EXCELLENT FRONT

OFFICER
- BASIC ENGLISH PART.2 -
EXCELLENT FRONT OFFICER:
Basic English

FORMAL TALKING ON THE REPLYING LETTER

CONVERSATION PHONE OR EMAIL
FORMAL CONVERSATION
BASIC 2: HANDLE RESERVATION
YOU: Good morning. Welcome to Ambarukmo Hotel. What can I do for you?
X: Good morning. My name is Lori Siregar. I have a reservation room for 3
nights.
YOU: All right, Ms. Siregar. I will check your reservation. Hope you don’t
mind to spell your last name, mam?
X: Siregar. S-I-R-E-G-A-R
YOU: Did you book the room directly through us, or did you use a hotel
reservation service or travel agent?
X: I booked it by traveloka.com. I also have the reservation number, if it can
help
YOU: Sure. Can I see that, please?
YOU: Hope you don’t mind to wait for moment. I will call my supervisor to
help you.
YOU: Could I have some form of ID please? And could you just fill out this
registration form?
X: Sure
YOU: Here is your key. Room 201.
It is in the second floor. If you have any problems, feel free to call
the front desk. (some other information)
Enjoy your stay…
X: Thank you very much
YOU: You’re welcome.
BASIC 2: HANDLE RESERVATION 2

YOU: Hi, I’ll be with you in a second

X: okay…
YOU1: Hi, sorry for the wait
YOU2: Hi, sorry for keeping you waiting. I’m ready now.
X: well, I have a reservation for 3 days and two nights.
YOU: sure, could I have your last name?
X: My name is O’neil. Bill O’neil
YOU: alright, I see your reservation here.
I just need your passport, and then I’ll get you the key right away
(immediately)
X: this is it …
YOU: thank you. Here’s your key. Your room is #308. It is on the third floor.
X: Thanks so much
YOU: You’re welcome. Have a nice stay
BASIC 2: HANDLE COMPLAINING
YOU: Good morning, sir. Can I help you?
X: Hi, I bought this jet pump a week ago, and it stopped working. I’d like to
return it.
YOU: Sure, I’d be happy to help you with that. Do you have your receipt?
X: Yes, here it is
YOU: Would you like to exchange it for a new one, or would you like a refund?
X1: I’d like a refund, please
YOU1: Ok, (could I get your card??) Here is your money, and here’s your
receipt.
Is there anything else I can help you with?
X2: I’d like a new one, please..
YOU2: Let me check the stocks in our warehouse. Just a moment, please.
Here it is. Is there anything else I can help you with?
X: No, that’s it. thanks.
YOU: Have a nice day, sir
TALKING ON THE PHONE
BASIC 2: RESCHEDULING

YOU: Hello, Rejuve SPA. Lori speaking. Can I help you?

X1: Hi, I’m just calling about rescheduling an appointment I have
for this Saturday
X2: Hi, I’m calling to reschedule my appointment for this Saturday
X3: I have an appointment on Saturday morning, and I’m just
wondering if I can reschedule that
YOU1: Sure, could I get your name?
X1: My name is Tom Cruise.
YOU2: Sure, what time is the appointment booked for?
X2: For 10 am on Saturday morning
YOU2: For Mr. Tom Cruise?
X2: Yes, that’s right
YOU: Okay, when would you like to reschedule for?
X: Would you have any openings on Sunday?
YOU: Hmmm…it looks like Sunday is all booked up unfortunately.
How about Monday?
X: Hmmmm, I have another schedule on Monday.
YOU: How about change your book time to Friday evening? Does that
work for you?
X: Yeah, that would be great, thanks..
YOU: Okay, I will put that in the schedule, and I will send you an email
confirming the day and time of the appointment. Could I get your email
address?
X: Sure, it’s tom.cruise@yahoo.com
YOU: All right, you’re all set. See you on Friday..
X: Okay, thanks so much for your help
YOU: You’re welcome. Have a great day. Bye bye
BASIC 2: CALL CENTER

YOU1: Good afternoon, Telkomsel Call Center. This is Wendy

speaking. How may I help you?
YOU2: Good afternoon, Telkomsel Call Center. This is Wendy
speaking . How can I assist you?
X: Hi, I’m trying to top-up my internet data package three times, but
failed.
Could you help me with this?
YOU1: Sure, I can help you with that.
YOU2: Actually we have another department that handles these issues. I
will transfer you to someone right away who can help you with this
YOU3: I’m sorry about the difficulties you’re having. I’ll try my best to
help you solve this problem. Would you mind if I put you on hold for a
few minutes while I look into this issue?
X3: Sure
X3: Hi, Mr. Smith? Thank you so much for holding. I have fixed the problem
for you…
(help him step by step)
YOU: Alright, is there anything else I can help you with?
X: No…that’s all. Thank you for your help.
YOU: Thank you so much for calling Telkomsel call center.
Have a great day. Bye bye
REPLYING LETTER OR EMAIL
BASIC 2: REPLYING E-MAIL

Dear (nama penerima)

Thank you for ….
(tujuan surat dikirim)
(informasi tambahan)

Sincerely,
(nama Anda)
BASIC 2: REPLYING E-MAIL

Dear Mr. James Bond

I have forwarded your inquiry to our shipping department, they
will be in touch to update you

Sincerely,
Taylor Swift
Dear Mr. Edward Cullen
Thank you for getting in touch about order no. 1234
I have contacted our logistics department to update me on the
status of your shipment.
As soon as I receive your current shipping status, I will let you know.

Many thanks,
Bella Swan
Dear Mr. Doraemon,
Thank you for inquiring about our new email marketing enterprise
application. A team member will contact you tomorrow with a
detailed explanation of the product that fits your business need.
Thanks again for your inquiry.
Sincerely,
Nobi Nobita
Dear Mr. Gate,
Thank you for your order of 10 tons medical masks. We will send them within the
next 3 days.
If you have any question, call us at +2348035290896. You will be promptly
attended to by the customer service team.
Thanks again for your order. We look forward to your final instructions.
Sincerely,
James Noah