Difficulty in Handling Complaints of The Customers at Maxindo Computer Shop.

(1)

i Maranatha Christian University

ABSTRACT

Dalam penulisan tugas akhir ini, saya membahas masalah yang saya hadapi ketika magang di Maxindo. Masalah yang dihadapi adalah keluhan pelanggan terhadap produk yang rusak seperti memory card, hard disc, laptop dan kesalahan dari tenaga marketing dalam memberikan informasi kepada pelanggan toko. Adapun tujuan saya menulis tugas akhir ini adalah untuk mengetahui secara mendetail mengenai permasalahan yang terjadi berkaitan dengan keluhan pelanggan yang saya alami dalam pekerjaan saya sebagai salah satu tenaga marketing selama magang di Maxindo dan

mencari solusi untuk menyelesaikan masalah tersebut.

Dalam tugas akhir ini, saya akan menguraikan hal-hal apa saja yang menyebabkan keluhan dari pelanggan toko. Keluhan dari pelanggan itu disebabkan adanya kerusakan terhadap produk yang sudah dibeli dan adanya kesalahan dari tenaga marketing dalam memberikan informasi

kepada pelanggan toko. Efek dari dua hal diatas adalah pelanggan toko akan merasa tidak senang akan kualitas barang yang disediakan Maxindo dan tentunya Maxindo akan mengalami kerugian bila tidak ada orang yang membeli produknya. Saya juga akan mengajukan beberapa solusi yang dapat digunakan untuk mengatasi permasalahan tersebut sehingga masalah tersebut dapat diatasi. Adapun solusi yang saya ajukan adalah Maxindo menyediakan barang berkualitas baik, supervisor Maxindo memberikan training kepada staff marketing baru setidaknya selama seminggu ketika staff marketing baru memulai pekerjaannya, dan supervisor Maxindo memberikan hasil kinerja staff marketing baru tersebut.

Di bagian penutup dari tugas akhir ini saya akan mengajukan solusi terbaik yang diharapkan dapat bermanfaat untuk mengatasi permasalahan dalam menghadapi keluhan pelanggan terhadap produk yang rusak ataupun kesalahan dari tenaga marketing di Maxindo. Solusi terbaik yang saya ajukan adalah Maxindo menyediakan barang berkualitas baik dan supervisor

(2)

iv Maranatha Christian University

FLOWCHART

Potential Positive Effects: 1. Good quality products rarely have problems.

2. Stocking the shop with good quality products can avoid the risk of receiving complaints of broken products.

Potential Negative Effects: 1. Maxindo must have a budget to provide good quality products because the products are

expensive.

2. Customers with limited budget cannot buy the expensive products.

Potential Negative Effects: 1. The feedback does not guarantee a positive effect on future performance.

Potential Negative Effects: 1. Waste the new marketing staff’s time to hold training. 2. Supervisor’s working hours will be interrupted during the training because he/she has to control the new marketing staff during the training time.

Potential Solution II: Supervisor of Maxindo

should give training to new marketing staff at least once a week when

the marketing staff starts to work there.

Potential Positive Effects: 1. New marketing staff can develop their skills before starts to work there. Potential Solution I:

Maxindo should stock their shop with good

quality products.

Potential Solution III: Supervisor of Maxindo

should give a regular performance feedback to new marketing staff

about their job performance.

Potential Positive Effects: 1. New marketing can improve his/her performance from the feedback.

Chosen Solution: Potential Solution I & II

Maxindo should stock their shop with good quality products and the supervisor of Maxindo should give training to new marketing staff at least once a week when the new marketing staff starts to work there.

Problem:

Customers’ Complaints

at Maxindo computer shop.

Effect1:

Customers will be unhappy about Maxindo.

Effect2:

The business of the shop will not be successful.

Cause1:

The products which customers buy are broken.

Cause2:

(4)

1 Maranatha Christian University

CHAPTER I

INTRODUCTION

A. Background of the Study

Nowadays a personal computer is used frequently by many people for

working, playing games and doing many other activities. Ralph M. Stair

states that “Personal computers are used in almost every field and

profession” (28). With computers, human work will be more easily done

because computers can do so many things, such as sending emails,

storing data, and searching information on the Internet. In addition,

computers are not only used by people in office, but also by students in

school. From this fact, I chose to have an internship at Maxindo computer

shop because I wanted to expand my knowledge about computers.

When working at Maxindo computer shop, I had to handle some

complaints from customers. There were various kinds of complaints from

the customers. For example, there were complaints about external hard

disc, memory card, wireless connection and some errors that happened

when they turned on their laptop. There was also a customer who

(5)

him. The complaints, of course, would make the marketing people busy

because it is not easy to handle them. This study aims at discussing the

problem and providing the best solution to handle customers’ complaints in

Maxindo. As a result, Maxindo computer shop can serve the customer in a

satisfying way and build a good relationship with customers.

B. Identification of the Problem

The problems that are discussed in this paper are as follows:

1. Why do the customers complain to Maxindo computer shop?

2. How to handle customers’ complaints in Maxindo computer shop?

C. Objectives and Benefits of the Study

The objectives of this study are as follows:

1. To know what the causes of the complaints at Maxindo computer

shop are.

2. To know what the best solutions to handle the complaints at

Maxindo computer shop are.

By the end of this term paper, I hope the proposed solution can solve

the problem of customers’ complaints that I faced during my internship at

Maxindo.

Hopefully this study will also have a lot of benefits, not only for me, but

also for Maxindo. For me, the benefit is that I can know the best solution

(6)

that dealing with customers’ complaints quite significantly influences the

customer’s decision about where they should go to buy the products.

