Difficulty in Handling A Filipino Customer Who Got Angry At P.T.Sinar Continental.
ABSTRACT
Tugas Akhir ini membahas tentang masalah yang saya alami selama
periode magang sebagai customer service mulai bulan Desember 2011
hingga Februari 2012 di P.T.Sinar Continental. Masalah tersebut adalah
kesulitan saya sebagai customer service staff dalam menangani salah
satu pelanggan Filipina yang marah-marah karena beberapa masalah.
Tujuan dari Tugas Akhir ini adalah menganalisis penyebab dan akibat dari
kesulitan saya dalam menangani pelanggan Filipina ini, dan untuk
menemukan cara untuk menangani masalah tersebut.
Penyebab masalah ini adalah pertama, aksen bahasa Inggris
pelanggan yang berasal dari Filipina tersebut tidak cukup jelas bagi saya.
Kedua, pelanggan Filipina ini tidak mau mengerti bahwa pembuatan kain
membutuhkan waktu. Ketiga, saya tidak mengetahui karakter pelanggan
Filipina tersebut. Dampak dari permasalahan ini membuat saya menjadi
stress, tidak bisa mengerjakan pekerjaan lainnya, dan tidak dapat
menangani pelanggan lainnya. Ada tiga solusi yang saya tawarkan.
Pertama, saya mencari tahu penyebab pelanggan Fillipina tersebut
marah-marah. Kedua, saya mempelajari aksen orang Filipina ketika
berbicara dalam bahasa Inggris. Ketiga, saya memberikan pilihan kain lain
untuk pelanggan Fillipina tersebut.
Dari ketiga pilihan solusi di atas, solusi terbaik adalah dengan
menggabungkan ketiga solusi tersebut karena ketiga solusi tersebut jika
diaplikasikan bersama-sama sangat efektif untuk menangani pelanggan
Filipina yang marah-marah dan juga membantu saya untuk menjadi
customer service yang lebih baik.
i
Maranatha Christian University
DECLARATION OF ORIGINALITY
I hereby sincerely and truthfully declare that this term-paper contains no
parts that are taken from other people’s work, except those mentioned in
the quotations and in the bibliography, as is proper for a scientific termpaper. Should I be guilty of conducting plagiarism, I realize that I must
accept a sanction as a consequence.
Bandung, August 27, 2012
Veronica
NRP: 0643033
ii
Maranatha Christian University
ACKNOWLEDGEMENTS
Praise the Lord for all His blessings, so that I am able to write this
term-paper well. I would like to say thanks to all people who have helped
me and given me support that this term-paper can be finished well. These
people are:
1. Rusmiati M. Simbolon, S.S., M.A., as my supervisor.
2. All the staff of the DIII English Programme at Maranatha
Christian University.
3. The managers and the staffs of P.T.Sinar Continental.
Finally, I hope that this term-paper can give benefits for the readers
and for P.T. Sinar Continental.
iii
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT .............................................................................................. i
DECLARATION OF ORIGINALITY........................................................... ii
ACKNOWLEDGEMENTS.......................................................................... iii
TABLE OF CONTENTS............................................................................. iv
CHAPTER I. INTRODUCTION …..……................................................. 1-6
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 …………......................................7-10
CHAPTER III. POTENTIAL SOLUTIONS …….................................... 11-17
CHAPTER IV. CONCLUSION ………….............................................. 18-20
BIBLIOGRAPHY
APPENDIX:
FLOWCHART
iv
Maranatha Christian University
FLOWCHART
Causes
Problem
1. The customer was from the Phillipines
Difficulty in handling a
1. I felt stressed.
whose accent when speaking English
Filipino
2. I could not do other tasks.
was not clear for me.
got angry at PT Sinar
2. This Filipino customer did not want to
Continental
understand that the process of making
December 20th,2011 to
fabrics needed some time.
February
customers
Effects
who
3. I could not handle other customers.
from
15th, 2012.
