Overcoming My Difficulties in Handling Customers' Complaints in Antavaya Tour & Travel.
ABSTRACT
Tugas Akhir ini membahas masalah yang saya hadapi ketika melakukan
magang di AntaVaya Tour & Travel. Masalah yang saya hadapi adalah saya
mendapatkan kesulitan dalam menangani keluhan dari konsumen. Berdasarkan
hasil analisis, saya menemukan penyebab dan akibat dari masalah yang saya
hadapi. Penyebab pertama adalah saya panik ketika mendengar keluhan dari
konsumen, dan yang kedua adalah saya tidak konsentrasi saat menangani keluhan.
Akibatnya saya menjadi stress dan saya merasa tidak tertarik lagi pada pekerjaan
ini.
Berdasarkan teori yang relevan, saya menemukan tiga solusi. Solusi
pertama adalah saya akan tetap tenang. Solusi kedua adalah saya akan berbicara
dengan lembut. Solusi ketiga adalah saya akan meminta maaf. Ketiga solusi
tersebut memiliki dampak positif dan negatif terhadap masalah yang saya hadapi.
Setelah saya menganalisis solusi tersebut, saya memutuskan untuk
menggabungkan ketiga solusi tersebut karena ketiga solusi tersebut sangat efektif
untuk mengatasi masalah saya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………….i
DECLARATION OF ORIGINALITY………………………………..…...……...ii
ACKNOWLEDGEMENTS………………………………………..…………......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………...…………………………….......5
CHAPTER III. POTENTIAL SOLUTIONS…..…………….………………........7
CHAPTER IV. CONCLUSION…………..……………………………………...10
REFERENCES
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
C. TOUR & TRAVEL BROCHURE
2
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, a travel agency becomes a profitable business. A travel agency
deals with hotel tickets, flight tickets, tour packages, passport, and visa. The
existence of travel agencies makes people easier to go somewhere. According to
Sokanu (2015), “The primary responsibility of a travel agent is to make the
process of travel planning easier for their clients and ensure they experience the
best trip possible. Travel agents work directly with the public and converse with
clients in order to determine the best possible travel destinations, transportation
arrangements, and accommodations for the client's particular needs” (para. 2).
During my internship at AntaVaya Tour & Travel, I had the following job
description, namely selling flight tickets, tour packages and hotel tickets,
arranging visa and passports, making tax invoices, and answering phone calls. My
position in AntaVaya Tour & Travel is a ticketing & tour officer. When I did the
internship I got difficulties when the customers complained about tour packages
that were bought in
1
Maranatha Christian University
AntaVaya Tour & Travel and the customers who wanted to refund. I listened to
their complaints afterwards, I asked my supervisor to handle these customers,
because I had the difficulties in handling their complaints. The difficulties made
my performance not good enough. For my term paper, I have chosen a topic that
is based on my internship. I have decided to do this because I want to point out
my difficulties in handling customers’ complaints, including the causes and
effects. Furthermore, I am going to suggest several solutions to solve the problem.
Finally, after discussing the potential solutions with their positive and negative
effects, I will choose the best solution to handle my difficulties in handling
customers’ complaints.
B. Identification of the Problem
The analysis of my problem is formulated in the following questions:
1.
Why did I have difficulties in handling customers’ complaints?
2.
How did it affect my performance?
3.
How should I handle customers’ complaints?
C. Objectives and Benefits of the Study
The objectives of this term paper are to analyze the causes and effects of my
difficulties in handling customers’ complaints. I will suggest several solutions to
handle the problem. After analyzing the solutions, I decide to choose the best
2
Maranatha Christian University
solution. There are some benefits people can get from this term paper, for
example, the staff at AntaVaya Tour & Travel will know how to react when
customers complain to them. Besides, the readers are able to know the situations
in a travel agency and how they handle problems in certain situations. Equally
important, I as a writer will become more professional when handling complaints
from customers at a travel agency.
D. Description of the Institution
The description of the institution is based on the information from Mr Rudi
Gunawan, as a tour staff. In 1965, Anta Tour was first established by Mr Ale,
located in Jalan Cibadak. A few years later, Anta Tour moved to Jalan Pasirkaliki
no. 150C. Then, it moved again to Jalan Pasirkaliki no. 161, because Trans Corp
had bought the stock of Anta Tour. Hence, the name has changed into AntaVaya
Tour & Travel. This travel agency has 1 manager, 1 supervisor, 2 ticketing staff, 1
tour staff, 1 cashier, and 1 messenger. The working hours are from 08.30 – 16.30
(Monday to Friday), from 08.30 – 13.30 (Saturday).
