SERVING COMPLAINTS

KOMPETENSI DASAR

3.2 Memahami percakapan terbatas dengan penutur asli (native speaker).

INDIKATOR

 Ungkapan untuk menangani keluhan (Complaint) tamu hotel, restorant, dan kantor
dilakukan dan dijawab dengan benar.

TUJUAN PEMBELAJARAN

 Siswa dapat menangani, mendengarkan, dan menjawab keluhan (Complaint) tamu

dengan benar.

MATERI PEMBELAJARAN

SERVING COMPLAINT
(Melayani Keluhan customer/pelanggan)

Handle customer complaints with L-E-A-R-N, and your customer will feel appreciated!

L-E-A-R-N-, is an acronym, with 5 easy steps to follow:

L : Listen carefully to your customer, Don’t interrupt or tell the customer to calm
down, this only ignite the anger.
E : Empathize. Feel the pain of the customer, and tell her that you can understand they
feel.
A : Apologize. Apologize the customer, even if you feel that you have no part in the
problem. Do not blame the customer, but there is no need to take the blame yourself!
R : React. Tell the customer how you will help their problem.
N : NOW!. Do not delay. Act immediately. The longer you wait, The harder it is to
produce outstanding customer service.

–William H. Davidow.

Beberapa ungkapan yang dapat digunakan untuk meminta maaf terhadap keluhan pelanggan.
Expression of Apologizing for Reply
Complaint
 I am really sorry, Sir  It’s Ok
 I apologize for….  Never mind
 I would like to apogize for …  Not at all

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 SERVING COMPLAINTS

Example.
“Complaint in a Hotel”
Ms. Kayla : This is Kayla in room 505, I check in about ten minutes ago.
Receptionist : Oh, yes, Ms. Kayla. How can I help you?
Ms. Kayla : My bathroom, it’s in a terrible condition. When I tried the shower, there is no
water came out at all.
Receptionist : Oh dear, I’m sorry to hear that. I”ll have someone to fix it immediately.
Ms. Kayla : Alright. Thanks.

EXERCISE
Complete the following dialogue by choosing the correct word or phrase in the box.
I’m afraid Excuse me I do apologize
Complaint I’m sorry I’d like to speak Oh dear

Mike : _______________ (1) There is a mistake in our Bill. We have didn’t have
dinner here lastnight.
Receptionist : _______________ (2), Sir. Here’s the bill from the hotel restaurant. It’s got
your signature on it.
Mike : But that’s not my signature. _______________ (3) to the manager.
Receptionist : I’m sorry. The manager is busy.
Mike : I am really sorry. But I want to speak to the manager.
Manager : You have a _______________ (4) about your bill, sir?
Mike : Yes. _______________ (5) there’s a mistake. We didn’t have dinner in the
restaurant last night.
Manager : But this looks like your signature on the restaurant bill. Let me see
______________ (6) I’m sorry. There’s another couple called Lewis in the
hotel. They had dinner last night. Not you. ______________ (7).

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