Review: Customer Service & Handling Complaints
Di akhir lesson ini, kamu bisa:
- Menggabungkan membantu, mengakui keluhan, meminta maaf, dan menawarkan solusi dalam satu percakapan.
- Mengulang kosakata kunci layanan pelanggan Modul 4.
Ringkasan Modul 4
Dalam modul ini kamu sudah belajar:
- Lesson 1: Membantu Pelanggan: How can I help you?, Let me check that for you, Bear with me a moment, Is there anything else?
- Lesson 2: Menangani Keluhan: I'm sorry to hear that, I understand how frustrating that is, Let me make sure I understand, tetap tenang & profesional.
- Lesson 3: Meminta Maaf & Menawarkan Solusi: I do apologise for the inconvenience, What I can do is..., kompensasi, We'll make sure this doesn't happen again.
Dialogue Gabungan
Perhatikan bagaimana ketiga lesson digabung dalam satu percakapan nyata:
From greeting to resolution
Good afternoon, how can I help you today?
My new headphones stopped working after two days.
I'm sorry to hear that. I understand how frustrating that is.
Yes, and they were quite expensive.
Let me make sure I understand: there's no sound at all? Bear with me a moment while I check your order.
That's right, no sound.
I do apologise for the inconvenience. What I can do is send a replacement today, free of charge.
That would be great, thank you.
We'll make sure this doesn't happen again. Is there anything else I can help you with?
Latihan Campuran
Quiz Akhir Modul 4
1. A customer arrives. What is the best opening?
2. The customer is angry. Which response shows empathy?
3. How do you confirm you understood the issue?
4. Which is the most professional apology?
5. How do you offer a concrete solution?
Lengkapi percakapan layanan
Flashcards
How can I help you?
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Selanjutnya
Lanjut ke Modul 5: Plans, Goals & Future Forms untuk belajar mengungkapkan rencana, tujuan, dan berbagai bentuk future tense dalam konteks kerja. 🎯