{"id":1116,"date":"2006-11-16T07:53:27","date_gmt":"2006-11-16T07:53:27","guid":{"rendered":"http:\/\/www.edunik.com\/home\/?p=1116"},"modified":"2013-05-14T13:51:44","modified_gmt":"2013-05-14T06:51:44","slug":"reflection-complain-handling-di-consumer-product-vs-b2b-product-2","status":"publish","type":"post","link":"http:\/\/edunik.com\/home\/?p=1116","title":{"rendered":"[reflection] Complain Handling di Consumer Product. vs B2B Product"},"content":{"rendered":"<p>Minggu ini banyak kesal dan habis waktu gara-gara urus SIM Card GSM (gara-gara handphone hilang).<br \/>\nNgurus agar nomer balik sih, cuma kesel karena antrian yang panjang.<a href=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg\"><img data-attachment-id=\"4596\" data-permalink=\"http:\/\/edunik.com\/home\/?attachment_id=4596\" data-orig-file=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?fit=463%2C306\" data-orig-size=\"463,306\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;Edward Sanusi&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;1368539457&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;}\" data-image-title=\"120-Anger\" data-image-description=\"\" data-image-caption=\"\" data-medium-file=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?fit=300%2C198\" data-large-file=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?fit=463%2C306\" decoding=\"async\" loading=\"lazy\" class=\"alignright  wp-image-4596\" alt=\"120-Anger\" src=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?resize=324%2C214\" width=\"324\" height=\"214\" srcset=\"https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?w=463 463w, https:\/\/i1.wp.com\/edunik.com\/home\/wp-content\/uploads\/2006\/11\/120-Anger.jpg?resize=300%2C198 300w\" sizes=\"(max-width: 324px) 100vw, 324px\" data-recalc-dims=\"1\" \/><\/a><\/p>\n<p>Tapi begitu tidak bisa buat nelpon dan SMS keluar, barulan kekesalan mulai menumpuk.<br \/>\nTambah gerah lagi apabila membandingkan cara menghadapi komplain, dengan industri yang saya geluti di bidang jasa (B2B).<\/p>\n<p><span style=\"color: #ff9900;\">PERTAMA<\/span>, pas telpon hotline pelanggan, butuh sekian menit untuk bisa engage dg call center operator. Dan saat tidak merasa dapat jawaban memuaskan, bingung eskalasi ke mana.<br \/>\nJadi iri, karena di industri saya, klien dengan mudahnya nelpon ke HP saya, kapanpun, untuk komplain urusan apa pun. Padahal, kadang nama saya tidak ada di jalur eskalasi resmi.<\/p>\n<p>Dari pengalaman kemarin kayaknya hanya 1 dari 4 attempt yang nyambung saat telpon ke hotlinenya.<br \/>\nJadi lucu, nelpon ke frontlinenya saja pun harus dibarengi dengan doa dan harapan agar tidak menghadapi &#8220;Maaf semua operator kami&#8230;.&#8221;.<br \/>\nBegitu nyambung ke customer service, rasanya bersyukur dan lega sekali&#8230; (lho? bukannya harusnya malah marah).<\/p>\n<p><span style=\"color: #ff9900;\">KEDUA<\/span>, pas nyambung, tidak ada solusi lain kecuali &#8220;Saya refresh, coba matikan handphone, dan hidupkan lagi.&#8221;<br \/>\nSesudah berkali-kali mencoba, jawaban yang didapat sama walau orangnya berbeda, dan tidak pernah berhasil.<br \/>\n(ingat ya.. hanya 1 dari 4 attempt yang nyambung sampai kelayani, jadi untuk terima &#8216;solusi&#8217; sebanyak 4 kali, berarti attempt telpon hotline itu bisa 16 kali, 16 kejadian yang bikin kesal).<br \/>\nDi industri saya, tidak bisa bayangin semarah apa klien kalau ganti-ganti orang yang menghadapi, dan bisa lebih marah lagi kalau udah orangnya beda, solusinya tetap sama.<\/p>\n<p><span style=\"color: #ff9900;\">KETIGA<\/span>, akhirnya saya datangi customer service.<br \/>\nJadi gondok lagi. Kebayang soalnya kalau di industri saya, mana ada customer yang datang ke kantor untuk marah-marah dan komplain.<br \/>\nYang ada malah dipanggil mendadak, sehingga harus pontang panting nyesuaikan jadwal.<\/p>\n<p><span style=\"color: #ff9900;\">KEEMPAT<\/span>, ternyata solusi-nya adalah dibuatkan case untuk disolve di bagian lain (teknikal), dan dapat nomor kasus, serta diminta menunggu hasil 24 jam.<br \/>\nSigh&#8230; percuma mau marah dan bilang bahwa adanya handphone itu kritikal buat saya.<br \/>\nAtau menekankan bahwa saya butuh saat ini untuk nelepon.<\/p>\n<p>Jadi kebayang lagi kalau saya di posisi yang dikomplain klien saya.<br \/>\n&#8220;Pokoknya harus beres besok problemnya. Kalau engga kita engga bisa kerja nih. Tahu engga sih dampaknya?&#8221;<br \/>\n&#8220;Kirim orang sekarang juga. Mana tanggung jawabnya?&#8221;<\/p>\n<p><span style=\"color: #ff9900;\">KELIMA<\/span>, walau ada problem yang menyebabkan tidak bisa dipakai, tetap saja billing datang tepat waktu, dan menuntut pembayaran tepat waktu (mana pakai dituduh belum bayar, jadi tidak bisa dipakai).<br \/>\nDi industri saya? Satu minor problem saja bisa menunda semua pembayaran.<\/p>\n<p>&#8212;&#8212;&#8212;&#8211;<\/p>\n<p>Dan <span style=\"color: #ff9900;\">TERAKHIR<\/span> yang bikin ambil nafas panjang dan dalam&#8230;. karena menyadari bahwa bahwa klien-klien yg demanding juga banyakan dari industri seperti yang saya komplain kemarin (consumer).<\/p>\n<p>I wish complain handlingnya bisa sama \ud83d\ude42<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Minggu ini banyak kesal dan habis waktu gara-gara urus SIM Card GSM (gara-gara handphone hilang). Ngurus agar nomer balik sih, cuma kesel karena antrian yang panjang. Tapi begitu tidak bisa buat nelpon dan SMS keluar, barulan kekesalan mulai menumpuk. Tambah gerah lagi apabila membandingkan cara menghadapi komplain, dengan industri yang saya geluti di bidang jasa <a href=\"http:\/\/edunik.com\/home\/?p=1116\"> read more <span class=\"meta-nav\">&raquo;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":4596,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"spay_email":"","footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[7],"tags":[28,103],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>[reflection] Complain Handling di Consumer Product. vs B2B Product<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/edunik.com\/home\/?p=1116\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"[reflection] Complain Handling di Consumer Product. vs B2B Product\" \/>\n<meta property=\"og:description\" content=\"Minggu ini banyak kesal dan habis waktu gara-gara urus SIM Card GSM (gara-gara handphone hilang). Ngurus agar nomer balik sih, cuma kesel karena antrian yang panjang. Tapi begitu tidak bisa buat nelpon dan SMS keluar, barulan kekesalan mulai menumpuk. 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