Modul - Pelatihan - Cariilmu - English For Receptionist

English for Receptionists
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Belajar kosakata dan pengucapan kalimat untuk menyambut pengunjung,
1 memperkenalkan diri, dan meminta data pribadi pengunjung
Belajar berkomunikasi via telepon untuk memberi instruksi dan

Pelatihan Menjadi 2 menerima pesan secara akurat
Belajar kalimat untuk memberi dan meminta informasi singkat calon

Resepsionis 3 pengunjung, mencocokkan jadwal dan membuat reservasi
Belajar kalimat untuk membina hubungan baik dengan menyapa,

yang Terampil 4 menanyakan kabar,beramah-tamah dan berterimakasih
Berbahasa 5
Belajar teknik dan kalimat untuk menenangkan pelanggan, menanggapi
keluhan dan menawarkan solusi
Inggris
#DAY1
VOCABULARY
Match the characteristics with the meaning:
1. friendly a. empatik
2. polite b.
informatif
3. clear c.
ramah
4. accurate d. sabar
5. informative e. jelas
6. enthusiastic f. antusias
7. confident g. tenang
8. calm h.
sopan
9. patient i. akurat
10. empathic j. percaya diri
3
VOCABULARY
CORRECT ANSWER
1. friendly : c. ramah
2. polite : h. sopan
3. clear : e. jelas
4. accurate : i. akurat
5. informative : b. informatif
6. enthusiastic : f. antusias
7. confident : j. percaya diri
8. calm : g. tenang
9. patient : d. sabar
10. empathic : a. empatik
4
VOCABULARY
https://www.youtube.com/watch?v=O6mvMj8Qd0s
Receptionist unaccepted behavior:
1. speak or laugh ……
2. chew …..
3. smoke
4. use the telephone for ……
5. leave the front desk …..
6. make the client wait ……
5
THE RECEPTIONIST’S DOs AND DON’Ts
Receptionist should be: Receptionist should not:
1. friendly 1. speak or laugh loudly

2. chew gum
2. polite 3. smoke
3. clear 4. use the telephone for personal use
4. accurate 5. leave the front desk unattended
5. informative 6. make the client wait for too long
6. enthusiastic
7. confident
8. calm
9. patient
10. empathic
6
GREETING VISITORS
Get ready! A RECEPTIONIST’S BEST FRIEND
Before you read the passage, talk about these questions. Greeting Visitors
1. What are some common greetings that people use? By Sandra McCarol
2. What do people say when they introduce themselves to
others?
As a receptionist, you create the first impression of your
company. So make sure it’s a good one. Follow these tips for
Vocabulary greeting visitors:
Match the words (1-4) with the definitions (A-D) ● Always greets visitors with a smile. This makes the
guests feel welcomed.
1 sign in 3 title ● Remember to introduce yourself and explain your
title.
2 introduce 4 explain ● After your introduction, say, “It’s nice to meet you.” or
“Pleased to meet you.”
A. to tell someone your name for the first time ● Make small talk with visitors by asking questions like:
B. to write down your name when visiting a place “How are you?” or “How was your flight?”
C. to describe or give more information about something ● Sign the guests in and give them visitor’s passes, if
D. the name of the position you have in a company needed.
These tips help you and your company look professional.
7
GREETING VISITORS
Introductions
Quite often you may need to keep your visitor waiting a few minutes especially if they arrive early. Here are
some useful expressions:
May/Can I introduce myself. I'm……….

Hello, Mr/Ms Kong. I'm……….
Good morning/afternoon, Sir. How can I help you?
I hope you haven't been waiting long.
Use "Sorry to keep you waiting" if your client/customer is waiting for you in the reception area or lobby.
Here's a typical dialogue:
A: Hello, Ms Cowan. I'm Linda Wong, Ms Chan’s assistant. Pleased to meet you.
B: Pleased to meet you too, Ms Chan.
A: Sorry to keep you waiting. It's been a very busy morning.
B: That's no problem.
A: What can I do for you?
8
GREETING VISITORS
Asking information
Sometimes, you may need to ask information from a visitor, such as their name,
phone number, or their intention and purpose. You can use expressions like:
May I have your name?

May I see some identification?
Can I have your phone number?
May I have your contact number?
Have you made an appointment?
May I know where you are from?
9
GREETING VISITORS
Making Excuses
You may be required to explain the absence of your boss to a visitor. There may be
various reasons for this, but it is important to explain clearly and state an approximate
time that they will be available. You can use expressions like:
I’m sorry, Mr Brown is on the phone right now.

Mr Brown is just finishing off a meeting.
He'll be with you in about five minutes.
He'll be with you shortly.
10
GREETING VISITORS
Leading the Way
You should always direct your visitor/guest using clear instructions. After the initial
greeting and/or explanation of a delay with your colleague/boss, you should then direct
your visitor to the location of the meeting etc. You may find these phrases useful:
This way, please.

Please follow me to the conference room.
If you would like to follow me, I’ll take you to ……..
We’ve booked a conference room on the sixth floor, so we need to take the lift. .
11
GREETING VISITORS
Sample conversation:
Receptionist: Good morning, Sir. I'm Susan. How can I help you?
Speaking
Visitor: Hi, nice to meet you, Susan. I’m here to meet Ms. Carey. With a partner, act out the roles below based on the
conversation. Then, switch roles.
Receptionist: May I have your name?
Visitor: Yes, of course. My name is Jackson..
Receptionist: Have you made an appointment with her, Sir?
Visitor: I haven’t. Is it possible to come without an appointment? Student A: You are a receptionist Student B: You are a
and a visitor arrives at your office. visitor to a company.
Receptionist: You could, but unfortunately Ms Carey is very busy lately. ● Respond to student A’s
greet student B
Let me check on her for you. ● questions and make
make small talk
small talk.
Visitor: I appreciate that. Thank you.
Receptionist: Sir, Ms Carey is just finishing off a meeting. She'll be with

