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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net MAKING A COMPLAINT
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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 !
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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 ?
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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?
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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?
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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?
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 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 ……..
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 16 Video
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 17 Video
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net 18
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net Referensi REFERENSI
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN Jl. Letjen. Sutoyo Pontianak, Telp. (0561) 736711, Website: http://dindikptk.net NAMA Deky Susanto, S.Pd NIP 19781218 200804 1 001 TEMPAT TUGAS SMK- SMTI Pontianak NAMA Deky Susanto, S.Pd NIP 19781218 200804 1 001 TEMPAT TUGAS SMK- SMTI Pontianak PENYUSUN
