Handling Customers' Complaints As A Customer Service Staff At CV.Wijaya Prima Jaya Bandung.
ABSTRACT
Pada saat magang di CV.Wijaya Prima Jaya Bandung dari tanggal 24 Juni
2014 sampai 24 Juli 2014, saya menemukan masalah dalam menghadapi
keluhan konsumen. Hal ini disebabkan tidak adanya pengalaman saya dalam
bekerja sebagai customer service staf dan juga kurangnya informasi yang
menyebabkan kurang baiknya dalam menangani konsumen. Kurangnya
kemampuan saya dalam menangani keluhan konsumen mengakibatkan
atasan saya marah dan juga konsumen merasa tidak puas. Berdasarkan
masalah yang saya hadapi, saya tertarik untuk mencari cara agar masalah ini
dapat terselesaikan. Oleh sebab itu saya membahas Tugas Akhir yang
berjudul “Handling Customers’ Complaints as a Customer Service Staff at
CV.Wijaya Prima Jaya Bandung”.
Berdasarkan teori yang saya dapatkan, saya menemukan beberapa solusi
yang dapat digunakan sebagai penyelesaian masalah yang saya hadapi.
Solusi pertama, perusahaan sebaiknya menyediakan pelatihan untuk para
pekerja baru sebelum terjun ke lapangan. Yang kedua adalah saya harus
selalu berperilaku baik yaitu sopan dan menghargai konsumen. Yang terakhir
yaitu saya harus berusaha mendapatkan masukan dan saran dari atasan
saya. Setelah menganalisis dampak positif dan negatif dari solusi-solusi
tersebut, saya menyimpulkan bahwa menggabungkan ketiga solusi adalah
solusi yang terbaik untuk menyelesaikan permasalahan yang ada.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ………………………………………………………………………i
DECLARATION OF ORIGINALITY ……………………………………………ii
ACKNOWLEDGMENTS ………………………………………………………..iii
TABLE OF CONTENTS ………………………………………………………..iv
CHAPTER I. INTRODUCTION ………………………………………………...1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ………………………………………..7
CHAPTER III. POTENTIAL SOLUTIONS …………………………………..10
CHAPTER IV. CONCLUSION ………………………………………………..16
BIBLIOGRAPHY ………………………………………………………………..18
APPENDICES :
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. COMPANY PROFILE
D. PRICELIST BROCHURE AT.CV WIJAYA PRIMA JAYA
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Every business needs customers in order to gain income and profit. To
build good relationship with customers, businesses need customer service.
An article “Business Case Studies” states that
Customer service is the service provided to customers before, during and
after purchasing and using goods and services. Good customer service
provides an experience that meets customer expectations. It produces
satisfied customers. Bad customer service can generate complaints. It
can result in lost sales, because consumers might take their business to a
competitor (par.1).
From the quotation, it is clear that customer service plays an important role in
determining how a company can keep their customers.
Furthermore, one of the duties of customer service staff is to handle
complaints. Writing maintains “a customer service representative interacts
with a company’s customers to provide them with information to address
1
Maranatha Christian University
inquiries regarding products and services. In addition, they deal with and help
resolve any customer complaints” (par. 1). Thus, customer service staff has
an important role in businesses because customer service staff determines
the satisfaction of the customer. They also the people who must deal with
customers’ complaints.
I did my internship at CV.Wijaya Prima Jaya Bandung as a customer service
staff from 24 June to 24 July 2014. Based on my observation when doing this
internship, I have a difficulty in handling customers’ complaints. I also
observed that customer service staff in this company was the first person
customers looked for regarding anything about the company. When the
customers wanted to make complaints, they would call the customer service.
When they needed to search for the HRD staff or the owner, they would call
the customer service. If they wanted to know the information about the
products, for example cars and their pricelist, they also would go the
customer service. However, during my internship I got problems when dealing
with customers who made complaints such as when they had already made
an appointment with the owner but the owner was not present on the
appointed time, or when they found that the pricelist was different from what
they were already told. I was at a loss of what to do to handle the complaints.
Facing this situation, I found that handling customers’ complaints is crucial to
discuss. Thus, I am interested in taking this problem as my term paper topic
so that I can know how to solve the problem.
2
Maranatha Christian University
B. Identification of the problem
The problem that I would like to analyze is formulated in these following
questions :
1. Why did I have difficulty in handling customers’ complaints when I did
my internship as a customer service staff at CV.Wijaya Prima Jaya?