you shortly.
Visitor: That would be great.
Receptionist: If you would like to follow me, I’ll take you to her.
12
PRACTICE
Rearrange jumbled sentences:
Receptionist: Please follow me this way, Sir.. (1)
Visitor: I see. Let me check if I Mr. Johnson is available. (2)
Receptionist: Do you have an appointment, Sir? (3)
Visitor: I am sorry for the trouble, thank you for your help. (4)
Receptionist: Wonderful. (5)
Visitor: My pleasure,Sir. Mr. Johnson is at the conference room. He is expecting you. (6)
Receptionist: May I know where you are from? (7)
Visitor: Yes, of course. I am Alex from ZZ Company. (8)
Receptionist: Unfortunately I don’t. I just need a couple of minutes to discuss something with him. (9)
Visitor: Welcome to XX Building, Sir. I'm Bella. How may I help you? (10)
Receptionist: Hi, nice to meet you, Bella. I’m here to meet Mr. Johnson. (11)
13
PRACTICE
Correct answer:
Receptionist: Welcome to XX Building, Sir. I'm Bella. How may I help you? (10)
Visitor: Hi, nice to meet you, Bella. I’m here to meet Mr. Johnson. (11)
Receptionist: May I know where you are from? (7)
Visitor: Yes, of course. I am Alex from ZZ Company. (8)
Receptionist: Do you have an appointment, Sir? (3)
Visitor: Unfortunately I don’t. I just need a couple of minutes to discuss something with him. (9)
Receptionist: I see. Let me check if I Mr. Johnson is available. (2)
Visitor: I am sorry for the trouble, thank you for your help. (4)
Receptionist: My pleasure,Sir. Mr. Johnson is at the conference room. He is expecting you. (6)
Visitor: Wonderful. (5)
Receptionist: Please follow me this way, Sir.. (1)
14
RECEIVING GUESTS
As a business’s first point of contact, a receptionist has the potential to close a deal by providing a great first
impression or to lose the deal making a commonly-made mistake. Here are some tips and tricks to make sure all
of your callers have a great first impression:
1. Smile Often
Smiling is the easiest way to ensure you sound friendly and inviting.
2. Avoid Eating & Chewing Gum
A receptionist can’t create a great first impression when their mouth is full of food.
3. Refrain From Using Mobile Devices
Mobile devices should be put away until a break is taken.
4. Keep a Message Pad Handy
This message pad can indicate what information should be collected when taking messages. Having this
information right in front of you improves call efficiency and accuracy.
5. Take a Breath
Receptionists have a lot going on — emails piling up, documents to be filed, reports to write, messages to be
transmitted, and appointments to be scheduled. When the phone rings, it’s best to put all other office duties
aside and focus on the incoming call. So, take a breath, put on a smile, and answer the call calmly.
RECEIVING GUESTS
As a business’s first point of contact, a receptionist has the potential to close a deal by providing a great first
impression or to lose the deal making a commonly-made mistake. Here are some tips and tricks to make sure all
of your callers have a great first impression:
Use the Caller’s Name

If there is the opportunity to use the caller’s name in a conversation, do it. Addressing the caller properly creates a
sense of engagement and friendliness.
Be Polite & Use Pleasantries
Being polite and using pleasantries aid in making a great first impression. Always say, “thank you,” “please may I,”
and “have a nice day.”
Avoid Saying “I don’t know”
Phrases beginning with “Let me” and “I’d be happy to” are great ways to avoid this phrase. Use phrases such as “Let
me find out for you” or “I’d be happy to look into that.”
Confirm with the Caller
Read back telephone numbers and addresses to ensure that you have taken down information correctly.
Paraphrase the Message
Reading the message back to the caller word-for-word is another good practice to ensure accuracy
RECEIVING GUESTS
- Greeting guests
- Asking visitors who they heaven appointment with
- Taking guest names
- Informing colleagues they have a visitor
- Saying the other party is coming
- Asking visitors to wait
- Guest hospitality
- Small talk
RECEIVING GUESTS
- Greeting guests:
- Good morning/afternoon/evening, welcome to [Company
Name], how can I help you?
- Hello, what can I do for you?
- Hi, how can I help you?
- Asking visitors who they heaven appointment with:

- Can I ask, who you are here to see today?
- Could you please tell me who you are here for?
- Please tell me who you have a meeting with.
- I’ll let him/her know you are here.
- I’ll tell [Name] that you are here.
RECEIVING GUESTS
- Taking guest names:
- Can I get your name, please?
- May I ask for your name, please?
- What’s the name of your company?
- What company are you with?
- Could I get your company name, please?
- Does he/she know you are coming?
- Is he/she expecting you?
RECEIVING GUESTS
- Informing colleagues they have a visitor:
- [Name] from [Company Name] is here to see you.
- [Name] is here for you.
- Your [time] appointment is here.
- Saying the other party is coming:

- [Name] will come and get you.
- He/she will be right out.
- He/she is coming.
- [Name] is on his/her way.
RECEIVING GUESTS
- Asking visitors to wait:
- Please, have a seat.
- Please take a seat, he/she will be out in a few minutes.
- Guest hospitality:
- Would you like something to drink?
- Can I get you anything to drink?
- Small talk:
- How’s your day going?
- How is your day so far?
- I like your jacket.
- Nice shirt!
- It’s some nice weather we’re having, isn’t it?
EXPRESSIONS: sample
EXPRESSIONS: sample
Dialog 3: Socializing between an employee and a company client
Anna is a client-relations staff at an e-commerce. She is meeting one of her clients, David, outside the meeting room, before a presentation.
Anna: “Good afternoon, Sir.”
David: “Call me David, please.”
Anna: “Yes, David. My name is Anna. I will be your client relation officer. Feel free to ask me if you have any questions about our services.”
David: “Thank you, Anna. I will.”
Anna: “How’s your trip to our office, David?”
David: “It was okay. Traffic was quite bad but we get here on time.”
Anna: “That’s good to hear. Would you like some coffee before the presentation starts?”
David: “Sure, that would be great.”
Anna: “Cream or sugar?”
David: “Just black coffee, please.”
Anna: “Sure. I’ll order one for you. Now please follow me. We will be doing the presentation over here.”
Source: https://www.youtube.com/watch?v=tK1pG1bbXhA
22
EXPRESSIONS: sample
EXPRESSIONS: sample
Anna: Good afternoon, are you Mr. David Jones? My name is Anna. I will be your client relation officer.
David: Hello, Anna. It's good to see you. Just call me David.
Anna: Glad to have you here, David! How has your day been so far?
David: It's been busy, but I'm excited about the presentation today.
Anna: I'm glad to hear that. We've put a lot of effort into it. By the way, would you like some water or coffee before we begin?
David: Thank you, Anna. A glass of water would be perfect.
Anna: Sure thing, I'll go get one for you right away.
David: I appreciate it. So, how has your experience been working with our company?
Anna: It's been wonderful. We're always striving to provide the best service to our clients. How about you? Are you satisfied with our collaboration so far?
David: Absolutely. Your team has been responsive and proactive. I couldn't ask for more. I'm looking forward to the presentation.
Anna: Likewise, David. I believe it will be a fruitful discussion. Enjoy the water, and let's head inside when you're ready.
23
EXPRESSIONS: sample
EXPRESSIONS: sample
Anna: Good afternoon, David! How are you today?
David: Hi Anna! I'm doing well, thank you. Excited for the presentation.
Anna: That's great to hear. I'm confident it will go smoothly. By the way, would you like a cup of coffee or tea before we start?
David: Coffee sounds perfect, thank you.
Anna: Alright, I'll order a cup for you. Do you take it with milk and sugar or prefer it black?
David: Just black, please. I like it strong.
Anna: Noted, strong and black it is. So, David, how has your experience been working with our company so far?
David: It's been excellent, Anna. Your team has been incredibly responsive and the level of service has exceeded my expectations.
Anna: I'm thrilled to hear that. We strive to provide top-notch service to all our clients. Is there anything specific you've particularly liked or any areas where you think we could improve?
David: Honestly, Anna, I can't think of anything that needs improvement. Everything has been great. Keep up the good work!
Anna: Thank you so much, David. It's truly motivating to receive such positive feedback. If you ever have any suggestions or requests, feel free to reach out to me anytime.
David: Absolutely, Anna. I appreciate your attentiveness. I'll definitely keep that in mind.
24
Anna: Wonderful. Thank you, David. Now, here's your black coffee. Let's head inside and get ready for the presentation.