E. Method of the Study
All data of this term paper are based on my internship at AntaVaya Tour &
Travel from July 8th, 2015 until August 8th, 2015, my internship journal, and the
website of the travel agency. Besides, the data of library research are taken from
3
Maranatha Christian University
printed and electronic sources. Those data are used to analyze the causes, the
effects, and the potential solutions of my problem.
F. Limitation of the Study
The subject of this research is the difficulties in handling customers’ complaints at
AntaVaya Tour & Travel. I had difficulties in handling customers’ complaints
when I did internship from July 8th, 2015 until August 8th, 2015. I will suggest the
best solutions for the problem.
G. Organization of the Term Paper
This term paper consists of Abstract, the summary of this term paper in Bahasa
Indonesia. It is followed by Declaration of Originality, Acknowledgements, and
Table of Contents. There are four chapters in this term paper: Chapter I is
Introduction, containing 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. Chapter Two
is Problem Analysis; in which I will discuss the causes and the effects of my
problem. Chapter Three is the Potential Solution to solve my problem. This
Potential Solution has positive and negative effects of my problem. Chapter Four
is Conclusion of all my analysis. The last part is References and Appendices,
which consist of the flowchart, Internship Journal, and AntaVaya Tour & Travel
brochure.
4
Maranatha Christian University
CHAPTER IV
CONCLUSION
Before conveying the best solution to the problem, I would like to present a
summary of the previous chapters. The problem that I discuss is I had difficulties
in handling customers’ complaints. There are two causes of the problem, namely I
got panicked and I did not concentrate. There are also two effects of the problem,
namely I got stress easily and I was not interested in my job anymore. To solve
the problem, I propose three potential solutions. The first potential solution is I
will keep calm. The second potential solution is I will speak softly. Then, the third
potential solution is I will apologize.
In my opinion, the best potential solution to solve my problem is all of the
potential solutions. First of all, I will keep calm. So, when customers come or
phone me and they complain to me, I can directly show them my behavior to be
more professional in front of them. Then, I will speak softly to my customers, so
their anger will be reduced and they can speak softly too. The two potential
solutions above will not be perfect without the third potential solution which is I
will apologize. This helps me keep the good relationship and show my respect to
my customers.
11
Maranatha Christian University
In conclusion, the combination of all these potential solutions is the best
choice. However, there is one thing that must be considered, which is that
hostilities may happen in being calm. Although I have already spoken softly and
apologized to my customers. It is possible that I am ignored by my customers
because they are not satisfied enough. Therefore, I suggest that a ticketing and
tour staff with the same problem as mine should know these possibilities and
prepare to keep their focus when applying the solutions.
12
Maranatha Christian University
REFERENCES
Electronic Sources:
Avery, M. (2011). Dealing with difficult customer. Retrieved from:
http://www.unitiv.com/Dealing-With-Difficult-Customer
Corelli, C. (2010). The right way to deal with difficult customers and situations.
Retrieved from: http://www.cedmag.com/article-detail.cfm?id=10926256
Everard, M. (n.d.). How to handle customer complaints. Retrieved from:
http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html
Forbes. (2013). 7 Steps for dealing with angry customers. Retrieved from:
http://www.forbes.com/sites//2013/08/02/7-steps-for-dealing-with-angry
customers/
Freifeld, L. (2013). How to handle customers’ complaints. Retrieved from:
https://trainingmag.com/how-handle-customer-complaints
Freight, B. (n.d.). How to handle customer complaints. Retrieved from:
http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html
Kaufman, R. (2012). 10 Tips for effectively handling customer complaints.
Maranatha Christian University
Retrieved from: http://www.peoriamagazines.com/ibi/2012/jul/10-tipseffectively-handling-customer-complaints
Mehrmann, J. (n.d.). 10 Powerful steps to defuse angry customers. Retrieved from:
http://www.businessknowhow.com/marketing/diffuse-anger.htm
Michalowicz, M. (2014). 8 Steps to squash a customer's complaint. Retrieved from:
http://www.americanexpress.com/mike-michalowicz/8-steps-to-handlecustomer-complaints.html
Roshental, B. (2015). How to say sorry to an angry customer. Retrieved from:
http:/www.rogerharrop.com/knowledge_zone/articles/how_to_say_sorry_to_an/
Shushmul. (2005). Dealing with angry customer. Retrieved from:
http://www.callcentrehelper.com/dealing-with-angry-customers-152.htm
Sokanu. (2015). Sokanu. What is a Travel Agent?. Retrieved from:
https://www.sokanu.com/careers/travel-agent/
Printed Sources:
Face to face communications for clarity and impact. (2004). Massachusetts, US:
Harvard business press.
