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.

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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.”

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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.