yang Terampil 4 beramah-tamah, dan berterimakasih
Berbahasa 5
Inggris
#DAY2
VOCABULARY
PRONUNCIATION
interrupt in(t)əˈrəpt accurate ˈakyərət

frustration frəˈstrāSH(ə)n helpful ˈhelpfəl
unfriendly ənˈfren(d)lē recite rəˈsīt
unprofessional ənprəˈfeSH(ə)n(ə)l permission pərˈmiSHən
slang slaNG upbeat ˈəpˌbēt
26
BAD TELEPHONE ETIQUETTE
Poor phone etiquette at work could harm the business. A potential client’s first impression of you is often over the
phone, and how you communicate with them might decide whether you gain or lose them as a customer. What
exactly makes for a negative customer service experience on the phone? Examples of poor telephone etiquette
include:
● Interrupting the caller

● Eating or drinking
● Chewing gum
● Being slow to answer
● Having an unfriendly attitude
● Not being present
● Showing frustration
● Being difficult to understand
● Failing to resolve issues
● Using unprofessional language
27
6 RECEPTIONIST WAY TO HANDLE CALLS
1. Greeting the Caller

A receptionist’s greeting sets the tone for the call. Answering with an upbeat message can calm an angry caller. Answer
in an upbeat tone and avoid leaving callers waiting.
Here are the essential components of a warm, welcoming phone greeting:
● Greet the caller with “Hi” or “Hello” or “Good morning/afternoon/evening”

● Thank the caller
● Recite the name of the business
● State your name
● Ask how you can help
Example greeting:
Hi, thank you for calling XYZ Company My name is Vicky. How can I help you today?
28
Other ways to answer the phone:
1. Hello, thanks for calling [company]. How can I assist you today?
2. Good morning (afternoon, etc.)! What can I do for you today?
3. Hello, this is [name]! How can I help you?
4. Hello, thanks for calling [company]. My name is [name], can I get your name, please?
5. Thanks for calling [company]. How may I direct your call?
6. Hi there! This is [name]. Thanks for calling [company], what can I do for you today?
7. So glad to hear from you! May I get your name before I further assist you with your call, sir/ma’am?
8. Good day, you’ve reached [company]. My name is [name]; how may I assist you?
9. Hello, thanks for calling [company]. Can I get your name? [Name], can I place you on a brief hold?
10. It’s a great day at [company] and we appreciate your call. This is [name]. May I ask with whom I’m speaking?
29
2. Transferring Calls
Nothing is more frustrating to callers than being transferred across multiple departments before they get help. Let the
caller know where you’re transferring them and why to confirm you’ve correctly identified their issue.
Here’s an example:
Thank you for your call today. Based on what I’ve heard, Johnny from Marketing Department would be the best
person to help you with the delayed shipment. I can transfer you now if you’d like.
30
3. Putting Callers on Hold

Consumers call to get quick answers or solutions. They expect interactions to be fast, and few will wait on hold. The best
phone etiquette is to avoid putting callers on hold, but that’s not always possible.
When you can’t avoid the hold button, follow these rules of engagement:
● Be upfront. Tell callers why you’re putting them on hold.

● Always ask permission. Answering the phone with “hold please” is a terrible experience. If you have to put the
caller on hold, be sure to ask if they mind being placed on a brief hold.
● Estimate their hold time. Will it be 1 minute or 10? Provide an estimate so callers aren’t thrown off guard.
Here’s an example:
Mrs. Smith, may I place you on hold for about 2 minutes while I do some quick research on this issue?.
31
4. Taking Messages
When receptionists leave out critical details in a message, the caller has to repeat information they’ve already relayed to
your business. Gathering enough information will also help your team members prioritize follow-ups and assist callers
faster.
Here are some essential details to capture on the call:
● First and last name

● Customer status (existing or potential)
● Reason for calling
● Who they need to speak with
● Urgency level
● When they prefer to be reached
32
5. Answering a Question You Don’t Know

Receptionists should be problem solvers, even when they don’t have the answers. Simply saying, “I don’t know,” is not
recommended.
Here’s a more delicate way to approach answering questions you don’t know:
I’m not sure about the delayed shipment issue and wouldn’t want to give you inaccurate information. Johnny from
our marketing department would be the best person to answer that for you. Would you mind briefly holding while I
transfer you?
33
6. Ending the Call Professionally

Closing a call professionally is an important practice that can help your company provide great customer service. Proper
phone etiquette can help improve customer satisfaction and help develop positive opinions of your company. When you
satisfy a customer with the care and service you provide, it promotes loyalty, repeat business and an increase in brand
awareness.
To end the call politely, try one of these closing statements:
● "My apologies once again for any inconvenience. Thank you for your call."
● "I'm happy we could make this right for you. Have a goodl day."
● "Thank you for calling. We appreciate your business."
● "Thank you for calling, please call back if you have additional questions."
● "Thank you so much for your call. If you need any additional help, please call back at 1-800-808-3333."
34
PHONE CALLS
Read the sentence and choose the correct word. Listen and read the article again. What details should you ask
for when taking a message?
1. Mr. Walpole (puts through / calls back) a client to Ms.
Danz’s office.
2. Ms. Waltz writes the caller’s (name and number /
message pad).
3. Mr. Crichton (caught a mistake / returned a call) in the
report.
4. The phones (take a message / ring off the hook) on
busy days.
Place a check ( ) next to the response that answers the

question. Listen to a conversation between a secretary and a caller.
1. May I put you on hold for a moment? Mark the following statements as true (T) or false (F).
___ No, I’d rather leave a message.

___ No, I don’t mind waiting. 1 The caller is calling for Mr. Davis.
2. Can you put Mr. Till on the line?

2 The caller decides to call back later.
___ Yes, you can go before me.
___ I’ll check if he’s available.
3 The secretary asks Ms. Bailey to repeat her
3. Can I take a message? phone number.
___ I’m sorry, Mr. Johnson is not available right now.
___ Yes, I’ve got a question about our meeting.
35
PHONE CALLS
Listen again and complete the conversation.
Secretary: Hello Digby and Son. Tim speaking. How can I help you? With a partner, act out the roles below based on previous task.
Then, switch roles.
Caller: Hello. May I please 1 Mr. Davis? USE LANGUAGE SUCH AS:
How can I help you?
Secretary: I’m afraid he’s unavailable. Can I 2 ?
Can I take a message?
Caller: Yes, please. My name is Kate Bailey. What is the call regarding?
Secretary: Okay and where can Mr. Davis 3 you?

