Rabu, 06 Januari 2010

HOW TO DEAL WITH CONSUMER COMPLAINTS

HOW TO DEAL WITH CONSUMER Complaints
CASE:
Http://www.plnjatengco.id search through the site in the column gives a customer complaint that during 2006 there were 68 complaints. Meanwhile, customer complaints data were recorded in 2007 reported that there were 94 customers who make complaints, with details; January 6 months of complaints, grievances February 3 months, in March 10 complaint, in April 14 complaint, the complaint in May 4, in June 11 complaints, month of July 11 complaints, grievances August 9th month, the month September 13 complaint, the complaint in October 3, November 5 months and months of complaints December 5 customer complaint. Every complaint filed by the customer will then be followed up with improvement or clarification from the company with the goal is to reduce customer frustration and improve customer satisfaction.
In addition to the website of PT. PLN, the customer can also convey a sense of dissatisfaction through the column in a newspaper reader - newspapers as practiced by:
1. Sdr. Ratnawati SE about unsatisfactory service from the 123 call center personnel, handling that is not readily and asked for immediate action to anticipate problems during the rainy season and to increase the number of field staff personnel.
2. Bpk. HP Moeljono about death often occurs since the voltage PLN light changed from 120 volts to 220 volts and demanded that the PLN tekhnisi more alert in the face of the rainy season. (Column Letter Reader, Suara Merdeka Daily, Tuesday, November 13, 2007)
3. Sdr. Nurjanah who claimed nearly forfeiture of PT. PLN because of an error checking the news reports and get the services that are not friendly (Column Readers Letters, Suara Merdeka Daily, Friday, September 28, 2007)
4. Complaints of No. HP 081325857xxx about frequent problems in the light die KALIWUNGU (Column Piye Jal, Suara Merdeka Daily, Monday, December 18, 2006)
5. Bpk. Kuncoro of resistance change of the electric meters with digital meters (Column Readers Letters, Suara Merdeka Daily, Tuesday, October 18, 2006)





Handling:
In fact in an effort to serve and establish communication to understand our customers desire, we often encounter misunderstandings that led to the filing of a complaint or statement of complaint to the company. This situation requires PR to provide appropriate handling of any complaints from customers.
This type of research used is descriptive. Primary data obtained directly from the sources of Public Relations, Customer Service staff and five customers who obtained from representatives of each medium of the complaint through in-depth interviews using an interview guide.
Complaint handling activities carried out by the PR and customer service.
Customer complaint handling process include:
* Data collection activities (fact finding)
* Planning activities (planning),
* The conduct of activities (actuating)
* Follow-up action (evaluation).
In the complaint handling aspect of the activities are still very lacking and should receive attention and improvement of corporate management is about the speed or range of time in resolving complaints. Improving service quality by making improvements is essential that companies can restore the trust of customers.
With the development of an increasingly dynamic technological and innovative, the human need to communicate with one another will grow more rapidly. This development was due to increased complexity of various problems to be faced by humans and must be resolved in a quick and short time. Also another factor is the change in people's lifestyles are becoming more dynamic, moving rapidly and more appreciative of the time.
Currently the service user community is increasingly rational and want services that "more" of the company, which requires public services with better quality than before. Service companies are required to focus attention on customers or customers with attention to customer needs and wants. In dealing with heterogeneous customers, scattered existence, and with different desires - would also lead to different constraints - constraints that make it difficult for the company.
Along with the advance of technology and the movement of human life, the existence of communication becomes a part that can not be separated from human life. Communication is an exchange - a simple concept but it is absolutely vital. Human communication needs to be able to interact and establish relationships with other individuals, because humans are essentially social beings.
Fabric required reciprocal flow of communication (two way communication) between the company and its publics (both internal and public external public) to establish a mutual understanding (mutual understanding) that occur equality reference frame (frame of reference) and the similarity of experience (field of experience). Currently, the role of reciprocal communication within a company is absolute and conducted by the division of Public Relations (PR) or Public Relations (PR). Public Relations (PR) is a form of communication that apply to all types of organizations whether they are commercial, public sector (government) and private (private). Role of Public Relations in an organization is very important especially when the organization interact with the community at large. PR carry messages, information and communications from the organizations they represent to be submitted to the communicant (public) as a target or targets.
PR or public relations duties in an organization / institution activities include:
1. Relationship to the (internal public); is meant by the internal public is public which is part of the unit / agency / company or organization itself.
2. Developing relationships outside (external public); the public is external is the general public (community). Pursue the growth of attitudes and a positive public image of the institutions represented.
Development of good relationships with internal and external public public is very important to be created, maintained and promoted in an effort to foster goodwill with the public trust against the company concerned, that will create understanding and good relations between the two.
In the Public Relations activities provide input and advice on various management policies related to public opinion or issue that was developing. And the Public Relations practice using communication to inform, influence and change the knowledge, attitudes and public behavior of the target. Results to be achieved in the activities of the Public Relations is essentially an image of a good (good image), good faith (goodwill), mutual understanding (mutual understanding), mutual trust (mutual confidence), mutual respect (mutual appreciation) and tolerance (tolerance ).
As noted above, that one of the results to be achieved from all public relations activities is the creation of mutual understanding (mutual understanding) between the company and its publics. This means that Public Relations should be able to minimize the occurrence of misunderstandings (misunderstanding). But there are still times when misunderstandings occur, because of dissatisfaction (dissatisfaction) from the customers about the service or services provided by firms. This dissatisfaction is likely to lead to the filing of complaints (complaints).

Among several factors that cause one can be controlled by the service provider. Thus service providers are responsible for minimizing miscommunication and misinterpretation that might occur and avoid them in a way that is easy to understand clearly. In this case the service provider must take the initiative so that he can clearly understand the instructions from the client and the client understands exactly what will be provided.
Before using a service, customers often have four different service scenarios (in his mind) about what is going through, namely:
1. Services are ideal;
2. Services are anticipated or expected;
3. Services that should be accepted (diserved);
4. The minimum services that can be tolerated (at least tolerable).

Assessment of an effective complaint management based on the main characteristics of the following:
1. Commitment;
The management and all members have a high commitment to listen and resolve complaints in order to improve products and services.
2. Visible;
Management informed clearly and accurately to customers and employees on how to complain and the delivery - those who can be contacted.
3. Acessible;
The Company ensures that the customer is free, easy and cheap to deliver the complaint, for example by providing a toll-free phone line or a stamped envelope.
4. Simplicity;
Complaint procedure is simple and easy to understand customers.
5. Speed;
Each complaint is handled as quickly as possible. The timeframe is a realistic solution to the customer informed. In addition any development or progress in handling complaints are resolved always communicated to the customer concerned.
6. Fairness;
Every complaint to get the same treatment, fair, regardless of the customer.
7. Confidential;
Customers desire privacy and confidentiality will be respected and maintained.
8. Records;
Data on complaints constructed so that any effort to facilitate continuous improvement;
9. Resources;
The Company allocates resources and adequate infrastructure for development and improvement of complaint handling system, including the training of employees;
10. Remedy;
Solution and the appropriate resolution (such as an apology, a gift, compensation, refund) for each complaint established and implemented consistently.

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