Insiden di warung internet

Sedikitnya ada 10 insiden yang terjadi di warung internet selama saya menjaga warung internet di wilayah Jakarta Barat.

Insiden 1: Sandal hilang. Sebagai penjaga warnet ternyata tidak hanya bertanggung jawab menjaga server dan pc lain agar bekerja sebagai mestinya. Terkadang menjadi satpam, agar sandal tidak hilang.

Solusi yang ditawarkan: Membuat pamflet pengumuman besar ukuran kertas A4 ditempel di tempat strategis. Isinya: "Perhatikan sandal, sepatu, ponsel dam barang berharga lainnya!!! Disertai gambar "Pihak warnet tidak bertanggung jawab atas segala kehilangan!!!". Hasilnya: meningkatkan kewaspadaan pelanggan dan sandal tetap saja hilang karena pelakunya belum tertangkap. :(

Insiden 2: Telepon selular hilang. Sudah 2 kali kejadian ponsel (telepon selular) hilang, 1 ponsel buatan cina dan 1 ponsel merk branded ternama. Untuk yang kedua, pihak terduga berhasil diinterogasi. Saya tidak tahu kelanjutan beritanya dari pemilik warnet (warung internet).

Solusi yang ditawarkan: Pelanggan diingatkan dengan pamflet dan teguran dari penjaga warnet agar hati-hati menyimpan ponsel. Jangan sampai terjatuh dan tertinggal. Hasilnya: Tingkat kehilangan ponsel berkurang dan tetap waspada, karena pelaku pencurian ponsel belum tertangkap tangan.

Insiden 3: Pemalakan (penodongan) terhadap pelanggan. Terjadi pada pelanggan berusia dini sampai umur sekolah dasar (antara 5 sampai 13 tahun) oleh terduga berumur sekitar 17 tahun.

Solusi yang ditawarkan: Terduga pemalakan (penodongan) ditegur, sampai diusir dari warnet. Tindakan lanjutan adalah melaporkan pada kedua orangtuanya. Jika tidak sanggup membina, dilaporkan ke polisi.

Insiden 4: Pengganggu pelanggan. Pengganggu pelanggan mengusik keasyikan pelanggan bermain game online atau update status di facebook miliknya. Pengganggu ini mengambil alih keasyikan pelanggan dengan keasyikannya sendiri. Menutup game online dan facebook pelanggan menggantinya dengan milik sendiri.

Solusi yang ditawarkan: Terduga pengganggu pelanggan ditegur, sampai diusir dari warnet. Tindakan lanjutan adalah melaporkan pada kedua orangtuanya. Jika tidak sanggup membina, dilaporkan ke polisi.

Insiden 5: Telepon dari teman. Tidak bermaksud melarang teman menelpon saat teman bertugas. Terkadang teman ini menelpon saat pelanggan butuh bantuan atau bos sedang berdiri mengawasi di samping saya.

Solusinya: Tidak membawa telepon saat bertugas. Hasilnya: memang baik, walau ada kabar darurat jadi telat menerimanya.

Insiden 6: Pelanggan kabur tanpa bayar. Dilakukan individu atau berkelompok.

Solusi yang ditawarkan: Tetap waspada dan berpatroli sambil menanyakan pada pelanggan usia 5 sampai 13 tahun. Umumnya mereka membayar dahulu baru bermain agar tidak kabur lagi. Untuk pelanggan dewasa cukup laporkan pada "orang rumah"-nya (bisa istri atau suami, jika sudah menikah; atau kedua orang tuanya)

Insiden 7: Pelanggan parkir sepeda motor sembarangan. Maklum letak warnet di gang sempit yang cukup disesaki satu sepeda motor, dua sepeda motor posisi darurat.

Solusi yang ditawarkan: Meminta pelanggan untuk memindahkan sepeda motor ke lahan kosong, hanya beberapa meter dari warnet.

Insiden 8: Printer (mesin cetak) bermasalah. Saat pelanggan butuh mencetak berkas untuk keperluan pribadi, kantor, sekolah atau kuliah.

