Meeting 8

Making and responding to suggestion in a meeting

Retno    : If we are all here, let’s get started. First of all, I’d like you to please join me in welcoming Amriyanti Nada, the owner of Sta Shop.
Nada     : Thank you for having me, I’m looking forward to today’s meeting
Retno    : I’d also like to introduce hananti who recently joined our team.
Hananti : Nice to meet you all. I hope we are can join together, May I Introduce my assistant, Rahmah.
Rahmah  :  Pleased to meet you, hopefully we can work together well
Retno    : Welcome Rahmah. I’m represented the chairman our of the meeting. Maria Nessha, can’t be with us today. She is in Bali at the moment. Let’s get started.  We are here today to discuss ways to order produks online and shipping methods. First, let’s go over the report from the last meeting which was held on November 21th. Right. Ersa, over to you
Ersa      : Thank you retno. Let me just summarize the main points of the last meeting. We started the meeting by agreeing to how to order products online at the shop via the website http://www.stashop.com. Consumers must have an account to be able to purchase products. If you already have an account, consumers can make product purchases. choose a product, enter a shopping cart, choose the payment method then checkout. Retno    : Thank you Ersa, let’s move on to today’s agenda explaining the meeting the way to deliver the orders products. Hananti : Good morning all. I will explain the product delivery method http://www.stahop.com. sta shop works with several freight forwarding service providers. the shipping method is through JNE Shipping Yes the shipping cost is 15,000 days, JNE shipping Regular is 10,000 shipping costs 1-3 days, while JNE Shipping is OK 8,000 1-5 days, gojek 12,000 1-3 days. does anyone object or want to add the shipping method? Nada     : I want to add a way to ship goods at the shop, that is, through the post office because shipping costs are cheaper and faster. what is the opinion of others?
Hananti : We have collaborated with JNE Shipping in terms of shipping goods to customers. In this case JNE will deliver goods safely, quickly, and will maintain the confidentiality of the customers. We think JNE Shipping is a freight forwarding service that is competent in shipping goods.
Shella    : I want to know, what should the Stashop do in facing competition among other   sellers?
Ersa       :in competing in the business world, Stashop will continue to use excellence in terms of quality shoes with the best materials and satisfying and safe services for Customers.
Shella    : then, how to stashop in predicting sales in the future? And how do you use the stashop to fulfill the material needs for making shoes?
Hananti : the needs for communication, input, output is very important. We will continue to provide convenience in booking promotions to customers, so that customers are satisfied with the stashop service. stashop uses the best shoe-making materials not only from one supplier. Because the decision to use one provider for various office needs is an important decision. Companies prefer to buy a product for a certain time. No one wants to be trapped in a long-term relationship with one particular supplier.
Rahmah  : do you think it will help in sales?
Retno    : that’s a good thing. What your opinion about the strategy, Shella?
Shella    : yes, I think this is a good strategy for the future. We can continue to communicate with consumers and not depend on one supplier, it is a good prevention.
Rahmah  : How about you Nada?
Nada     : I really agree with the statement that has been explained, we must continue to develop in terms of quality, promotion and servants. In addition, prevention must also be made for materials in making a shoe.
Ersa       : any question?
All         : No
Retno    : Alright, if you don’t have any questions, we will end this meeting here. Followed by the next meeting. thank you

Travel

Topic: Travel

Let’s Travel is Indonesia leading individual holiday and special interest travel operator. Let’s Travel was formed in 2013 and operates from a state of the art facility located in Jakarta, Indonesia.

Let’s Travel operates corporate and government travel management divisions, alongside our group and vacation travel departments. The Company’s mission statement, since its inception, has embodied its creed:

“As dedicated travel professionals, we will provide our clients with the highest level of personalized travel service. Reach for the stars….the sky is the limit!”

We currently provide:

·        Travel management services for government and corporate clients

·        International and domestic travel for special interest groups and organizations

·        A full service travel agency offering tailor made vacations

The hallmarks of Let’s Travel are its experience, quality of its people; focus on service and tremendous flexibility and adaptability.

