Voksel telah menyediakan mekanisme bagi konsumen,
pemangku kepentingan, dan masyarakat umum untuk
mengadukan masalah terkait produk dan layanan
Perseroan, baik melalui surel, telepon/komunikasi
dengan
account manager,
maupun melalui temu muka
secara langsung antara Perseroan dengan konsumen.
Setiap pengaduan maupun umpan balik dari pelanggan
menjadi perhatian perseroan untuk segera ditanggapi
dan diselesaikan, serta menjadi masukan bagi perseroan
untuk meningkatkan produk dan pelayanan di waktu
akan datang.
Voksel has provided a complain mechanism for
customers, stakeholders, and the general public to
file a complain related to the Company’s products and
services, the complain can be done by mail, telephone/
communication with account manager, or direct meeting
between the Company and customer. The Company
immediately responds to and resolves every complaint
and/or feedback from customers, which also become the
basis to improve its future products and services.
Mekanisme Pengaduan Konsumen
Customer Complain Mechanism
Tak hanya itu, di tahun 2019 Perseroan telahmenjalankan
berbagai inisiatif untuk memastikan kepuasan,
keamanan, dan keselamatan pelanggan dan pengguna
produk, sebagai berikut:
1. Menyediakan saluran dan prosedur penanganan
keluhan pelanggan.
2. Melaksanakan survei kepuasan pelanggan secara
rutin.
3. Memberikan penjelasan
product knowledge
kepada
pelanggan.
4. Berpartisipasi di
event
promosi dan pameran.
5. Memberikan pelatihan terkait pemasangan dan
penanganan produk yang baik dan benar kepada
pelanggan.
Terkait pelaksanaan tanggung jawab sosial kepada
konsumen, Perseroan mengeluarkan biaya sebesar
Rp2.553.530.867 pada tahun 2019.
In 2019, the Company also carried out various initiatives
to ensure the satisfaction, security, and safety of
customers as well as product users, as the following:
1. Providing a line and procedure for customer care.
2. Conducting routine customer satisfaction survey.
3. Giving explanation of product knowledge to
customers.
4. Participate in promotion and exhibition event.
5. Giving training related to the proper installation and
product care to customers.
Related to the implementation of social responsibility
to customers, the Company has spent a total of
Rp2,553,530,867 in 2019.
PT Voksel Electric Tbk.
2019 Annual Report
137
TANGGUNG JAWAB SOSIAL PERUSAHAAN
CORPORATE SOCIAL RESPONSIBILITY
Analisa dan Pembahasan Manajemen
Management Discussion and Analysis
Tata Kelola Perusahaan
Good Corporate Governance
