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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.
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN
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
T U J U A N P E M B E L A J A R A N Pesertadidikdapatmenggunakanungkapan :complaint dengantepat
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
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
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
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.
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.
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.
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 .
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.
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 ………
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 ……..
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 ……..
REFERENSI Referensi
PENYUSUN NAMA Deky Susanto, S.Pd NIP 19781218 200804 1 001 TEMPAT TUGAS SMK- SMTI Pontianak PHOTO