Let’s Travel Executive Management Team has lead the company since its inception, along with a stable and highly qualified front-line team with strong airline and travel industry background and experience.  All are direct employees of Let’s Travel and, are culturally and ethnically diverse, something which Let’s Travel actively seeks and values.

We connect our customers to beautiful destinations worldwide from exotic Maldives, romantic Santorini, historical India to cosmopolitan & natural Australia with the best itineraries travel deals. Let’s Travel offers special interest tour packages supporting your group traveling for sports events, cruise holiday, self drive holiday or even your unforgettable romantic honeymoon journey with your love one. We have vacation package that offers to explore London-York-Glasgow-Manchester-London for 7 days and 6 night. It’s starting from IDR 9.297.014 /person. We will explain the plan below.

After a long flight we will arrive in London on Saturday. After we arrive we will check in to hotel and have a rest or you can take a walk around London.

The next day on Sunday, we will have a breakfast in the hotel and start the tour. We will take a walk to see a famous attractions in London. The first stop is a tower wich is british cultural icon recognize all over the world, is Big Ben. This is one of five largest bells in the world. This tower built in 1859 and the tower 96 m tall. Big Ben is a clock tower designed by Augustus Pugin in a neo gothic style. The tower is a british cultural icon recognize all over the world. It is one of the most prominent symbols of the United Kingdom and parliamentary democracy. Near Big ben we can see parliament building and westminister abbey. Westminister abbey is a church with gothic style. It is one of heritage world by UNESCO. After a little walk we will see the headquarters of the Government of the United Kingdom and the official residence and office of the First Lord of the Treasury. After a few walk we will see Buckingham Palace. It is a place where the queen live. This place is often at the centre of state occasions and royal hospitality. After that we will see the longest river in England, thames river. In afternoon we can take a ride with a bus to enjoy the scenary of tower bridge and tower of London. And we will have a night in hotel with a beautiful view or listen some music with friends while cruising in thames river.

The next day on Monday, we will have a breakfast and go to see a second oldest university in the English-speaking world and the world’s fourth-oldest surviving university, University of Cambridge. This university founded in 1209 by King Henry III in 1231. The history and influence of the University of Cambridge has made it one of the most pretigous universities in the world. And then we will go to York, it is a historic walled city. York is a traditional county town of the historic county of Yorkshire. In here we will visit York Minister wich is a cathedral with a ghotic style. After that, we will see wall of York. This wall will make us remember about roman era. And you can have a little shopping in here and take a look the city. We will have a night in York.

The next Tuesday we will leaving York to Edinburg. We will arrive in afternoon and we will stay in Scotland. This city famous for golden single roll malt whiskey wood, kilt and bagpipe. Scotland will make you feel really warm and alive with a unique way. The first stop in Edinburg is Edinburgh castle. This castle was built from volcanic rocks and have amazing view. And we will continue to holyrood palace and the city hall. If we have time, we will have visit to ivory café JK Rowling where Harry Potter was written. In here we will have a cup of coffee and a talk. And we will end the night in Glasgow.

The next morning, we will ride the bus to lake district in north England. While we go to lake district, we will stoping in Gretna Green. Gretna green is one of a famous wedding tradition because its really romantic. After that, we will arrive in Lake District National Park. A very year thousand of people come here to see a thousands ears of the geological changes reflected in nature, lake, valley, mountain and waterfall. And then we will take a ride to Manchester. This city is famous for sport city because of Manchester United. Its not only famous for Manchester united but also known as the most productive industrial city in England. For food lover, you can try some food in Chinatown. And we will end the night in Manchester.

The next day in thursday we will go too the most famous poet, William Shakespeare in Stratford-upon-Avon. In here, a famous hollwood blockbuster movie ‘Shakespeare in Love’ was filmed. From cobbled stoned to drinking dens, theatre, and traffic light all is about Shakespeare. And then we go to a famous shopping center outlet known as Bicester Village. Theres more than 130 boutique. They offer discount up to 60% off. And we will end the night in London.

