HUMAN RESOURCES MANAGEMENT

ASSIGNMENT

By :

Bethari Candra D.P 185100301111040 Angkatan 2018

Erfana Firdaus 185100301111023 Angkatan 2018
Iwang Jati Prayogo 185100300111049 Angkatan 2018
MahdanRizqi P. 185100307111043 Angkatan 2018
Rizky Aulia M.S ` 185100300111045 Angkatan 2018

UNIVERSITAS BRAWIJAYA
MALANG
2019
 JOB TRAINING

Trainee : New employee of Customer Service (PT. Telekomunikasi Indonesia tbk.)

Trainer :Experienced Employee and the Expert of Public Speaking that specialize on
customer service training
Materials : Manner and Public Speaking

FACTOR DETAIL REASON

Need Assesment The goal of the customer service People tend to listen more to the
training is to be able opinions of others who have tried to
communicating in a well manner use products from a company and
and be able to face various kind will decide to consume the
of customer with any kind of company's products or not based on
situation. the recommendations of others. If
other people's opinions about our
company are good, then other
individuals will not be worried
about trying to consume our
company's products too.
Learning Objectives Improve communication skills If communication with customers is
with customer good, it will increase customers
purchase and added good
impression to other customers,
make them believe in our product.
Learning Style The learning style of the Because, the main task of customer
customer service is using auditory service is to serve the customer,
and visual style. giving information, and receiving
advice and criticize with a well
manner. So, they need to learn the
examples by hearing, reading, and
watching the examples from the
trainer and video.
Delivery Mode The delivery modes used in the Because, the customer service
customer service training is begin trainee need to learn from the
with coaching. Then, we will experienced employee about how to
continue the training by holding face the customers and choosing the
simulation and case study right diction. After learning some
method. skills, the trainee need to do
simulation and case study to be able
to face many kind of situation and
accustomed themself.
Budget Rp 28.418.640,00 (the budget Budget is used to fulfill the
detail can be seen in appendix 1). following aspects:
 Calling a model for a live
experiment
 Stationery to test employees
 Transportation and food
allowances to practice outside the
company's area
Delivery Style In the simulation, we will give Because, they need to learn the
video and presentation first, then basic lesson and rule about facing
giving various kind of trial the customers. Then, they
situation. experience it by doing the trial
situation.
Audience Consideration The one who already accepted as Because, they are the one who need
the customer service trainee. the most to learn the skill and new
experience that given in this
training.
Content Development  how to greet customers politely  Sometimes, someone cannot
 how to attract customers control themselves in unfamiliar
without looking forcing situations, for example when
 how to make customers faced with people who speak or
comfortable talking with us behave inappropriately.
 how to deal with customers  Each employee comes from a
who speak or act different area and has a different
inappropriately culture, so training is needed
 how to talk to customers on a especially to get used to new
good and polite phone cultures, such as how to greet
customers.
Timelines For indoor training, video Work requires good knowledge in
playback etc. will take maybe 1.5 order to be able to carry out
hours. And for activities according to the order
directtrainingitonly takes about well.
half to 1 hour.
Communication of Training The training will be announced We used the social media/official
on the social media where every account in order to inform the
trainee has included in it. We will trainee about the training. The
also make the announcement on pamflet we used is for promoting
pamflet where everybody can see. and increasing the interest of society
towards the company.
Measuring Effectiveness To measuring the effectiveness, When they can fill out the
we will give a questionnaire to questionnaire and solve the problem
the employee and try to give a well, we can say that our training
problem to solve. The was successful.
questionnaire consists of 3 types
with a total of 17 question (the
questionnaire can be seen in
appendix 2).
 CAREER PLANNING

Career Planning of Customer Service

Customer service is a job the frontline of customer’s complaints and questions. It provides
information to the customers about our products or services, receives orders, and processes
the feedback. This job is an entry level job of the customer supporting career path. In this job
the employee tends to be young and new.

