1. Complaints from customers on a certain product / service
Sidiq is an employee of
one of the Dealers of the PT.Kawasikat in the sales and service section. PT.
Kawasikat is an industrial company Automotive & component that produces
2-wheeled vehicles.
On November 1 at 09.00
WIB Sidiq received a complaint from a customer namedpen. Mpen is a customer who
has only bought a Kawasikat Ninjah 2-wheeled vehicle for just 2 weeks. Mpen
complained that the motorbike he had bought for 2 weeks had a problem, the
starter used to turn on the motorbike could not be turned on normally. This
causes the mpen to not be able to use the Kawasikat motorbike with a
comfortable ride like before it experienced a disturbance. Mpen said that in
the first 2 weeks when the new motorbike was sent from the Kawasikat dealer,
the state of the motor was fine and there was no interference. Mpen suspected
that the Kawasikat Ninjah motorbike he had just bought 2 weeks had experienced
injection and electrical failure because it was not properly checked by
employees who were in charge of Sales and Service when the motorbike was first
sent.
Mpen was very
disappointed with the service of PT Kawasikat because the motorbike that bought
the car did not meet the desired expectations. Mpen threatened to file a
complaint with the Dealer to the PT. Trusty. of course this will have a bad
impact on the Dealer where Sidiq works. Mpen hopes to get compensation from the
dealer where the pen is buying the motorbike as soon as possible. Sidiq who
handles sales of purchases from Mpen will be responsible and resolve the issue
as soon as possible. The time needed for sidiq is 3 days.
2. Office conversations : small talk
and work related
On November 2 or 1 day
after Sidiq gets a complaint from a customer who named the Pen. Sidiq recounted
the incident to aldi's teammate. Sidiq is worried that the pen will really
complain to the PT. Trustees for the complaints he got. If that happens, the
employee who is in charge of the sales and service department will definitely
receive sanctions from PT Kawasikat in the form of administrative sanctions and
even up to sanctions for dismissal.
Aldi suggested to
complain about the matter to Adit as the head of the division of the Sales and
Service Division. After receiving suggestions from Aldi, Sidiq immediately
rushed to meet Adit. After listening to a complaint submitted by Sidiq, Adit
said this problem must be resolved quickly. In order for this problem to be
resolved quickly, Adit contacted Zahran as the Dealer Manager and John as the
Division Head of the Technician Division and summoned several employees
involved.
3. Meeting to solve problems
All parties involved
immediately gathered and held a meeting that day so that the problem was
quickly resolved in a short time. Sidiq started the meeting by explaining what
problems were happening. Sidiq said the cause of the problem was the lack of
attention from the Service Division at the initial check. Service section
should check carefully the condition of the vehicle rather 100% ready before
sending to the customer.
Zahran as the Dealer
Manager said this Twas the responsibility of the Sales and Service Division.
the debate began, Aldi who was a colleague after Sidiq said this was also the
responsibility of the Technician Division. Aldi said that even if the motorbike
to be sent to the customer was not checked 100%, the motorbike should also be
ready 100% because it had been designed before by the Technician Division.
Yohanes, as the Head of the Division of Technicians, denied aldi's statement.
Yohanes said, the sales and service division must continue to carry out the
procedures established by PT. Kawasikat is checking 100% of the motorcycles
that will be sent to the customer.
Hearing debates that
occur during meetings, Zahran as manager immediately acts quickly. Zahran
decided to immediately provide compensation to customers named Mpen. Zahran
said all dealers were also involved in this problem and had to be resolved
together. Adit as the Head of the Sales and Service Division also said that his
Division was the one who was most responsible. The Sales and Service Division
will re-check the motorbikes purchased by Mpen. In this case the sales division
also needs a division of technicians to check. Zahran said that after being
checked it turned out that the motorbike had undergone injection failure and
electricity in accordance with the expectations of the customer, Yang could
make the motorbike must be stored, then Delaer would replace the motorbike with
a new motorbike. After all parties involved agreed to the policy the meeting
was finally closed
Created by
:
- Aditya Ihza Mahendra (28216019)
- Muhammad Siddiq (25216115)
- Novendra Shaleh (25216485)
- Renaldi Subiantoro (26216168)
- Yohanes Putra Widjaya (27216783)
- Zahran Al Aziz (27216903)
