"They were especially trained in consumer complaint services through PLN Mobile and the 123 call center," commerce and customer management senior manager Maman Sulaeman said here on Thursday.
"This operator upskilling activity was held to raise the quality of the service to become better in handling complaints from customers," he added.
The training focused on improving the communication capability of Command Center officers with the help of expert Enny Parinusa, who served as the program's speaker.
Command Center operators need to have reliable communication capability, Sulaeman said.
Given that they often have to handle customers' complaints, Command Center operators need to be understanding and be good listeners and communicate directly to customers, he added.
PLN Mobile, as a platform that connects customers with Command Center operators, has received 4.9 stars on Play Store. One of the indicators for the stars is the customer complaint service that has been handled professionally.
PLN is expecting that the company's image and service quality will improve further through the training, which will be evidenced by better ratings from customers, Sulaeman said.
"Currently, it has been recorded that our rating is at 4.9, and we expect that we can reach 5 stars," he added.
He said that he expects the upskilling activity to improve the Command Center operators' capability in handling complaints.
This is expected to lead to better customer satisfaction with the service when they register their complaints regarding any electric system issues through PLN Mobile.
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Translator: Abdul Fatah, Fadhli Ruhman
Editor: Azis Kurmala
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