Contoh Percakapan Bahasa Inggris: Menangani keluhan barang rusak
B1Handling a damaged order complaint
Situasi: Kamu customer service di Rumah Rapi, toko online peralatan rumah tangga di Surabaya. Daniel, pelanggan asal Australia yang tinggal di Bali, menelepon dengan marah karena piring pesanannya datang dalam keadaan pecah.
Peranmu: Sari, customer service officer · Lawan bicara: Daniel (Customer)
Target: Menenangkan pelanggan yang marah dengan empati, meminta informasi yang dibutuhkan, menawarkan solusi cepat, dan menutup panggilan dengan baik.
Frasa penting
- I'm so sorry to hear that.Saya sangat menyesal mendengarnya.
- That must be really frustrating.Itu pasti sangat menjengkelkan.
- Let me help you sort this out.Izinkan saya membantu menyelesaikan masalah ini.
- Could you send me a photo of the broken plates?Bisa kirimkan foto piring yang pecah?
- We'll send replacements by express courier today.Kami akan mengirim barang pengganti lewat kurir ekspres hari ini.
- The shipping is free, of course.Tentu saja ongkos kirimnya gratis.
- You don't need to send them back.Anda tidak perlu mengembalikannya.
- I'll email you the tracking number this afternoon.Saya akan mengirim nomor resi lewat email sore ini.
Contoh percakapan lengkap
- Daniel: Hello, this is Daniel Hughes. I'm really upset right now. I ordered plates for my new cafe, and half of them arrived broken!Halo, saya Daniel Hughes. Saya sedang sangat kesal. Saya memesan piring untuk kafe baru saya, dan separuhnya datang dalam keadaan pecah!
- Kamu: I'm so sorry to hear that, Mr. Hughes. That must be really frustrating. Let me help you sort this out.
- Daniel: My order number is four five seven two. I'm opening my cafe in Canggu this Saturday, so I really need those plates. What are you going to do about it?Nomor pesanan saya empat lima tujuh dua. Saya membuka kafe di Canggu hari Sabtu ini, jadi saya sangat butuh piring itu. Apa yang akan Anda lakukan?
- Kamu: Thank you. Could you send me a photo of the broken plates? Then I can arrange a replacement right away.
- Daniel: Fine. I've just emailed you photos of the broken plates. So, can you get new plates to me before Saturday?Baiklah. Saya baru saja mengirim foto piring yang pecah lewat email. Jadi, bisakah piring baru sampai ke saya sebelum Sabtu?
- Kamu: Yes. We'll send twelve new plates by express courier today, so they should arrive in Bali by Thursday.
- Daniel: Okay, good. And what about the broken plates? Do I need to send them back?Oke, bagus. Lalu bagaimana dengan piring yang pecah? Apakah saya perlu mengembalikannya?
- Kamu: No, you don't need to send them back. Please just throw them away safely.
- Daniel: Alright, that's much better. Will I get a tracking number?Baiklah, itu jauh lebih baik. Apakah saya akan mendapat nomor resi?
- Kamu: Yes, I'll email it to you this afternoon. Again, I'm really sorry, and good luck with the opening!
- Daniel: Thanks, Sari. You've really helped me today. I'll definitely order from you again.Terima kasih, Sari. Anda sangat membantu hari ini. Saya pasti akan pesan lagi di toko Anda.
Kamu menenangkan pelanggan dengan empati, meminta bukti, memberi solusi cepat, dan menindaklanjuti dengan jelas. Daniel yang tadinya marah malah berjanji pesan lagi.
Jawaban mana yang paling pas, dan kenapa
Daniel: Hello, this is Daniel Hughes. I'm really upset right now. I ordered plates for my new cafe, and half of them arrived broken!
✓ I'm so sorry to hear that, Mr. Hughes. That must be really frustrating. Let me help you sort this out.
Empati dulu (That must be really frustrating), baru tawarkan bantuan. Daniel merasa didengar sebelum ditanya data.
✗ Sorry, sir. May I know your order number first? (Bisa dipahami, tapi kurang pas)
Sopan, tapi langsung minta data tanpa empati. Mulai dengan: I'm so sorry to hear that. That must be really frustrating.
✗ Calm down, sir. We packed the plates very carefully, so maybe the courier broke them, not us. It happens a lot. (Kurang tepat)
Calm down justru menyulut amarah, dan menyalahkan kurir kesannya mengelak. Mulai dengan empati: I'm so sorry to hear that.
Daniel: My order number is four five seven two. I'm opening my cafe in Canggu this Saturday, so I really need those plates. What are you going to do about it?
✓ Thank you. Could you send me a photo of the broken plates? Then I can arrange a replacement right away.
Minta bukti dengan Could you...?, lalu langsung jelaskan langkah berikutnya. Daniel tahu foto itu jalan tercepat ke piring pengganti, bukan birokrasi.
✗ Okay sir, please send me photo of broken plates to our email first, after that we will process and inform you. (Bisa dipahami, tapi kurang pas)
Butuh artikel dan objek: Please send me a photo of the broken plates, and we'll process it right away.
✗ Saturday is impossible, sir. Our process takes minimum two weeks. (Kurang tepat)
Langsung bilang tidak mungkin tanpa mencari solusi. Lebih baik: Let me see what I can do to get them to you before Saturday.
Daniel: Fine. I've just emailed you photos of the broken plates. So, can you get new plates to me before Saturday?
✓ Yes. We'll send twelve new plates by express courier today, so they should arrive in Bali by Thursday.
Jumlah, cara kirim, dan perkiraan tiba disebut semua. Daniel bisa tenang menyiapkan pembukaan kafenya.
✗ Yes, we will try to send the new plates with express today, so arrive maybe Thursday or maximum Friday, I think. (Bisa dipahami, tapi kurang pas)
Bagian kedua kehilangan subjek, dan maximum Friday terlalu harfiah: They should arrive by Thursday, or Friday at the latest. Pakai juga by express courier, bukan with express.
✗ Maybe, but for the express shipping, you must pay it yourself. (Kurang tepat)
Membebankan ongkos kirim ke pelanggan atas kesalahan toko memperburuk keadaan. Lebih baik: We'll send replacements by express courier at no extra cost.
Daniel: Okay, good. And what about the broken plates? Do I need to send them back?
✓ No, you don't need to send them back. Please just throw them away safely.
Memudahkan pelanggan tanpa birokrasi tambahan. Throw away adalah phrasal verb yang tepat untuk membuang.
✗ No need to return. You can just throw it. (Bisa dipahami, tapi kurang pas)
Throw saja berarti melempar. Pakai phrasal verb dan bentuk jamak: You can just throw them away.
✗ Yes, you must send back all the broken plates by yourself to our warehouse in Surabaya. That is our procedure. (Kurang tepat)
Merepotkan pelanggan yang sudah dirugikan. Lebih baik: No, you don't need to send them back.
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