WRITTEN BY:
SITI REJEKI
TINGKAT III
SMK IPTEK JAKARTA
JL. PULOGEBANG NO.99
Activity 1
Read the dialogue carefully and then practice it with your friend.
Guest : Excuse me, but I want to speak to the manager.
Mr. Brown : I am the Duty manager. What can I do for you?
Guest : Oh, my name is Lucas. George Lucas. My suitcases have been stolen from outside my room and I want them back.
Mr. Brown : All right, calm down. Let’s have a seat and tell me exactly what’s happened.
Guest : I have two suitcases. I put them in front of my room, 213, this morning for the porter to collect. He was supposed to take them down to the Wisata Group Tour bus. I’ve just been down to the bus, but my suitcases aren’t among the suitcases there. This wasn’t supposed to happen.
Mr. Brown : I’m sorry, Sir but what time did you put them out?
Guest : About seven thirty.
Mr. Brown : And, could you tell me what they look like?
Gust : They are large, soft grey leather suitcases with Wisata Group sticker on them. Look, I want some actions on this
Mr. Brown : Yes, certainly, Sir. I am very sorry about this inconvenience. It’s possible that the suitcases have been put down in the wrong bus. So, let me contact the Head porter, the porter, and the courier. I am sure that it will not take a long time and your suitcases must be found immediately
Questions:
1. What’s Mr. Lucas complaining about?
2. What did he think?
3. Where did he put the suitcases?
4. Who is handling his complaint?
5. What did he do in response to Mr. Lucas’ complaint?
Activity 2
Read the dialogue and perform it with your friend.
Andre : I’m very disappointed with the salesman who sold me this watch.
Ben : How come?
Andre : He guaranteed me that this watch was waterproof. However, it is not. The worse was, when I by accident dropped it into my glass water, it didn’t work immediately.
Ben : That’s too bad. Are you going to make a complaint about it? After all, he did give you his word.
Andre : Absolutely.
Activity 3
Study the following explanation carefully.
Expressions of making complaint to a person you don’t know well.
Ø I’m sorry to have say this but …
Ø I’m sorry to bother you but ….
Ø I think you may have forgotten …
Ø It may have slipped your mind, but ……
Ø There may have been misunderstanding about ….
If you’re talking to someone you really know well, say it more directly.
Ø What are you going to do about …..?
Ø I’m not all satisfied with ……
But only in extreme cases, if you’ve already tried more polite, would you have threaten someone:
Ø Look, if you don’t send your engineer to repair the machine, we will be forced to cancel our next order.
Ø Unless you pay the account within seven days, we will place the matter in the hands of your attorney.
Expressions of handling complaint:
Ø I’m sorry it’s my fault.
Ø I am very sorry I didn’t realize it.
Ø There has been a slip up in our …. Department.
Ø We are very sorry about the delay (mistake, poor service)
Ø We wish to apologize for …..
Ø Please accept our apologize for ……
Activity 4
Develop dialogues based on the given situation using your own words.
Situation 1:
You talked to your friend about your landlady who raised the rent while she said to you she wouldn’t do that.
Situation 2:
Mrs. Jackson calls “Quick and Shine” dry cleaning to complaint about the service. She’s waiting for the dress, which should be delivered at 4 o’clock in the evening, but until 5 o’clock, the delivery hasn’t arrived yet. In fact, she has to wear the dress for tonight party at 19.00.
Activity 5
Read the passage and answer the questions correctly.
MAKING AND HANDLING COMPLAINTS
“To err is human, to forgive is divine”. As long as human as the human element is present in business. Mistakes will be made, complaints or claims will be made, and adjustment or handling them will have to be made, too. Whatever the cause, complaints or claims should be made calmly, courteously, and objectively. The facts should be stated positively and truthfully. The purpose of complaints is to find a prompt decision and agreement, not to “tell off” somebody.
Showing our temper and the use of sarcastic language makes the adjustment more difficult and often delays it. However, lengthy explanations are unnecessary, irritating, and confusing., except the difficulty of the situation make an elaborate unavoidable. Usually a brief bit clear statement of the essential facts best serves the interest of the claimant. The following are two tips to make complaints.
1. State the complaint or claim, giving the details necessary for identifying the faulty product or service; dates of order, dates of arrival, defective products and so forth.
2. Ask courteously but firmly for a prompt settlement. If you are seriously inconvenienced either in your business or personally, stress the unfortunate results, for example loss of sales, or embarrassment in your relations to others. If you are regular customer, it sometimes strengthens your claims to suggest a withdrawal of your trade or transactions if the service does not improve.
