Handling Complaints of The Customers in The Computer Shop Compumax.

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ABSTRAK

Tugas akhir ini ditulis untuk memenuhi salah satu syarat kelulusan program D3 Bahasa Inggris Fakultas Sastra, Universitas Kristen

Maranatha. Adapun tujuan saya menulis tugas akhir yaitu untuk

mengetahui secara detail mengenai permasalahan yang terjadi berkaitan dengan keluhan pelanggan yang saya alami dalam pekerjaan saya sebagai salah satu tenaga marketing selama magang di Compumax dan mencari solusi untuk menyelesaikan masalah tersebut.

Compumax sendiri adalah merupakan salah satu toko komputer yang terdapat di Kota Bandung yang menyediakan berbagai menjual asesoris komputer.Oleh karena itu tenaga marketing yang bekerja di Compumax diharapkan dapat melayani pelanggan dengan benar.

Permasalahan selama magang di Compumax adalah produk yang tidak jalan atau rusak. Keluhan pelanggan bermacam-macam, seperti memory card, hard disc, m-board tidak jalan atau rusak, dan kesalahan dari tenaga marketing.

Pada tugas akhir yang berjudul “Handling Complaints of the Customers in Computer Shop Compumax” ini, saya akan memaparkan tiga solusi yang memungkinkan untuk mengatasi masalah yang

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CHAPTER I

INTRODUCTION

A. Background of Study

Handling complaints of the customers in the computer shop Compumax

is the topic that I choose for my term paper. The reason why I choose it as

my topic is because there are many customers who complain about

broken or unqualified products they buy from the computer shop

Compumax, the place of my apprenticeship. For example, the customers

buy memory card, hard disc, or something else, but after they take the

products home, they find that the products cannot work normally after

several days they buy them. Also sometimes customers complain about

marketing people who give wrong information to them. That is why so

many complaints arise from the customers.

Customers’ complaint is quite a serious thing for a computer shop. The

customers buy the product at the shop, and the shop has to pay attention

to the customers’ interest. Therefore, solving the problem of customers’

complaints becomes a very important thing for the marketing people in the

computer shop because there are many customers’ complaints thatthe

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person can solve the problem very well and make all the customers

satisfied.

To win the competition between Compumax and the other computer

shops, the computer shop Compumax should provide good service to

customers. To win customers, the computer shop Compumax should have

marketing people who have professional selling skills. In the computer

shop, the marketing people serve a key role, because the marketing

people are the soul of the shop, just like the CPU in a computer, without

which the computer cannot work. For marketing people, their task is not

only selling products, but alsosolving problems that their customers have.

In order to offer good service to the customers, they must be capable of

describing the list of products clearly so that the customers could

understand about the kinds of products that the shop has, and listening

carefully to what the customers really want. Furthermore, the marketing

people should have enough patience and confidence to be able to explain

and familiarize the functions of each product to customers.

B. Identification of the Problem

This paper will try to find the answers to the following questions:

1. How do the marketing people handle the customers’ complaints?

2. What are the causes of customers’ complaints in Compumax?

3. What are the effects of customers’ complaints in Compumax?

4. What are the potential solutions for the problem of customers’

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5. What are the potential positive and negative effects of the

potential solutions?

6. What is the best solution for the problem of customers’ complaint

in Compumax?

C. Objectives and Benefits of the Study

The objective of this study is to find out the best solution to solve the

problem of customers’ complaints that I faced during my apprenticeship at

Compumax. The solutions play a significant role for the business of

Compumax. Without satisfactory solutions, the shop cannot make

progress quickly and effectively. On the contrary, the unsolved problems

will surely become a big obstacle in Compumax’s business.

In my opinion, there are lots of benefits from this study, not only for me,

but also for Compumax and the readers. For me, the benefit is that I can

know the best solution for solving the problem of customers’ complaints.

The plan I set for myself in thefuture is that one day I can have my own

computer shop. Through this study, I learn that dealing with customers’

complaints satisfactorily is quite a difficult and significant thing for a

computer shop, because it can greatly influence the customers’ decision

about where they should go and choose the products.

For Compumax, the benefit is to realize how important the professional

selling skills are for their marketing people and their service quality. What

is more, they can discover the weaknesses and the strengths of their

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try to avoid the weaknesses.

For thereaders who have strong interest and desire to have their own

computer shop, the benefit from this study is to know that professional

skills of handling customers’ complaints are very important for the

marketing people in the computer shop. As to the other readers, the

benefit is to know more about the computer shop, which, to some degree,

could help them to protect their benefit.