For Maxindo, the benefit is to know how to build a good relation with

the customers and how to improve their service quality. And, most

importantly, Maxindo can find out the strengths and the weaknesses of

their service in serving the customer so that they can improve their

business.

D. Description of the Institution

Maxindo is one of the computer shops that is located in Bandung

Electronic Centre (BEC) at Lt. 1 blok A8. BEC itself is located at Jl.

Purnawarman no 13-15 Bandung. This shop was opened in 2003 by

Kalim. Before opening this shop, Kalim also worked in BEC in marketing.

After he had enough funds and experience, he decided to open a shop,

using his own money.

Maxindo sells various kinds of laptops such as Axioo, Acer and HP.

Besides laptops, this shop also sells a lot of components and accessories

for computers, such as Motherboard, VGA, external hard disc, keyboard,

mouse, printer, scanner, and flash disk. From year to year, Maxindo

always tries to give good service to their customers, keeps developing,

and becomes more popular. Now, it is well known by many people in

(7)

E. Method of the Study

The methods of the study used in this paper are my internship journal,

Internet browsing, and library research. My internship journal contained

data which were written during my internship. Internet browsing and library

research were done to collect theories from other sources to support my

data and analysis.

F. Limitations of the Study

The problem stated in this term paper is taken from my internship at

Maxindo computer shop at BEC. The study dealt with the customers’

complaints that I faced when working there. The data were taken from 21

December 2009until 5 February 2010.

G. Organization of the Term Paper

The research of this study is divided into four chapters. The first

chapter is Introduction, and consists of the Background of the Study,

Identification of the Problem, Objectives and Benefits of the Study,

Description of the Institution, Method of the Study, Limitations of the Study,

and the Organization of the Term Paper. The second chapter deals with

problem analysis, which discusses some factors that cause the problem

and the effects of the problem. It also provides some relevant theories and

examples that support the process of analyzing. The third chapter

discusses potential solutions of the problem. Here, the writer provides

(8)

negative effects from the given solutions. In the last chapter, which is

chapter four, the writer makes a conclusion which provides the chosen

potential solutions as the best way to solve the problem. This solution is

proposed based on the analysis in the previous chapter. In the last part, I

(9)

12 Maranatha Christian University

CHAPTER IV

CONCLUSION

After doing some observations at Maxindo during my internship, I

found that it is not easy to handle complaints from customers. There are

two causes that make the customers complain. First, the products which

customers buy from Maxindo are broken. Second, the marketing people

give wrong information to the customers. As a result of the problem, the

effects are the customers will be unhappy about Maxindo and the shop

business will not be successful. There are three potential solutions to

avoid this problem from becoming worse. First, Maxindo should stock their

shop with good quality products. Second, the supervisor of Maxindo

should give training to new marketing staff at least once a week when the

marketing staff starts to work there. Third, the supervisor of Maxindo

should give regular performance feedback to new marketing staff about

their job performance.

In this chapter, I would like also to present the best solution to help

Maxindo in handling the complaints about the broken products and about

the marketing staff who gives wrong information to the customers. Based

on the analysis of the potential solutions that have already been discussed

(10)

13 Maranatha Christian University

solutions, which are Maxindo should stock their shop with good quality

products and the supervisor of Maxindo should give training to new

marketing staff, at least once a week when the marketing staff starts to

work there.

Training can help the trainees to develop their competencies and

improve their ability to work. Competent employees can make customers

satisfied and can become a good asset for Maxindo. Satisfied customers

will surely become loyal customers. They will increase the income of

Maxindo.

To conclude, stocking good quality products can avoid the risk of

receiving many complaints of broken products, while holding training for

new marketing staff is also very important to improve their competence in

handling complaints and explaining Maxindo’s products, especially for

those who do not have any previous work experience. Thus, Maxindo will

be able to produce employees who are ready to serve and handle the

customers well. I suggest that Maxindo should use solution one first

because if Maxindo stocks their shop with good quality products, people

will remember that Maxindo is a shop that provides good products. After

applying solution one, the training should be held if Maxindo has new staff

with no previous work experience. Hopefully these solutions can help

Maxindo handle the complaints from customers about the broken products

(11)

Maranatha Christian University

BIBLIOGRAPHY

Printed Sources

Cascio, Wayne F. Applied Psychology in Human Resource Management.

New Jersey: Pearson, 2005.

Kotler, Philip. Marketing Management North Western: Prentice Hall, 2003.

Noe, Raymond A. Employee Training and Development. New York:

McGraw Hill, 2005.

Sherman, Arthur W. Managing Human Resources. Cincinnati: Ohio, 2001.

Stair, Ralph M. Computers in Today’s World. North Western: Prentice Hall,

2001.

Ulrich, Karl T. Product Design and Development. New York: McGraw Hill,

2004.

Electronic Sources

Fisher, Tim. “Hard Disk Drive.” About.com. 7 September 2009. 10 April

2010< http://pcsupport.about.com/od/componentprofiles/p/p_hdd.htm>.

Hughes, Tash. “Customer Complaints.” Wordconstructions.com. 2005. 10

April 2010

(12)

Maranatha Christian University

Maggs, Lee. “What Causes a Slow Computer?.” What Causes a Slow

Computer?. 19 Mar. 2010 EzineArticles. 25 May. 2010

<http://ezinearticles.com/?What-Causes-a-SlowComputer?&id

=3958629>.

Wanish, Heather. “How to Deal with Unhappy Customers.” Suite101.com.

2009. 10 April 2010

<http://customer- relations.suite101.com/article.cfm/how_to_deal