Traktor Nusantara (TRAKNUS) with the support of Executive Management & Learning Center (EMLC) held Customer Complaint Handling Training on March 12-13, 2024 at Multipurpose Room, TRAKNUS Head Office. This training activity aims to provide the knowledge, skills, and attitudes needed to handle complaints professionally. The program is specifically designed for the Service Division as the spearhead who often interacts directly with customers.   

Service Division Head Ferdinand Widjaja, officially opened the program by emphasizing the importance of this training. "The Service Division as the frontline is expected to be able to fulfill the various aspects needed in handling customer complaints to the stage of fulfilling customer satisfaction," he said.

In the midst of increasingly fierce business competition, quality service to customers is the key to the company's survival and sustainability. One important aspect of quality service is the ability to handle customer complaints. As a company that is committed to continuing to provide the best service to customers, TRAKNUS in an effort to realize concrete steps, one of which is holding training in handling customer complaints.

This series of training was commanded by Executive Management Staff Radin Noor as the Master of Ceremony. Participants underwent a series of activities for 2 (two) days including mini-lectures, interactive discussions, roleplay, and evaluation at the end. 

On the first day, material was presented on the understanding and ability to perform service recovery and manage complaints effectively. Participants were also taught how to make improvements after handling complaints through the preparation of a service improvement plan.

Continued on the second day, the material reviewed methods of understanding the causes of complaints and the importance of mindset, effective communication, and assertiveness in handling complaints, along with performance assessment. Participants were also taught about handling complaints verbally, non-verbally, visually, and in writing, through channels provided by the company.

As a deepening of the material, all participants underwent a roleplay of the Service Recovery Technique (Service Recovery) practicing complaint handling techniques using the Calm, Listen, Empathize, Acknowledge & Apologize, and Resolution (CLEAR) method. 

The Customer Complaint Handling Training is expected that the participants can implement the knowledge gained to provide the best service to customers in line with the value of Delight Customer, so that it can have a positive impact on increasing Traktor Nusantara customer satisfaction. (APR)