D. Description of the Institution

Compumax is one of the computer shops in Bandung . At the

beginning, the shop was opened at Jl. Wastukencana in 2000. Three

years later, Compumax moved to Bandung Electronic Center (BEC). BEC

is located at Jl. Purnawarman no. 13-15 Bandung. Now Compumax is at

Lt. 2 Blok B-01 in BEC.

Compumax’s business is mainly on selling various kinds of hardware

and software of computers. Besides, they also have a lot of accessories

for computers, such as key board, mouse, printer, scanner and flash disk.

From year to year, Compumax keeps developing and becoming more and

more popular. Now, it has been well known by many people in Bandung

who are interested in computers. The service of the Compumax is good

and the shop is well appointed and well equipped. Therefore more and

more customers choose to come to Compumax to buy the products they

need.

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brands of different components. Compumax also sells laptops, whose

brands range from domestic ones to foreign ones, such as Axioo, Acer,

Toshiba, and others.

There are five marketing people and two technicians in Compumax.

The tasks of the marketing people are selling the products to the

customers, and dealing with the customers’ complaints. The tasks of the

technicians are assembling, repairing, and trouble shooting computers.

E. Limitations of the Study

The problem stated in this term paper is taken from a real working

situation at Compumax. The study will deal with the problem I faced when

I did my apprenticeship in Compumax for twenty days. It will also propose

the corresponding solutions to the problem. Moreover, I did some library

research and Internet browsing to find theories that are related to

customer service, also made full use of my 20 days’ apprenticeship journal

as the source of data that I use to make a precise, applicable and

acceptable study in the end.

F. Organization of the Term Paper

In my term paper, there are four chapters. In Chapter I, the Introduction

part provides the readers with the information about the main problem

existing in the computer shop’ s business, the general background the

study is based on, the goal of the study, and the benefits that I as the

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In Chapter II, the analysis of problem is stated in detail, discussing the

causes and the effects of the problem one by one. Chapter III describes

the potential solutions that can solve the problem which is focused on

customers’ complaints about the products, and the potential positive and

negative effects of these potential solutions respectively. Chapter IV is the

conclusion, which contains the best solution to solve the problem. This

solution is proposed based on the analysis from the previous chapters. In

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CHAPTER IV

CONCLUSION

In this chapter, I want to discuss about the conclusion. In Chapter III, I

analyze three potential solutions which can be used to handle the problem

of customers’ complaints. All of them are quite good solutions. However, I

believe that the best solution for the marketing people to deal with the

problem of customers’ complaints are solution one and solution three,

which is the marketing people of Compumax should replace the old

product with new ones for the customers if the products that the customers

buy are still in a guarantee period and apologizing to the customers and

gives a discount or the giveaway.

Solution one can make the customers have faith and confidence in

service of the computer shop. Compared with solution two, solution one

can better solves the problem of the customers’ complaints. Solution two

takes more time than solution one. Solution three will build good

relationship with customers. If the customers have problems of any kind,

they always want to have satisfying solution. Solution one can solve the

problem of the customers’ complaints faster and can show the customers

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want.

With these solutions, there is a benefit for the customers. The

customers can have their problem solved. The customers’ rights are

guaranteed by the shop. Therefore, they will have strong desire to buy

products in the shop again. There is no need for them to worry about the

quality of service by the shop. However, Compumax will lose some of

profit because of these solutions. The shop will loss some profit of solution

one because they have to be responsible for the broken products’

guarantee, because the factory is not responsible for the broken products’

guarantee. I suggest that the shop should have some communication with

the factory that protects the benefit of the shop owner by making the

guarantee time longer. Therefore, the shop will not lose its profit. For the

solution three, the shop gives the discount and giveaway will decrease its

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BIBLIOGRAPHY

Printed Sources

Lucas, Robert. Customer Service. New York: McGraw-Hill/Irwin, 2005.

Stanton, W.J. Prinsif Pemasaran. terjemahan Drs. Yohanes Lamarto.

MBA., MSM. Edisi Ketujuh. Jakarta : Erlangga, 1991.

Electronic Sources

Cara, Henry. “Hardware Store Customer Service Representative”.

Customer affairs. 17 May 2008

<http://www.consumeraffairs.com/php/a_report.php>

Edrich, Alyice. “Handling Customer Complaints”. Business Resources

Center. 15 Sept. 2005. 06 May 2008

<http://www.icbs.com/kb/customer_service/default.htm>

Jordan Troverso. “Customer-Service”. Guide created: 05 Jan. 2006.

17 May 2008. Ebay.