Apologizing & Offering Solutions
Di akhir lesson ini, kamu bisa:
- Meminta maaf secara profesional atas ketidaknyamanan yang dialami pelanggan.
- Menawarkan solusi konkret dengan ungkapan 'What I can do is...'.
- Meyakinkan pelanggan bahwa masalah tidak akan terulang dan menjelaskan langkah berikutnya.
Penjelasan (ID)
Setelah mengakui keluhan, saatnya meminta maaf dengan tulus lalu menawarkan solusi konkret. Pelanggan ingin mendengar dua hal: bahwa kamu menyesal, dan apa yang akan kamu lakukan untuk memperbaikinya.
1. Meminta maaf secara profesional
| Tingkat | Ungkapan |
|---|---|
| Standar | "I'm sorry for the delay." |
| Formal | "I do apologise for the inconvenience." |
| Atas nama perusahaan | "On behalf of the company, we're very sorry." |
Catatan: "apologise" (British) dan "apologize" (American) sama artinya. Kata "do" dalam "I do apologise" memberi penekanan ekstra ketulusan.
2. Menawarkan solusi dengan "What I can do is..."
Pola "What I can do is + kata kerja" terdengar proaktif dan membantu:
- "What I can do is send a replacement today."
- "What I can do is offer you a full refund."
- "What I can do is escalate this to my manager."
3. Menawarkan kompensasi & meyakinkan
- Kompensasi: "To make up for it, here's a 20% discount on your next order."
- Jaminan: "We'll make sure this doesn't happen again."
- Langkah selanjutnya: "Let me explain the next steps..."
💡 Tip: Selalu pasangkan maaf + solusi + jaminan. Maaf saja tanpa tindakan terasa kosong; solusi tanpa maaf terasa dingin.
Examples (English)
"I do apologise for the inconvenience. What I can do is arrange a free replacement today."
"I'm very sorry about the error. To make up for it, I'll add a 20% discount to your account."
"We'll make sure this doesn't happen again. Let me explain the next steps."
"What I can do is process a full refund for you right now."
Kosakata
| English | Arti (ID) | Contoh |
|---|---|---|
| I do apologise for the inconvenience (phrase) | Saya benar-benar minta maaf atas ketidaknyamanannya | I do apologise for the inconvenience this has caused. |
| What I can do is... (phrase) | Yang bisa saya lakukan adalah... | What I can do is send a replacement today. |
| We'll make sure this doesn't happen again (phrase) | Kami akan memastikan ini tidak terulang | We'll make sure this doesn't happen again. |
| inconvenience (noun) //ˌɪnkənˈviːniəns// | ketidaknyamanan | We're sorry for any inconvenience caused. |
| refund (noun/verb) //ˈriːfʌnd// | pengembalian dana | We'll issue a full refund within three days. |
| replacement (noun) //rɪˈpleɪsmənt// | barang pengganti | I'll arrange a replacement free of charge. |
| to make up for (phrase) | menebus / mengganti | To make up for it, here's a 20% discount. |
| next steps (phrase) | langkah selanjutnya | Let me explain the next steps. |
Dialogue
Resolving a billing error
I was charged twice for the same subscription this month.
I do apologise for the inconvenience. Let me make sure I understand the issue.
Yes, there are two charges of the same amount.
Thank you. What I can do is refund the duplicate charge right away.
Great. How long will the refund take?
Within three working days. And we'll make sure this doesn't happen again.
Thank you, I appreciate it.
Latihan
Cek Pemahaman
1. Which is the most professional apology?
2. How do you introduce a concrete solution?
3. Which phrase reassures the customer it won't repeat?
4. You want to offer compensation. Complete: 'To ___ up for it, here's a discount.'
5. Best order for handling a complaint resolution?
Lengkapi kalimat solusi
Flashcards
Latih kosakata lesson ini:
I do apologise for the inconvenience
Klik untuk lihat arti
Ringkasan
- Minta maaf secara profesional: "I do apologise for the inconvenience."
- Tawarkan solusi konkret dengan "What I can do is..."
- Tawarkan kompensasi ("To make up for it...") bila perlu.
- Beri jaminan: "We'll make sure this doesn't happen again." lalu jelaskan next steps.