The Sumsing Company is
engaged in technology sector by
selling product of mobile phones. That company has made a
good progress in selling their product. For getting a customer interest, the company always releases a new product
of mobile phones, so they get a really big profit from their sales. One day, in
the Monday morning, all employees have do their activities as usual. Some customers was looking for mobile phones. In the same time, a Customer
Service named Gloria has served a customer complaint. He complained about the problem in his mobile phone because a damage charger, so his
handphone's battery was not fully charged. Gloria also checked the charger to made sure there was a damage. And there was a damage
indeed. Then, Gloria gave an
apologize on behalf of The
Sumsing company and found a solution immediately. She offered the customer to change the new
charger and the customer has agree with that offered.
Suddenly, there was a customer who comes with emotion. This customer looked so angry and abused Gloria as the Customer Service of Sumsing company, because the
handphone or mobile phone
that she bought at the Sumsing
store exploded at one time
and she demanded that the accident could be followed up. Gloria looked so scare and she only said an
apologize to the customer. After that, the customer left the company with an
unsatisfied and still an angry face.
In the afternoon,
after the bad incident
on that morning, all of the employees at Sumsing Company were having a lunch break.
Suddenly, one of the
employees named Rena asked
about the incident on this
morning, that happened at the Customer Service section. So, Gloria explained
that there was a customer who
complained with an emotions
to her. After Gloria told the
chronology of the incident that happened to her on that morning,
she felt that morning monday
was a bad day for her. Other
employees also have giving a
spirit to Gloria, so her
mentality didn't get down. Beni, one of the employees of the Sumsing Company was suggesting that those issue could be discussed at a formal
meeting together with the company leaders. Other employees who heard the suggestion, including Gloria and Rena, agreed that those problem could be resolved and find a
solution.
Two days later after the incident, Beni's proposal as a
marketing manager was finally approved and that problem would be discuss at formal meeting. This formal meeting was attended by
several company leaders. There are the leaders of directors, marketing
managers, product development managers, and financial managers. This meeting
discussed about the problem
that occurred for two days
ago. The leaders discussed
several solutions. The marketing manager suggested that the customer could choose
the product with the same
price on the product that she was bought. The product development manager suggested replacing that with a same new product, while the
finance manager suggested to
return customer money by 75% of the price product that she bought. The managers
have their own opinion and the reason.
After heard the opinions of
some managers, the leader of directors made a decision that he thought was the
most effective. The decision is to replace new products of the same type and
certainly have better quality too. He chose that decision because it could make
a customer more satisfied
with the company's services. Besides that, it could maintain the company's image to remain good of other customers. And Sumsing Company also promised they
would be fixed the quality of product that
resulting at Sumsing company, so that could minimize complaints from other customers.
This naration made by:
- Destin Dara Exita (21216801)
- Irlangga Bayu Novtra (23216588)
- Muhammad Jafar Shidiq (24216964)
- Vella Masrianti (27216508)
- Visy Noor Widinda (27216569)
- Wisnu Adha Pratama Putra (27216687)
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