How to Handle A Complain From Customer

 

Situation :

You are a customer service representative at a company. Create a conversation in English between you and a customer who is unhappy with the quality of a travelling bag they received. The customer wants to speak directly with your manager, Mr. Deva. 

The customer is complaining because the travelling bag they received does not match the description on your company’s website. However, at the time of the conversation, Mr. Deva is not available. 

You need to handle the customer professionally. You should offer a temporary solution and record all necessary information so that Mr. Deva can contact the customer as soon as he returns to the office.

Conversation :

Customer Service Conversation

Customer Service : Hello, thank you for calling [Company Name]. My name is [Your Name] from the customer service team. How can I assist you today?

Customer : Hello, I’m very disappointed with the traveling bag I received. It doesn’t match the description on your website. I want to speak to Mr. Deva right now.

Customer Service : I’m very sorry to hear that, Mr. Smith. I understand how frustrating this must be. Unfortunately, Mr. Deva is not in the office at the moment, but I’m here to help. I can take down all the details and make sure he contacts you as soon as he returns.

Customer : The website said the bag would have a large main compartment and waterproof material, but the one I received is much smaller and not waterproof.

Customer Service : I understand, Mr. Smith. So, the bag you received is smaller than described and doesn’t have the waterproof feature, correct?

Customer : Yes, that’s right.

Customer Service : Thank you for clarifying. I’ll make a note of this. We can offer two options while waiting for Mr. Deva to contact you: we can arrange a return and exchange for the correct bag, or we can offer a refund. Which option would you prefer?

Customer : I want to exchange it for the correct bag.

Customer Service : Understood, Mr. Smith. I’ll arrange the exchange as soon as possible. May I have your order number and contact information so Mr. Deva can follow up with you directly?

Customer : My order number is XYZ6789, and my phone number is 555-987-6543.

Customer Service : Thank you, Mr. Smith. I’ve noted everything, and I’ll ensure Mr. Deva contacts you as soon as he’s back. Is there anything else I can assist you with today?

Customer : No, that’s all for now.

Customer Service : Thank you for your patience, Mr. Smith. We’ll do our best to resolve this issue quickly. Have a great day!

Customer : Thank you. Goodbye.

Customer Service: Goodbye, Mr. Smith.

How To Handle A Complain on the Phone

 

Penjelasan tentang Menangani Komplain Pelanggan di Perusahaan

Menangani komplain pelanggan dengan baik sangat penting untuk menjaga reputasi perusahaan dan meningkatkan kepuasan pelanggan. Berikut adalah langkah-langkah yang bisa dilakukan:

1. Mendengarkan dengan Aktif
   Biarkan pelanggan menjelaskan masalahnya tanpa interupsi dan tunjukkan bahwa Anda memahami keluhan mereka.

2. Meminta Maaf dan Menunjukkan Empati
   Tunjukkan empati dengan kalimat yang menunjukkan bahwa Anda peduli dengan masalah yang dihadapi pelanggan.

3. Mengklarifikasi Masalah
   Tanyakan pertanyaan untuk memastikan Anda memahami keluhan dengan jelas.

4. Memberikan Solusi
   Sampaikan solusi atau tindakan yang akan diambil untuk menangani masalah tersebut.

5. Menyampaikan Tindak Lanjut
   Jika masalah memerlukan waktu untuk diselesaikan, pastikan pelanggan tahu kapan dan bagaimana mereka akan mendapatkan kabar.

6. Berterima Kasih
   Ucapkan terima kasih kepada pelanggan atas kesabarannya dan untuk memberi tahu perusahaan tentang masalah tersebut.

---

Contoh Ungkapan dalam Bahasa Inggris

1. Mendengarkan dan Meminta Maaf

• “I’m sorry to hear that you had this experience.”
• “I apologize for the inconvenience this has caused you.”
• “I understand how frustrating this must be for you.”

2. Mengklarifikasi Masalah

• “Could you please explain the issue in more detail?”
• “Can you confirm when this issue started?”
• “May I ask for the product number or order number to check the details?”

3. Menawarkan Solusi

• “We can offer you an exchange or a full refund. Which option would you prefer?”
• “I will escalate this issue to our manager immediately.”
• “I’ll arrange for a replacement to be sent to you as soon as possible.”

