Category Archives: Customer Service

Customizing The Need

*Customizing The Need*

Haloo,

Pernahkah Anda meng-kustom produk/jasa Anda sesuai dengan kebutuhan pelanggan Anda?

Beberapa minggu yang lalu, papa saya iPhonenya rusak tombol homenya, sehingga saya di suruh cek apa kerusakannya. Karena memang tombolnya yang rusak, lalu papa saya minta ganti hp saja. Yah saya kasi hp Android yang digunakan sebagai demo unit di toko, yang fungsinya paling sederhana dan tidak memusingkan.

Lalu saya setuplah hp nya sesuai penggunaannya, pindahkan foto2 dari iphone lama, restore kontak2 di buku teleponnya, dan setup Whatsappnya. Dan saya matikan paket datanya karena tidak pernah menggunakan paket data.

Setelah 1 minggu penggunaan, tiba2 papa saya bilang kok tagihan kartu Halo saya sudah 100rban saja? Waduh ini pasti telponan gak ketutup nih, karena rata2 menggunakan layar sentuh, sehingga jika pada saat menutup telpon, ketekan home, dan telponnya jalan terus.

Atau paket datanya kehidup tanpa sengaja karena asal tekan di layar handphonenya. Saya jadi pusing, ya udah saya blg kalau mau matikan telpon harus tekan yang merah ini, kalau gak tekan, telponya jalan terus. Ringtonenya sudah di set lagu classic, suara paling besar, tambah getaran lagi.

Case solved. Sebulan kemudian setelah tagihan sebelumnya di bayar, sekarang papa saya bilang lagi, itu tagihan bulan ini sudah 125rb saja tuh, padahal baru beberapa hari saja. Waduh, ketekan apa lagi nih. Trus widget jam di homescreenya juga sudah hilang. Wah ini asal tekan lagi nih, atau masuk ke kantong dalam kondisi layar belum terkunci.

Saya otak atik lagi di setting, kali ini saya hapus APN di settingan datanya, sehingga walaupun mobile data dihidupkan, tidak akan terhubung ke internet. Saya cari-cari lagi opsi dari hp ini soal menutup panggilan telepon, ketemulah fungsi Tombol Power yang jika ditekan pada saat telponan, otomatis menutup panggilan tersebut. Kita lihat saja 1 bulan ke depan, apa ada masalah lagi dengan kebocoran paket data ataupun panggilan telpon yang tidak sengaja tertekan.

Pernahkah Anda menemukan pelanggan yang baru dan asing akan produk yang baru saja di belinya? Dan kita tidak tahu percis sejauh mana mereka menguasainya, ataupun masalah apa saja yang biasa dialaminya dan yang akan dialaminya di kemudian hari. Follow Up adalah salah satu manfaat yang terbesar yang dapat Anda berikan kepada pelanggan Anda, siapa tahu setelah 1 minggu penggunaan ada fitur atau fungsi yang mereka tidak mengerti, Anda dapat bertemu kembali dengan pelanggan Anda, mengajarkannya, dan mengkustom produk/jasa tersebut sesuai kondisi penggunaannya.

Bayangkan jika Anda tidak pernah follow up, mungkin pelanggan ini sudah lari ke tangan orang lain? Nothing is wrong with Following Up. If you are always connected with your customer, then your customer will be the one always Buying from you. Customize your Goods and Services according to your Customer’s Needs. Have a wonderful Holiday, Selamat Menyambut Idul Fitri, Mohon Maaf Lahir Batin.

Sincerely Yours,

Andi Wu
www.andiwu.com

Living in A Small Town

Its been sometimes since I scribbles something here. Well today’s incident and what has been going on these past few weeks has made me thinking a lot.

Living in this small town since I was born in 1983, actually does me some good. Only when I was already a grown up, living overseas for over 10 years, learning different culture and living, I started to hate the way of living here a lot.

Eversince I came back from overseas, I curse a lot, I get mad easily, I get stressed most of the time. Periodically I try to adjust, but certain times things are still the same.

Living in a small town is good as in lower living expenses, lesser entertainment and shopping thus you will spend more time with family. Facilities were not complete though.

Last two week, I attendend 5th Anniversary of KOMISI which I have been following since the beginning. I met a lot of people, I get to know great people, and friends. Being me the Introvert, I can’t seems to get a long easily with everyone, just a small group of people. Although I get to know every new faces from every event. My experiences with group of friends from Palembang this year were great. I feel welcomed and even had the greatest laugh moment till tears flowing out of my eyes. Yeah, that kind of laugh is what we all missed a lot. Thank you friends.

I still have plenty of friends out there, although we were all separated by islands, towns, countries, but I do miss you all sometimes.