3. I did not know the needs of this
Filipino customer.
Potential Positive Effects
Potential Solution I
Potential Negative Effects
1. There can be misunderstanding
I find out the reasons why
between me and the Filipino customer.
the Filipino customer gets
1. I can give the best responses to him.
2. The customer is satisfied with the
service that I give to him.
angry.
Potential Negative Effects
Potential Solution II
1. I only learn Filipino accent and I still
I learn more about the
do not understand other accents.
Filipinos’
2. The other foreign customers may not
speaking English.
accent
when
Potential Positive Effects
1. I can understand what
this Filipino
customer says better.
2. I can give an explanation to the
purchase fabrics from the company.
Filipino customer’s questions.
3. The company will lose its customers.
3. The Filipino customer feels happy with
the service that I give to him.
Potential Negative Effect
Potential Positive Effect
Potential Solution III
The Filipino customer does not get what
I
he wants exactly.
choices to this Filipino
Filipino customer and the company can
customer who gets angry.
be mantained.
offer
other
fabrics
The
good
relationship
between
Chosen Solution
Combining all the potential solutions
Maranatha Christian University
the
CHAPTER I
INTRODUCTION
A. Background of the Study
Difficulty in handling a Filipino customer who got angry is the problem
that I found during my internship as a customer service staff and assistant
of Product Officer Division (POD) in P.T. Sinar Continental from 21
December 2011 to 14 Februari 2012. My responsibilities as a customer
service were answering the phone, writing sales contracts, writing notes of
purchase order to be inputted into the computer, writing data order to be
given to the head of the warehouse, sending samples of fabrics to the
customers, and following up customers’ needs. My responsibilities as a
Product Officer Division (POD) were writing order sheet to be given to the
production staff, checking the completion of the orders with the production
staff, and deciding priorities of orders to be fulfilled.
The problem began when a Filipino customer ordered some kinds of
fabrics from this company, and he requested them to be delivered in 30
days from the day he sent the purchase order. However, the company
could not promise that they could deliver the order in 30 days to this
customer because many other customers also have ordered those fabrics
1
Maranatha Christian University
in a big amount. Then the company offfered to send the fabrics in 55
days, and the customer agreed. However, after several days, the same
customer called me that the fabrics must be delivered in 30 days because
he had to send the fabrics to his buyer in another country on time. If he
could not send it on time, he would got a penalty from his buyer. However,
I told him that the fabrics could only be delivered in 55 days, and the
company could not do it earlier. Thus, the Filipino customer got angry with
me, and I could not handle this customer.
The reasons I chose this topic is because I would like to know and
understand how to be a good customer service who can handle anykind of
customers and give the best service to them. Customer service is
“all about bringing customers back and about sending them away happy happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves
and in their turn become repeat customers” (Ward par. 2). Thus, the
customer service is an important part of a company to make customers
satisfied, to care for customers, and also to give the best service to the
customers. Furthermore, these Filipino customers are important for the
company because the company wants to develop its business with the
Filipinos, and wants to get new customers from the country. Based on the
reasons, I would like to analyze the problem systematically and critically.
2
Maranatha Christian University
B. Identification of the Problem
The problem that I found when I worked as a customer service and
assistant of Product Officer Division (POD) in P.T. Sinar Continental, will
be analized to answer the following questions:
1. Why did I have difficulty in handling a Filipino customer who got angry
at P.T. Sinar Continental?
2. How did my difficulty in handling him affect my job as a customer
service and assistant of Product Officer Division (POD)?
3. How should I handle this Filipino customer who got angry?
C. Objectives and Benefits of the Study
The objectives of the study are to analyze the reasons of my difficulty
in handling a Filipino customer who got angry at P.T. Sinar Continental, to
find the effects of the problem, and to find the ways to handle the Filipino
customer well.
