[{"data":1,"prerenderedAt":1541},["ShallowReactive",2],{"page-\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis\u002F03-intermediate\u002F04-customer-service-and-handling-complaints\u002F02-handling-complaints":3,"sidebar-\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis":340,"lesson-doc-\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis\u002F03-intermediate\u002F04-customer-service-and-handling-complaints\u002F02-handling-complaints":1362},{"id":4,"title":5,"aspect":6,"body":7,"cefr":272,"description":273,"estMinutes":274,"example":6,"extension":275,"grammarFocus":276,"group":6,"hide":280,"icon":281,"kind":282,"level":283,"meta":284,"module":285,"navigation":286,"objectives":287,"order":291,"path":292,"phrases":293,"section":294,"seo":295,"stage":296,"status":297,"stem":298,"summaryId":299,"timeGroup":6,"titleId":300,"vocab":301,"__hash__":339},"kelas\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis\u002F03-intermediate\u002F04-customer-service-and-handling-complaints\u002F02-handling-complaints.md","Handling Complaints",null,{"type":8,"value":9,"toc":261},"minimark",[10,14,17,22,35,38,84,91,134,148,152,163,170,178,187,191,195,198,202,206,210,215,220,224,227,230,234],[11,12,5],"h1",{"id":13},"handling-complaints",[15,16],"can-do",{},[18,19,21],"h2",{"id":20},"penjelasan-id","Penjelasan (ID)",[23,24,25,26,30,31,34],"p",{},"Ketika pelanggan mengeluh, hal pertama yang mereka butuhkan ",[27,28,29],"strong",{},"bukan solusi",", melainkan\nperasaan ",[27,32,33],{},"didengar",". Inilah inti dari menangani keluhan: dengarkan, akui, lalu pahami\nmasalahnya sebelum menawarkan jalan keluar.",[23,36,37],{},"Ada tiga langkah penting:",[39,40,41,59,72],"ol",{},[42,43,44,47,48],"li",{},[27,45,46],{},"Acknowledge (mengakui perasaan)",": tunjukkan empati lebih dulu.\n",[49,50,51,52,55,56,51],"em",{},"\"",[27,53,54],{},"I'm sorry to hear that.","\" \u002F \"",[27,57,58],{},"I understand how frustrating that is.",[42,60,61,64,65,68,69],{},[27,62,63],{},"Listen actively (mendengarkan aktif)",": jangan memotong; biarkan pelanggan selesai\nbicara, lalu beri respons singkat seperti ",[49,66,67],{},"\"I see\""," atau ",[49,70,71],{},"\"I understand.\"",[42,73,74,77,78],{},[27,75,76],{},"Paraphrase (mengulang untuk memastikan)",": ulangi inti masalah dengan kata-katamu\nsendiri: ",[49,79,51,80,83],{},[27,81,82],{},"Let me make sure I understand..."," the item arrived broken, is that right?\"",[23,85,86,87,90],{},"Perhatikan pola ",[27,88,89],{},"\"how + kata sifat\""," untuk menunjukkan empati:",[92,93,94,107],"table",{},[95,96,97],"thead",{},[98,99,100,104],"tr",{},[101,102,103],"th",{},"Pola",[101,105,106],{},"Contoh",[108,109,110,123],"tbody",{},[98,111,112,120],{},[113,114,115,116,119],"td",{},"I understand how ",[27,117,118],{},"frustrating"," that is.",[113,121,122],{},"Saya paham betapa menjengkelkannya itu.",[98,124,125,131],{},[113,126,115,127,130],{},[27,128,129],{},"disappointing"," this must be.",[113,132,133],{},"Saya paham betapa mengecewakannya ini.",[135,136,137],"blockquote",{},[23,138,139,140,143,144,147],{},"💡 Tip: Tetap ",[27,141,142],{},"tenang dan profesional",". Hindari kata \"you\" yang menyalahkan\n(",[49,145,146],{},"\"You did it wrong\"","). Fokus pada masalah, bukan pada orangnya.",[18,149,151],{"id":150},"examples-english","Examples (English)",[135,153,154],{},[23,155,51,156,159,160,51],{},[27,157,158],{},"I'm sorry to hear that"," your delivery was late. ",[27,161,162],{},"Thank you for letting me know.",[135,164,165],{},[23,166,51,167,169],{},[27,168,58],{}," Let's get this sorted out together.\"",[135,171,172],{},[23,173,51,174,177],{},[27,175,176],{},"Let me make sure I understand:"," you were charged twice for the same order?\"",[135,179,180],{},[23,181,182,183,186],{},"\"I ",[27,184,185],{},"completely understand"," why you're upset, and I'll do my best to help.