Task 2 Meeting and Socializing

Task 2 Meeting and Socializing

1. Complaints from customers on a certain product / service

Dika is an employee of one of the Dealers of the Tayota Company in the sales and service section. Tayota Company is an industrial company Automotive & component that produces 4-wheeled vehicles.

On November 10 at 14.15 WIB Dika received a complaint from a customer namedpen. Jodi is a customer who has only bought a Tayota Fortuner 2-wheeled vehicle for just 2 weeks. Jodi complained that the car he had bought for 2 weeks had a problem, Car air conditioner cannot function properly, this causes the customer to be uncomfortable with the condition of the car he just bought  . This causes the Dika to not be able to use the Tayota car with a comfortable ride like before it experienced a disturbance. Dika said that in the first 2 weeks when the new car was sent from the Tayota dealer, the state of the car was fine and there was no interference. Dika suspected that the Tayota Fortuner car he had just bought 2 weeks had experienced compresor and electrical failure because it was not properly checked by employees who were in charge of Sales and Service when the car was first sent.

Jodi was very disappointed with the service of Tayota Company because the car he bought didn't live up to expectations. Jodi threatened to file a complaint with the Dealer to the Company Trusty. of course this will have a bad impact on the Dealer where Dika works. Jodi hopes to get compensation from the dealer where the pen is buying the car as soon as possible. Dika who handles sales of purchases from Jodi will be responsible and resolve the issue as soon as possible. The time needed for Dika is 3 days.

2. Office conversations : small talk and work related

On November 10 day after Dika gets a complaint from a customer who named the Jodi. Dika recounted the incident to teammate. Dika is worried that the Jodi will really complain to the Company Trustees for the complaints he got. If that happens, the employee who is in charge of the sales and service department will definitely receive sanctions from Tayota Company in the form of administrative sanctions and even up to sanctions for dismissal.

Rosa suggested to complain about the matter to Riris as the head of the division of the Sales and Service Division. After receiving suggestions from Rosa, Dika immediately rushed to meet Riris. After listening to a complaint submitted by Dika, Riris said this problem must be resolved quickly. In order for this problem to be resolved quickly, Riris contacted Juanningsih as the Dealer Manager and Prasetyo as the Division Head of the Technician Division and summoned several employees involved.

3. Meeting to solve problems

All parties involved immediately gathered and held a meeting that day so that the problem was quickly resolved in a short time. Dika started the meeting by explaining what problems were happening. Dika said the cause of the problem was the lack of attention from the Service Division at the initial check. Service section should check carefully the condition of the vehicle rather 100% ready before sending to the customer.

Juanningsih as the Dealer Manager said this Twas the responsibility of the Sales and Service Division. the debate began, Rosa who was a colleague after Dika said this was also the responsibility of the Technician Division. Rosa said that even if the car to be sent to the customer was not checked 100%, the car should also be ready 100% because it had been designed before by the Technician Division. Giovani, as the Head of the Division of Technicians, denied Rosa's statement. Giovani said, the sales and service division must continue to carry out the procedures established by Tayota Company is checking 100% of the car that will be sent to the customer.

Hearing debates that occur during meetings, Juanningsih as manager immediately acts quickly. Juanningsih decided to immediately provide compensation to customers named Jodi. Juanningsih said all dealers were also involved in this problem and had to be resolved together. Riris as the Head of the Sales and Service Division also said that his Division was the one who was most responsible. The Sales and Service Division will re-check the car purchased by Jodi. In this case the sales division also needs a division of technicians to check. Juanningsih said that after being checked it turned out that the car had undergone compresor failure and electricity in accordance with the expectations of the customer, Yang could make the car must be stored, then Delaer would replace the car with a new car. After all parties involved agreed to the policy the meeting was finally closed

Group :

Jodi Giovani (23217063)

Juaningsih (23217101)

Much. Andhika Prasetya (23217733)

Riris Sidabutar (26217571)

Rosa Viany (27217303)