The first benefit of the study is for the institution. This study can help
the customer service staff at P.T. Sinar Continental to know how to handle
the Filipino customer and any other customers who get angry, so that the
customer service staff can give the best service to the customers. The
second benefit is for the readers. The readers can get knowledge of
handling Filipino customers, they can handle the customers better. The
last benefit is for the writer. I as the writer can understand the problem in
handling customers and how to solve it.
3
Maranatha Christian University
D. Description of the Institution
As stated in Sinar Group Company Profile, “Sinar Group is one of the
leading interior fabric manufacturers in Indonesia” (5). The profile explains
that Sinar Group has two factories. The first is P.T. Sinar Austral, which
was established in 1980, and is located at Jalan Cibaligo No. 369,
Cimahi. The second is P.T. Sinar Continental, which was established in
1989, and is located at Jalan Industri II No.20, Cimahi. Sinar Group has
good quality products, which make them receive awards from both
national and international markets.
The vision of P.T. Sinar Continental is, as stated in the company’s
profile, “to become a leading interior fabric, industrial textile and textile
manufacturer both national and global market” (2). The mission is “to gain
trust and increase market share with high quality products and services,
with the support from competent human resources, latest technologies,
standardized operation procedures, and efficient team work” (2).
In the profile, it is described that P.T. Sinar Continental produces air
texturizing, dyeing, embossing, flat printing, fisinishing knitting, mouquette,
syntetic leather, weaving dobby and weaving jaquard (11). The fabrics is
used in home furnishing, office chair, seat cover, public transportation,
rattan cushion, apparel, shoes and bags, helmet, and contract project (9).
The market is both national and international, but the dominant customers
are in the national market.
4
Maranatha Christian University
E. Method of the Study
This research is a problem solving analysis. The data used in this
term-paper are taken from my internship journal, and library research. The
journal records my observation of my interaction with customers during my
internship in P.T. Sinar Continental from 21 December 2011 to 14
February 2012. Library research is done to get theories that support my
analysis on the problem.
F. Limitation of the Study
The research focuses on a Filipino customers at P.T. Sinar
Continental, Cimahi. The problem is taken from a real problem that I
experienced when I did an internship in P.T. Sinar Continental that was
done from 21 December 2011 to 14 Februari 2012. The study focuses on
my difficulty in handling this particular Filipino customer who got angry.
G. Organization of the Term-paper
The term-paper starts with the Abstract which explains the summary of
this term-paper in Indonesian, the Declaration of Originality and Table of
Contents which present the structure of this term-paper.
This term-paper is divided into four chapters. Chapter One is the
Introduction. This chapter presents Background of the Study, Identification
of the Problem, Objectives and Benefits of Study, Description of the
Institution, Method of the Study, Limitation of the Study, and Organization
of the Term-paper. Chapter Two is Problem Analysis. This chapter
5
Maranatha Christian University
discusses the causes and the effects of the problem. Chapter Three is
Potential Solutions. In this chapter, the possible solutions with their
potential positive effects and potential negative effects are analyzed
systematically. Chapter Four is the Conclusion. This chapter provides the
best solutions in handling the Filipino customers.
After the last chapter, there is Bibliography, which contains all the
references that are used in this term-paper. The last part is Appendix,
which presents the Flowchart.
6
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CHAPTER IV
CONCLUSION
Before discussing the chosen solutions of the problem, I would like to
summarize the previous chapters. The problem is my difficulty in handling
a Filipino customer who got angry at P.T. Sinar Continental from
December 20th,2011 to February 15th, 2012. There are three causes of
the problem. First, the customer was from the Phillipines whose accent
when speaking English was not clear for me. Second, this Filipino
customer did not want to understand that the process of making fabrics
needed time. Third, I did not know the needs of this Filipino customer. The
effects of this problem are I felt stressed, I could not do other tasks, and I
could not handle the other customers. Then, there are several potential
solutions to solve the problem at P.T. Sinar Continental. First, I find out the
reasons why the Filipino customer gets angry. Second, I learn more about
the Filipinos’ accent when speaking English. Third, I give other fabrics
choices for this Filipino customer who gets angry.
