ETIKA LAYANAN PERBANKAN || CUSTOMER SERVICE || NASABAH KEHILANGAN KARTU ATM ( XI MPLB 2)

Summary

This video showcases a customer service interaction at a bank where a customer, Mulia, reports a lost ATM card. The representative, Dinda, assists by verifying the customer's details, confirming that the card was last used at a supermarket, and ensuring that the card was blocked for security. Dinda guides Mulia through filling out a form and explains the process of issuing a new card, including any fees involved. The interaction is polite and professional, emphasizing excellent customer service and clear communication in resolving the issue efficiently.

Takeaways

• 😀 The customer service representative introduces themselves as Dinda, and the setting is a banking service for handling an ATM card loss.
• 😀 The customer, Ibu Maulidya Annisa, reports a lost ATM card and is asked to provide details for verification, such as the account number and the last use of the card.
• 😀 The customer service representative confirms the information provided by the customer and checks the last transaction of the lost card, which was used at Super Indo on August 15, 2023, at 7 PM.
• 😀 The customer service confirms that the customer has already blocked the ATM card to prevent any unauthorized use in case it was stolen.
• 😀 The customer is asked to bring identification documents and sign a form for reporting the loss and requesting a new card.
• 😀 A new ATM card will be issued for the customer, but a replacement fee will be charged to the account.
• 😀 The customer service representative provides the form for the customer to fill out, including personal details and a description of the loss.
• 😀 After filling out the form, the customer is informed that the new ATM card will be processed and issued.
• 😀 The new ATM card is handed over to the customer with a reminder to keep it safe and not lose it again.
• 😀 The customer service representative asks if there is anything else they can assist with and thanks the customer, ending the interaction with a polite farewell.

Q & A

What is the main topic discussed in the video script?

The main topic discussed in the video script is the customer service process for handling a lost ATM card in a banking environment.

What is the role of Sukma Dinda Apriliani in the script?

Sukma Dinda Apriliani is introduced as the customer service representative who assists the customer with the process of reporting a lost ATM card and issuing a new one.

What are the first steps when a customer reports a lost ATM card?

The customer service representative greets the customer, asks for the customer's name, and then verifies the customer’s account details, such as the account number.

Why is it important to verify the customer's identity in this process?

Verifying the customer's identity is crucial for security reasons, ensuring that the service is being provided to the rightful account holder and preventing unauthorized access.

What details does the customer provide to the service representative?

The customer provides their name, account number, and the specific details of when and where the ATM card was last used.

How does the customer service representative confirm the loss of the ATM card?

The representative asks the customer to recall the last time and location the ATM card was used. This helps confirm the time frame in which the card was lost.

What security measure did the customer take after losing the ATM card?

The customer had already reported the loss and blocked the ATM card to prevent unauthorized transactions, which is a precautionary measure.

What form is required to proceed with the replacement of the lost ATM card?

The customer is asked to fill out a form that requires personal details, a description of the loss, and their signature to initiate the process of issuing a new card.

What is the fee for replacing the lost ATM card, according to the script?

There is a fee for replacing the ATM card, which will be charged to the customer's account.

How does the interaction end between the customer and the representative?

The customer service representative processes the new ATM card, hands it to the customer, reminds them to keep it safe, and asks if there is anything else they can assist with before concluding the interaction.