Customer Complaint Handling Analysis in a Photography Studio: A Case Study at Oneclick.id

Abstract

This study aims to analyze the customer complaint handling process at Oneclick.id, a company in the creative industry. The research method employed a qualitative approach, gathering data through interviews, observations, and documentation. Interviews were conducted with the CO-CEO and Studio Leader as research informants. The study identified complaint types including facilities/mechanical complaint, staff/attitudinal complaint, service related problem, unusual complaint. Oneclick.id demonstrated adequate responses to technical issues and employee performance complaints, but improvement is needed in handling specific complaints by encouraging proactive issue resolution among staff. Analysis indicated Oneclick.id shows empathy towards disgruntled customers but needs to enhance response speed through streamlined internal communication. Fairness in complaint resolution is affected by the absence of written guidelines, potentially leading to inconsistency risks. Customer accessibility to the company was rated positively through available communication channels. The study recommends that Oneclick.id develop written guidelines for handling customer complaints to enhance customer satisfaction and company reputation in the photography industry.