Based on the analysis in the previous chapters, the best solution to
handle the Filipino customer who gets angry is the combination of all the
18
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potential solutions. From the three potential solutions, the one that has to
be done first is I should learn more about the Filipinos’ accent when
speaking English. It can help me to understand what the Filipino customer
says better, to be able to give an explanation that the Filipino customer
needs; thus, he will feel happy with the service that I give to him. The next
solution to do is I find out the reasons why the Filipino customer gets
angry. This solution can help me to better understand him, give the best
response to him, and then he will be satisfied with the service that I give to
him. After that, I give other fabrics choices for the needs of this Filipino
customer. This solution is important to keep the good relationship between
the Filipino customer and the company.
These three potential solutions are chosen because combining the
three solustions is better than doing only one of the potential solutions. It is
because if I only learn more about the Filipinos’ accent when speaking
English, without finding out the reasons why the Filipino customer gets
angry, I will not understand how to handle him and I will not understand
what he needs. If I try to find out the reasons of his anger without learning
the accent, I actully will not be able to understand him. The last solution,
which is giving him other fabric choices, will also be difficult for me to do
without learning his accent.
The three chosen potential solutions, that are explained in the
previous paragraphs, when they are done together are the best solutions.
It is because these solutions together are effective to handle the Filipino
19
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customer who gets angry and also help customer service staff to serve the
customers better.
20
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Ward, Nigel. Handbook of Customer Satisfaction Measurement. London:
Gower, 1996.
Sinar Continental. Sinar Group Company Profile. Bandung: Sinar
Continental, 2010.
Electronic Sources
“4 Ways to Beat Customer Service Stress”. Careerbuilder.com 2012. 13
April 2012. < http://www.careerbuilder.com/Article/CB-1629CustomerService-4-Ways-to-Beat-Customer-Service-Stress/>.
Basu, Arindam. “Fabrics for Garments”. Fibre2fashion.com 2012. 10 April
2012. .
Betchay. “Filipino Accent According to Bridget Saunders”. Buhaykorea.
com 17 April 2009. 7 April 2012. .
”British Accent Training”. Britishaccenttraining.com 2010. 8 May 2012.
.
Maranatha Christian University
Cacioppo, Kevin. “Measuring and Managing Customer Satisfaction”.
Qualitydigest.com 2010. 10 May 2012. .
“Dealing with Angry Customers”. Callcentrehelper.com 2 Dec 2005. 14
May 2012. .
“Dealing with Difficult Customers”. Davekahle.com 2010. 9 May 2012.
.
Dratch, Dana. “12 Tips for Taking Care of Your Customers”. Bankrate.com
2012. 8 May 2012. .
Henderson. “Skills and Tips for Telephone Customer Service.”
Smallbusiness.chron.com 2012. 10 May 2012. .
“How Can I Improve My Listening Skills?”. Wisegeek.com 2012. 14 Juni
2012. .
“How to Communicate with an Angry Customer”. Rocknrodeogirl.com
2012. 14 Juni 2012. < http://rocknrodeogirl.hubpages.com/hub/Howto-Communicate-with-an-Angry-Customer>.
Lake, Laura. “Top 5 Reasons Customers Don't Buy From You”. About.com
2012. 9 May 2012. .
Maranatha Christian University
Scoots, Elizabeth. “I'm Just Too Busy. How Do I Find More Time?”.
About.com 23 November 2011. 8 May 2012. .
Shoo, David. “Characteristics of an Employee With a Passion for
Customer”. Ehow.com 8 June 2011. 10 May 2012..
“Understanding Customer Needs”. Exforsys.com 13 November 2009. 8
May 2012. .
“Understanding Customer Needs”, Smallbiz.nsw 2012. 15 Juni 2012.
.