The career path

Here are the career path that can be an option for a customer service to be promoted :
1. Customer Service Specialist
It is a job of receiving a more complicates problems that the average customer service
can’t handle. Customer Service Specialist ussually mastered some certain aspect of
the products or services. Therefore, they will be able to face the more sensitive
customer service cases.
2. Product Expert
Product Expert handle the problem that requested from majority of the customer that
happen on the customer service. They work to fix the problems that can’t be solved by
explaining via the frontline. However, the next career step of the product expert tend
to be outside the customer service area. They will ussually promotes to the product
development aspect.

Things to be prepared

As the customer service job field tends to need a young, good appearance, and high public
speaking skilled employee, the employees need to prepare theirself to be promoted so they
can avoid the work firement. Moreover, the employees need to step to the next level soon
after they got the job to prevent other newer employees to overlap them. There are so many
people out there that is looking for this job. So, here are some things that the customer service
need to prepare :

1. Learn more about the products.

To be a customer service specialist and product expert, the employees need to know
more about the products or services that is provided by your company. A customer
sevices need to master wether one or more aspects of the products and services. So,
they will be able to step to be a customer service specialist or a product expert and
solving a more difficult cases.
2. Develop the public speaking skill.
Public speaking is one of the most needed skill of being a customer service. They
need to learn more about how to handle a more sensitive cases that is exist. They need
to develop their public speaking because in the next level they can be facing a more
precious customer or relation of the company that won’t allow the customer service to
make mistake on talking with them since they will be more sensitive and critical.
3. Learn the trend.
To be a customer service specialist and product expert, the employees need to know
more about the issues happening. Because, the condition of the world outside there
 will mostly affect the customer’s demand or request. For the example, when a certain
issues about natural food additives has become a trend outside there, a food
production company would get a lot of requests and questions due to it. Therefore, the
customer service or product expert need to know about that to be able to handle the
customers.
4. Gain more experience.
The employee need to gain more experience. They can work harder and maximize the
shift. They also can learn from their senior. The most important thing is that you need
to apply that and avoid to make a mistake.
5. Develop the leadership.
The higher level of the career path after being customer service specialist will be the
managerial level. Therefore, a customer service needs to develop the leadership
earlier. So, the company can see your leadership and will extend your opportunity to
get that job.

Things to do

The first thing that a customer service needs to do is goal planning. They need to set the goal
as high as possible since being a customer service won’t be a long term job. They to get a
higher chance to be promoted by work maximally. A customer service won’t need to work
overtime (except replacing other employee shift) because their work is only on the site. So,
the only way to show off is handling the customer well, solve the complaints, and avoid
making mistakes. A customer service will also need to be proactive to the senior to get the
lesson and the “face”. It is needed because in a company there are ussually quite many
customer service and they tend to work individually. So, they need to be stand out from the
others. However, being a customer service won’t allow you to abandon your workdesk for
too long. They need to get the network outside the working time such as during the break or
before they leave the office.
 PERFORMANCE APPRAISAL

BARS (Behaviourally Anchored Rating Scale)

Position: Customer Service Staff
Job Dimension: Verbal Communication
5 □ This staff could be expected to :
 Provides excellent service to all customers, frequently going beyond what is
strictly required
 Keeps informed about customers’ needs and/or wants and in general, anticipates
customers’ needs
 Responds to customer requests with high degree of sensitivity and a sense of
urgency
 Builds close, collaborative relationships with all customers
 Motivates others to provide service excellence and leads by example
 Examines and recommends changes to processes to improve customer service
4 □ This staff could be expected to :
 Demonstrates understanding of internal customer concept and treats all customers
with high levels of sensitivity and respect
 Always provides satisfactory and sometimes excellent customers service
 Responds to all customer requests promptly
 Maintains personal accountability and ownership in customer service rendered
 Seeks feedback from customers and adjust behavior accordingly
3 □ This staff could be expected to :
 Demonstrate sufficient understanding of the internal customer concept and treat
all customers
 Always provide satisfying and good customer service
 Respond to all customer requests quite quickly
 Have a polite and polite manner of speaking
 Can respond to customers quite well, both by telephone and directly
2 □ This staff could be expected to :
 Demonstrate inadequate knowledge about the concept of internal customers
 Lack of giving a good response to customers
 Less able to adjust changes in the way customers are served
 Requires a long time to respond to customer needs
 Lack of sense of urgency when responding to requests
1 □ This staff could be expected to :
 Demonstrates indequate knowledge of internal customer concept
 Views customers as an irritation and/or a problem
 Resists changes in how customers are served
 Waits to be asked before responding to customers’ needs
 Responds to requests with little sense of urgency
 POINT SYSTEM