Student A: You are a Student B: You are a
Caller: My 4 is 958-3278. secretary. Talk to student B business owner. You have
about: called a client who is not
available. Leave a message
Secretary: All right, Ms. Bailey. What is 5 ? ● leaving a message
with student A.
● name and number
● what the call is about
Caller: I want to 6 the Groton account.
Secretary: Okay. I will give Mr. Davis the message. Good bye!
36
DIGBY & SON
Telephone Message
Caller’s Name: _____________________________
Caller’s Telephone Number: ___________________
Reason for Calling: __________________________

PHONE CALLS
__________________________________________
Use the conversation from previous task to fill out the
__________________________________________ notes.
__________________________________________
__________________________________________
37
ANSWERING THE PHONE
Before you read the passage, talk about these questions.
1. What are some things a secretary says when he or she
answers the phone?
2. What questions do secretaries ask callers?
Read part of a company manual. Then, mark the following Tips for Answering the Phone
statements as true (T) or false (F).
1. ___ The company has a rule requiring employees to
Good phone etiquette is very important to a business. Sometimes
transfer calls by the third ring.
you may feel stressed. But don’t let the caller know! It is the
2. ___ The manual encourages employees to put on hold
secretary’s job to courteous and professional at all times.
Please be efficient when answering phone calls. It is our company’s
policy to answer all phone calls before the third ring.
Before putting callers on hold, tell them they can leave a message.
Customers like to have a choice. Many customers dislike being put
on hold, so ask first!
When transferring a call, always say the name of the person the
caller is going to speak to. And don’t forget to announce the caller’s
name before you connect them!
38
ANSWERING THE PHONE
Read the sentence and choose the correct word. Listen and read the article again. What details should you ask
for when taking a message?
Place a check ( ) next to the response that answers the

question. Listen to a conversation between a secretary and a caller.
Mark the following statements as true (T) or false (F).
39
ANSWERING THE PHONE
Listen again and complete the conversation.
With a partner, act out the roles below based on previous task.
Then, switch roles.
1 ? USE LANGUAGE SUCH AS:
2 ?
Student A: Student B:
3 ?
4 .
5 ?
6 .
40
: _____________________________
ANSWERING THE PHONE

: ___________________
: __________________________
__________________________________________
__________________________________________ Use the conversation from previous task to fill out the
notes.
__________________________________________
__________________________________________
41
ANSWERING THE PHONE
Reception Skills Training - Note Taking
https://www.youtube.com/watch?v=NO3BhhRB4_Y
42
PRACTICE (company)
Receptionist: Hello, Diamonds Galore, this is Peter speaking. How may I be of help to you today?
Caller: Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please?
Receptionist: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?
Caller: Uhm...actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he
leave any information with you?
Receptionist: As a matter of fact, he did. He said that you might be calling. Well, we still haven't received the shipment of earrings that was
supposed to arrive last Tuesday.
Caller: I was assured that the earrings will be delivered by tomorrow morning.
Receptionist: Based on what I’ve heard, Johnny from Marketing Department would be the best person to help you with the delayed
shipment. I can transfer you now if you’d like.
Caller: I think I will just wait for Mr. Franks, if that is okay.
Receptionist: My apologies for any inconvenience.Mr. Franks will be back in an hour. I will inform him that you called. Is there anything else
I can help you with?
Caller: That would be all. I will call back later. Thank you very much.
Receptionist: Thank you for calling. Have a good day.

43
PRACTICE (company)
Receptionist: Good morning, thank you for calling ABC Company. How may I assist you today?
Caller: Hello. I'm interested in obtaining some information about your company's products. Can you provide me with details?
Receptionist: Absolutely. I'd be happy to help. Could you please specify which products you're inquiring about?
Caller: I'm particularly interested in your software solutions. Can you give me an overview of what your company offers in that area?
Receptionist: Certainly. Our company specializes in developing software solutions for various industries. We offer a range of products such
as inventory management software and data analytics tools, tailored to meet the specific needs of our clients
Caller: That's impressive. How can I learn more about your products?
Receptionist: We have our sales representatives ready at office hours. If you want to see a demo, you can come to our office after 2 p.m.
Caller: I'm definitely interested. Where exactly the demo is held?
Receptionist: It’s in our conference room. From the entrance, go left. There’s an elevator heading directly to the third floor.
Caller: Thank you very much for your assistance. I'm looking forward to the demonstration.
Receptionist: You're welcome. If you have any other questions or need further assistance, feel free to reach out. Have a great day!
44
PRACTICE (restaurant)
Receptionist: Thank you for calling Chez Cuisine. How can I assist you today?
Caller: Hi, I'm interested in hosting a small corporate event at your restaurant. I'd like to inquire about the menu options available.
Receptionist: Absolutely! Could you please provide some details, such as the number of guests and any dietary restrictions?
Caller: Sure, there will be around 20 people. We have both vegetarian and non-vegetarian attendees, so we need menu options that
can accommodate everyone's preferences.
Receptionist: Noted. We can customize a menu to suit your specific needs. Our chefs are skilled in creating a diverse selection of dishes,
including vegetarian and non-vegetarian options.
Caller: That's great to hear. Can you provide me with an estimate of the cost per person for the customized menu?
Receptionist: Certainly. To provide you with an accurate estimate, I would recommend discussing your specific requirements in detail.
Would you like to schedule a meeting or have a member of our events team contact you to discuss further?
Caller: Yes, I would appreciate it if someone could reach out to me. My name is Sarah Johnson, and you can reach me at 555-1234.
Receptionist: Thank you, Sarah. I have your contact information. Our events team will contact you shortly.
Caller: Thank you very much. I'm excited to explore the menu options and finalize the details for our event.
Receptionist: You're most welcome, Sarah. We're thrilled to assist you. If you have any other questions or need further assistance, please
don't hesitate to reach out. Have a wonderful day! 45



Berbahasa 5
Inggris
#DAY3
VOCABULARY
am confirm
pm appropriate
reservation circumstance
appointment reschedule
48
VOCABULARY
appointment or reservation?
An appointment is a scheduled time for a meeting or a specific event, typically between a
person and a professional, such as a doctor, lawyer, or hairdresser. In general, appointments
are more commonly used for personal or professional services.
A reservation is a booking or arrangement made in advance, usually for a specific service or

resource, such as a hotel room, a table at a restaurant, or a rental car. Reservations are more
commonly used for booking resources or experiences
49
HOTEL VS OFFICE RECEPTIONIST
The differences between hotel and office receptionist:
Hotel Receptionist Office receptionist
- in the hospitality industry - in various industries and are typically employed in corporate
or business settings
- focus on providing excellent guest services to hotel guests - provide administrative support within an office environment
- knowledgeable about hotel amenities, services, local - familiar with the organization's structure, departments, key
attractions, and dining options to effectively assist guests personnel, and office procedures
- interact with a constant flow of guests, including individuals, - handle a more limited number of visitors and focus on
families, and groups facilitating appointments and meetings for employees and
external contacts
50
TAKING RESERVATIONS
As a hotel receptionist, there are several important tasks to perform
when taking a call for a reservation. Here are the key steps:
● Greeting the caller

