Customer Complaint Handling Process
Customer Complaint Handling Process
SUARA PELANGGAN
(Informasi, Umpan Balik, Keterikatan)
CUSTOME COMPLAINT
(Information, feedback, engagement)
1. INTERPERSONAL 2. MEDIA
1. Interpersonal 2. Media
1. INFORMASI
SURVEI:
2. UMPAN BALIK/PENGADUAN
2. Feedback/Complaint
- Kerekatan
Survey: - Satisfaction - Dissatisfaction - Engagement
ANALISA/IDENTIFIKASI PERSYARATAN DAN PERUBAHAN PERSYARATAN PELANGGAN
Customer Requirement Analysis/Identification & Change
INOVASI PRODUK, PERBAIKAN PEMASARAN LAYANAN & SARANA DUKUNGAN PELANGGAN
Product Innovation, Marketing Improvement & Customer Support
STANDARISASI KUALITAS PRODUK DAN LAYANAN PELANGGAN
Customer Service and Product Quality Standardization
468 PT Pupuk Indonesia (Persero) Laporan Tahunan 2015
Informasi Tambahan Good Corporate Governance
Tata Kelola Perusahaan
Tanggung jawab Sosial Perusahaan
Laporan Keuangan audit
Corporate Social Responsibility
Audited Financial Statement
Additional Information
Mekanisme Mendengarkan Pelanggan berdasarkan Segmentasi Pasar
Customer Complaint by Market Segement
Segmen Kelompok Pelanggan
Persyaratan dan
Mekanisme Mendengarkan Pelanggan Segment
Harapan
Produk
Customer Group
Requirement and
Product
Customer Care Mechanism
Expectation
Subsidi Petani
- Sales Representative (PSO)
- Ketersediaan
- Urea
- Sales Representatif
- Forum Group Discussion/ Subsidy
- Forum Group Discussion/
FGD (Socialization/FM/FFD) (PSO)
- SP36
FGD (Sosialisasi/FM/FFD)
- Mutu Produk
- ZA
- Call/SMS Centre/Surat
- Call/SMS Centre/Letter
Product Quality
- Survei Pelanggan
- Customer Survey
- Website (Email) Non Subsidi Perkebunan
- Website (Email)
- Sales Representative (Non PSO)
- Mutu Produk
- Urea
- Sales Representatif
- Forum Group Discussion/ Non Subsidy
Plantation
Product Quality - NPK
- Forum Group Discussion/
FGD (Roadshow/ (Non PSO)
FGD (Roadshow/
- Call/SMS Centre/Surat
- Call/SMS Centre/Letter
- Survei Pelanggan
- Customer Survey
- Website (Email) Industri
- Website (Email)
- Call/SMS Centre/Letter Industry
- Mutu Produk
- Urea
- Call/SMS Centre/Surat
Product Quality - Amoniak
- Survei Pelanggan
- Customer Survey
- Harga
- Website (Email)
- Website (Email)
Price
Ekspor Trader
- Call/SMS Centre/Letter Export
- Mutu Produk
- Urea
- Call/SMS Centre/Surat
Trader
Product Quality - Amoniak
- Survei Pelanggan
- Customer Survey
- Harga
- Website (Email)
- Website (Email)
Price
- Aanwijzing/Tender Ekspor
- Aanwijzing/Export Tender
Sarana Komunikasi Pelanggan berdasarkan Siklus Customer Communication Channel by Life Cycle Hidup (Customer Life Cycle)
Sarana Komunikasi Pelanggan Mengenai Mutu Produk, Customer Communication Channel on Product Quality, Dukungan Pelanggan dan Transaksi
Customer Support and Transaction
Umpan Balik
Survey Pelanggan
email/Surat
Call Center
Sr/ae
SR/AE Mutu Produk
Customer Survey
Email/Letter
Call Center
Product Quality
√ Dukungan Pelanggan
Customer Support
√ Transaksi
Transaction
PT Pupuk Indonesia (Persero) 2015 Annual Report
Ikhtisar Perusahan
Laporan Kepada Pemangku Kepentingan
Profil Perusahaan
Sumber Daya Manusia
Report to Stakeholder
Company Profile
Human Resources
Management Discussion & Analysis
Persyaratan utama sarana dukungan pelanggan customer Support main Requirement
Sarana Dukungan Pelanggan
Persyaratan
Customer Support Channel
Requirement
Layanan
Ready in 1 x 24 hours to handle issues at the Account
Layanan
Selalu siap 1 x 24 jam menangani
field based on scope of responsibility Executive (AE)
Account
permasalahan di lapangan sesuai wilayah
Executive (AE)
tanggungjawabnya
Forum Group
Paling lambat 2 x 24 jam sudah disampaikan The latest within 2 x 24 hours has been Discussion
Forum Group
submitted to related party to be processed Call Centre
Discussion
kepada pihak terkait untuk ditindaklanjuti
Call Centre
- Bebas Pulsa
- Free Toll
- 3x berdering harus diangkat
- 3x incoming tone has to be replied
- Answering Machine SMS Centre
- Mesin penjawab
SMS Centre
- Bebas Pulsa
- Free Toll
- Paling lambat 2 x 24 jam telah direspon/
- The latest within 2 x 24 hours has to be
responded/answered Surat/Email
dijawab
Letter/Email
- Paling lambat 2 x 24 jam telah direspon/
- The latest within 2 x 24 hours has to be
dijawab
responded/answered