Nisa
is a customer service at the Homescapes Company. Homescapes is a service
company that provides internet and tv
cable.
On
Tuesday morning, Nisa received a complaint from a customer named Mr. John.
Mr.John has been a Homescapes customer since 2 years ago. However, in the last
2 weeks after being upgraded the internet in his home has been disrupted. This
caused Mr. John to not be able to access the internet and could not do his
work. Mr. John complained a week ago, but the Company advised Mr. John to send
an email regarding the details of the complaint and address of Mr. John.
However, until now the e-mail was not responded to so that Mr. John reconnected
to Homescapes.
Nisa
as a Customer Service responded to Mr. John's complaint. Nisa asked Mr. John if
he had paid the bill this month, but Mr. John said that he had made payments on
time. Nisa then advised Mr. John to check the internet cable whether there was
something disconnected or squashed. Mr. John said that the cable situation was
fine and the problems that occurred were due to internal problems.
Mr.
John was very disappointed because his complaint was not responded to from 2
weeks ago and threatened to publish the issue on social networks. Mr. John
expects the presence of technicians from Homescapes Company as soon as possible
to improve internet network at his home because it is very needed. Nisa then
asked for time to solve the problem and promised to call Mr. John again, Mr.
John agreed.
At
lunch hour, Nisa told Husna as her office partner about Mr. John’s complaints.
Nisa is worried that Mr. John will actually publish his complaint on social
networks. This is expected to cause other customers who experienced similar
things to follow Mr. John to publish their respective problems. This certainly
will make the company's image worse.
Husna
gave a suggestion to complain about the matter to Ms. Dhea as the head of the
Customer Service department. Nisa followed the Husna's advice, then when lunch
time was over Nisa complained to Ms. Dhea, then after she hear complaints
submitted by Nisa, Ms. Dhea immediately contacted Ms. Dwi as the head of
technicians and Mr. Juang as the head of the Technical Service section and
invited them to gather several employees involved in the matter.
All
parties involved finally gathered and held a meeting that day. Ms. Dhea started
the meeting by telling Nisa to explain the problem that was happening. After
Nisa finished explaining the problem, many debates took place. One of them,
there are still many customers who complain about the problem. Ms. Dhea was
disappointed because she felt the technician team was slow in handling it.
Ms.Dwi
denied that her team handled the case slowly. According to her, the technician team has worked
optimally. Ms. Dhea still doubts
Ms. Dwi because there are still many customers who complain about the problem.
So that Ms. Yani brokered the debate by providing solutions to both parties.
What if the problem happened to Mr. Juang resolved first, so that Mr. Juang does not publish
problems that occur in social networks. After Mr. Juang's problem is over, it
is better for the head of the technician to divide the team into several groups
so that the problems that occur can be resolved quickly and well. From the
customer service side and the technician agreed to the solution, then the meeting was ended.
