Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. The story goes on. I asked him to clearly explain the postpaid program. It has resumed presenting itself as an official call from a well-known telecommunications company in Indonesia. Then he started explaining the postpaid migration program and its benefits that I didn`t care about before, because I was worried that the bills would “explode” if I couldn`t control the usage. He assured me, however, that I shouldn`t worry, because if the migration process is successful, Auto-Stop will automatically be activated when I reach my monthly limit. As a result, I was interested in migrating my number to a postpaid service. So I followed several instructions for the validation process, then voila! My postpaid migration was quick. My number was immediately activated as a postpaid number and I was able to take advantage of the added value in three days after the migration process.
Zemke-Bell describes service restoration as a process to return aggrieved customers to a state of satisfaction with the organization after a service or product has not met expectations. Schweikart et al. consider service recovery as part of quality management and that the primary goal of everything is to maintain the business relationship with the customer. This statement is based on the principle that customer satisfaction ensures customer loyalty, repeat sales and positive word of mouth (Bearden – Teel, 1983). (1) Proactively, Tokopedia`s user recovery team contacted users after careful preparation from the case analysis. First, the URT team invited him to another discussion. However, the user refused to do so because he was not in good health, so the URT team asked for his permission to visit directly at his home, and he agreed. The URT team came to his house and talked a lot about his problem, Mr.
Cat gives some suggestions for Tokopedia because he knows more about the e-commerce industry. This is a good time for Tokopedia to gather a lot of feedback from Mr. Cat in order to improve our products and services, to create the best customer experience. One of his suggestions is to prioritize customer service not only on the standard operating procedure (SOP) drunk, but also a good customer experience, because once the customer is happy, then there will be a chance to be loyal. Faced with this moment, the URT team thanked Mr. Cat and apologized for any bad experience. Finally, the URT team gives him special goods, not one, but a lot to keep him loyal as a Tokopedia user. Given these points, I threw my problem at their customer service via Twitter and it wasn`t easy. It takes a lot of explanation and validation process on the part of the supplier to determine if an error occurred when the telex informed me of the product, or for problems on my side that I do not know about.