Solusinya: Bawa printer ke glodok atau mangga dua, diperbaiki 3 jam kemudian printer oke kembali. Dengan catatan tidak terjebak macet di jalan daan mogot saat jam sibuk.

Insiden 9: Kehilangan uang di kasir. Tuduhan tertuju pada penjaga warnet.

Solusi yang ditawarkan: Mengunci brankas dengan gembok. Dan tidak lengah sedetik pun dari kursi penjaga warnet.

Insiden 10: Keluhan pelanggan. Beragam jenis, satu diantaranya:

Pelanggan:  "Mas, di sini panas banget ya, kok ga dipasang AC (Air Conditioner)?"
Saya: "Maklum mbak, namanya saja warnet + sauna. Sambil akses internet, ya mandi keringat dech."

Solusi yang ditawarkan: Menjawab dengan sopan dan tersenyum.

Semoga bermanfaat...



Title: Incidents in warung internet (internet cafe)

At least 10 incidents was happening while i was an admin or an operator on warung internet or internet cafe in Jakarta Barat region.

Incident 1: Sandal was lost. I tought my responsibily was on server and some workstation in warung internet But Sandals' lost was my job. Am i a security man or an admin?

My solution: Make pamflet or poster on A4 paper size to infom customers and placed on strategic place. "Attention: Sandals, Shoes, handphone and other precious customer things!!! It is your own responsility. Admin do not have any obligation on any lost of your valuable things!!!" with an catchy images. Result: Customer awareness is high and lost was still happening because the thief never have been caught yet.. :(

Inceident 2: Handphone was stolen. It was 2 handphones' had been stole. One made in China and one is famous trademark from Finland. The theif has been caught and being question by warung internet's owner. I did not know the rest.

My solution: Customer has been informed by pamflet or poster and being told personally by me and other admin. To be very careful on your own handphone. Do not let it left behind or being dropped down. Result: Customer was being alert.

Incident 3: Customer being robed. It happens only for customer from early ages up to 13 years old (around 5 up to 13 years old). And the suspect was on age 17 years old, single or with his friends.

My solution: The suspect was being warned, or get ride off him. Next step, i told his parents. If both of his parents gave up, go to police.

Incident 4: Annoying customer. This person has annoyed other customer who has played online gaming or update status on his/her facebook. This annoying person was taking over other customer.

My solution: The suspect was being warned, or get ride off him. Next step, i told his parents. If both of his parents gave up, go to police.

Incident 5: Called by friend. I did not intend to reject any phone from my friends. They were calling just for fun or chit-chat when my customer need my help or my boss was standing by beside me.

My solution: i did not bring my handphone. Hasilnya: i was good, but i missed urgent called or someone in emergency.

Incident 6: Customer was fled away without paid. It has been done by individual or group.

My solution: Stay alert and walkin around from server to every workstation and being nice to customer. Asked their parents to pay the bills, if their son/daughter has not paid the internet bill yet. Or asked his/her spouse if they were adult and being married. Sometimes, they are only forget or in emergency.

Inscident 7: Customer has been parking his/her motorcycle on the street.

My solution: Asked him/her to move motorcycle from thee street into parking lot, it's only few meters away from him/her.

Incident 8: Printer's problem.

Myy solution: Bring an error printer to glodok atau mangga dua, being service 3 hours then printer iss working again. I hope their no traffic jam on the office hour at Jalan Daan Mogot.

Inscident 9: Money lost in the cashier. Serious accusation to admin or operator.

My solution: Lock up the safety deposit box. And stay alert working hours.

Incident 10: Customer's complain. It might be happens variously, one of them:

Customer:  "Sir, it is hot, isn't it? Would you install AC (Air Conditioner)?"
Me: "I am sorry miss (mbak), it is warung internet + sauna. While you are browsing, you will be sweaty." (With a big smile).

My solution: Answer the customer question politely and smile.

I hope it is useful...