Writer’s Activities during the Job Training

C. Writer’s Activities during the Job Training

1. Counter Subdivision First week, the writer did the activities in post office counter. The counter is the subdivision of 1 st Service Division. The supervisor is Mr. Kukuh Hidayat. On April 5 th , 2010 until April 7 th , 2010 the writer was asked by the supervisor to assist the officer in 2 nd and 3 rd counter counter of EMS and overnight delivery letter. The job done in the counter officers was accepting documents and goods from the customers, encoding the delivering things from computer processing, and submitting the receipt of documents or goods to the customers. On April 8 th , 2010, the writer assisted the officer in 4 th counter counter of post materials. The job was accepting stamp letters, and selling the post materials, such as stamps, revenue stamps, envelopes, etc. The next day, the writer asked the supervisor to get permission to assist SOPP counter 5 th , 6 th , or 7 th . The job is providing for customers who will pay finances finance of ADIRA, BAF, PT Summit Oto, Suzuki, Tunas, PT Bhakti, Financial Multi, ITC, Semesta, GE Consumers, Columbia, Oto Multiartha, Mbf, WOM, MCF, MAF, telecommunication Bakrie communications Ratelindo, Esia, Indosat Mentari, Matrix, Im3, Telkom, Telkomsel, Excelcomindo, or Nusapro, banking credit card, personal loan Muamalat Bank, ABN, AMRO, AIG Lippo, Takaful, BNI, TKI, BTN, Citibank, HSBC, and the others PLN electric account, PDAM water account, assurance AIG Lippo, Wana Artha Life, Zakat, Shodaqoh, Infaq, etc. The writer was lucky because she was not only permitted to assist in SOPP counter, but also in SOPP of tax counter counter 8 th on April 9 th , and 10 th , 2010. According to the monitoring done by the writer, the customers’ characteristics in the counter could be described that they were forceful and uncomfortable with the delivery service procedures when their delivery things could not be accepted. In order to service the customers well, the writer used to smile to them when accepted their delivery things, show the good gesture, friendly when she serviced them, and say “thank you” after servicing. 2. 2 nd Service Division The writer assisted Mrs. Tatik Nurhayati as supervisor in 2 nd Service Division on April 12 th , 2010. There were some customers requiring number of clearing account in the counter. Besides processing tax SOPP input, the other tasks given by the supervisor to the writer were receiving customers requiring number of clearing account well and preparing chair before they got the service. 3. Customer Care Division In this division, there are subdivisions of Customer Service, Warmasif, and Customer Character Building. The writer got opportunity from Mr. Djoko Murdiatmo as HRD supervisor to assist Mrs. Ketut Dinawati as CS Customer Service officer on April 13 th , until May 10 th , 2010. In CS, the writer was demanded to have knowledge about post office products, service the customers by performing hospitality gestures, and solve customers’ problems well. The activities done by the writer in second week she did the job training in PT Pos Indonesia Persero Surakarta could be described as follows:  For the first three days, the writer just monitored the customer service officer, and analyzed characteristics of the customers.  Start from fourth day the writer was in CS, she could accept customers complaining by telephone, or facing directly.  The writer was permitted to note the complaints in the complaint books. To solve the customer problem about the deceleration of her his delivery, the first step done by the writer was tracking where the delivery position by checking from post information Ipos system, and then tracing it. To set the delivery in the right position, the second step was chatting by other customer service officers in other post office where the delivery was traced to get the help from them.  Beside that, the writer also got permission to explain the ways in setting advertisement of job vacancy in post office, having PO Box, sending instant money order in 12 th counter, getting money order via Western Union, meeting the supervisor having authority to legalize significant documents, showing direction toward place where would be visited, giving information about the products costs, etc to the customers. Generally, the customers complain about the deceleration of their deliveries by showing their disappointment with the services by reprimanded the customer service officer. In handling them, the writer just showed her tolerance. She did not answer their snapping. Moreover, she used to solve the problem quickly by operating the track and trace program with Ipos system. 4. Secretary On May 11 th , 2010 until the end of job training periods, the writer assisted Ms. Fatimatu Zuharia as Secretary. By assisting her, the writer knew the course of internal communication in the office. During the writer assisted the secretary; she used to send letters from post master to all of supervisors, write the outlines of incoming and outgoing letters, give the number of outgoing letter to the officer asking by phone, etc. The broad outlines were like the invitation to attend the motivation meeting the meeting about the reflection to improve the services, do the 5 R programs it is the practice of working which can be showed to the customers that the office has the good corporate image, distribute brochures in Marketing Day every Saturday the officers struggles to get public trusts, and gain more customers, etc. In fact, the internal communications are being done to support the office efforts in maintaining the good corporate image, and getting the trust from the customers.

D. Public Relations functions done by the officers of PT Pos Indonesia Persero Surakarta