1 / 20

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN. M A K I N G A C O M P L A I N T. S T A N D A R K O M P E T E N S I. Berkomunikasi dengan Bahasa Inggris setara level Intermediate. K O M P E T E N S I D A S A R. Memahami percakapan terbatas dengan penutur asli.

dacia
Download Presentation

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

  2. MAKINGACOMPLAINT

  3. S T A N D A R K O M P E T E N S I BerkomunikasidenganBahasaInggrissetara level Intermediate K O M P E T E N S I D A S A R Memahamipercakapanterbatasdenganpenuturasli

  4. T U J U A N P E M B E L A J A R A N Pesertadidikdapatmenggunakanungkapan :complaint dengantepat

  5. MATERI AWAL • Useful expressions in: • Complaining • Vocabularies • What is a Complaint? • Why does someone make a complaint? • Product Complaint • Service Complaint • Complaining Expressions • HandlingComplaints • Dialog 1 • Dialog 2 • Dialog 3

  6. Study the following vocabularies! Complain (v) : mengadu Complaint (n) : pengaduan Return (v) : mengembalikan Exchange (v) : menukar Receipt (n): nota Inconvenience (n) : ketidaknyamanan Apologize (v) : mintamaaf Refund (n): uanggantikerugian Guarantee (v) : menjamin

  7. What is a complaint ? • A complaint is the unsatisfied feeling of the • customer about what he or she has ordered • to the owner. • It includes the products and the services. • The owner should give the solution/handling

  8. Why does someone make a complaint? • He or she makes a complaint about the • products because: • - they have bad quality. • - they are broken / out of order. • - they are not suitable with the sample. • - they can’t be used / operated. • - etc.

  9. Why does someone make a complaint? • He or she makes a complaint about the • service because: • - the owner has given poor service. • - the service is too long. • - the condition of his order is bad, the lamp • is off, no water, no towel, etc.

  10. Why does someone make a complaint? • He or she makes a complaint about the • products because: • - they have bad quality. • - they are broken / out of order. • - they are not suitable with the sample. • - they can’t be used / operated. • - etc.

  11. Complaining Expressions • It is not actually what I want. • At first, you said that, but now,… • What’s wrong with this flight ? • I am very sorry, sir. Due to technical disorder,… • I guarantee it won’t happen again. • Excuse me, I want to return ….. • Pardon me, there is something wrong in my… • I am sorry, I must complain about….. • It is not actually what I want. • At first you said that …. but now …. • I am afraid, I have to make a complaint .

  12. Handling Complaint • The expressions used in handling a complaint : • - What is wrong with this ….? • - what seems to be the problem ? • - What is the trouble ? • - In what way have you been disappointed ? • - Do you want to exchange it / them? • - I guarantee it won’t be happened again. • - Do you bring the receipt ? • - I do apologize for this inconvenience.

  13. Handling Complaint • Dialogue 1 • Room service  : Room service, how may I help you? • Guest         : I ordered coffee half an hour ago. I wonder what • happened to it? • Room service  : May I have your room number? • Guest         : 207 • Room service  : One moment please, I’ll check. (after checking) • We’re very sorry for the inconvenience, Sir. Your • order will be right up. • Guest         : OK. Make it quick please! • The complaint is ………… • The action to solve the problem is ………

  14. MATERI LANJUTAN Dialogue 2 Hotel Staff :House keeping, may I help you? Guest             :This room 406, the room has not been cleaned yet. How come? Hotel Staff     :Room 406, could you just wait a moment. I’ll send someone to make up your room rightnow. Guest             :Yes, please. Thanks. The complaint is ……. The action to solve the problem is ……..

  15. MATERI LANJUTAN • Dialogue 3 • Guest     : Good morning. I wonder if you could help me. • Hotel Staff     : Good morning, Sir. What seems to be the problem? • Guest           : The air-conditioning doesn’t work. Whom do I contact? • Hotel staff           : You’ll need to call house keeping. • Guest                : I’ve done that, but no body has shown up. Can you help me? • Hotel Staff          : I’ll check with house keeping. May I have your name and number? • Guest                : Haikal. And my room number is 439. • Hotel Staff          : Mr. Haikal Room 349 would you mind waiting a moment? • Guest                : Sure. • (after checking) • Hotel Staff         : I’ve checked with engineerin, Mr. Haikal. The air conditioning will be taken care of right away. We apologize for the inconvenience. • Guest                : It’s all right. • The complaint is …….. • The action to solve the problem is ……..

  16. Video

  17. Video

  18. REFERENSI Referensi

  19. PENYUSUN NAMA Deky Susanto, S.Pd NIP 19781218 200804 1 001 TEMPAT TUGAS SMK- SMTI Pontianak PHOTO

More Related