Rani

Rizky Amalia Ulfa

1. What should we do if our customers do not accept our apology?

We should go to the root of what caused the customer problem. We try to explain clearly what
happened and why it happened. After that we should fix the problem as soon as possible. Finally
we should tell to the customer why it will not experience this problem again.
2. What is the relation among customer service, promotion and marketing?
Customer service has a close relation with promotion and marketing. They should walk together.
They should has a better relationship for better social media support, for build customers belief,
for deep understanding of the consumer, for setting customer expectation, for unified messaging
and communications, and to reach customer expectation.
3. How can an LTO management make every staff ready to handle complaints? What kind of
training is needed?
We should conduct the training for the staff especially customer service. The competencies are
Interpersonal and empathy, communication, handling stress, active listening, team working,
problem-solving and complaints-handing, product and organization knowledge, and
commitment to aims and values of organization.

Resky Januarty

1. What are the differences between customer services in English course and customer services in
other company/ affiliation? Do the customer services in English course have special job desk?
The difference is about the product that we offer to the customer. According to the product the
customer services in English course is offer the service from the teacher and some product that
support the learning process in the English course.
2. Based on your explanation customer service should provide something interested which can
attract people, what are the differences between customer service and promotion?
The differences between customer service and promotion are the customer service give a first
service for the customer and the promotion focus on the target customer in the large area.
3. How to maintain the services so the customers can be satisfied by the services given?
These are five ways to maintain the services:
- Respond as quickly as possible
- Should know your customers
- Fix the mistakes as soon as possible
- Go the extra mile
- Think long term a customer is for life

Ida Dwi Safitri

1. What will we do if the parents of the student complain to the customer service because their
childrens score do not improve?
 Try to explain clearly to their mother the reasons that makes the childrens score do not improve.
We should give the option to solve the reason/problem that make the score did not improve.
How can their parent support to solve it.
2. How to be a good customer service?
They should have good skills for the customer services such as: patient, attentiveness, clear
communication skills, knowledge of the services/product, ability to use positive language,
acting skills, time management skills, ability to read customers, a calming presence, goal
oriented focus, ability to handle surprises, persuasion skills, tenacity, closing ability, and
willingness to learn.
3. What information that should be had by the customer service?
Information about the social contacts, recreational opportunities, catering, cultural experience
information, access to knowledge resources, career path and potential leadership in choosing
career, and access to participation in the global world of business, tourism and popular culture.

Asep Budiman

1. What is meant by customers satisfaction?

Customer satisfaction measures how well the expectations of a customer concerning a product
or service provided by our English course.
2. What to do in Post-Purchase phase to maintain customers relationship?
We can do a survey to know the customers satisfaction and we can do a program that the
admin of the course send a message and whatshap about English each week.
3. What are the requirements of good CS?
- Empathy: the ability to understand where others are coming from is fundamental for those
who work with customers. Customer service must be able to relate to how their customers
are feeling in order to help replace those feelings with more positive ones.
- Thick skin: customer service must be able to detach themselves from situations and to
remember that it usually not personal.
- Communication skills: every form of customer is dependent on clear and productive
communication for successful execution. Customer service need great communication skills,
such as the ability to actively listen or the ability to pivot unhelpful conversations to more
productive ground.
- Self control: the ability to govern ones emotions and reactions is a key part of customer
service. Upset people will push buttons; stressful situations will arise. The ability to maintain
a level head, or more importantly, to show restraint and exhibit calm when ones head is not
so level is a key qualification.
- People person: Customer service who are not that fond of people will never be able to
sustain the people-centric focus that is at the core of great customer service.
- Flexibility: if customer service is anything it is dynamic. One day is never like the next, and no
situation is the same. Those customer services who are unable to adapt of who recoil from
decisions that need to be made in the grey will either burn out quickly or deliver very bad
service.
- Team player: great customer service is rarely achieved in a vacuum; it is almost always the
result of a collaborative effort put forth to put the customers need first. Those wo can
 subsume their own interests to help the team deliver what the customer needs are great
additions to any customer service organization.

Khoirunnisa

1. How can we overcome the complaint from the staff?

- Listen and understand
- Empathize
- Offer a solution of the staff
- Execute the solution
- Follow-up
2. If the customer complain and decide to go out from our course. What we have to do?
We have to solve the problem first that make the customer complain after that if they still want
to go out it is customer right.
3. If our class is full of quota, and there is a student want to join, what should we do?
We can decide one of two solution, first we can open 1 class again but the student should wait
another friend or ask their friend to join to new class, second we can divide the class to two
classes.

Zaky Dzulhiza

1. Is the customer service need to be trained first? Whereas when choosing the customer service is
based on the quality interview?
Of course when we hiring a staff of customer service we should give a training first and one of
the indicators to recruit customer service is in the interview. Is he/she can answer the question
fluently or not.
2. If there is customer asks to customer service officer the customer service officer suggest to take
some programs, but after entering the class with the tutor. The tutor said that he/she should
take another program. What is your opinion about that customer service officer, because he/she
did not in line with the tutor?
In this case, we should make a meeting that makes the customer service and the tutor have a
same line and same frame of our course and the criteria of the student that should take what
program and about customer need analysis.
3. How useful the information in customer feedback? How the information processed interpreted?
Customer feedback is very useful for our LTO because it can be the gap that should be solve to
make our LTO better. This information should be processed in the meeting of the LTO.