Handling Customers' Complaints As A Customer Service Staff At CV.Wijaya Prima Jaya Bandung.

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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.

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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

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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

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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’

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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

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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

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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,

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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

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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

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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

<http://customerservicezone.com/db/Anger_Management/>.

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<http://businesscasestudies.co.uk/first-direct/using-customer-service-to-

position-a-business/what-is-customer-service.html#axzz3IG6oGMs3>.

“Chapter 4- Employee Orientation & Training.” Aggie-

horticulture.tamu.edu.Texas A&M University System. 7 November 2014

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“Dealing With Criticism”. 2014. Skillsyouneed.com. 20 November 2014

<http;//www.skillsyouneed.com/ips/dealing-with-criticism.html>.

Grace, Natalie. “The Effects of Lack of Employee Training”. 2014.

<_{http://smallbusiness.chron.com/effects-lack-employee-training-}

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“How to Handle Customer Complaints.” Xero.com. 2014. Xero Limited. 19

November 2014 <https://www.xero.com/small-business-guides/business-

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Moore, Krista. “The Importance, Benefits and Fundamentals of Providing

Feedback in Sales”. 2009. 22 October 2014

<http://www.eyesonsales.com/content/article/the_importance_benefits_

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Marwood, Tim. “Train and Develop Staff”. 2014. 10 November 2014

<http://www.business.vic.gov.au/hiring-and-managing-staff/staff-

management/staff-training-needs-analysis>.

Reh, F.John. “New Employee Training – Is It Worth The Investment”

Management.about.com. 2014. 27 October 2014

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20 Oktober 2014

https://www.childwelfare.gov/pubs/usermanuals/supercps/supercpsf.cfm>.

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