PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: MAKING A COMPLAINT

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: Berkomunikasi dengan Bahasa Inggris setara level Intermediate Memahami percakapan terbatas dengan penutur asli S T A N D A R K O M P E T E N S I K O M P E T E N S I D A S A R

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: Peserta didik dapat menggunakan ungkapan :complaint dengan tepat T U J U A N P E M B E L A J A R A N

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 5 Useful expressions in: A.ComplainingComplaining Vocabularies What is a Complaint? What is a Complaint? Why does someone make a complaint?  Product Complaint Product Complaint  Service Complaint Service Complaint Complaining Expressions B.Handling ComplaintsHandling Complaints Dialog 1 Dialog 2 Dialog 3 MATERI AWAL

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 6 Complain ( v ): mengadu Complaint ( n ): pengaduan Return ( v ): mengembalikan Exchange ( v ): menukar Receipt ( n ): nota Inconvenience ( n ) : ketidaknyamanan Apologize ( v ) : minta maaf Refund ( n ): uang ganti kerugian Guarantee ( v ): menjamin Study the following vocabularies !

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 7  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 What is a complaint ?

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 8  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?

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 9  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?

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 10  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?

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 11  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. Complaining Expressions

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 12 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

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 13 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 ……… Handling Complaint

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 14 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

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 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 ……..

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 16 Video

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 17 Video

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: 18

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: Referensi REFERENSI

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) , Website: NAMA Deky Susanto, S.Pd NIP TEMPAT TUGAS SMK- SMTI Pontianak NAMA Deky Susanto, S.Pd NIP TEMPAT TUGAS SMK- SMTI Pontianak PENYUSUN