4. Memberikan Kepastian Tindak Lanjut

• “I will personally follow up on this and get back to you by [date or time].”
• “Mr. [Manager’s Name] will contact you as soon as he is available.”

5. Berterima Kasih dan Mengakhiri dengan Sopan

• “Thank you for bringing this to our attention. We’ll do our best to resolve it quickly.”
• “We appreciate your patience and understanding.”
• “Thank you for giving us the opportunity to make this right.”

---

Contoh Percakapan Menangani Komplain Pelanggan

Customer Service : Hello, thank you for calling [Company Name]. This is [Your Name] speaking. How may I assist you today?

Customer (Mr. Brown): Hi, I’m very disappointed with the laptop I received. It’s not as described on your website.

Customer Service (You): I’m sorry to hear that, Mr. Brown. I completely understand how frustrating this must be. Could you please tell me more about the issue?

Customer (Mr. Brown): The website said the laptop has 16GB of RAM, but the one I got only has 8GB.

Customer Service (You): Thank you for letting me know. May I have your order number so I can check our records?

Customer (Mr. Brown): Sure, it’s XYZ3210

Customer Service (You): Thank you. I’ll arrange an exchange for the correct product right away. We’ll send the replacement to you within 3 business days. Is that acceptable?

Customer (Mr. Brown): Yes, that’s fine.

Customer Service (You): I’ll also follow up with you to make sure the replacement arrives in good condition. Is there anything else I can help you with today?

Customer (Mr. Brown): No, that’s all. Thank you.

Customer Service (You): Thank you for your patience, Mr. Brown. We appreciate you bringing this to our attention. Have a great day!

Customer (Mr. Brown): Thank you. Goodbye.

How to Handle A Telephone Call

 

Penjelasan tentang Menerima Telepon di Perusahaan

Saat menerima telepon di perusahaan, penting untuk bersikap profesional, sopan, dan ramah. Anda juga harus memastikan bahwa Anda memahami kebutuhan penelepon dan memberikan bantuan dengan cepat. Berikut adalah beberapa langkah yang umum dilakukan:

1. Salam dan Perkenalan
   Ucapkan salam dan perkenalkan diri serta nama perusahaan.

2. Menanyakan Tujuan Telepon
   Tanyakan bagaimana Anda bisa membantu.

3. Menanggapi Permintaan
   Jika bisa membantu langsung, berikan jawaban atau solusi. Jika tidak, catat informasi dan sampaikan kepada pihak terkait.

4. Mengakhiri Telepon
   Ucapkan terima kasih dan selamat tinggal dengan sopan.

---

Contoh Ungkapan dalam Bahasa Inggris

1. Menyapa dan Memperkenalkan Diri

• “Good morning, thank you for calling PT. Angkasa Pura. This is Tika, how may I assist you?”
• “Hello, you’ve reached PT. Angkasa Pura. My name is Tika. How can I help you today?”

2. Menanyakan Tujuan Telepon

• “How may I assist you today?”
• “What can I do for you?”
• “How can I be of help today?”

3. Menanggapi Permintaan

• “Let me check that for you.”
• “I will transfer you to the relevant department.”
• “I’m sorry to hear that. Let me take down the details and pass them to the person in charge.”
• “Unfortunately, Mr. [Name] is not available at the moment. Would you like to leave a message?”

4. Memastikan Informasi

• “Could you please confirm your order number?”
• “May I have your phone number so we can follow up with you?”

5. Mengakhiri Telepon

• “Thank you for calling [Company Name]. Have a great day!”
• “We appreciate your call. Goodbye!”
• “Thank you for your patience. We’ll get back to you as soon as possible.”

---

Contoh Percakapan Menerima Telepon

Customer Service: Good morning, thank you for calling ABC Electronics. This is Sarah speaking. How may I help you?

Customer: Hi, I have a question about my recent order.

Customer Service: I’d be happy to help. May I have your order number, please?

Customer: Sure, it’s BC123.

Customer Service: Thank you. I’ll check it right now. Please hold for a moment.

[After checking]

Customer Service: I see that your order is scheduled for delivery tomorrow. Is there anything else I can help you with?

Customer: No, that’s all. Thank you.

Customer Service: Thank you for calling ABC Electronics. Have a great day!