Lembar Kerja 1

Nama Lengkap : Hj Fatimah Toyib

Nomor Kartu Prakerja : 3150202382433599

Bentuk Emosi Pelanggan

calling in a firm and high voice because it is disturbed by a slow internet
connection causing work to be delayed

Teknik Mengelola Emosi Pelanggan

The right technique is.
• continue to serve with a calm intonation
• listen carefully to customer complaints
• show sympathy for the problems customers face
• apologize for events that customers experience
• give problem solving to customers
• and finally do a follow-up to customers
 Lembar Kerja 2
Naskah Cara Menangani Komplain Pelanggan

Contact Center : Hello, With the contact center her. How can I help you ?.

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

Contact Center : Okay, Can you explain the problem that's happening to you right
now?

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

Contact Center : I'm sorry for the inconvenience you're experiencing. I will help you to
solve it. can you explain again what happened 3 days ago?

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

Contact Center : Okay, I understand what you're going through, I'm sorry to hear that.
please let me check to see if there is a problem with the network in
your area. may I know your customer ID number?

Customer : Certainly, my client number is BC002-059

Contact Center : Thank you, our system shows that there is network interference in
your area, and we are currently fixing it.

Customer : What do I do then?

Contact Center : for your problem. we will send our people to fix it directly. Are you at
home right now?

Customer : Yes, I will be home.

Contact Center : Well, we are following up your case with our technician. Please wait
for the arrival of our people

Customer : OK, thank you for your help.

Contact Center : My pleasure. Sorry for the inconvenience that disturbed our time.
I will make sure, you won't face the same problem again next time.
If there's anything you want to ask, just contact our service. It was an
honour to have you as our customer, thank you and please have a
pleasant day.
4
 Lembar Kerja 3

Video Roleplay Menangani Komplain Pelanggan

Cantumkan link atau tautan video hasil tugasmu di bawah ini.

Tautan Video Roleplay Menangani Komplain Pelanggan

https://drive.google.com/file/d/19s3YQ54-
hEq3Y8IvPlm-tXhxaB-rLjKv/view?usp=sharing