Scribd Logo
Upload

Welcome to Scribd!

  • 2 views

    Menangain Komplain Pelanggan - Sumiati

    Uploaded by

    Mia Mia
    Sumiati's customer service training documents summarize techniques for handling customer complaints. The documents provide templates for phone calls where a customer service representative addresses an angry customer's internet connection issues. The representative stays calm, apologizes for any inconvenience, and works to resolve the problem by sending a technician to the customer's home that afternoon. A video roleplay demonstrates properly addressing a customer's complaint about their internet repeatedly dropping out and being slow by gathering details, checking the customer's account information, and scheduling a technician visit.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content

    You might also like

    Menangain Komplain Pelanggan - Sumiati

    Uploaded by

    Mia Mia
    2 views4 pages
    Sumiati's customer service training documents summarize techniques for handling customer complaints. The documents provide templates for phone calls where a customer service representative addresses an angry customer's internet connection issues. The representative stays calm, apologizes for any inconvenience, and works to resolve the problem by sending a technician to the customer's home that afternoon. A video roleplay demonstrates properly addressing a customer's complaint about their internet repeatedly dropping out and being slow by gathering details, checking the customer's account information, and scheduling a technician visit.

    Original Description:

    Original Title

    menangain komplain pelanggan - Sumiati

    Copyright

    © © All Rights Reserved

    Available Formats

    DOCX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    Sumiati's customer service training documents summarize techniques for handling customer complaints. The documents provide templates for phone calls where a customer service representative addresses an angry customer's internet connection issues. The representative stays calm, apologizes for any inconvenience, and works to resolve the problem by sending a technician to the customer's home that afternoon. A video roleplay demonstrates properly addressing a customer's complaint about their internet repeatedly dropping out and being slow by gathering details, checking the customer's account information, and scheduling a technician visit.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    2 views4 pages

    Menangain Komplain Pelanggan - Sumiati

    Uploaded by

    Mia Mia
    Sumiati's customer service training documents summarize techniques for handling customer complaints. The documents provide templates for phone calls where a customer service representative addresses an angry customer's internet connection issues. The representative stays calm, apologizes for any inconvenience, and works to resolve the problem by sending a technician to the customer's home that afternoon. A video roleplay demonstrates properly addressing a customer's complaint about their internet repeatedly dropping out and being slow by gathering details, checking the customer's account information, and scheduling a technician visit.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 4

    Lembar Kerja 1

    Nama Lengkap : Sumiati


    Nomor Kartu Prakerja : 6153202338328201

    Bentuk Emosi Pelanggan

    1. Angry
    2. disappointed
    3. panic

    Teknik Mengelola Emosi Pelanggan


    1. stay calm and keep our voice tone stable
    2. saying our apologize for the inconvenience they experienced
    3. giving the solution to solve the costumer’s problem

    3
    Lembar Kerja 2
    Naskah Cara Menangani Komplain Pelanggan

    mia : good morning, i am mia from the green internet. What can i assist you
    today

    costumer : Hi, I would like to make a complaint.

    mia : sure, may i know what are the issues?

    Customer : My internet connection has not worked properly for three days.

    mia : I apologize for the inconvenience caused. Would you be able to share the
    details of your issues?

    Customer : It’s been repeatedly dropping-out. Once it’s connected, the speeds
    are really slow. I can’t work without internet!

    mia : sure, let me help you to check it first. May I know what is your client
    number?

    Customer : Certainly, my client number is BC002-059

    mia : thank you, please wait i will chec it in our system

    Customer : What do I do then?

    mia : okay, w will be sending our techinician to your home to fix your
    internet connection. May I know if you will be at home today?

    Customer : Yes, I will be home.

    mia : perfect, our technician team will arrived at your home around 1 pm
    this noon

    Customer : OK, thank you for your help.

    mia : you are welcome. Good morning and have a good day

    4
    Lembar Kerja 3

    Video Roleplay Menangani Komplain Pelanggan


    Cantumkan link atau tautan video hasil tugasmu di bawah ini.

    Tautan Video Roleplay Menangani Komplain Pelanggan

    https://drive.google.com/file/d/12JcOQJiXJRJYN1uF9Z_iOuI_Ag4h-_8z/view?usp=drivesdk
    5

    You might also like