2. How did the problem affect my working performance?
3. How should I overcome the problem?
C. Objectives and Benefits of the Study
The objectives of the study are to find out why I had difficulty in handling
customers’ complaints as a customer service staff at CV.Wijaya Prima Jaya
Bandung, the effects of the problem to my working performance and how to
overcome the problem.
The benefits of this study for the company and readers in general is they
will get more information about how to handle customers’ complaints, not just
to get more knowledge but also to know the important role of being a
customer service staff in handling customers’ complaints. For me as the
writer, the benefit of doing the study is I can learn how to handle customers’
complaints properly that will be useful for my personal reference in the future.
3
Maranatha Christian University
D. Description of the Institution
Based on the company profile, CV.Wijaya Prima Jaya is a company
engaged in general trading which is sale and purchase of four-wheel vehicles
in either new or used condition. The company involves in the selling and
purchasing imported cars both by cash or credit.
CV.Wijaya Prima Jaya, which is located at Jl.Soekarno Hatta 31 Bandung,
was established on July 31th, 2001 by Mr. Sugih Haryadi. Previously, this
company was named Segar Car, but in 2012 the name was changed to
become CV.Wijaya Prima Jaya. The owner of CV.Wijaya Prima Jaya at the
moment is Mr. Tommy Lili Muliawan as a business partner.
In, accordance with the demand of the community, CV.Wijaya Prima Jaya
in 2010 develop their business not only in four-wheel vehicles but also in
property sector, such as land, shops, apartments and guest house
constructions.
The vision of CV.Wijaya Prima Jaya is to be the best dealers and
property agents with a satisfactory service in both the sales and purchasing
while the mission is to provide a memorable experience in the sales and
purchase of your cars and properties.
4
Maranatha Christian University
E. Method of the Study
I did both library research and field research for doing the study. The
library research was done to find theories from books and the Internet to
support my analysis. The field research was done through observation during
my internship. The data from the field research were recorded in my
internship journal.
F. Limitation of the Study
The study is about my difficulty in handling customers’ complaints as a
customer service staff at CV.Wijaya Prima Jaya Bandung. Thus, I become the
subject of the research. The discussion will be limited to the problem during
my one-month internship, starting from June 24 until July 24, 2014.
G. Organization of the Term Paper
The term paper starts with the Abstract, which is the summary of the
term paper in Indonesian. The second is Acknowledgments and Table of
Contents, followed by the four chapters. The first chapter is the Introduction,
which contains Background of the Study, Identification of the Problem,
Objectives and Benefits of the Study, Description of the Institution, Method of
the Study, Limitation of the Study, and Organization of the Term Paper. The
second chapter is Problem Analysis which presents causes and effects, the
third chapter is Potential Solutions which contains problem solution and the
5
Maranatha Christian University
positive and negative effect, and the fourth chapter is the Conclusion of the
term paper. The last part is the Bibliography which lists the references used to
support the research and the appendices are flowchart, internship journal,
company profile, and brochure.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
As a customer service staff at CV.Wijaya Prima Jaya I have difficulty in
handling customers’ complaints. The causes of my problem are I did not have
the skill to handle complaints and I had a lack of information so I once
mishandled the customer. Furthermore, the problem has some effects,
namely my supervisor got angry and my customer became upset. Therefore, I
have to find some potential solutions to solve my problem because the
problem influences my working performance. I found three potential solutions
that might solve my problem. First, the company should provide a training
program for new employees before they start working. The second potential
solution is I should show positive attitudes namely courtesy and respect to the
customers. Third, I should try to get feedback from my supervisor.
After analyzing the three potential solutions, I think the best solution to the
problem is combining them all. I choose to combine the solutions because all
of the three solutions can be a step-by-step solution. Therefore, it will be more
efficient to apply all the potential solutions that might solve the problem.
16
Maranatha Christian University
First the company should provide training either in house or outsorce program
before they start working. It is clear that the staff should be ready for working
but before they are ready they have to get trained by the company to know
what their duties are and how to do them. Second, I should show positive
attitudes namely courtesy and respect to the customers. Being courteous and
respectful will not be enough if I cannot offer a way out for the customers’
complaints. Thus, training is needed to make a properly-informed when
handling customers’ complaints. Last but not least, I should get feedback
from the supervisor to keep on improving my work performance. Having
feedback will complete the two steps to make me become a good customer
service staff.