After coming back from Bali, I fell ill the next week. I can’t sleep well since I came back. There are plenty of thoughts in my head. Maybe I had too many dreams and missions pending.

Also Perhaps for not controlling my water intake and the food I consumed. I got heavy headache and common cold. After four days still not much improvement, I went and get another med, and Thank God today I feel much much better. I had better sleeps, lesser thoughts going on in my head.

I try to stay away from my smartphone, phonecalls, or even business matters. Full hibernation, but still my presense is needed. Without much problem, I try to take care few of them and delegate to my precious wife. Thanks to her to take care of me, the kids and business while I am away and not well.

Today I feel good, not till this evening when a customer came complaining about his dead phone which he bought last week, and asking for refund or exchange to a new one. My staffs tried their best to follow the guidelines, but being a customer who still think “Customer is King”, my staffs gave up and came up to me instead. And customer is also asking to see the boss immediately.

Being still in recovery state, I tried not to take care this matter and ask them to wait for my wife instead. But being pushy, the customer insisted. My staff has lost their patience too and called me through the phone and asked the customer to talk to me directly.

Being so pushy and claiming he is from media got me on my nerves again. I told him, do you know what age we are living on now? I have met plenty of threats of the same kind. Now do you feel your phone is important? And do you know my rights as a person? I have my rights to rest and not meeting you. If I am not in this state, I could have come and settle it up with you. Being pushy, now I am in the progress of checking with the Service Centres of what we can do to help your case. So just wait. If you can’t wait and stay wise, How are we going to show respect and serve you properly?

Seriously I can’t control much. Although I know I just have to listen to their rants, tell them I understand how it felt, I will sort it out for you, but I need sometimes.

I just can’t stand people who are pushy, wanting something so immediate, but if I tried giving it to them and in the end they are at fault, will they send my an appologies? No. That kind of customers only think one way. Even if they are at fault.

Well, I finally found two alternatives for him though from my discussions with the service center. Let this be done.

Back to the thoughts in my head these past week, what can I offer people when I meet them? What business I had that I can sell to anyone anywhere? Where do I start? Or Did I just had too many things at once? Should I just get back to IT and expand it from there?

So many thoughts, that makes my road tangled up. I have to straighten that up and made it back to Highway pretty soon. End of the year 2016 is up, and 2017 is coming soon. Chinese New Year too.

I wish all of you a good days ahead, being on a highway to success and stay at your best Health and Fitness.

Andi Wu

Self Service / Recovery


Image Source: quoteseverlasting.com

I have been wondering, for many times, many experiences eversince I am back to this town in Indonesia. Is it the culture that really hard to change that makes some of the people are uncivilized and always wanted to be treated like a King?

Phrase of Customers is always a king never be always true, and not at every conditions. If we have lived overseas, or at least in a metropolitan where the growth is fast, people need to move fast, need to be discipline and survive by their own, we could understand and behave the way it should be. Self service is found in developed country a lot. How about Indonesia? I’ve been wondering if places like Jakarta, or other metropolitan cities, will the people do for themselves in order to recover or fulfil their needs?

I have a case here, which is not the first time, but plenty of the same I have been through. That is the local mindset that is totally wrong and outdated. They always demand their service is like a king.

Here is the situation: Ms. A purchase a tablet/smartphone/notebook or any electrical appliances that have 1 year warranty. That covers the hardware fault only. So, one day, anytime, let say after 6 months of usage, the particular device decided to be dead without any symptomps. Well, it seems to be manufacturing fault and covered under warranty. So we process the warranty. Problem is, we never be able to make sure how long does it take for the warranty claim to be done. For some people who never experience warranty claim before, they will demand immediate recovery. I want it now! 1 day? 1 week? and for some they can’t take it if it is up to a month or more.

There are many conditions to consider, and afterall we only able to help by sending it to the service center, and follow them up. And its depending on the service center’s ability to work every case out, and how fast they work. So, being a customer, some not willing at all to know what is going on behind that take it so long. All they want to know is what is your responsibility as the seller? They demand something more, like give a spare unit, or perhaps better change a new one for them immediately. Of course these are out of mind and at some point, and some circumstances, lending a spare unit is possible if you have already allocated some fund for it.

But for most of seller, we are not able to do so. And so what? Your phone is now spoilt and under warranty claim. You can’t work, or do your online sale. And for me myself, if I am met with such conditions, I will look for other alternatives my own. Put some effort to recovery what I have lost in work, and how can I proceed with my work and online business that rely on that particular device. Either I lend from a friend or relatives, spouse or parents? Or get a new one that cost slightly cheaper for a backup? You are doing business anyway, wouldn’t you think of backup?

