Penerapan SOP dalam Pelayanan Pelanggan di Vapebulary

Solapung, Vincentius Moang Sola Maria (2025) Penerapan SOP dalam Pelayanan Pelanggan di Vapebulary. Diploma (D3) thesis, STIE Tri Bhakti.

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Abstract

This report is based on an internship conducted at Vapebulary, a retail store specializing in vape products and accessories. The objective of the internship was to understand the implementation of Standard Operating Procedures (SOP) in customer service activities and to identify challenges encountered during the process. During the internship, the author took on the role of a vaporista and carried out various operational tasks such as opening the store, assisting customers, and handling transactions using a Point of Sales (POS) system. The observation revealed several issues, including unstable network connections during QRIS payments, limited access to cancel transactions, and the absence of formal written SOPs. Therefore, the author recommends that Vapebulary formalize its SOPs, provide training for staff, and improve the existing POS system. This internship provided valuable experience and insight into real-world retail management and customer service.

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