Praktek Service Excellence Penanganan Komplain Pelanggan & Tahapan Penanganan Komplain

Summary

In this customer service interaction, a representative assists a customer, Ibu Muti, who is having trouble with her ATM. After verifying her identity, the representative explains that the issue was caused by system maintenance and assures Ibu Muti that the problem has been resolved. The conversation is polite and professional, with the representative apologizing for the inconvenience and offering a solution. The interaction ends on a positive note, with the customer being advised to try using the ATM again and thanked for her understanding.

Takeaways

• 😀 The speaker introduces themselves as Samustida Fitri, a student from the Business Administration program, in a video for a class on Service Excellence.
• 😀 The video focuses on handling customer complaints and the steps involved in addressing them.
• 😀 The customer (Ibu Muti) initially calls regarding an issue with an ATM card that isn't functioning properly.
• 😀 The speaker asks for identification details (book of account and identity card) for validation purposes.
• 😀 The speaker politely requests further information, including the mother’s name and phone number, to verify the customer's details.
• 😀 The customer explains that they encountered an issue while using the ATM in Soreang, with the machine not working despite multiple attempts.
• 😀 The speaker apologizes for the inconvenience and clarifies that there was a system maintenance issue affecting the ATM services from 8:00 AM to 12:00 PM the previous day.
• 😀 The speaker informs the customer that the issue has been resolved and that the ATM should now be functional.
• 😀 The speaker encourages the customer to try using the ATM again and reassures them that it should work fine now.
• 😀 The conversation ends with a polite thank you and a reminder for the customer to test the ATM, with the speaker expressing gratitude for their understanding.

Q & A

What is the purpose of the video in the transcript?

The video serves as a task for the 13th meeting of the Service Excellent course, focusing on customer complaint handling and the steps involved in addressing complaints.

Who is the person speaking in the video, and what is their role?

The speaker is Samustida Fitri, a student from the Business Administration program, who introduces herself with the student ID IM2 201 404, class 222 A11.

What is the first action taken by the speaker in the transcript?

The speaker greets the customer politely by saying 'Assalamualaikum warahmatullahi wabarakatuh' and introduces herself.

What was the initial issue reported by the customer?

The customer, Ibu Muti, reported that her ATM card could not be used.

What request does the speaker make to the customer to validate the complaint?

The speaker asks for the customer's savings book and identity card, as well as the mother's name and phone number for verification purposes.

How does the speaker handle the situation after receiving the necessary information from the customer?

The speaker apologizes for the inconvenience caused, explains that the system was under maintenance during the reported time, and informs the customer that the issue should now be resolved.

What was the time of the incident that the customer mentioned?

The customer mentioned that the ATM issue occurred around 09:00 AM the previous day.

What explanation does the speaker provide for the malfunction of the ATM?

The speaker explains that there was a system maintenance between 08:00 AM and 12:00 PM on the previous day, which affected the ATM services.

How does the speaker reassure the customer about the issue being resolved?

The speaker informs the customer that the system has been fixed, and the ATM should now be functioning properly. They suggest the customer try the ATM again.

What is the final part of the conversation, and how does the speaker close the interaction?

At the end, the speaker thanks the customer for their understanding and bids them goodbye, wishing them a good day. The speaker also apologizes for any mistakes made during the conversation.