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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN PowerPoint Presentation
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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

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PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

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  1. PEMERINTAH KOTA PONTIANAK DINAS PENDIDIKAN

  2. MAKINGACOMPLAINT

  3. S T A N D A R K O M P E T E N S I BerkomunikasidenganBahasaInggrissetara level Intermediate K O M P E T E N S I D A S A R Memahamipercakapanterbatasdenganpenuturasli

  4. T U J U A N P E M B E L A J A R A N Pesertadidikdapatmenggunakanungkapan :complaint dengantepat

  5. MATERI AWAL • Useful expressions in: • Complaining • Vocabularies • What is a Complaint? • Why does someone make a complaint? • Product Complaint • Service Complaint • Complaining Expressions • HandlingComplaints • Dialog 1 • Dialog 2 • Dialog 3

  6. Study the following vocabularies! Complain (v) : mengadu Complaint (n) : pengaduan Return (v) : mengembalikan Exchange (v) : menukar Receipt (n): nota Inconvenience (n) : ketidaknyamanan Apologize (v) : mintamaaf Refund (n): uanggantikerugian Guarantee (v) : menjamin

  7. What is a complaint ? • 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

  8. Why does someone make a complaint? • 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.

  9. Why does someone make a complaint? • 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.

  10. Why does someone make a complaint? • 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.

  11. Complaining Expressions • 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 .

  12. Handling Complaint • 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.

  13. Handling Complaint • 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 ………

  14. MATERI LANJUTAN 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 ……..

  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 ……..

  16. Video

  17. Video

  18. REFERENSI Referensi

  19. PENYUSUN NAMA Deky Susanto, S.Pd NIP 19781218 200804 1 001 TEMPAT TUGAS SMK- SMTI Pontianak PHOTO