Maranatha Christian University
Tugas Akhir ini membahas masalah yang saya hadapi ketika melakukan
magang di AntaVaya Tour & Travel. Masalah yang saya hadapi adalah saya
mendapatkan kesulitan dalam menangani keluhan dari konsumen. Berdasarkan
hasil analisis, saya menemukan penyebab dan akibat dari masalah yang saya
hadapi. Penyebab pertama adalah saya panik ketika mendengar keluhan dari
konsumen, dan yang kedua adalah saya tidak konsentrasi saat menangani keluhan.
Akibatnya saya menjadi stress dan saya merasa tidak tertarik lagi pada pekerjaan
ini.
Berdasarkan teori yang relevan, saya menemukan tiga solusi. Solusi
pertama adalah saya akan tetap tenang. Solusi kedua adalah saya akan berbicara
dengan lembut. Solusi ketiga adalah saya akan meminta maaf. Ketiga solusi
tersebut memiliki dampak positif dan negatif terhadap masalah yang saya hadapi.
Setelah saya menganalisis solusi tersebut, saya memutuskan untuk
menggabungkan ketiga solusi tersebut karena ketiga solusi tersebut sangat efektif
untuk mengatasi masalah saya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………….i
DECLARATION OF ORIGINALITY………………………………..…...……...ii
ACKNOWLEDGEMENTS………………………………………..…………......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………...…………………………….......5
CHAPTER III. POTENTIAL SOLUTIONS…..…………….………………........7
CHAPTER IV. CONCLUSION…………..……………………………………...10
REFERENCES
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
C. TOUR & TRAVEL BROCHURE
2
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, a travel agency becomes a profitable business. A travel agency
deals with hotel tickets, flight tickets, tour packages, passport, and visa. The
existence of travel agencies makes people easier to go somewhere. According to
Sokanu (2015), “The primary responsibility of a travel agent is to make the
process of travel planning easier for their clients and ensure they experience the
best trip possible. Travel agents work directly with the public and converse with
clients in order to determine the best possible travel destinations, transportation
arrangements, and accommodations for the client's particular needs” (para. 2).
During my internship at AntaVaya Tour & Travel, I had the following job
description, namely selling flight tickets, tour packages and hotel tickets,
arranging visa and passports, making tax invoices, and answering phone calls. My
position in AntaVaya Tour & Travel is a ticketing & tour officer. When I did the
internship I got difficulties when the customers complained about tour packages
that were bought in
1
Maranatha Christian University
AntaVaya Tour & Travel and the customers who wanted to refund. I listened to
their complaints afterwards, I asked my supervisor to handle these customers,
because I had the difficulties in handling their complaints. The difficulties made
my performance not good enough. For my term paper, I have chosen a topic that
is based on my internship. I have decided to do this because I want to point out
my difficulties in handling customers’ complaints, including the causes and
effects. Furthermore, I am going to suggest several solutions to solve the problem.
Finally, after discussing the potential solutions with their positive and negative
effects, I will choose the best solution to handle my difficulties in handling
customers’ complaints.
B. Identification of the Problem
The analysis of my problem is formulated in the following questions:
1.
Why did I have difficulties in handling customers’ complaints?
2.
How did it affect my performance?
3.
How should I handle customers’ complaints?
C. Objectives and Benefits of the Study
The objectives of this term paper are to analyze the causes and effects of my
difficulties in handling customers’ complaints. I will suggest several solutions to
handle the problem. After analyzing the solutions, I decide to choose the best
2
Maranatha Christian University
solution. There are some benefits people can get from this term paper, for
example, the staff at AntaVaya Tour & Travel will know how to react when
customers complain to them. Besides, the readers are able to know the situations
in a travel agency and how they handle problems in certain situations. Equally
important, I as a writer will become more professional when handling complaints
from customers at a travel agency.
D. Description of the Institution
The description of the institution is based on the information from Mr Rudi
Gunawan, as a tour staff. In 1965, Anta Tour was first established by Mr Ale,
located in Jalan Cibadak. A few years later, Anta Tour moved to Jalan Pasirkaliki
no. 150C. Then, it moved again to Jalan Pasirkaliki no. 161, because Trans Corp
had bought the stock of Anta Tour. Hence, the name has changed into AntaVaya
Tour & Travel. This travel agency has 1 manager, 1 supervisor, 2 ticketing staff, 1
tour staff, 1 cashier, and 1 messenger. The working hours are from 08.30 – 16.30
(Monday to Friday), from 08.30 – 13.30 (Saturday).
