ROLEPLAY PENANGANAN KELUHAN NASABAH "KARTU ATM TERTELAN"

Summary

In this customer service interaction, a representative assists a customer named Alvira, whose ATM card was swallowed by the machine. The representative gathers necessary details such as the customer's account number, transaction date, and machine ID to resolve the issue. They also activate mobile banking for Alvira, walk her through the necessary steps, and offer additional banking products. The representative provides assistance in a friendly, helpful manner, ensuring the customer is supported and satisfied with the resolution before concluding the conversation.

Takeaways

• 😀 The customer, Bu Alvira, reports that her ATM card has been swallowed by the machine.
• 😀 The bank representative, Jasmis, asks for necessary information to verify Bu Alvira's identity, such as her account number and machine ID.
• 😀 Bu Alvira provides her account number, date of birth, and the ATM machine ID to assist in resolving the issue.
• 😀 The representative confirms that the ATM card has been blocked and provides a solution to retrieve a new card.
• 😀 Bu Alvira is offered mobile banking activation to manage her account remotely.
• 😀 The representative guides Bu Alvira through the process of setting up mobile banking using her ATM card details.
• 😀 The bank representative also promotes a smart card for busway users, highlighting the convenience of using it for ticket payments and parking in Jakarta.
• 😀 The representative emphasizes that Bu Alvira can contact the bank's call center or visit a branch for further assistance if necessary.
• 😀 Bu Alvira is thanked for her visit and trust in the bank, and she is wished a safe journey.
• 😀 The representative remains professional and focused on resolving Bu Alvira's issue, but also tries to upsell additional bank services during the conversation.

Q & A

What is the purpose of the conversation in the script?

The purpose of the conversation is to assist a customer, named Alvira, with an issue related to an ATM card that was swallowed by a machine, and to provide guidance on solving the problem.

What happened to Alvira's ATM card?

Alvira's ATM card was swallowed by the ATM machine while she was using it, which is the main issue addressed in the conversation.

How does the bank representative proceed with solving Alvira's issue?

The bank representative, Jasmis, gathers Alvira's personal information, including her account number, date of birth, and details of the incident, then explains the necessary steps to resolve the issue, including the process of issuing a new ATM card and unlocking her account.

What additional services does the bank representative offer to Alvira?

In addition to resolving the ATM card issue, the bank representative offers to activate mobile banking for Alvira and discusses a new product related to Busway smart cards for public transportation in Jakarta.

What does the representative ask from Alvira to proceed with resolving the ATM issue?

The representative asks for Alvira’s account number, full name, date of birth, and the specific details of the ATM machine and incident, including the ATM machine ID and location of the incident.

How does Alvira verify her identity for the mobile banking activation?

Alvira is asked to download the Dekon app and perform a verification process by entering the number on her ATM card, which helps set up the mobile banking system for her.

What is the 'JKT48 Oshinya' mentioned in the conversation?

The mention of 'JKT48 Oshinya' seems to be an error or miscommunication. It is likely referring to a product related to Bank DKI, but this part does not seem to be directly related to the ATM issue or mobile banking services.

What new product does the representative inform Alvira about?

The representative informs Alvira about a new smart card product from Bank DKI that can be used for paying busway tickets and parking fees in various locations in Jakarta.

What does Alvira need to do to complete the process of getting a new ATM card?

Alvira needs to visit the bank or contact customer service to request a new ATM card after her current card was blocked due to the machine incident.

What was the date and time of the ATM incident involving Alvira?

The ATM incident occurred on Tuesday, November 16, 2012, around 7:15 AM.