\"",[188,189],"audio-player",{"caption":190},"Dengarkan cara mengakui keluhan dengan nada tenang dan empatik.",[18,192,194],{"id":193},"kosakata","Kosakata",[196,197],"vocab-list",{},[18,199,201],{"id":200},"dialogue","Dialogue",[200,203],{":lines":204,"title":205},"[{\"speaker\":\"Customer\",\"en\":\"This is the third time my internet has gone down this week!\",\"id\":\"Ini sudah ketiga kalinya internet saya mati minggu ini!\"},{\"speaker\":\"Agent\",\"en\":\"I'm sorry to hear that. I understand how frustrating that is.\",\"id\":\"Saya turut prihatin. Saya paham betapa menjengkelkannya itu.\"},{\"speaker\":\"Customer\",\"en\":\"I work from home, so I really need a stable connection.\",\"id\":\"Saya bekerja dari rumah, jadi saya benar-benar butuh koneksi yang stabil.\"},{\"speaker\":\"Agent\",\"en\":\"Of course. Let me make sure I understand: the connection drops several times a day?\",\"id\":\"Tentu. Biar saya pastikan: koneksinya putus beberapa kali sehari?\"},{\"speaker\":\"Customer\",\"en\":\"Exactly. It's affecting my meetings.\",\"id\":\"Tepat sekali. Itu mengganggu rapat saya.\"},{\"speaker\":\"Agent\",\"en\":\"Thank you for letting me know. I'll look into your line right away.\",\"id\":\"Terima kasih sudah memberi tahu. Saya akan periksa jaringan Anda segera.\"}]","A frustrated customer calls",[18,207,209],{"id":208},"latihan","Latihan",[211,212],"quiz",{":questions":213,"title":214},"[{\"q\":\"A customer is upset. What should you do FIRST?\",\"options\":[\"Offer a refund immediately.\",\"Acknowledge their feelings with empathy.\",\"Explain it's not your fault.\"],\"answer\":1,\"feedback\":\"Langkah pertama adalah mengakui perasaan pelanggan dengan empati.\"},{\"q\":\"Which phrase shows empathy?\",\"options\":[\"That's your problem.\",\"I understand how frustrating that is.\",\"Calm down, please.\"],\"answer\":1,\"feedback\":\"'I understand how frustrating that is' menunjukkan empati.\"},{\"q\":\"How do you confirm you understood the problem?\",\"options\":[\"Let me make sure I understand...\",\"I don't really care.\",\"Just tell me what you want.\"],\"answer\":0,\"feedback\":\"Parafrasa dengan 'Let me make sure I understand...' memastikan pemahamanmu.\"},{\"q\":\"Complete the empathy line: 'I'm sorry to ___ that.'\",\"options\":[\"see\",\"hear\",\"listen\"],\"answer\":1,\"feedback\":\"Ungkapan tetapnya adalah 'I'm sorry to hear that.'\"}]","Cek Pemahaman",[216,217],"fill-in-blank",{":items":218,"title":219},"[{\"sentence\":\"I'm sorry to ___ that your order was late.\",\"answer\":\"hear\",\"hint\":\"mendengar\"},{\"sentence\":\"I understand how ___ that is.\",\"answer\":\"frustrating\",\"hint\":\"menjengkelkan\"},{\"sentence\":\"Let me make ___ I understand the problem.\",\"answer\":\"sure\",\"hint\":\"memastikan\"},{\"sentence\":\"Thank you for ___ me know about this.\",\"answer\":\"letting\",\"hint\":\"membiarkan \u002F memberi tahu\"}]","Lengkapi ungkapan empati",[18,221,223],{"id":222},"flashcards","Flashcards",[23,225,226],{},"Latih kosakata lesson ini:",[228,229],"flashcard-deck",{},[18,231,233],{"id":232},"ringkasan","Ringkasan",[235,236,237,243,249,255],"ul",{},[42,238,239,240],{},"Akui perasaan pelanggan lebih dulu: ",[27,241,242],{},"\"I'm sorry to hear that.\"",[42,244,245,246],{},"Tunjukkan empati dengan ",[27,247,248],{},"\"I understand how frustrating that is.\"",[42,250,251,252],{},"Parafrasa untuk memastikan: ",[27,253,254],{},"\"Let me make sure I understand...