● Identifying the caller's needs
● Gathering information
● Providing available options
● Confirming details
● Collecting guest information
● Securing the reservation
● Providing confirmation
● Answering questions
● Thanking the guest
TAKING RESERVATIONS
Greeting the caller: Answer the phone with a warm and
professional greeting, such as "Thank you for calling [hotel name],
how may I assist you today?"
Identifying the caller's needs: Listen attentively to the caller's

request and determine the purpose of their call, whether it's for a
room reservation, inquiry, or any other related matter.
Gathering information: Ask for the necessary details to complete

the reservation. This typically includes the guest's name, contact
information, preferred check-in and check-out dates, number of
guests, and any specific room preferences or special requests.
TAKING RESERVATIONS
Providing available options: Based on the guest's requirements,
check the hotel's availability for the requested dates and provide
suitable options, such as room types, rates, and any applicable
promotions.
Confirming details: Once the guest selects a room, reconfirm the

reservation details including the dates, room type, rate, and any
additional services or amenities requested.
Collecting guest information: Record all the necessary details

accurately, including the guest's full name, address, email
address, and any special requirements or preferences.
TAKING RESERVATIONS
Securing the reservation: If required by the hotel's policy, request credit card
details to guarantee the reservation or to process a prepayment. Ensure that the
guest's credit card information is handled securely and in compliance with data
protection regulations.
Providing confirmation: Inform the guest about the reservation confirmation

number, the total cost, and any specific instructions or policies they should be
aware of. Offer to send a confirmation email or fax if desired.
Answering questions: Address any additional queries or concerns the guest may
have, such as parking availability, nearby attractions, or hotel facilities.
Thanking the guest: Express appreciation for choosing the hotel and provide any
additional assistance or information as needed.
SAMPLE DIALOGUE
Receptionist: Good morning, thank you for calling Starlight Hotel. How may I assist you today?
Customer: I'd like to check room availability and rates for this weekend.
Receptionist: Sure, preferred check-in and check-out dates?
Customer: Friday, June 9th to Sunday, June 11th.
Receptionist: We have deluxe rooms available. The rate is $199 per night, excluding taxes. We also have a promotion: book two nights,
get the third night at a 50% discount.
Customer: I'll take the deluxe room for the weekend. And can I get the non-smoking room please?
Receptionist: May I have your name and contact information, please?
Customer: John Anderson, 555-1234.
Receptionist: Thank you, Mr. Anderson. Your deluxe room with non-smoking preference is reserved. Is there anything else I can assist
with?
Customer: No, that's all. Thanks.
Receptionist: You're welcome. We look forward to your stay. Have a nice day!
55
SAMPLE DIALOGUE
Receptionist: Good morning, welcome to Blue Horizon Hotel. How may I assist you today?
Customer: Good morning. I would like to make a reservation for a room.
Receptionist: Certainly. We have several rooms available for your desired dates. May I know your name, please?
Customer: My name is Alexei Ivanov.
Receptionist: Thank you, Mr. Ivanov. How many nights will you be staying with us? And do you have any room preference?
Customer: I plan to stay for four nights, starting from today. And I would prefer a room with a city view, if possible.
Receptionist: I understand. Let me check our availability for a room with a city view. Yes, we have a Deluxe City View room available for
your desired dates. Would you like me to reserve it for you?
Customer: Yes, please. That would be great.
Receptionist: Perfect. May I have your passport or ID information, please? It's required for the reservation.
Customer: Sure, here you go.
Receptionist: Thank you, Mr. Ivanov. Your reservation for a Deluxe City View room at Blue Horizon Hotel is confirmed for four nights,
starting today. This is your room key. If you have any other questions or need assistance during your stay, please don't
hesitate to let us know. Enjoy your stay, and have a wonderful day!
56
SCHEDULING APPOINTMENTS
- Offering to schedule an appointment
- Finding an appropriate time and date
- Checking to see if a person is available
- Making sure someone knows how to get to the office
- Confirming appointments
- Rescheduling appointments
- Cancelling appointments
- Offering to schedule an appointment:
- Would you like to come in and discuss it with him/her?
- Can I set up a meeting with him/her for you?
- I can arrange a meeting with him/her, if you like.
- Finding an appropriate time and date:

- When would you be able to come in?
- When would be a good day for you?
- What time is good for you on Monday?
- What day is good for you this week?
- Checking to see if a person is available:
- Let me see if he/she is available.
- I’ll go check when he/she is available.
- He/she is available on [date] at [time].
- Making sure someone knows how to get to the office:

- Have you been at our office before?
- Will this be the first time visiting us?
- Do you know where we are located?
- Confirming appointments:
- I’m calling to confirm [Name]’s meeting tomorrow.
- I’m calling to confirm the meeting between [Name] snd [Name]
at [time/place].
- I’d like to make sure that the meeting between [name] and
[name] at [time/place] is still on.
- Rescheduling appointments:
- Unfortunately, Mr./Mrs. [Last Name] will not be able to meet
with you on [date] at [time].
- I’m afraid that something has come up and we need to
reschedule your meeting with Mr./Mrs. [Last Name].
- Would you be available on [day] at [time]?
- Is it possible to meet next week at [time]?
- When can you meet?
- What days/times are good for you?
- What time on [day] can you be available?
- Cancelling appointments:
- [Name] had something urgent to take care of and won’t be
able to meet with you [at time/on day]
- Unfortunately, [name] will not be able to make it to the
meeting on [day] due to unforeseen circumstances.
- I’m afraid that [name] has to call the meeting off [at time/on
day].
SAMPLE DIALOGUE
Receptionist: Good morning, thank you for calling ABC Company. This is Sarah speaking. How can I assist you?
Caller: Hi, I'm John Thompson. I'd like to schedule an appointment with Mr. Anderson, the CEO of your company.
Receptionist: Of course, Mr. Thompson. I'll be happy to assist you. May I ask what the purpose of the appointment is and when would you prefer
to meet?
Caller: I want to discuss a partnership opportunity. I would like to meet sometime next week, preferably on Wednesday or Thursday. Do
you have any availability during those days?
Receptionist: Let me check. I have a few options for you. We have an available slot on Wednesday at 10:00 a.m. or Thursday at 2:00 p.m. Which
one works best for you?
Caller: Wednesday at 10:00 a.m. sounds perfect. Please book it for me.
Receptionist: Certainly, Mr. Thompson. I'll reserve that time for you. May I have your contact information, please?
Caller: Sure. My phone number is 555-1234, and my email address is john.thompson@email.com.
Receptionist: Thank you, Mr. Thompson. I have scheduled your appointment with Mr. Anderson on Wednesday at 10:00 a.m. You will receive a
confirmation email shortly with all the details. Is there anything else I can assist you with?
Caller: No, that would be all. Thanks for your help.
Receptionist: You're welcome, Mr. Thompson. If you have any further questions, feel free to reach out to me. Have a great day, and we look
forward to seeing you on Wednesday! 63
SAMPLE DIALOGUE
Receptionist: Good morning, thank you for calling XYZ Company. My name is Sarah. How can I assist you today?
Caller: Good morning. I would like to make an appointment to meet with someone from your company for a business discussion.
Receptionist: Certainly. May I know the purpose of your meeting and the name of the person you would like to meet?
Caller: I would like to discuss potential collaboration opportunities, and I would prefer to meet with Mr. John Anderson, if he is available.
Receptionist: Thank you for providing that information. Let me check Mr. Anderson's availability for you. One moment, please.
Caller: Sure, take your time.
Receptionist: I apologize, but Mr. Anderson is currently out of the office. However, I can schedule a meeting with our business development
manager, Ms. Sarah Johnson. She will be able to discuss collaboration opportunities with you. Would that be acceptable?
Caller: Yes, that would be fine. I appreciate your assistance.
Receptionist: Wonderful. May I have your name and contact information, please?
Caller: Certainly. My name is Robert Johnson, and you can reach me at 555-1234.
Receptionist: Thank you, Mr. Johnson. I will schedule a meeting with Ms. Sarah Johnson on your behalf. I will send you a confirmation email with
the meeting details shortly. Is there anything else I can help you with?
Caller: That would be all. Thank you for your help.
Receptionist: It's my pleasure. Have a great day, and we'll see you at the meeting!
64



