TaniHub Group

Tika: Delivering Excellence Customer Service Through Creative Thinking

Menurut Tika Apriyanti, seorang Customer Service harus memiliki kemampuan berpikir kreatif, karena setiap hal bisa saja berbeda dan memerlukan pendekatan yang juga berbeda.

Tika Apriyanti, also known as Tika, is the Senior Lead of Customer Experience of TaniHub Group – our Customer Service team. Often being despised due to the “monotonous and easy” work, Tika decided to spare her time in uncovering what’s beneath the “easy tasks”.

We decided to meet virtually, as the office implements hybrid work setting for all employees. Tika, who’s also a mother of one, find the setting appeases her role both as a mother and an employee of TaniHub Group. She flexibly juggles between one personal stuff to her professional tasks concurrently.

Delivering service creatively

As a frontliner, Tika is expected to assist the customers with information, questions, products, services, orders, process, and complaints. Often being undervalued because the work seems monotonous, many still haven’t grasped that she also needs creative thinking to finish her tasks. “There should be different approaches when you’re dealing with humans,” she added.

Building a relationship with customers isn’t as easy as ABC. “Took me awhile to ace it before I finally find the beauty in it,” she said. Customers often comes feeling upset and annoyed. Many complained and even vented to her. She believes that the customers are just confused. They never meant to be brutish.

As critical as it sounds, Tika sees this as an opportunity to grow. “Besides being a good-listener, I also have to come up with different approaches in mollifying the circumstances, and that’s on creative thinking,” said Tika. She has to analyse and come up with a plan of how she will correct the problem. Nevertheless, she has to stay professional, despite the inconvenience that might happen.

Though working in team, Tika admits that she’s as well encouraged to be able to decide whatever’s needed. She has to stand for both the customers and the company she represents, and that’s what robot could never overtake. “Robots weren’t born with feelings. They could never reach the same level of feeling with customers,” explained her. Thus, the idea of replacing human from the role of customer service officers doesn’t sit with her.

Tika might have paved her career as a customer service for 5 years long, but working as a customer service frontman for an agritech startup is definitely her first time. “I learnt a lot from people who are younger than me. Despite the age differences, they all are willing to teach me things I never touched before.”

 

TaniHub Group

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