At the end of the term paper, I would like to summarize that customer
service staff have an important role for maintaining a company’s reputation.
Therefore, companies should prepare customer service staff as well as
possible before they start working.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Evenson, Renee. Customer Service Training 101. New York: Broadway,
2011.
Better Practice Guide to Complaint Handling. Ombudsman, Commonwealth.
Canberra, 2009.
Electronic Sources
Bacal, Robert. “Anger, Anger Management and Customer Service”. 2014.
Customerservicezone.com. 20 November 2014
.
Business Case Studies. 2014. businesscasestudies.co.uk. 25 October 2014
< http://businesscasestudies.co.uk/first-direct/using-customer-service-toposition-a-business/what-is-customer-service.html#axzz3IG6oGMs3>.
“Chapter 4- Employee Orientation & Training.” Aggiehorticulture.tamu.edu.Texas A&M University System. 7 November 2014
.
18
Maranatha Christian University
“Dealing With Criticism”. 2014. Skillsyouneed.com. 20 November 2014
.
Grace, Natalie. “The Effects of Lack of Employee Training”. 2014.
.
“How to Handle Customer Complaints.” Xero.com. 2014. Xero Limited. 19
November 2014 .
Moore, Krista. “The Importance, Benefits and Fundamentals of Providing
Feedback in Sales”. 2009. 22 October 2014
.
Marwood, Tim. “Train and Develop Staff”. 2014. 10 November 2014
.
Reh, F.John. “New Employee Training – Is It Worth The Investment”
Management.about.com. 2014. 27 October 2014
http://management.about.com/cs/people/a/NEO0112597.htm>.
Scnotz, Wilhelm. “The Average Cost to Train a New Employee”
Smallbusiness.chron.com. 2014. 17 November 2014
.
Salus, Marsha K. “Supervising Child Protective Services Caseworkers”. 2004.
19
Maranatha Christian University
20 Oktober 2014
https://www.childwelfare.gov/pubs/usermanuals/supercps/supercpsf.cfm>.
Writing, Alexis. “Customer Relation Officer”. 2014. 14 November 2014
http://ng.3wjobs.com/votbcfAb.html>.
20
Maranatha Christian University
Pada saat magang di CV.Wijaya Prima Jaya Bandung dari tanggal 24 Juni
2014 sampai 24 Juli 2014, saya menemukan masalah dalam menghadapi
keluhan konsumen. Hal ini disebabkan tidak adanya pengalaman saya dalam
bekerja sebagai customer service staf dan juga kurangnya informasi yang
menyebabkan kurang baiknya dalam menangani konsumen. Kurangnya
kemampuan saya dalam menangani keluhan konsumen mengakibatkan
atasan saya marah dan juga konsumen merasa tidak puas. Berdasarkan
masalah yang saya hadapi, saya tertarik untuk mencari cara agar masalah ini
dapat terselesaikan. Oleh sebab itu saya membahas Tugas Akhir yang
berjudul “Handling Customers’ Complaints as a Customer Service Staff at
CV.Wijaya Prima Jaya Bandung”.
Berdasarkan teori yang saya dapatkan, saya menemukan beberapa solusi
yang dapat digunakan sebagai penyelesaian masalah yang saya hadapi.
Solusi pertama, perusahaan sebaiknya menyediakan pelatihan untuk para
pekerja baru sebelum terjun ke lapangan. Yang kedua adalah saya harus
selalu berperilaku baik yaitu sopan dan menghargai konsumen. Yang terakhir
yaitu saya harus berusaha mendapatkan masukan dan saran dari atasan
saya. Setelah menganalisis dampak positif dan negatif dari solusi-solusi
tersebut, saya menyimpulkan bahwa menggabungkan ketiga solusi adalah
solusi yang terbaik untuk menyelesaikan permasalahan yang ada.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ………………………………………………………………………i
DECLARATION OF ORIGINALITY ……………………………………………ii
ACKNOWLEDGMENTS ………………………………………………………..iii
TABLE OF CONTENTS ………………………………………………………..iv
CHAPTER I. INTRODUCTION ………………………………………………...1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ………………………………………..7
CHAPTER III. POTENTIAL SOLUTIONS …………………………………..10
CHAPTER IV. CONCLUSION ………………………………………………..16
BIBLIOGRAPHY ………………………………………………………………..18
APPENDICES :
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. COMPANY PROFILE
D. PRICELIST BROCHURE AT.CV WIJAYA PRIMA JAYA
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Every business needs customers in order to gain income and profit. To
build good relationship with customers, businesses need customer service.