Berbahasa 5
Inggris
#DAY4
SMALL TALK: WHEN?
When do you need small talk with a visitor?

Visitor waiting in the lobby, walking with visitor to a meeting room, picking up visitor at the airport, visitor leaving
the office
Source: https://www.youtube.com/watch?v=tGmtx28G7Xo&ab_channel=DerekCallan-EnglishforProfessionals
Ajak murid diskusi lalu nonton pilih 2 menit di bagian tertenu, (atau ambil slide2nya) dan bahas contoh2nya
SMALL TALK: VOCAB & PRONUNCIATION
SAMPLE DIALOGUE
Staff: Good morning, Mr. Johnson! Welcome to our city. It’s great to finally meet you in person. I hope you had a pleasant flight..
Client: Good morning, Anna! Thank you for picking me up. The flight was smooth, and I'm excited to be here.
Staff: That's great to hear, Mr. Johnson. We're thrilled to have you with us. Is this your first time visiting our city?
Client: Yes, it is. I've heard great things about it, so I'm looking forward to exploring during my stay.
Staff: That's wonderful. Our city has so much to offer. If you need any recommendations or assistance with local attractions or dining, feel
free to ask. I'm here to help make your stay enjoyable.
Client: I appreciate that. I might take you up on that offer. I'm open to trying different cuisines, so I'll definitely explore the local food scene.
Staff: That's great, Mr. Johnson. You won't be disappointed. Our city is known for its culinary diversity.I’ve made a reservation at a local
restaurant near your hotel. I hope 7pm is okay?
Client: I appreciate that, Anna. I already feel well taken care of.
Staff: The offices are not far, it will take about 15 minutes to get there.
Client: Lovely. Thank you for your hospitality.
Staff: You're welcome, Mr. Johnson. (Arriving at the office) So, here we are. Come this way please.
71
SAMPLE DIALOGUE
Receptionist: Good morning! Are you Mr. Johnson? I believe you have an appointment with Ms. Anderson. My name is Sarah,
Visitor: Yes, that's correct. I'm Mr. Johnson. Nice to meet you, Sarah.
Receptionist: Nice to meet you too, Mr. Johnson. How has your day been so far?
Visitor: It's been pretty good, thank you. Just trying to stay productive. And how about you?
Receptionist: I'm doing well, thank you. It's been a busy morning here at the office, but everything is running smoothly. Did you find the location
alright?
Visitor: Yes, the directions were clear. Your office has a great view from the lobby. Very impressive.
Receptionist: Thank you! We're glad you think so. Is there anything I can get for you while you wait? Coffee, water, or perhaps a magazine?
Visitor: A glass of water would be wonderful, thank you.
Receptionist: Certainly, I'll bring that right over. Please make yourself comfortable, and Ms. Anderson will be with you shortly.
Visitor: I appreciate that. Thank you for your hospitality.
Receptionist: You're welcome, Mr. Johnson. If you need anything else, feel free to let me know. Enjoy your wait.
72
When greeting visitors coming to the office, a receptionist can use the following sample expressions:
● "Good morning/afternoon! Welcome to [Company Name]. How may I assist you today?"
● "Hello! It's great to have you here at [Company Name]. How can I help you?"
● "Hi there! We're delighted to see you at [Company Name]. What brings you in today?"
● "Good to see you! Welcome to [Company Name]. Is there anything specific you need assistance with?"
● "Greetings! We're glad you've arrived at [Company Name]. How may I make your visit more comfortable?"
● "Hello and welcome! Thank you for coming to [Company Name]. Is there something I can do to assist you?"
● "Good morning/afternoon! It's a pleasure to have you at [Company Name]. How may I be of service to you?"
● "Hi! Welcome to [Company Name]. If there's anything you need during your visit, please don't hesitate to ask."
● "Hello and a warm welcome to [Company Name]. Please let me know how I can help you today."
Remember, the tone and delivery of these expressions should be friendly, professional, and accommodating to create a
positive impression on the visitors
When starting a small talk conversation with a visitor, a receptionist can use the following sample expressions:
● "How has your day been so far?"

● "Did you have any trouble finding our office?"
● "Are you familiar with our company, or would you like me to provide some information?"
● "Do you have any exciting plans after your visit here?"
● "Have you visited our office before, or is this your first time here?"
● "What brings you to our company today?"
● "Are you enjoying your visit to our city/town?"
● "Have you had a chance to explore our office premises?"
● "Is there anything I can do to make your visit more comfortable?"
● "Are there any specific questions or information you would like to know about our company?"
Remember to be attentive, genuine, and open-ended in your questions to encourage conversation and engagement with
the visitor.
When offering something to a visitor, a receptionist can use the following sample expressions:
● "Would you like a cup of coffee or tea while you wait?"

● "We have complimentary refreshments available. Can I get you a beverage or a snack?"
● "If you need anything during your visit, such as water or a snack, please let me know."
● "We have a selection of magazines and newspapers. Would you like something to read?"
● "We offer complimentary Wi-Fi access. Would you like the login details?"
● "If you need any assistance with directions or recommendations, feel free to ask."
● "We have charging stations available. Would you like to charge your phone or any other device?"
● "Is there anything specific you would like, such as a pen and notepad or any other office supplies?"
● "We provide a coat rack and umbrella stand. May I assist you with your belongings?"
● "Please let me know if there's anything else I can offer to make your visit more comfortable."
Remember to be attentive, polite, and accommodating in your offers to ensure the visitor feels welcome and taken care
of during their time at the office.
When thanking a visitor, a receptionist can use the following sample expressions:
● "Thank you for visiting us today. It was a pleasure having you here."
● "We appreciate your time and presence. Thank you for stopping by."
● "Thank you for choosing to visit our company. We value your interest."
● "We're grateful for your visit. Thank you for taking the time to come."
● "Your presence here means a lot to us. Thank you for coming."
● "Thank you for making the effort to visit us. It was wonderful to have you."
● "We extend our sincere thanks for your visit. It was great to meet you."
● "We're thankful for your visit today. Your interest is highly appreciated."
● "On behalf of our team, I want to express our gratitude for your visit. Thank you."
● "Thank you for choosing to spend time with us. We hope to see you again soon."
Remember to convey your appreciation genuinely and with a warm tone to leave a positive impression on the visitor.
SMALL TALK: 10 TIPS
A. How to Make SMall Talk

