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 (Part 1)

 

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!

Look at the video conversation below :

Exercise :

Answer these following questions based on the youtube video:

1. What was the initial reason for Ken Jones calling ABC Company, specifically wanting to speak to Mr. Smith?
2. What is the opening greeting Emily uses when she answers the phone at ABC Company?
3. After taking the message from Ken Jones, what two actions did Emily take to ensure Mr. Smith received it?
4. What phrase did Emily use to ask Ken Jones for his contact number?
5. According to Ken Jones, what word did he use to describe the urgency of his call?

Click Here ​to Practice your knowledge

Bahasa Inggris Kelas XI Semester Genap, Starting, Continuing, and Ending a Conversation in English

Good communication is very important in daily life, especially when talking about interesting topics. In this lesson, students will learn useful phrases to start, continue, and end a conversation. Knowing these expressions will help students speak English more easily and confidently.

To make learning more fun, we will use a conversation about Pandawara Group, a group of young people who care about the environment. They are famous for their innovative activities in cleaning up trash from rivers and beaches. Their efforts have inspired many people to take better care of nature.

Example Conversation

Situation: Anna and Budi are discussing the contributions of Pandawara Group to the environment.

Anna       : Hi Budi! Have you heard about Pandawara Group? (Starting)
Budi        : Oh, hi Anna! Yes, I have. They are an amazing group of young environmental activists.
Anna       : Exactly! They clean up rivers and beaches to help reduce pollution. I think their work is inspiring. What do you think? (Continuing)
Budi        : I totally agree. Without their efforts, many places would still be full of garbage. (Continuing)
Anna       : That’s true. Their dedication has encouraged many people to join their clean-up events. (Continuing)
Budi        : Absolutely! They use social media to spread awareness, and now more people support their movement. (Continuing)
Anna       : *Yes! It shows how young people can make a big difference. Well, I have to go now, but let’s talk more about environmental heroes next time. (Ending)
Budi        : Sure! See you later, Anna. (Ending)

Explanation of Expressions Used

Here are some useful expressions used in the conversation above, categorized by function:

Starting a Conversation:

• Hi! How are you?
• Have you heard about…?
• Can I ask you something?
• I was wondering if you know about…

Continuing a Conversation:

• Exactly! I think…
• That’s interesting. Tell me more!
• I see your point, and I’d like to add…
• Oh really? Why do you think so?
• That reminds me of…

Ending a Conversation:

• Well, I have to go now.
• It was nice talking to you.
• Let’s continue this conversation another time.
• See you later!
• 
  

Exercises

Vocabulary Exercise: Match the words with their meanings.

1. Activist
2. Pollution
3. Awareness
4. Conservation
5. Community

a. Protecting natural resources
b. A group of people living together
c. A person who takes action for a cause
d. Understanding or knowledge about something
e. The presence of harmful substances in the environment

Conversation Practice: Fill in the blanks with suitable expressions.

1. ____! Have you heard about the new environmental program?
2. That’s a great idea! ____. Can you explain more?
3. Well, it was nice talking to you. __!

Comprehension Questions: Answer the following questions based on the conversation.

1. What is Pandawara Group, and what have they done for the environment?
2. Why does Budi think Pandawara Group’s efforts are important?
3. How do they encourage more people to join their activities?
4. How has social media helped Pandawara Group’s movement?
5. What expressions did Anna and Budi use to start, continue, and end their conversation?

By mastering these expressions, students will be able to hold smooth and engaging conversations in English. Keep practicing and have fun learning!

Learning From Video

 

Download Sekarang Juga, 300 Kosakata Yang Bisa Bikin Kamu Jago Bahasa Inggris

Menguasai bahasa Inggris, terutama dalam berbicara, membutuhkan pondasi yang kuat berupa kosakata dasar. Kosakata adalah kunci untuk memahami dan menyampaikan ide dengan jelas. Dalam percakapan sehari-hari, ada sejumlah kata yang sering digunakan dan menjadi elemen penting untuk berbicara dengan lancar.

Artikel ini menyajikan daftar kosakata bahasa Inggris yang harus dihafalkan untuk membantu Anda berbicara dengan lebih percaya diri. Mulai dari kata kerja, kata benda di sekitar, kata sifat, hingga kata ganti orang, semuanya dirancang untuk mempermudah Anda meningkatkan keterampilan komunikasi. 

Yuk, simak daftar lengkapnya dan mulai langkah awal Anda menuju kefasihan berbahasa Inggris! 😊

DOWNLOAD DISINI

DOWNLOAD DISINI

DOWNLOAD DISINI

Tips Menggunakan E-Book "300 Kosakata yang Membuatmu Mahir Bahasa Inggris"

Setelah mendapatkan e-book ini, kamu punya alat yang pas untuk mulai memperkaya kosakata bahasa Inggrismu. Biar tujuanmu untuk mahir berbicara bahasa Inggris tercapai, coba deh ikuti beberapa tips ini:

1. Belajar Pelan-Pelan
   Nggak usah buru-buru menghafal semua kosakata sekaligus. Fokus aja ke 10–15 kata per hari. Ulang-ulang terus setiap pagi dan sore biar makin nempel di kepala.

