Conclusion & Recommendation Part in Business Proposal

Conclusion

According to all the fact findings we gather through surveys of customer satisfaction toward customer services in PT. Mutiara Air, we draw the following conclusions:

1. The highest satisfaction of customer responds is coming from a friendly manner surveys. The number shows 32% voters agree if the customer services call employee is friendly where it indicates that customers might feel appreciated and respected during the call. However, 25% customers feel the other way. They strongly disagree if the customer service calls employee giving friendly response to them. It should become one of the concern since the differences between strongly agree and strongly disagree voters are small.
2. Majority of the customers feel that the respond of employee to pick up the phone is very slow. The survey shows about 27% correspondences strongly disagree if the customer call service picks their call fast. They might call twice until three times.
3. Giving solutions toward customer’s problems also a part that needs to be improved. The customer service call employees seem do not understand the complaint and have lack knowledge toward company offered services (discount, schedule, regulations, etc). Most of the customers feel that they did not get the right and proper answer. The survey shows if 30% customers did not get a good answer toward their concern while only 7% of correspondence felt that they got good answer to solve their complain.
4. The general problems of the PT. Mutiara Air customer service calls are the slow response of picking up the phone and lack of employees’ knowledge about company’s program.

Recommendations

After considering all the fact findings and the conclusion of this observation, we offer some recommendation in order to solve and improve the quality of customer service calls of the PT. Mutiara Air.

1. Empower The Customer Calls Employees

Empower the employee to do everything based on three simple self-questions,

• Am I doing the right thing for the customer?
• Is this right for the business?
• Am I willing to take responsibility?

When all employees doing this things and feel they have to, then the manner problems will easy solved. Moreover, empower the employee will make them aware if they need to improve their knowledge about company so they could answer all the complaint in proper answer.

2. Re-Examine the Key Performance Metrics

Re-examine the key performance metrics that are used to judge the performance of the contact center. Keep remind the employees about the performance matrices so they will remind themselves about the standard manner needed. It can be printed and prepared before work in each table of customer service call employees.

3. Monthly Training

Monthly training is normal program that should be hold by the company. The training can be in terms of practicing a good manner when calling someone and learn more about company’s value and program.

4. Give customers the option to arrange a call-back

Our customers have the option to leave a message and then we ring them back so they are not charged for holding. This is important especially when the employee cannot answer the question or complain from the customer. The employee should stop the call and offer a call-back once they have figured out the answer.

5. Restrict the permission hours

All the employees should stay and ready in their table all the work hours in order to do a fast response answer when customer was calling. Everyone should discipline so there is no more complain about slow response of employee in picking a phone call.