Compensable factor Degree

1 2 3 4 5
Education 15 25 35 45 55
Experience 55 65 75 85 95
Responsibility 10 20 30 45 55
Mental demands 20 40 60 80 100
Physical demands 15 25 35 45 55
Working conditions 10 20 30 40 50
*every points will multiplied by Rp 1.000 for the total compensation

Compensable factor :
A. Education
EDUCATION LEVEL POINTS
PhD degree 5 55
Master degree 4 45
Bachelors degree 3 35
Associate’s degree 2 25
Secondary degree 1 15
Reason:
We choose 15 points for the minimum because in this level, the education
is just secondary degree where the insights of workers are usually lacking. Than
we choose 55 points for the maximum and why increase every 10 points,
because education actually important but education does not always guarantee
someone can work well. So, we give the points not too high.

B. Experience
EXPERIENCE LEVEL POINTS
More than 5 years 5 95
More than 3 years 4 85
More than 1 year 3 75
Less than 1 year 2 65
No experience 1 55
Reason:
We choose 55 points for the minimum and 95 points for the maximum
because in our opinion, experience is very important. Even if someone is only a
high school graduate, but when he/she has a long experience it will reduce
training costs also reduce the risk of errors. Than we increase the points every 10
points because we don't want employees who have longer experience, work more
relaxed because they rely on their high salary in the experience factor.

C. Responsibility
RESPONSIBILITY LEVEL POINTS
Excellent 5 55
Very good 4 45
Good 3 30
 Less responsibility 2 20
Very less responsibility 1 10
Reason:
We choose 10 points for minimum because employees with low
responsibility can reduce the company's earnings and may also inhibit other
employees performance. Than we choose increase point for level 2 and 3 just 10
points because responsibility that is still lacking or normal does not have much
impact on the company or other employees. But for level 4 and 5 we increase 15
points because someone who can give high responsibility will have a good
impact on the company and also other employee. For the maximum we choose
55 points because we think it’s already appropiate.
D. Mental demands
MENTAL DEMANDS LEVEL POINTS
Very high 5 100
High 4 80
Normal 3 60
Low 2 40
Very low 1 20
Reason:
We choose 20 points for the minimum, 100 points for maximum, and
increasing point every 20 points because no matter how low the mental stress
faced by employees, the focus is they still get mental stress. It was quite difficult
and we felt that the big compensation was a natural thing.

E. Physical demands
PHYSICAL DEMANDS LEVEL POINTS
Very heavy 5 55
Heavy 4 45
Nornal 3 35
Floaty 2 25
Ethereal 1 15
Reason:
We choose 15 points for the minimum because the workers have not too high
physical demands and don’t spend a lot of energy to do their job. The point
increases every 10 points because the workers have a difference in the energy
they spend in every working departments. The maximum point is 55 because the
workers in that level should do heavy job with their physical, and this can affect
their physical healthy so we give them a highest point for physical demands.
F. Working conditions
WORKING CONDITIONS LEVEL POINTS
Hot and narrow room, stand
5 50
up all the time
Hot and narrow room, sit all
4 40
the time
Normal room, stand up all
3 30
the time
  Normal room, sit all the
time
2 20
 Air conditioned room,
stand up all the time
Air conditioned room, sit all
1 10
the time
Reason:
We choose 10 points for the minimum because the room condition in that level is
adequate and condusive for the employees to get focus in their job, increasing
point every 10 points because the room and working condition is based on the
job which employees do and all workers which work in the same room have the
same room condition. The maximum point is 50 because the workers at that level
is doing their job in the less optimum condition than the lower level, so their job
should be appreciated by giving little more points.
 INCENTIVE

