Cindy is a customer service for Kings Chips . Kings Chips is the name of a snack. So far, Kings Chips has released three kinds of product. The products are fish skin salted egg, potato chips dan cassava chips. The products can be buy online on their website or through Whatsapp. Cindy is responsible for receiving complaints from customer through chat in their website or Whatsapp.
On friday, she received complaint from a customer named mrs. Anna. She complained that the snacks she purchased were all damaged. Like for the fish skin salted egg that she purchased, the packaging was already opened even before she open it. And for the cassava chips that she bought, it has expired. She's really dissapointed with the Kings Chips. She thinks they didn't do full quality control for their product. Cindy as the customer service apologizes about that matters and promised to improve the products quality. That problems are not only experienced by mrs. Anna, but Cindy gets almost 200 complaints so far with the same problem.
At lunch time, cindy talks to elva about the matters. They received so many complaint about the quality of product and the packaging of product. Not only that, they got bad reviews in their website and even some influencer like famous youtuber that review their product conveying dissatisfaction with Kings Chips products. This certainly will worsen kings chips image. She doesn't know how to do with that. Because almost every day there are customers who complaint about their products. But what Cindy can say is only an apology.
Elva gave a suggestion to tell Mrs. Trias about that matter. Mrs. Trias is the manager for quality control division . She thinks maybe mrs.Trias can find a solution for that matter.
Elva advises Cindy to submit complaints from customers at the next meeting held next monday. Hopefully there will be no such problem again in the future. Because if the problem continues to emerge, it will adversely affect the product image.
On the next monday, the company is holding a meeting to find out what progress and what problems that are happening at that time. In this meeting, Cindy provides a list about complaints that she received for a month. In the list, there are some complaint about damage packaging, expired product, damage snacks like burnt potato chips and delivery issue. She tells mrs. Trias there have been around 300 complaints on march. And some bad reviews from famous youtuber.
Upon hearing that, mrs. Trias apologizes to the company's chief manager. Because of her negligence, all things like that could happen. She promises her division will be more thorough in carrying out quality checks. But Cindy is not satisfied with the answer from mrs. Trias. According to her, it did not provide a solution to the problem. Especially because the customers who's complained demand compensation.
Indah as the company's chief manager give a solution about that matters. She says for the damage product, they must give a warning to the production team. So they will reduce errors of the production. As for the delivery problem, she hopes delivery team checks twice before the products are delivered, to reduce errors in wrong shipping addresses and errors in the number of products to be deliver. And for the compensation, they will replace the damaged product if the same problems happen again. Indah hopes the same problem doesn't happen again and and all employees can do their jobs well.