“Varieties of English”. World-English.org 2002. 17 Juni 2012. .
Maranatha Christian University
Tugas Akhir ini membahas tentang masalah yang saya alami selama
periode magang sebagai customer service mulai bulan Desember 2011
hingga Februari 2012 di P.T.Sinar Continental. Masalah tersebut adalah
kesulitan saya sebagai customer service staff dalam menangani salah
satu pelanggan Filipina yang marah-marah karena beberapa masalah.
Tujuan dari Tugas Akhir ini adalah menganalisis penyebab dan akibat dari
kesulitan saya dalam menangani pelanggan Filipina ini, dan untuk
menemukan cara untuk menangani masalah tersebut.
Penyebab masalah ini adalah pertama, aksen bahasa Inggris
pelanggan yang berasal dari Filipina tersebut tidak cukup jelas bagi saya.
Kedua, pelanggan Filipina ini tidak mau mengerti bahwa pembuatan kain
membutuhkan waktu. Ketiga, saya tidak mengetahui karakter pelanggan
Filipina tersebut. Dampak dari permasalahan ini membuat saya menjadi
stress, tidak bisa mengerjakan pekerjaan lainnya, dan tidak dapat
menangani pelanggan lainnya. Ada tiga solusi yang saya tawarkan.
Pertama, saya mencari tahu penyebab pelanggan Fillipina tersebut
marah-marah. Kedua, saya mempelajari aksen orang Filipina ketika
berbicara dalam bahasa Inggris. Ketiga, saya memberikan pilihan kain lain
untuk pelanggan Fillipina tersebut.
Dari ketiga pilihan solusi di atas, solusi terbaik adalah dengan
menggabungkan ketiga solusi tersebut karena ketiga solusi tersebut jika
diaplikasikan bersama-sama sangat efektif untuk menangani pelanggan
Filipina yang marah-marah dan juga membantu saya untuk menjadi
customer service yang lebih baik.
i
Maranatha Christian University
DECLARATION OF ORIGINALITY
I hereby sincerely and truthfully declare that this term-paper contains no
parts that are taken from other people’s work, except those mentioned in
the quotations and in the bibliography, as is proper for a scientific termpaper. Should I be guilty of conducting plagiarism, I realize that I must
accept a sanction as a consequence.
Bandung, August 27, 2012
Veronica
NRP: 0643033
ii
Maranatha Christian University
ACKNOWLEDGEMENTS
Praise the Lord for all His blessings, so that I am able to write this
term-paper well. I would like to say thanks to all people who have helped
me and given me support that this term-paper can be finished well. These
people are:
1. Rusmiati M. Simbolon, S.S., M.A., as my supervisor.
2. All the staff of the DIII English Programme at Maranatha
Christian University.
3. The managers and the staffs of P.T.Sinar Continental.
Finally, I hope that this term-paper can give benefits for the readers
and for P.T. Sinar Continental.
iii
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT .............................................................................................. i
DECLARATION OF ORIGINALITY........................................................... ii
ACKNOWLEDGEMENTS.......................................................................... iii
TABLE OF CONTENTS............................................................................. iv
CHAPTER I. INTRODUCTION …..……................................................. 1-6
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 …………......................................7-10
CHAPTER III. POTENTIAL SOLUTIONS …….................................... 11-17
CHAPTER IV. CONCLUSION ………….............................................. 18-20
BIBLIOGRAPHY
APPENDIX:
FLOWCHART
iv
Maranatha Christian University
FLOWCHART
Causes
Problem
1. The customer was from the Phillipines
Difficulty in handling a
1. I felt stressed.
whose accent when speaking English
Filipino
2. I could not do other tasks.
was not clear for me.
got angry at PT Sinar
2. This Filipino customer did not want to
Continental
understand that the process of making
December 20th,2011 to
fabrics needed some time.
February
customers
Effects
who
3. I could not handle other customers.
from
15th, 2012.