Halsey Premium Plan (Customer Service )

 Normal Rate / hour = Rp 30.000,-
 Normal Rate / week = Rp 900.000,-
 Standard output / week = 20 unit = 2 hours/persons
 Rate per hour guaranteed = Rp 900.000,-
 Incentive = 50% x normal rate x time saved
 Wages = (time x production cost ) + incentive

Time Time Total Rate per

Employe Output/
Taken/ saved / Time hour Incentive Wages/ week
e week
person person Saved guaranteed
Rp Rp 900.000,-
A 18 2,2 - - -
900.000,-
Rp Rp 900.000,-
B 20 2 - - -
900.000,-
Rp Rp 966.000,-
C 22 1,8 0,2 hours 4,4 hours Rp 66.000,-
900.000,-
Rp Rp
D 24 1,6 0,4 hours 9,6 hours Rp 144.000,-
900.000,- 1.044.000,-

Rowan Premium Plan

 Normal Rate / hour = Rp 30.000,-
 Normal Rate / week = Rp 900.000,-
 Standard output / week = 20 unit = 2 hours/persons
 Rate per hour guaranteed = Rp 900.000,-
 Incentive/hour = %time saved x normal rate/hour
Time Time
Employe Output/ %Time %Time
Taken/ saved / Wages/hour Wages/ week
e week taken/unit Saved/unit
person person
A 18 2,2 - 110% - - Rp 900.000,-
B 20 2 - 100% - - Rp 900.000,-
10% Rp
C 22 1,8 0,2 hours 90% Rp 33.000,-
1.230.000,-
20% Rp
D 24 1,6 0,4 hours 80% Rp 36.000,-
1.260.000,-

Emmerson Efficiency Plan

 Normal Rate / hour = Rp 30.000,-
 Normal Rate / week = Rp 900.000,-
 Standard output / week = 20 unit = 2 hours/persons
 Rate per hour guaranteed = Rp 900.000,-

% of
Employe Output/ Efficienc Rate/hour
bonus on Bonus Wages/ week
e week y guaranteed
wages
A 18 90% - Rp 900.000,- - Rp 900.000,-
B 20 100% 20% Rp 900.000,- Rp Rp 1.080.000,-
 180.000,-
Rp Rp 1.170.000,-
C 22 110% 30% Rp 900.000,-
270.000,-
Rp Rp 1.260.000,-
D 24 120% 40% Rp 900.000,-
360.000,-

Taylor’s Differential Piece Rate Plan

 Normal Rate / hour = Rp 30.000,-
 Normal Rate / week = Rp 900.000,-
 Standard output / week = 20 unit = 2 hours/persons
 Standard and above standard rate = Rp 50.000/person
 Below Standard rate = Rp 25.000/person

Employe Output/ Total Wages/

Rate
e week week
A 18 Rp 25.000,- Rp 450.000,-
B 20 Rp 50.000,- Rp 1.000.000,-
C 22 Rp 50.000,- Rp 1.100.000,-
D 24 Rp 50.000,- Rp 1.200.000,-

Gantt Task and Bonus Plan

 Normal Rate / hour = Rp 30.000,-
 Normal Rate / week = Rp 900.000,-
 Standard output / week = 20 unit = 2 hours/persons
 Standard and above standard rate = Rate per hour guaranteed + incentive
 Below Standard rate = Rate per hour guaranted
 Incentive = 20% from rate per hour guaranteed

