Take a Look at KAI’s Steps in Handling Customer Complaints
One of the transformations carried out by KAI is a significant improvement in service quality. This improvement can be seen in the active role of competent staff in handling complaints and inquiries from train passengers, such as Customer Service on Station (CSOS), Contact Center KAI 121 (CC KAI 121), and conductors.
KAI Vice President of Public Relations Joni Martinus stated that KAI continuously carries out major transformations to enhance the image of railway services in Indonesia. In addition to improving the quality of products and services offered, KAI also focuses on improving service standards, which are considered essential for passenger satisfaction.
"Respecting and providing added value in the form of excellent service is the core concept of KAI in delivering services to customers. This concept is implemented across the entire service circle, starting from when customers enter the parking area, station, train, and until they leave the station, as well as pre- and post-service through online ticket purchasing services and 24-hour customer service, both offline and online," Joni said.
All KAI employees are expected to have a service-oriented mindset. However, KAI specifically assigns frontline officers to receive and handle customer inquiries, feedback, and complaints. These frontline officers include Customer Service on Station (CSOS), the Contact Center KAI 121 team (CC121), and train conductors. They are the first point of contact for all customer feedback, which is then followed up until resolution.
CSOS officers are selected personnel with strong service orientation, quick responsiveness, and a deep understanding of customer needs. Their duties include providing product information services and handling customer complaints at stations by applying the 7S service principles (Smile, Greet, Salute, Politeness, Courtesy, Enthusiasm, and Readiness to Serve). CSOS officers receive and assist in handling various customer complaints and inquiries. If an issue can be resolved by the CSOS officer, the case is closed immediately.
However, if a complaint requires further handling, CSOS officers will forward it to the Customer Relation team at Contact Center KAI 121 through the Customer Relationship Management (CRM) system for coordination with the relevant units. CSOS officers are required to communicate a complaint reference number to customers as a confirmation tool for tracking resolution progress.
In addition to CSOS officers at stations, Contact Center KAI 121 (CC121) agents also play a key role in providing information services, ticket reservations, requests, and handling customer complaints through various channels, including the call center (121 / (021) 121), social media accounts (@KAI121 on Instagram, Facebook, X, and TikTok), email ([email protected]), and WhatsApp at 08111-2111-121. Incoming complaints are handled according to customer needs and applicable regulations. If an issue can be resolved directly by the CC121 agent, it is marked as completed. If further action is required, the agent will escalate it to the relevant unit via phone, WhatsApp, or email.
After coordination with the responsible unit (PIC), the follow-up results are communicated back to Contact Center KAI 121, and CC121 agents then relay the information to the customer until the issue is fully resolved.
For passengers currently onboard a train, KAI also provides conductors who are ready to assist during the journey. If passengers experience discomfort during travel, they can submit complaints directly to the conductor on duty or contact the WhatsApp number displayed at both ends of each train carriage.
Joni explained that in handling customer complaints, KAI applies Service Level Agreement (SLA) standards: 30 minutes for social media responses from the first interaction, and 120 minutes for email responses. The resolution process itself is targeted within 14 working days. "All incoming complaints are fully documented in the Customer Relationship Management (CRM) system," he added.
"We receive customer complaints and inquiries 24 hours non-stop, which is why CC121 agents are scheduled to always be on standby 7x24 hours to respond to all questions and complaints. Their work schedules are arranged in shifts (generally morning, afternoon, and night), with a working pattern of five working days and two days off in accordance with government regulations," Joni said.
To improve service excellence, KAI continuously enhances the competencies of its frontline officers through scheduled training programs based on agent competencies, the “Best Performance” program, internal competitions among frontline staff (CSOS, CC121 agents, conductors, ticketing officers, and other frontline personnel), performance-based selection for national and international competitions, certification from contact center institutions or associations according to job levels, and benchmarking activities with similar services domestically and internationally.
"In handling train passenger complaints, responsive and solution-oriented service is key. With staff ready to assist at every stage of the journey, KAI is committed to providing a safe, comfortable, and satisfying travel experience for all passengers," Joni concluded.
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