3. I did not know the needs of this
Filipino customer.
Potential Positive Effects
Potential Solution I
Potential Negative Effects
1. There can be misunderstanding
I find out the reasons why
between me and the Filipino customer.
the Filipino customer gets
1. I can give the best responses to him.
2. The customer is satisfied with the
service that I give to him.
angry.
Potential Negative Effects
Potential Solution II
1. I only learn Filipino accent and I still
I learn more about the
do not understand other accents.
Filipinos’
2. The other foreign customers may not
speaking English.
accent
when
Potential Positive Effects
1. I can understand what
this Filipino
customer says better.
2. I can give an explanation to the
purchase fabrics from the company.
Filipino customer’s questions.
3. The company will lose its customers.
3. The Filipino customer feels happy with
the service that I give to him.
Potential Negative Effect
Potential Positive Effect
Potential Solution III
The Filipino customer does not get what
I
he wants exactly.
choices to this Filipino
Filipino customer and the company can
customer who gets angry.
be mantained.
offer
other
fabrics
The
good
relationship
between
Chosen Solution
Combining all the potential solutions
Maranatha Christian University
the
CHAPTER I
INTRODUCTION
A. Background of the Study
Difficulty in handling a Filipino customer who got angry is the problem
that I found during my internship as a customer service staff and assistant
of Product Officer Division (POD) in P.T. Sinar Continental from 21
December 2011 to 14 Februari 2012. My responsibilities as a customer
service were answering the phone, writing sales contracts, writing notes of
purchase order to be inputted into the computer, writing data order to be
given to the head of the warehouse, sending samples of fabrics to the
customers, and following up customers’ needs. My responsibilities as a
Product Officer Division (POD) were writing order sheet to be given to the
production staff, checking the completion of the orders with the production
staff, and deciding priorities of orders to be fulfilled.
The problem began when a Filipino customer ordered some kinds of
fabrics from this company, and he requested them to be delivered in 30
days from the day he sent the purchase order. However, the company
could not promise that they could deliver the order in 30 days to this
customer because many other customers also have ordered those fabrics
1
Maranatha Christian University
in a big amount. Then the company offfered to send the fabrics in 55
days, and the customer agreed. However, after several days, the same
customer called me that the fabrics must be delivered in 30 days because
he had to send the fabrics to his buyer in another country on time. If he
could not send it on time, he would got a penalty from his buyer. However,
I told him that the fabrics could only be delivered in 55 days, and the
company could not do it earlier. Thus, the Filipino customer got angry with
me, and I could not handle this customer.
The reasons I chose this topic is because I would like to know and
understand how to be a good customer service who can handle anykind of
customers and give the best service to them. Customer service is
“all about bringing customers back and about sending them away happy happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves
and in their turn become repeat customers” (Ward par. 2). Thus, the
customer service is an important part of a company to make customers
satisfied, to care for customers, and also to give the best service to the
customers. Furthermore, these Filipino customers are important for the
company because the company wants to develop its business with the
Filipinos, and wants to get new customers from the country. Based on the
reasons, I would like to analyze the problem systematically and critically.
2
Maranatha Christian University
B. Identification of the Problem
The problem that I found when I worked as a customer service and
assistant of Product Officer Division (POD) in P.T. Sinar Continental, will
be analized to answer the following questions:
1. Why did I have difficulty in handling a Filipino customer who got angry
at P.T. Sinar Continental?
2. How did my difficulty in handling him affect my job as a customer
service and assistant of Product Officer Division (POD)?
3. How should I handle this Filipino customer who got angry?
C. Objectives and Benefits of the Study
The objectives of the study are to analyze the reasons of my difficulty
in handling a Filipino customer who got angry at P.T. Sinar Continental, to
find the effects of the problem, and to find the ways to handle the Filipino
customer well.