The last day on Friday, we will have a breakfast in the morning and check out from the hotel to airport.

 

Asking For and Giving Opinions

Topic: Asking For and Giving Opinions

 

Point 1: The way to give good service to customers

Customers: Hello, Good Morning

Reyhan: Good Morning, can I help you?

Customers: Yeah, my name is Luna. Can I speak to the owner of stastore.com?

Reyhan: Yes, I’m. anything I can do for you mrs?

Customers: I want to complain about the shoes, I ordered from this online shopping site last week.

Reyhan: Okay, mrs. What happened?

Customers: I’m afraid there is a slight problem with their size. I had ordered size 38 for those shoes, but you sent me size 39. I need to get the size I have ordered before.

Reyhan: Okay mrs, would you mind returning the shoes to address and once it arrives here, I will send you the shoes you have ordered. I’m sorry, we promise never to make the same mistake again

Customers: Not at all. I will send the shoes this afternoon

Reyhan: Okay mrs. Once again I’m really sorry, we’ll not do the same mistake again.

Customers: Okay no problem. See you

Point 2: Some other alternatives of service for customer satisfaction

C: Customer

S: Staff

C: Good afternoon, ms. I want to ask you something, if the customers don't have the application. Do you have an alternative way to customers buy your products?

S: good afternoon ms. of course i have. The alternative way to customers, they can shopping directly at sta store which is they can choose directly the product that they want.

C: it's good. Anyway, could you explain to me about alternatives of service you give for customers?

S: with my pleasure. The alternative of service for customers is held a shoes exhibition which is there are introducing the new sta store products and to give best service for customers because there are also attended sta's designers. So the customers could give their aspirations for the next products. Customers also get vouchers that they can use to shopping at sta store. That vouchers to make customers interested come to the exhibition every month.

C: I am very satisfied for your services. But i have opinion to sta store. I think sta store better to expand business by opening new stores in many regions. so that is easier for customers who prefer to shop directly.

S: thank you so much for your advice. I have to discuss about that. 

C: you're welcome ms. I am happy to it.

 

Point 3: Evaluating and comparing the alternatives

Customer : Hello, Good Morning

Staff         : Good Morning, there’s sta store, can I help you?

Customer : Yeah, my name is Meira. Can I speak to the owner of stastore.com?

Staff         : Yes, I’m. anything I can do for you mrs?

Customer : I want to complain about the shoes, I ordered from this online shopping site last week.

Staff         : Okey, mrs. What happened?

Customer : I’m afraid there is a slight problem with their size. I had ordered size 38 for those shoes, but you sent me size 39. I need to get the size I have ordered before.

Staff         : Okey mrs, would you mind returning the shoes to address and once it arrives here, I will send you the shoes you have ordered. I’m sorry, we promise never to make the same mistake again.

Customer : I will send the shoes this afternoon

Staff         : I forgot we held an exhibition every month in several major cities for this month which will be held in 3 days. Sorry, who are you from?

Customer : I’m from Surabaya

Staff         : Wow, what a coincidence. Surabaya is the city we will visit later. If you don't mind, you can come there to exchange your shoes while looking at our other new products.

Customer : Oh okay i will come there. Where is the exhibition held?

Staff         : You can see the address on our website. There you not only can see our new products, but you can also provide input for the next product because there we present a shoe designer from stastore you can chat with him. Not only that, we also provide many attractive vouchers there.

Customer : Wow.. very interesting, I will definitely come there.

Staff       : Okay mrs. We will wait for your arrival there. Hopefully with this exhibition we can be closer to our customers. Because happiness and customer satisfaction are the main keys for us.

Customer : Thank you for the best service.

Staff         : Your welcome mrs. Once again I’m really sorry for what happen.