Compliment them, ask them about their day, their plans for the rest of their stay, their food/drink, and whether
they’ve been to your city before. Source:
https://learnlaughspeak.com/10-ways-to-make-small-talk-with-guests-in-english-when-you-work-in-a-restaurant-or
-hotel/#:~:text=By%20using%20some%20of%20the,been%20to%20your%20city%20before
.
SMALL TALK: 8 TIPS
As a receptionist, there are several steps you can take to accompany a visitor during their wait. Small talk serves as an
important interpersonal tool that helps foster a positive and productive interaction with visitors, ultimately contributing to
improved customer satisfaction and a positive image for the organization. Here are some suggestions:
1) Compliment them
Complimenting guests is a great way to start a conversation and make them feel welcome. A few compliments you can use
in a restaurant or hotel environment include:
• “That suit looks really sharp on you”

• “You have excellent taste in food/drink.”
• “It’s great to see someone enjoying our service!”
• “It’s nice to meet someone from out of town.”
• “I love your accent. Where are you from?”
By giving guests a few compliments, you’ll not only make them feel appreciated but also break the ice and get the
conversation going. At the same time, it’s important to be aware of any cultural nuances when giving compliments. For
example, in some countries, people may not be comfortable receiving compliments on their physical appearance. In such
cases, it’s best to stick to complimenting items such as clothes or accessories.
Be sure to give genuine compliments as people will be able to tell if you’re just saying something for the sake of it.
SMALL TALK: 8 TIPS
2) Ask them about their day
Asking someone about their day is a great way to make small talk and break the ice with guests. This simple yet effective
question can get a conversation rolling. To ask someone about their day, you can use phrases such as:
– “How was your day?”

– “Did you have a nice day?”
– “What did you get up to today?”
– “What’s been happening today?”
You can also get a bit more specific and ask about what they did today, such as:
– “Did you do anything interesting today?”

– “Did you have any plans for today?”
– “What have you been up to today?”
– “What did you do with your day off?”
By asking someone about their day, it will help create an informal yet friendly atmosphere and ensure that guests feel welcome
and comfortable. Additionally, it gives you the chance to gain more insight into the guest’s life, which can be useful when it comes
to providing better customer service.
SMALL TALK: 8 TIPS
3) Ask about their plans for the rest of their stay
This is a great way to keep the conversation going and show genuine interest in your guests. It’s also an easy way to make sure
that they’re having a good experience and that all of their needs are being met. Start off by simply asking what their plans are for
the remainder of their stay.
You can follow up with questions about whether or not they’ve had a chance to explore the area, what kinds of activities they’ve
done, or if there’s anything you can do to help make their stay more enjoyable. If they’re planning on staying in town for a while,
you might even be able to suggest some fun places to visit or things to do.
This is also a great opportunity to let them know about any special offers your restaurant or hotel may have so that they can take
advantage of them.
4) Ask if they’re enjoying their food/drink

When you’re working in a restaurant or hotel environment, it’s important to engage your guests in conversation and make sure
they feel comfortable. One of the best ways to do this is to ask them if they are enjoying their food/drink. This is an easy way to
start a conversation, and can often lead to further discussion and give you the chance to make a personal connection with your
guests.
It’s also important to pay attention to their body language and facial expressions when you ask this question. If they appear to be
enjoying their meal, smile and say something like “I’m glad you’re enjoying your food!” If they seem a bit less enthusiastic, ask
them if there’s anything else you can do to make their experience better.
Either way, it shows that you care about their satisfaction and it could make all the difference in creating a positive experience.
SMALL TALK: 8 TIPS
5) Ask about their home
When talking to guests in a restaurant or hotel setting, it can be a great conversation starter to ask about their home. Where do
they come from? What do they like about it? How long have they been living there?
Do they plan on staying for a while? Asking guests these types of questions shows that you are genuinely interested in them, and
it helps to create a more meaningful connection.
Additionally, if you can relate to the guest by sharing stories of your own experiences, this will help to further the conversation and
make the guest feel more comfortable.
6) Find out what they do for a living

When you’re making small talk with guests, it can be a good idea to find out what they do for a living. This can give you plenty of
topics to discuss and can also help you make a connection with the guest.
When asking about their job, try to be respectful and be sure not to pry into personal details. To start the conversation, you can
ask “What do you do?” or “What line of work are you in?”.
Once they tell you what they do, follow up by asking them more questions about their job and their experience. You can ask them
how long they have been working in that field or what drew them to that job.
If the guest seems passionate about their work, you can use this as an opportunity to dive deeper into the conversation. Ask them
more specific questions about their profession and the challenges they face.
This type of conversation is great for helping you establish a relationship with your guests and get to know them better. In
addition, learning more about their profession can give you insights into different cultures and industries that you may not have
previously known about.
SMALL TALK: 8 TIPS
7) Ask about their hobbies
One way to get your guests talking is to ask them about their hobbies. This is a great way to learn more about them and to spark
up some interesting conversations. Some questions you could ask are “What hobbies do you have?” or “What kind of activities do
you like to do in your free time?”.
Not only will this show them that you’re interested in learning more about them, but it can also help break the ice and make them
feel more comfortable in their environment.
8) Ask if they’ve been to your city before

It’s always a good idea to ask your guests if they have been to your city before. This is a great way to open up a conversation and
let them know that you’re interested in their experiences. You can start by asking, “Have you been to our city before?” If they
have, ask them what they thought of it and what they enjoyed the most.
You can also ask them if they had any favorite spots or activities they did while they were there. This can spark an interesting
conversation and give you more insight into who they are. If they haven’t been to your city, ask if they plan on visiting anytime
soon.
This can be a great way to find out about their travel plans and get to know them a bit better.
SMALL TALK: PRACTICE
Sample dialog dijadikan latihan berupa:
-matching vocab
-dialog singkat A-B
-Gap fill kalimat pake vocab
-Gap fill dialog pake kata atau kalimat
-Jumbled kata jadi kalimat
-Jumbled kalimat jadi dialog panjang
-speech bubble trus murid suruh nulis kalimat dialog
-role play pake dialog yg udah ada di breakout room



Berbahasa 5
Inggris
#DAY5
HANDLING COMPLAINTS
What do customers complain about?
Duration of wait
Late product delivery
Uncomfortable lobby
Damaged products
85
HANDLING COMPLAINTS
What should you do?

LAST
1. Listen
2. Apologize
3. Solution/action + compensation
4. Thank the customer
86
HANDLING COMPLAINTS: examples
What is the complaint about? How does the receptionist handle it?
A. Visitor: Excuse me, this lobby is very hot. Can you do something?
Receptionist: So sorry, sir. I will turn up the AC.
B. Visitor: My phone is not working properly. Can you check it?

