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Narrative
1
The Sumsing Company is engaged in technology sector by selling product
of mobile phones. That company has made a
good progress in selling their product. For getting a customer interest, the company
always releases a new product of mobile phones, so they get a really big profit
from their sales. One day, in the Monday morning, all
employees have do their activities as usual. Some customers was looking for mobile phones. In the same time, a Customer Service named Gloria has served a customer complaint. He complained about the problem in his mobile phone because a damage charger, so his handphone's battery was
not fully charged. Gloria also checked the charger
to made sure there was a damage. And there was a damage indeed. Then, Gloria gave an apologize on behalf of The Sumsing company and found a solution immediately. She offered the customer
to change the new charger and the customer has agree with that offered.
Suddenly, there was a customer who comes
with emotion. This customer looked so
angry and abused Gloria as the Customer Service of Sumsing company, because the handphone or mobile phone that she bought at the Sumsing store exploded at one time and she demanded that the accident could be followed up. Gloria looked so scare and she only said an
apologize to the customer. After that, the customer left the company with an
unsatisfied and still an angry face.
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Narrative
2
In the afternoon, after the bad incident on that morning, all of the employees at Sumsing Company were
having a lunch break. Suddenly, one of the employees named Rena asked about the incident on this morning, that happened at the Customer Service
section. So, Gloria explained that there was a customer who complained with an emotions to her. After Gloria told the chronology
of the incident that happened to her on that morning, she felt that morning
monday was a bad day for her. Other employees also have giving a spirit to Gloria, so her mentality didn't get down. Beni, one of the employees
of the Sumsing Company was suggesting that those issue could be
discussed at a formal meeting together with the company leaders. Other
employees who heard the suggestion, including Gloria and Rena, agreed that those problem could be resolved and find a solution.
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Narrative 3
Two days later after the
incident, Beni's proposal as a marketing manager was finally approved and that
problem would be discuss at formal
meeting. This formal meeting was attended by several company leaders. There are
the leaders of directors, marketing managers, product development managers, and
financial managers. This meeting discussed about the problem that occurred for two days ago. The
leaders discussed several solutions. The marketing manager suggested that the
customer could choose the product with the same price on the product that she was bought. The product development
manager suggested replacing that with a same new product, while the finance manager suggested to return
customer money by 75% of the price product that she bought. The managers have their own opinion and the reason. After heard the opinions of some
managers, the leader of directors made a decision that he thought was the most
effective. The decision is to replace new products of the same type and
certainly have better quality too. He chose that decision because it could make
a customer
more satisfied with the company's services. Besides that, it could maintain the
company's image to remain good of other customers. And Sumsing Company also promised they would be fixed the quality of product
that resulting at Sumsing company, so that could minimize complaints from other customers.