Customer : Okey no problem. See you

 

 

Point 4: The way to respond to customer’s complaint

Customers complaints it’s for a good reason or genuine concern. They usually have made a purchase our product and it’s not like what they expected. It not just about the product, but also the service. In this industry, we can’t avoid complaints from customer. We should listening to the complaint, resolving it to ensure a happy customer. What customer want is to know someone is listening about the complaints and hoping we will take care of the problem to their satisfaction. Whean a customer complaintwe should stay calm, listen to their complaints, acknowledge the problem, get the detail by asking the customer, and offering a solution. The last one and the important part is to call the customer a few days later to make sure everything is ok. A quick follow up is really important because if some of the customer is unhappy even if is not about a half it will catch your attention. Those customer will tell everyone about their bad experience. So, its really important that we recognize complaints as opportunities. When we successfully resolving complaints from customers, we will understand their need, retain them as loyal customers and enhance the business. 

Point 5: Best strategy to satisfy customers

A :     Many times, companies worry about acquiring new customers but they forget about all the benefits from keeping the current customers happy. Therefore, to increase sales, customers retention tactics are a must. Provide great customer care, it might sounds obvious but it is not so easy. In fact 78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience. People like attention, so if the customer feels special and taken care of, he is very likely to return to the store next time he needs something. How about you Mr. B ?

B :  Yes, I think so. The satisfied customers is more important than anything. Customers like comfort and accessibility. So, our brand has to continually find innovative ways to make our products and services available and accessible to customers on the go.

C :  Yes, we can develop customer service communities. The most advanced companies are using (customers service) communities to generate product ideas and test new product.

A :     I think we need to start with our customers, not our products and focus on what our customers want to do.

B :    Ya, I think by designing our company from the customer’s perspective and our organization will be focused on the cutomers needs.

C :    What are the customer needs? I think the good quality of product is the first point, which is very influential on customer satisfaction from the product and service you have offer. Try to give a positive value of our products or our services we have offer so it will give a strong competitiveness and not less good with the other product in the market.

B :     That’s great. But price has an important role in an aeffort to attreact the attention of consumers. Beside the quality of product or service, the consumer will also always consider the other factor that is price of the product. Therefore, it is important to us adjust the price of our product or service to the target market of we have set.

A :     Yes, I am agree with you. Therefore, one of strategy of customer satisfaction is to provide special offers that seemed to be able to give them a big advantage, for example , it’s like giving a discount on the specific days or giving a bonus especially to customers who do the transaction with the minimum purchase.

C :     I hope this strategy can increase the satisfy of our customers.

Point 6: Develop the conversation

A : In today's era there are many competitors who sell shoes with various models at a cheap price.
B : Yes you are right. For that, as a seller, we must innovate so that the products we sell are selling well in the market.
A : That's right. In your opinion, what innovation should we make?
B : I think we have to sell various types of shoes for women, like flat shoes, heels, sandals and anymore, because all this time we only sell types of shoes for men.
A : That's right, because women are crazy about shopping. If we offer a funny and unique product, they will definitely buy it without thinking.
B : Yeah... Therefore we must work together with women's shoes craftsmen to produce unique and inexpensive shoes, of course.
A : I agree with you, how about two more weeks we go to Surabaya to meet women shoes craftsmen to discuss this?
B : Okay, I will mark the day.
A : Okayy.

Point 7: Develop the conversation

Buyer : Hello, Morning

Seller : Good Morning, Is there anything I can help??

Buyer :Yes. I am interested in the products that you sell, I want to ask what services are provided?

Seller : We provide ordering services through our official website, which will guarantee the safety and quality of the products that we sell. Product sent to consumers through a trusted shipping service that has cooperated with us.

Buyer : other than that, is there anything else?

Seller : Another alternative that we provide is that if there is damage, the customer can report to us and we will process it. So that the products can be sent back, we uphold the satisfaction of our customers

Buyer : how do customers contact you?

Seller : buyers can contact us via the contact person customer service available on our website

Buyer : What strategies are used in selling your products?

Seller : our strategy, we provide prices according to the quality of the items we sell. The items we sell are high quality goods that can satisfy consumers.

Buyer : thank you, i will see the product first. Noon

Seller : please, Your welcome. good afternoon