The first benefit of the study is for the institution. This study can help
the customer service staff at P.T. Sinar Continental to know how to handle
the Filipino customer and any other customers who get angry, so that the
customer service staff can give the best service to the customers. The
second benefit is for the readers. The readers can get knowledge of
handling Filipino customers, they can handle the customers better. The
last benefit is for the writer. I as the writer can understand the problem in
handling customers and how to solve it.
3
Maranatha Christian University
D. Description of the Institution
As stated in Sinar Group Company Profile, “Sinar Group is one of the
leading interior fabric manufacturers in Indonesia” (5). The profile explains
that Sinar Group has two factories. The first is P.T. Sinar Austral, which
was established in 1980, and is located at Jalan Cibaligo No. 369,
Cimahi. The second is P.T. Sinar Continental, which was established in
1989, and is located at Jalan Industri II No.20, Cimahi. Sinar Group has
good quality products, which make them receive awards from both
national and international markets.
The vision of P.T. Sinar Continental is, as stated in the company’s
profile, “to become a leading interior fabric, industrial textile and textile
manufacturer both national and global market” (2). The mission is “to gain
trust and increase market share with high quality products and services,
with the support from competent human resources, latest technologies,
standardized operation procedures, and efficient team work” (2).
In the profile, it is described that P.T. Sinar Continental produces air
texturizing, dyeing, embossing, flat printing, fisinishing knitting, mouquette,
syntetic leather, weaving dobby and weaving jaquard (11). The fabrics is
used in home furnishing, office chair, seat cover, public transportation,
rattan cushion, apparel, shoes and bags, helmet, and contract project (9).
The market is both national and international, but the dominant customers
are in the national market.
4
Maranatha Christian University
E. Method of the Study
This research is a problem solving analysis. The data used in this
term-paper are taken from my internship journal, and library research. The
journal records my observation of my interaction with customers during my
internship in P.T. Sinar Continental from 21 December 2011 to 14
February 2012. Library research is done to get theories that support my
analysis on the problem.
F. Limitation of the Study
The research focuses on a Filipino customers at P.T. Sinar
Continental, Cimahi. The problem is taken from a real problem that I
experienced when I did an internship in P.T. Sinar Continental that was
done from 21 December 2011 to 14 Februari 2012. The study focuses on
my difficulty in handling this particular Filipino customer who got angry.
G. Organization of the Term-paper
The term-paper starts with the Abstract which explains the summary of
this term-paper in Indonesian, the Declaration of Originality and Table of
Contents which present the structure of this term-paper.
This term-paper is divided into four chapters. Chapter One is the
Introduction. This chapter presents Background of the Study, Identification
of the Problem, Objectives and Benefits of Study, Description of the
Institution, Method of the Study, Limitation of the Study, and Organization
of the Term-paper. Chapter Two is Problem Analysis. This chapter
5
Maranatha Christian University
discusses the causes and the effects of the problem. Chapter Three is
Potential Solutions. In this chapter, the possible solutions with their
potential positive effects and potential negative effects are analyzed
systematically. Chapter Four is the Conclusion. This chapter provides the
best solutions in handling the Filipino customers.
After the last chapter, there is Bibliography, which contains all the
references that are used in this term-paper. The last part is Appendix,
which presents the Flowchart.
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CHAPTER IV
CONCLUSION
Before discussing the chosen solutions of the problem, I would like to
summarize the previous chapters. The problem is my difficulty in handling
a Filipino customer who got angry at P.T. Sinar Continental from
December 20th,2011 to February 15th, 2012. There are three causes of
the problem. First, the customer was from the Phillipines whose accent
when speaking English was not clear for me. Second, this Filipino
customer did not want to understand that the process of making fabrics
needed time. Third, I did not know the needs of this Filipino customer. The
effects of this problem are I felt stressed, I could not do other tasks, and I
could not handle the other customers. Then, there are several potential
solutions to solve the problem at P.T. Sinar Continental. First, I find out the
reasons why the Filipino customer gets angry. Second, I learn more about
the Filipinos’ accent when speaking English. Third, I give other fabrics
choices for this Filipino customer who gets angry.