E. Method of the Study
All data of this term paper are based on my internship at AntaVaya Tour &
Travel from July 8th, 2015 until August 8th, 2015, my internship journal, and the
website of the travel agency. Besides, the data of library research are taken from
3
Maranatha Christian University
printed and electronic sources. Those data are used to analyze the causes, the
effects, and the potential solutions of my problem.
F. Limitation of the Study
The subject of this research is the difficulties in handling customers’ complaints at
AntaVaya Tour & Travel. I had difficulties in handling customers’ complaints
when I did internship from July 8th, 2015 until August 8th, 2015. I will suggest the
best solutions for the problem.
G. Organization of the Term Paper
This term paper consists of Abstract, the summary of this term paper in Bahasa
Indonesia. It is followed by Declaration of Originality, Acknowledgements, and
Table of Contents. There are four chapters in this term paper: Chapter I is
Introduction, containing 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. Chapter Two
is Problem Analysis; in which I will discuss the causes and the effects of my
problem. Chapter Three is the Potential Solution to solve my problem. This
Potential Solution has positive and negative effects of my problem. Chapter Four
is Conclusion of all my analysis. The last part is References and Appendices,
which consist of the flowchart, Internship Journal, and AntaVaya Tour & Travel
brochure.
4
Maranatha Christian University
CHAPTER IV
CONCLUSION
Before conveying the best solution to the problem, I would like to present a
summary of the previous chapters. The problem that I discuss is I had difficulties
in handling customers’ complaints. There are two causes of the problem, namely I
got panicked and I did not concentrate. There are also two effects of the problem,
namely I got stress easily and I was not interested in my job anymore. To solve
the problem, I propose three potential solutions. The first potential solution is I
will keep calm. The second potential solution is I will speak softly. Then, the third
potential solution is I will apologize.
In my opinion, the best potential solution to solve my problem is all of the
potential solutions. First of all, I will keep calm. So, when customers come or
phone me and they complain to me, I can directly show them my behavior to be
more professional in front of them. Then, I will speak softly to my customers, so
their anger will be reduced and they can speak softly too. The two potential
solutions above will not be perfect without the third potential solution which is I
will apologize. This helps me keep the good relationship and show my respect to
my customers.
11
Maranatha Christian University
In conclusion, the combination of all these potential solutions is the best
choice. However, there is one thing that must be considered, which is that
hostilities may happen in being calm. Although I have already spoken softly and
apologized to my customers. It is possible that I am ignored by my customers
because they are not satisfied enough. Therefore, I suggest that a ticketing and
tour staff with the same problem as mine should know these possibilities and
prepare to keep their focus when applying the solutions.
12
Maranatha Christian University
REFERENCES
Electronic Sources:
Avery, M. (2011). Dealing with difficult customer. Retrieved from:
http://www.unitiv.com/Dealing-With-Difficult-Customer
Corelli, C. (2010). The right way to deal with difficult customers and situations.
Retrieved from: http://www.cedmag.com/article-detail.cfm?id=10926256
Everard, M. (n.d.). How to handle customer complaints. Retrieved from:
http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html
Forbes. (2013). 7 Steps for dealing with angry customers. Retrieved from:
http://www.forbes.com/sites//2013/08/02/7-steps-for-dealing-with-angry
customers/
Freifeld, L. (2013). How to handle customers’ complaints. Retrieved from:
https://trainingmag.com/how-handle-customer-complaints
Freight, B. (n.d.). How to handle customer complaints. Retrieved from:
http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html
Kaufman, R. (2012). 10 Tips for effectively handling customer complaints.
Maranatha Christian University
Retrieved from: http://www.peoriamagazines.com/ibi/2012/jul/10-tipseffectively-handling-customer-complaints
Mehrmann, J. (n.d.). 10 Powerful steps to defuse angry customers. Retrieved from:
http://www.businessknowhow.com/marketing/diffuse-anger.htm
Michalowicz, M. (2014). 8 Steps to squash a customer's complaint. Retrieved from:
http://www.americanexpress.com/mike-michalowicz/8-steps-to-handlecustomer-complaints.html
Roshental, B. (2015). How to say sorry to an angry customer. Retrieved from:
http:/www.rogerharrop.com/knowledge_zone/articles/how_to_say_sorry_to_an/
Shushmul. (2005). Dealing with angry customer. Retrieved from:
http://www.callcentrehelper.com/dealing-with-angry-customers-152.htm
Sokanu. (2015). Sokanu. What is a Travel Agent?. Retrieved from:
https://www.sokanu.com/careers/travel-agent/
Printed Sources:
Face to face communications for clarity and impact. (2004). Massachusetts, US:
Harvard business press.
Maranatha Christian University