Time
Employe Output/ Wages Wages/
Standard Incentive Rate/unit
e week Allowed Week
Allowed
A 18 36 Rp 900.000,- - Rp 900.000 Rp 50.000,-
Rp Rp Rp 54.000,-
B 20 40 Rp 900.000,-
180.000,- 1.080.000,-
Rp Rp Rp 54.000,-
C 22 44 Rp 1.320.000
264.000,- 1.584.000,-
Rp Rp Rp 54.000,-
D 24 48 Rp 1,440.000
288.000,- 1.728.000,-
Appendix 1

No Item Amount Price (unit) Total Price

1. For auditory training :
 Headphone 10 pcs Rp 50.000,00 Rp 500.000,00
 Speaker 2 pcs Rp 10.000.000,00 Rp 20.000.000,00
 Microphone 5 pcs Rp 500.000,00 Rp 2.500.000,00
 Paper 108 sheet Rp 96,00 Rp 10.368,00
 Snakcs 4 box Rp 40.000,00 Rp 40.000,00
2. For visual training :
 Speaker 2 pcs (has been -
 Microphone 2 pcs calculated with -
 Snacks 4 box auditory training) -
 Paper 68 sheet Rp 96,00 Rp 6.528,00
3. For simulation training :
 Hire model 5 person Rp 50.000,00 Rp 250.000,00
 Rent place 1 space Rp 3.000.000,00 Rp 3.000.000,00
 Speaker 2 pcs (has been calculated -
 Microphone 5 pcs with auditory -
 Paper 24 sheet training) Rp 2.304,00
 Transportation (mini 1 pcs Rp 96,00 Rp 1.250.000,00
bus) Rp 1.250.000,00
20 box Rp 200.000,00
 Snacks
9 box Rp 10.000,00 Rp 270.000,00
 Lunch
Rp 30.000,00
4. For knowledge test :
 Pen 2 pack Rp 28.000,00 Rp 56.000,00
 Paper 100 sheet Rp 96,00 Rp 9.600,00
 Speaker 2 pcs (has been calculated -
with auditory
 Snacks 20 box training) Rp 200.000,00
 Lunch 4 box Rp 10.000,00 Rp 120.000,00
Rp 30.000,00
5. For real-situation test :
 Paper 40 sheet Rp 96,00 Rp 3.840,00
 Pen 2 pack (has been -
 Speaker 2 pcs calculated with -
 Microphone 2 pcs auditory training) -
 Snacks 20 box (has been calculated -
 Lunch 4 box with knowledge test) -
Total Rp 28.418.640,00
Appendix 2

JOB TRAINING ASSESSMENT

New Employee of Customer Service
PT. Telekomunikasi Indonesia tbk.

Manner and Public Speaking

A. Impression against job training

Please check the box according with your feeling after carrying out the job training
1. Does the job training that has been implemented can give you new knowledge?
□ not at all
□ less
□ enough
□ help
□ very helpful
2. Does the job training has been carried out in accordance with the continuing
needs of your work?
□ not at all
□ less
□ enough
□ help
□ very helpful
3. Do we need to do another job training later?
□ Yes
□ I think no
4. If yes, why? If no, why? Please give the reason below :

5. Critic and suggestions for job training that has been done and suggestions for
further job training :
B. Simple question
1. What is the company's vision and mission?

2. When was the company established and how many total branches of this
company throughout Indonesia?

3. Mention what is needed to be a good customer service?

4. What should a customer service not do and say to customers either directly or
by telephone?

5. How many new employees in the customer service division and who are their
names?

6. Why does the company give you job training in the form of auditory, visual,
and simulation?
 7. Who are the new employees who often help you when you are in trouble?

8. In your opinion, who is the new employee who makes the most problems or has
the thoughts that are most at odds with you?

C. Trial situation
1. How to greet and talk with customers in the office?

2. How to greet and talk with customers on the phone?

3. What should you do when a customer complains about a lack of service?

 4. What would you say to angry customers on the telephone complaining about
bad service?

THANK YOU FOR YOUR ANSWER

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