An article “Business Case Studies” states that
Customer service is the service provided to customers before, during and
after purchasing and using goods and services. Good customer service
provides an experience that meets customer expectations. It produces
satisfied customers. Bad customer service can generate complaints. It
can result in lost sales, because consumers might take their business to a
competitor (par.1).
From the quotation, it is clear that customer service plays an important role in
determining how a company can keep their customers.
Furthermore, one of the duties of customer service staff is to handle
complaints. Writing maintains “a customer service representative interacts
with a company’s customers to provide them with information to address
1
Maranatha Christian University
inquiries regarding products and services. In addition, they deal with and help
resolve any customer complaints” (par. 1). Thus, customer service staff has
an important role in businesses because customer service staff determines
the satisfaction of the customer. They also the people who must deal with
customers’ complaints.
I did my internship at CV.Wijaya Prima Jaya Bandung as a customer service
staff from 24 June to 24 July 2014. Based on my observation when doing this
internship, I have a difficulty in handling customers’ complaints. I also
observed that customer service staff in this company was the first person
customers looked for regarding anything about the company. When the
customers wanted to make complaints, they would call the customer service.
When they needed to search for the HRD staff or the owner, they would call
the customer service. If they wanted to know the information about the
products, for example cars and their pricelist, they also would go the
customer service. However, during my internship I got problems when dealing
with customers who made complaints such as when they had already made
an appointment with the owner but the owner was not present on the
appointed time, or when they found that the pricelist was different from what
they were already told. I was at a loss of what to do to handle the complaints.
Facing this situation, I found that handling customers’ complaints is crucial to
discuss. Thus, I am interested in taking this problem as my term paper topic
so that I can know how to solve the problem.
2
Maranatha Christian University
B. Identification of the problem
The problem that I would like to analyze is formulated in these following
questions :
1. Why did I have difficulty in handling customers’ complaints when I did
my internship as a customer service staff at CV.Wijaya Prima Jaya?
2. How did the problem affect my working performance?
3. How should I overcome the problem?
C. Objectives and Benefits of the Study
The objectives of the study are to find out why I had difficulty in handling
customers’ complaints as a customer service staff at CV.Wijaya Prima Jaya
Bandung, the effects of the problem to my working performance and how to
overcome the problem.
The benefits of this study for the company and readers in general is they
will get more information about how to handle customers’ complaints, not just
to get more knowledge but also to know the important role of being a
customer service staff in handling customers’ complaints. For me as the
writer, the benefit of doing the study is I can learn how to handle customers’
complaints properly that will be useful for my personal reference in the future.
3
Maranatha Christian University
D. Description of the Institution
Based on the company profile, CV.Wijaya Prima Jaya is a company
engaged in general trading which is sale and purchase of four-wheel vehicles
in either new or used condition. The company involves in the selling and
purchasing imported cars both by cash or credit.
CV.Wijaya Prima Jaya, which is located at Jl.Soekarno Hatta 31 Bandung,
was established on July 31th, 2001 by Mr. Sugih Haryadi. Previously, this
company was named Segar Car, but in 2012 the name was changed to
become CV.Wijaya Prima Jaya. The owner of CV.Wijaya Prima Jaya at the
moment is Mr. Tommy Lili Muliawan as a business partner.
In, accordance with the demand of the community, CV.Wijaya Prima Jaya
in 2010 develop their business not only in four-wheel vehicles but also in
property sector, such as land, shops, apartments and guest house
constructions.
The vision of CV.Wijaya Prima Jaya is to be the best dealers and
property agents with a satisfactory service in both the sales and purchasing
while the mission is to provide a memorable experience in the sales and
purchase of your cars and properties.
4
Maranatha Christian University
E. Method of the Study
I did both library research and field research for doing the study. The
library research was done to find theories from books and the Internet to
support my analysis. The field research was done through observation during
my internship. The data from the field research were recorded in my
internship journal.
F. Limitation of the Study
The study is about my difficulty in handling customers’ complaints as a
customer service staff at CV.Wijaya Prima Jaya Bandung. Thus, I become the
subject of the research. The discussion will be limited to the problem during
my one-month internship, starting from June 24 until July 24, 2014.
