Lembar Kerja 1

Nama Lengkap : AFROHUL MILAH

Nomor Kartu Prakerja : 3550202360450658

Bentuk Emosi Pelanggan

Bentuk emosi pelanggan dari ciri ciri yang disebutkan yaitu emosional, pelanggan menelepon
dengan nada suara yang tinggi dan tegas.

Teknik Mengelola Emosi Pelanggan

- Mendengarkan keluhan dan kekhawatiran dengan sabar

- Meminta maaf atas ketidaknyamanan yang disebabkan
- Memberikan solusi efektif dan memuaskan
- Tidak meremehkan emosi dan keluhan pelanggan

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 Lembar Kerja 2
Naskah Cara Menangani Komplain Pelanggan

Contact Center : Good afternoon, this is Ruby with NetVerse. How can I help you
today?

Customer : Hi, I would like to make a complaint.

Contact Center : May I know the complaint sir?

Customer : My internet connection has not worked properly for three days.

Contact Center : I’m really sorry to hear that. Can you tell me the detail?

Customer : It’s been repeatedly dropping-out. Once it’s connected, the speeds
are really slow. I can’t work without internet!

Contact Center : Please allow me to check to see if there’s any issue with the
network in your area. May I know your client ID?

Customer : Certainly, my client number is BC002-059

Contact Center : Thank you. Our system shows that there’s a network issue in
your area. The approximate repair time would be 3 to 5 hours.

Customer : What do I do then?

Contact Center : I’m afraid the best you could do is to wait. Will there be
someone in your house?

Customer : Yes, I will be home.

Contact Center : Our technician will get to your house between 1 pm and 4 pm

Customer : OK, thank you for your help.

Contact Center : My apologies once again for the inconvenience. Thank you for
your call.

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 Lembar Kerja 3

Video Roleplay Menangani Komplain Pelanggan

Cantumkan link atau tautan video hasil tugasmu di bawah ini.

https://drive.google.com/file/d/1-BMYsGy2kb2vZrxIdGnojMT-FvRRB8jV/view?usp=drivesdk