\"",[42,256,257,258,260],{},"Tetap ",[27,259,142],{},"; fokus pada masalah, bukan menyalahkan orang.",{"title":262,"searchDepth":263,"depth":263,"links":264},"",2,[265,266,267,268,269,270,271],{"id":20,"depth":263,"text":21},{"id":150,"depth":263,"text":151},{"id":193,"depth":263,"text":194},{"id":200,"depth":263,"text":201},{"id":208,"depth":263,"text":209},{"id":222,"depth":263,"text":223},{"id":232,"depth":263,"text":233},"B1","Lesson 2: Customer Service & Handling Complaints.","20","md",[277,278,279],"Empathy phrases: 'I'm sorry to hear that...'","Klausa 'how + adjective': 'I understand how frustrating that is'","Reflective listening: 'Let me make sure I understand...'",false,"i-lucide-ear","lesson","3",{},"4",{"title":5},[288,289,290],"Mengakui keluhan pelanggan dengan empati tanpa menyalahkan siapa pun.","Menunjukkan bahwa kamu memahami masalah dengan parafrasa (paraphrasing).","Tetap tenang dan profesional menghadapi pelanggan yang kecewa.","2","\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis\u002F03-intermediate\u002F04-customer-service-and-handling-complaints\u002F02-handling-complaints",[],"communication",{"title":5,"description":273},"intermediate","ready","kelas\u002Fbelajar-bahasa-inggris-gratis\u002F03-intermediate\u002F04-customer-service-and-handling-complaints\u002F02-handling-complaints","Belajar mendengarkan, mengakui keluhan pelanggan, dan tetap tenang serta profesional.","Menangani Keluhan",[302,306,310,314,320,325,331,335],{"term":158,"pos":303,"id":304,"example":305},"phrase","Saya turut prihatin mendengarnya","I'm sorry to hear that your order arrived damaged.",{"term":307,"pos":303,"id":308,"example":309},"I understand how frustrating that is","Saya paham betapa menjengkelkannya itu","I understand how frustrating that is, and I want to help.",{"term":311,"pos":303,"id":312,"example":313},"Let me make sure I understand","Biar saya pastikan saya mengerti","Let me make sure I understand: the package never arrived?",{"term":315,"pos":316,"ipa":317,"id":318,"example":319},"complaint","noun","\u002Fkəmˈpleɪnt\u002F","keluhan","We take every complaint seriously.",{"term":118,"pos":321,"ipa":322,"id":323,"example":324},"adjective","\u002Ffrʌˈstreɪtɪŋ\u002F","menjengkelkan","Waiting on hold can be very frustrating.",{"term":326,"pos":327,"ipa":328,"id":329,"example":330},"to acknowledge","verb","\u002Fəkˈnɒlɪdʒ\u002F","mengakui \u002F menanggapi","Always acknowledge the customer's feelings first.",{"term":332,"pos":303,"id":333,"example":334},"I completely understand","Saya sepenuhnya mengerti","I completely understand why you're upset.",{"term":336,"pos":303,"id":337,"example":338},"thank you for letting me know","terima kasih sudah memberi tahu","Thank you for letting me know about this.","_ecgtloE3xykQigjC0X8MZWQbtW15c6fOfgLZXakiys",[341,349,354,359,364,370,376,383,389,395,399,405,410,415,420,425,430,435,440,445,449,454,459,464,469,474,479,484,489,494,498,504,509,514,519,524,529,534,539,544,548,554,559,564,569,574,579,584,589,594,598,603,608,613,618,623,627,631,635,639,643,647,651,655,659,663,667,671,675,679,683,687,691,695,699,703,707,711,715,719,723,727,731,735,739,743,747,751,755,759,763,767,771,775,779,783,787,791,795,799,803,807,811,815,819,823,827,831,835,839,843,847,851,855,859,863,867,871,875,879,883,887,889,893,897,901,905,909,913,917,921,925,929,933,937,941,945,949,953,957,961,965,969,973,977,981,985,989,993,997,1001,1005,1009,1013,1017,1021,1025,1029,1033,1037,1041,1045,1049,1052,1056,1060,1064,1068,1072,1076,1080,1084,1088,1092,1096,1100,1104,1108,1112,1116,1120,1124,1128,1132,1136,1140,1144,1148,1152,1156,1160,1166,1170,1174,1178,1182,1186,1190,1194,1198,1202,1206,1210,1214,1218,1222,1226,1230,1234,1238,1242,1246,1250,1254,1258,1262,1266,1270,1274,1278,1282,1286,1290,1294,1298,1302,1306,1310,1314,1318,1322,1326,1330,1334,1338,1342,1346,1350,1354,1358],{"path":342,"title":343,"navigation":344,"stage":346,"level":347,"module":347,"order":348,"section":294,"kind":282},"\u002Fkelas\u002Fbelajar-bahasa-inggris-gratis\u002F01-foundation\u002F01-greetings-and-introductions","Greetings & Introductions",{"title":345},"1. 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