G. Organization of the Term Paper
The term paper starts with the Abstract, which is the summary of the
term paper in Indonesian. The second is Acknowledgments and Table of
Contents, followed by the four chapters. The first chapter is the Introduction,
which contains Background of the Study, Identification of the Problem,
Objectives and Benefits of the Study, Description of the Institution, Method of
the Study, Limitation of the Study, and Organization of the Term Paper. The
second chapter is Problem Analysis which presents causes and effects, the
third chapter is Potential Solutions which contains problem solution and the
5
Maranatha Christian University
positive and negative effect, and the fourth chapter is the Conclusion of the
term paper. The last part is the Bibliography which lists the references used to
support the research and the appendices are flowchart, internship journal,
company profile, and brochure.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
As a customer service staff at CV.Wijaya Prima Jaya I have difficulty in
handling customers’ complaints. The causes of my problem are I did not have
the skill to handle complaints and I had a lack of information so I once
mishandled the customer. Furthermore, the problem has some effects,
namely my supervisor got angry and my customer became upset. Therefore, I
have to find some potential solutions to solve my problem because the
problem influences my working performance. I found three potential solutions
that might solve my problem. First, the company should provide a training
program for new employees before they start working. The second potential
solution is I should show positive attitudes namely courtesy and respect to the
customers. Third, I should try to get feedback from my supervisor.
After analyzing the three potential solutions, I think the best solution to the
problem is combining them all. I choose to combine the solutions because all
of the three solutions can be a step-by-step solution. Therefore, it will be more
efficient to apply all the potential solutions that might solve the problem.
16
Maranatha Christian University
First the company should provide training either in house or outsorce program
before they start working. It is clear that the staff should be ready for working
but before they are ready they have to get trained by the company to know
what their duties are and how to do them. Second, I should show positive
attitudes namely courtesy and respect to the customers. Being courteous and
respectful will not be enough if I cannot offer a way out for the customers’
complaints. Thus, training is needed to make a properly-informed when
handling customers’ complaints. Last but not least, I should get feedback
from the supervisor to keep on improving my work performance. Having
feedback will complete the two steps to make me become a good customer
service staff.
At the end of the term paper, I would like to summarize that customer
service staff have an important role for maintaining a company’s reputation.
Therefore, companies should prepare customer service staff as well as
possible before they start working.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Evenson, Renee. Customer Service Training 101. New York: Broadway,
2011.
Better Practice Guide to Complaint Handling. Ombudsman, Commonwealth.
Canberra, 2009.
Electronic Sources
Bacal, Robert. “Anger, Anger Management and Customer Service”. 2014.
Customerservicezone.com. 20 November 2014
.
Business Case Studies. 2014. businesscasestudies.co.uk. 25 October 2014
< http://businesscasestudies.co.uk/first-direct/using-customer-service-toposition-a-business/what-is-customer-service.html#axzz3IG6oGMs3>.
“Chapter 4- Employee Orientation & Training.” Aggiehorticulture.tamu.edu.Texas A&M University System. 7 November 2014
.
18
Maranatha Christian University
“Dealing With Criticism”. 2014. Skillsyouneed.com. 20 November 2014
.
Grace, Natalie. “The Effects of Lack of Employee Training”. 2014.
.
“How to Handle Customer Complaints.” Xero.com. 2014. Xero Limited. 19
November 2014 .
Moore, Krista. “The Importance, Benefits and Fundamentals of Providing
Feedback in Sales”. 2009. 22 October 2014
.
Marwood, Tim. “Train and Develop Staff”. 2014. 10 November 2014
.
Reh, F.John. “New Employee Training – Is It Worth The Investment”
Management.about.com. 2014. 27 October 2014
http://management.about.com/cs/people/a/NEO0112597.htm>.
Scnotz, Wilhelm. “The Average Cost to Train a New Employee”
Smallbusiness.chron.com. 2014. 17 November 2014
.
Salus, Marsha K. “Supervising Child Protective Services Caseworkers”. 2004.
19
Maranatha Christian University
20 Oktober 2014
https://www.childwelfare.gov/pubs/usermanuals/supercps/supercpsf.cfm>.
Writing, Alexis. “Customer Relation Officer”. 2014. 14 November 2014
http://ng.3wjobs.com/votbcfAb.html>.
20
Maranatha Christian University