Based on the analysis in the previous chapters, the best solution to
handle the Filipino customer who gets angry is the combination of all the
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potential solutions. From the three potential solutions, the one that has to
be done first is I should learn more about the Filipinos’ accent when
speaking English. It can help me to understand what the Filipino customer
says better, to be able to give an explanation that the Filipino customer
needs; thus, he will feel happy with the service that I give to him. The next
solution to do is I find out the reasons why the Filipino customer gets
angry. This solution can help me to better understand him, give the best
response to him, and then he will be satisfied with the service that I give to
him. After that, I give other fabrics choices for the needs of this Filipino
customer. This solution is important to keep the good relationship between
the Filipino customer and the company.
These three potential solutions are chosen because combining the
three solustions is better than doing only one of the potential solutions. It is
because if I only learn more about the Filipinos’ accent when speaking
English, without finding out the reasons why the Filipino customer gets
angry, I will not understand how to handle him and I will not understand
what he needs. If I try to find out the reasons of his anger without learning
the accent, I actully will not be able to understand him. The last solution,
which is giving him other fabric choices, will also be difficult for me to do
without learning his accent.
The three chosen potential solutions, that are explained in the
previous paragraphs, when they are done together are the best solutions.
It is because these solutions together are effective to handle the Filipino
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customer who gets angry and also help customer service staff to serve the
customers better.
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BIBLIOGRAPHY
Printed Sources
Ward, Nigel. Handbook of Customer Satisfaction Measurement. London:
Gower, 1996.
Sinar Continental. Sinar Group Company Profile. Bandung: Sinar
Continental, 2010.
Electronic Sources
“4 Ways to Beat Customer Service Stress”. Careerbuilder.com 2012. 13
April 2012. < http://www.careerbuilder.com/Article/CB-1629CustomerService-4-Ways-to-Beat-Customer-Service-Stress/>.
Basu, Arindam. “Fabrics for Garments”. Fibre2fashion.com 2012. 10 April
2012. .
Betchay. “Filipino Accent According to Bridget Saunders”. Buhaykorea.
com 17 April 2009. 7 April 2012. .
”British Accent Training”. Britishaccenttraining.com 2010. 8 May 2012.
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Cacioppo, Kevin. “Measuring and Managing Customer Satisfaction”.
Qualitydigest.com 2010. 10 May 2012. .
“Dealing with Angry Customers”. Callcentrehelper.com 2 Dec 2005. 14
May 2012. .
“Dealing with Difficult Customers”. Davekahle.com 2010. 9 May 2012.
.
Dratch, Dana. “12 Tips for Taking Care of Your Customers”. Bankrate.com
2012. 8 May 2012. .
Henderson. “Skills and Tips for Telephone Customer Service.”
Smallbusiness.chron.com 2012. 10 May 2012. .
“How Can I Improve My Listening Skills?”. Wisegeek.com 2012. 14 Juni
2012. .
“How to Communicate with an Angry Customer”. Rocknrodeogirl.com
2012. 14 Juni 2012. < http://rocknrodeogirl.hubpages.com/hub/Howto-Communicate-with-an-Angry-Customer>.
Lake, Laura. “Top 5 Reasons Customers Don't Buy From You”. About.com
2012. 9 May 2012. .
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Scoots, Elizabeth. “I'm Just Too Busy. How Do I Find More Time?”.
About.com 23 November 2011. 8 May 2012. .
Shoo, David. “Characteristics of an Employee With a Passion for
Customer”. Ehow.com 8 June 2011. 10 May 2012..
“Understanding Customer Needs”. Exforsys.com 13 November 2009. 8
May 2012. .
“Understanding Customer Needs”, Smallbiz.nsw 2012. 15 Juni 2012.
.
“Varieties of English”. World-English.org 2002. 17 Juni 2012. .
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