No! That’s the reality here, they wouldn’t think of any self recovery at all. All they want is some expectation from you as the seller, to come up with solutions as good as possible, and as beneficial for them. So, I have to come up with some solutions, that of course win-win situation where I did not loose any funding, and they have their choices. You take it or leave it and wait for the claim to be done. Or you should actually REALLY come up with your own solution as you should know better your surroundings, your financial status, and how important that business is for you.

Sad but true! I hope it is not the same everywhere in Indonesia, and not the same for every customers out there. I have met one who have had only 1 laptops, and its spoilt. Need for warranty claim, but he wants to work! So? How am I responsible for your work? I am responsible to help you process the warranty claim as promised during the sales. And I am not responsible for any data, any loss caused by any fault to the device. Either you loose your job, loose your business, loose your data, or whatever. Grow up already! Its 2014, civilization is over, its Civilized now. Even the country is DEVELOPING country, not under-developed.

Too much nagging, too much unethical angers from the customers side, too much putting every responsibilities to us, too much of everything. Well, we tried for excellent customer service, excellent service recovery, but if all the demand is just self beneficial oriented, we are not able to do so. We are responsible for the goods we sell, we are not responsible for the impacts of that goods to your life or your work. I hate this town!

People said Singaporeans complaint alot, they want excellent service, well, yeah, but not to this extend. Some do actually, but I rarely met such kind. Mostly are understanding and able to think logically and reasonably. That’s from my experience with technical support job previously. I would appreciate if some of you who read this, would be able to share your thoughts over this.

Last but not least, anarchist acts are just everywhere in Indonesia. I’ve been wondering whether it is a safe country to live in. Wonder….

“All the advice in the world will never help you until you help yourself.” – Fred Van Amburgh

Setiap Konsumen Membutuhkan Perhatian Lebih


Image Credits: playbook.amanet.org

Ada satu pengalaman yang mengusik saya untuk membahas topik ini, yaitu kemarin saya kedatangan 1 keluarga customer – bapak, ibu, anak dengan membawa sebuah tablet terbungkus case. Mereka menginfokan kerusakan pada tablet tersebut, dan saya langsung mengeceknya dan memberikan analisa.

Setelah di tanya dan dicoba-coba, memang benar terjadi masalah pada port MicroUSB tempat chargingnya. Kemudian saya menanyakan apakah masih garansi? Masih, tetapi di tempat saya beli di tolak katanya tidak masuk kategori garansi. Terus saya terusik untuk mencoba membantu, menghubungi supplier yang saya kenal, dan sebenarnya masih ada harapan.

Setidaknya kita bisa mencoba mengirimkan ke service center untuk dipastikan dan jika garansi hangus pun, masih ada usaha untuk diperbaiki, setidaknya dengan sedikit tambahan biaya. Tetapi dengan menolak mentah2? Alhasil customer pun mencari pelarian di mana masih ada beberapa orang yang ingin mencoba membantu.

Jadi, saya memberikan 2 solusi kepada customer tersebut.

1. Kita coba kirim ke service center untuk di periksa lebih teliti lagi, apakah masih bisa di bantu garansi, atau setidaknya masih bisa di servis bebas biaya. Kalau garansi hangus, biaya perbaikan berapa kita konfirmasi kembali. Dan worst case scenario, walaupun tidak jadi diperbaiki, hanya rugi ongkos kirim Rp. 20.000. Kira-kira memakan waktu 1 minggu hingga 1 bulan tergantung antrian di Service Center.

2. Kalau gak mau menunggu, kita coba perbaikan oleh ahli perbaikan handphone, yaitu tetangga kita. Mereka khusus memperbaiki handphone, dan kadang-kadang tablet pun bisa diperbaiki.

Jawaban customer kalau pilih opsi 1: Tapi barang ini tidak saya beli di sini loh. Tidak apa-apa, service centernya kan sama. Dan kita bisa bantu.

Dan hati pun lega memberikan bantuan dan perhatian kepada customer yang bukan customer langsung, dan mungkin calon customer di masa yang akan datang. Walaupun mereka akhirnya tidak jadi karena tidak mau tunggu lama, akhirnya mencoba peruntungan di keahlian tetangga saya.

Sama halnya dengan kita sebagai dealer, kita membutuhkan perhatian lebih dari supplier kita maupun principal. Ketika tidak ada perhatian maupun follow up dari supplier, baik itu ada keluar produk baru, ada promo, atau ada informasi terbaru yang penting dan berguna, maka mungkin hati ini akan berpaling ke yang lebih memperhatikan kita.

Apakah Anda sudah memberikan perhatian lebih kepada customer Anda? Dealer Anda? Baik itu dengan Say Hi, Wish Birthday, dan dengan ikhlas membantu walaupun tidak beli dari kita?

And Thank God Its Friday.