2. Pakai dalam Kalimat
   Jangan cuma hafalin kata-kata doang, tapi coba pakai dalam kalimat. Misalnya, kalau lagi belajar kata "Eat" (makan), bikin kalimat kayak, "I eat lunch at 12 o'clock."

3. Praktikkan Langsung
   Gunakan kosakata yang udah kamu pelajari dalam percakapan sehari-hari. Kalau nggak ada teman buat latihan, coba ngomong sendiri di depan cermin atau rekam suara kamu.

4. Gabungkan dengan Aktivitas Seru
   Biar makin seru, coba gunakan kosakata pas nonton film, dengar lagu, atau main game dalam bahasa Inggris. Misalnya, cari kata dari daftar e-book pas nonton film favoritmu.

5. Bikin Flashcards
   Tulis tiap kosakata di satu sisi kartu dan artinya di sisi lain. Pakai flashcards ini buat latihan sendiri atau ajak teman buat bantu ngecek hafalan kamu.

6. Ulangi Secara Rutin
   Kosakata yang udah kamu hafalin perlu diulang terus biar nggak gampang lupa. Luangin waktu buat nge-review kata-kata yang udah dipelajari, terutama yang jarang kamu pakai.

7. Praktik di Dunia Nyata
   Coba cari teman, tutor, atau komunitas belajar bahasa Inggris buat latihan ngomong pake kosakata dari e-book ini. Semakin sering kamu latihan, makin pede deh ngomongnya.

Dengan rutin latihan dan pakai cara yang tepat, e-book ini bakal jadi senjata andalan buat bikin kamu jago ngomong bahasa Inggris. Yuk semangat, kamu pasti bisa! ✨

Job Vacancy Junior Secretary for SMK Fresh Graduates

We’re Hiring! Junior Secretary Position Open

Are you a fresh graduate looking for your first job in office management? Join us as a Junior Secretary and grow your career with our team!

Job Title: Junior Secretary

• Location: Mojokerto
• Type: Full-time

What You’ll Do

• Help schedule meetings and appointments.
• Write and reply to emails and letters.
• Keep office files and documents organized.
• Support the team with daily office tasks.

What We’re Looking For

• Fresh graduate from SMK in Office Management.
• Can use Microsoft Word, Excel, and PowerPoint.
• Good at organizing and managing time.
• Can communicate clearly in writing and speaking.
• Friendly, professional, and willing to learn.

What We Offer

• Monthly salary with bonuses.
• Health benefits and other employee perks.
• Training and chances to grow your skills.
• A positive and supportive work environment.

How to Apply

• Deadline: February 30, 2025
• Send your application to: HR Team PT. Mayora Citra Utami
• Email: citrautami@jmail.com
• Subject Line: Junior Secretary Application

Don’t miss this chance to start your career with us. Apply today!

========================================================

Comprehension Questions About the Job Vacancy

1. What is the main responsibility of a Junior Secretary in this job position?
   A. Organizing meetings and appointments
   B. Preparing financial reports
   C. Supervising staff
   D. Developing new office policies

2. What qualification is required for this job?
   A. Bachelor’s degree in Management
   B. SMK graduate in Office Management
   C. Diploma in Computer Science
   D. High School graduate with experience

3. Which of the following skills is necessary for the Junior Secretary position?
   A. Advanced programming skills
   B. Knowledge of marketing strategies
   C. Ability to use Microsoft Word, Excel, and PowerPoint
   D. Expertise in graphic design

4. What benefits will the employee receive in this position?
   A. Free housing and transportation
   B. Health benefits and training opportunities
   C. International travel allowance
   D. Paid family vacations

5. Where should applicants send their job applications, and what should they include in the subject line?
   A. Send to the HR Team, subject line: Application for Manager Position
   B. Send to the HR Team, subject line: Junior Secretary Application
   C. Send to the Marketing Team, subject line: Job Vacancy Application
   D. Send to the IT Department, subject line: Office Management Position

Job Vacancy for Fresh Graduate of SMK Desain Komunikasi Visual

Position: Creative Graphic Designer

Company: BrightIdeas Media
Location: Yogyakarta

About Us: 

BrightIdeas Media is a creative agency specializing in branding, digital marketing, and design solutions. We believe in empowering fresh talent to bring innovative ideas to life.

What We’re Looking For:

• Fresh graduates from Visual Communication Design Vocational School

• Proficient in Adobe Creative Suite (Photoshop, Illustrator, Premiere Pro)

• Strong creative vision and attention to detail

• Excellent teamwork and communication skills

• A portfolio showcasing your best work

What We Offer:

• Competitive salary and performance bonuses

• Opportunities to work on exciting projects

• Fun and collaborative work culture

• Skill development workshops and training
  
  

How to Apply: 

Send your CV and portfolio to careers@brightideasmedia.com. Don’t forget to tell us why you’re the perfect fit!

Application Deadline: February 18, 2025

==============================================================

What qualifications are required for the Creative Graphic Designer position at BrightIdeas Media?

Which design software should candidates be proficient in for this role?

What benefits does BrightIdeas Media offer to its employees?

What documents are required for the application, and where should they be sent?

What is the application deadline for this position?