In an effort to develop better customer relations, business houses as a large company, store, hotel and so on have to make a good adjustment should not be made reluctantly. It should be made willingly and promptly. However, they must distinguish between the customer who has a rightful claim and the customer who just tries to “put one over” on the company.
Whatever complaint that the customers make the persons who have duties to make the adjustments have to do the jobs professionally. Their job is to weigh the evidence, analyze the problem from all possible angles, and arrive at a decision. They should make every effort to deal fairly with the customer. They should realize that “a fair deal is a good deal” and usually result in satisfaction to all persons concern
Answer the questions!
1. What is the passage about?
2. Explain the meaning of the proverb “to err is human to forgive is divine”!
3. What should we do to make a good complaint?
4. What is actually the aim of making complaint?
5. What will happen if we state the complaint in temper?
6. Do we have to give long explanation to state the reason of our complaint?
7. Is it enough for one just to state the complaint?
8. How should we handle the complaint?
9. What is the indeed result of making the adjustment?
Activity 6
Complete the sentences using the words provided
1. She seemed …….. to discuss the matter with her associates
2. It was obvious that our competitor tried to ……….. us by launching similar product like ours with almost similar brand
3. The sales representative promoted that the toothpaste has a certain special fluoride that .the teeth
4. As a good hotel representative, a frontline officer, one must serve the customer ……..
5. We should discuss the problems from any conceivable ….. before we report it to the management
6. This home industry was about o be closed down but because the ……….financial aids the sister company, it went back to normal
7. My boss ……… John for always coming late to the office and frequent absence
8. The customer pushed the door and walked out of the store with a ……
REVIEW ON SIMPLE FUTURE
The simple Future is used to talk about things which we cannot control. It expresses the future as a fact. Examples:
Æ I will be nineteen next Friday
Æ We will know our examination result in June
Simple Future tense is used to talk about what we think or believe will happen in the future. Example:
Æ I think
Æ I’m sure you will get the train ticket to
The Simple Future tense is also used when we decide to do something at the time of speaking. Example:
Æ It is raining. I will take an umbrella
Æ I’ll wait here while you’re finishing your meal
We use Be going to when we have decided to do something before talking about it. Example:
Æ A: Have you decided what to do?
B: Yes. I’m going to have my hair cut
Æ A: Why do you want to sell your house?
B: I’m going to buy a bigger one
ACTIVITY 1
Use Will and Be going to in the dialogue below.
Mr. Burke : There is a bug in my salad!
Mr. Perkins : I’ll call the waiter. Excuse me, ………. You come over here, please, please?
Waiter : Yes?
Mr. Burke : there is a bug in my salad. And by the way, the rolls are rather stale.
Waiter : Hmmmm
Mr. Perkins : Well? …………..you just ………..stand there?
Waiter : Hmmm, I don’t see anything in the salad
Mr. Perkins : Look, ……………..call the manager
Mr. Burke : My wife ……….here in a few minutes. She …………eat anything when she hears about this.
Waiter : Very well, I’ll bring you another salad
Mr. Perkins : And what about the rolls?
Waiter : ……………be right back
Mr. Perkins : I didn’t like him at all
Mr. Burke : I didn’t either. I’m ……….write a letter to the owner of the restaurant
ACTIVITY 2
Complete the following sentences using Will or Be going to
1. I’m sure we ……….do well on the stage tomorrow
2. Let’s get into the class. The lesson ………..begin
3. Come to my party. There ………. Be a lot of fun
4. You look great! Nobody …………….recognize you in your hair style and your make up
5. Help that boy! He is ………….drown
6. Do you mind to turn off the radio? I …………..make a telephone call, it’s difficult to hear if the radio on
7. A: So, you have decided the course to enroll?
B: Yes, I ………….take a French course
8. I’m happy because I …………..home next Saturday
REVIEW ON CAUSE EFFECT RELATIONSHIP
The words Because, Because of, Due to, Since, and As are conjunctions. These conjunctions are used to express Cause and effect relationship. Look at the samples below:
Æ I came to the seminar because I was interested in the topic
Æ Because I was interested in the topic, I came to the seminar
Æ We take the car to the garage, since it still doesn’t work properly
Æ Since it still doesn’t work properly, we take the car to the garage
Æ Because of the increase of the cost of production, we have to increase the price of this product
Æ We have to increase the price of this product, because of the increase of on cost of production
Æ I couldn’t fulfill the appointment yesterday, due to the sudden meeting with my boss
Æ Due to the sudden meeting with my boss, I couldn’t fulfill the appointment
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