Receptionist: Certainly, sir. Please take a number. Our service staff will call
you.
C. Visitor: My appointment is at 2 o’clock. This is already 2.05. Where is your boss?

Receptionist: I apologize, sir. My boss is stuck in traffic. Just 10 more minutes. Can
87
I
Phrases to Apologize
So sorry, sir/ma’am. Maaf, pak/bu.
I’m sorry. Mohon maaf.
I apologize. Saya minta maaf.
I am sorry for the inconvenience. Saya mohon maaf atas
ketidaknyamanan ini.
I am sorry for the confusion. Saya mohon maaf atas
kebingungan ini.
88
Phrases to Offer Solutions/Actions
I will turn up the AC. Saya akan naikkan AC-nya.
I will check again. Saya akan periksa lagi.
We have some problem in the Saat ini kami sedang ada gangguan
back office at the moment. di back office.
I will inform our manager. Saya akan sampaikan ke manajer.

Let me get it for you. Saya ambilkan.
Let me get the manager for you. Saya panggilkan manajer.
This will not happen again. Ini tidak akan terjadi lagi.
89
PRACTICE:
EXPRESSIONS: sample
Menggarisbawahi frasa-frasa yang digunakan dalam menangani komplain
https://docs.google.com/document/d/1ArNJkx3Q5BJXnXNmCPqVTxByBdZ_3dZ-oilGcUIK1rs/edit?usp=sharing
90
PRACTICE:
EXPRESSIONS: sample
Mengurutkan frasa-frasa yang digunakan dalam menangani komplain
https://docs.google.com/document/d/1LWpxuAgbO7ZcZUhdEOIK-OuHafEWFtu8pweC1rDEuaU/edit?usp=sharing
91
EXPRESSIONS: Handling Complaints
Berikut frasa-frasa yang lebih tepat digunakan dalam menghadapi keluhan pelanggan (Choose the correct answer):
Complaint: Excuse me, I’ve been waiting for an hour for my food and now that I get it, it’s completely cold.
A: I am sorry but that is not my fault. We have a new B: I’m very sorry. We have unexpectedly many guests
cook. We’re still not so familiar with everything and we and that’s why there are some delays in the kitchen. May
have unexpectedly many guests so things can take a I take your food with me and bring you another fresh
while. one? Would it be okay for you?
Complaint: Waiting for the fresh food to arrive.
A: There you are! Here is your fresh food.. maybe offer B: Here’s your food.
you some coffee and dessert on the house?
Source: https://wordwall.net/resource/45828044/attitude-in-handling-a-complaint
92
PRACTICE:
EXPRESSIONS: sample
Membuat kesimpulan dari video. Setelah menonton video, murid berdiskusi
secara berkelompok dan membuat kesimpulan tentang apa yg terjadi dalam
video tersebut, dan mengumpulkan saran untuk memperbaiki situasi tersebut.
Source:
93
PRACTICE:
EXPRESSIONS: sample
Mengisi tabel tentang metode, saran dan peringatan
Be sensitive to the needs of Listen to the client Depending on the severity of the situation, Be prepared to Never argue with a
customers you may want to inform a manager so they offer alternatives customer
can take appropriate action if needed. based on their
preferences
If the customer is irate, let the Solve the complaint Apologize Don’t interrupt or Thanks the client
next senior person (supervisor or be condescending
manager) handle the situation.
Listen attentively Take full responsibility, Be polite at all times

even if you know it’s
not your fault
94
PRACTICE:
EXPRESSIONS: sample
How to handle a customer complaint
Remember the L.A.S.T. method:

L - Listen to the client
Let the customer say everything they need to say. If they are interrupted, they will feel the need to start over. Nod
and be sympathetic toward the customer’s needs.
A - Apologize
After the customer is through with their reasoning for their dissatisfaction, kindly apologize, even if there’s
nothing to apologize for.
S - Solve the complaint

At this point, decide which is the best route to take.
T - Thanks the client

While it may sound odd, thank the guest for bringing it your attention. Many people may be too proud or do not
want to inconvenience the person who is assisting them. When thanking your customer for bringing it your
attention, they are giving you an opportunity to fix the issue. Source: https://www.youtube.com/watch?v=DaxHAn3eLKc
95
Copyright @2021 Cariilmu
PRACTICE:
EXPRESSIONS: sample
Tips:
● Be sensitive to the needs of the customer.

● If the customer is not satisfied with their choice, be prepared to offer alternatives based on their tastes or
schedule.
● Listen attentively.
● Be polite at all times.
● Take full responsibility, even if you know it’s not your fault.
Source: https://www.youtube.com/watch?v=DaxHAn3eLKc
96
PRACTICE:
EXPRESSIONS: sample
Warnings:
● Never argue with a customer.

● Don’t interrupt or be condescending.
● Depending on the severity of the situation, you may want to inform a manager so they can take appropriate
action if needed.
● If the customer is irate, let the next senior person (supervisor or manager) handle the situation.
Source: https://www.youtube.com/watch?v=DaxHAn3eLKc
97
PRACTICE:
EXPRESSIONS: sample
Sample Script for Greeting a Rude Guest
Receptionist: Good [morning/afternoon/evening], welcome to [Name]. How may I assist you today?
Guest: [Rude response]
Receptionist: I'm sorry to hear that you're feeling that way. Is there something specific you need
assistance with?
Guest: [Response]
Receptionist: I understand your frustration, and I would be happy to help resolve any issues you may
have. Can you please provide me with your name and reservation details so we can better assist you?
Guest: [Response]
Receptionist: Thank you. Please let us know if there is anything else we can assist you with.
98
PRACTICE:
EXPRESSIONS: sample
Sample Script for Greeting a Rude Guest
Receptionist: Good morning/afternoon, welcome to XYZ Hotel. How can I assist you?
Rude Guest: Finally, I've been waiting forever. This place is so unorganized!
Receptionist: I apologize for the inconvenience. How can I make your visit more pleasant?
Rude Guest: I have a meeting scheduled here, but it seems like nobody cares.
Receptionist: I'm sorry for the delay and lack of attention. Let me check your meeting details and ensure
everything is ready.
Receptionist: Thank you for your patience, Mr. Smith. Your meeting reservation is confirmed. If you need
any assistance during the meeting, please let me know. I apologize again for the inconvenience earlier.
Rude Guest: Alright, thank you. I hope the meeting goes well.
Receptionist: You're welcome, Mr. Smith. If you have any other questions or needs, feel free to ask. Good
luck with your meeting.
99
SAMPLE DIALOGUE
Receptionist: Good morning, how may I assist you, Sir?
Visitor: Finally, someone who can help me! Your company's service is absolutely terrible, and I demand to speak with a manager.
Receptionist: I apologize if you've had a negative experience, sir. I'm here to assist you. May I know your name and the issue you're facing?
Visitor: It's Mr. Johnson, and I have a serious complaint about your product. It's completely unacceptable, and I want a refund right away!
Receptionist: I understand that you're frustrated, Mr. Johnson. I'm sorry to hear that you're unsatisfied with our product. I'll do my best to address
your concerns. Could you please explain the issue in more detail so I can better assist you?
Visitor: It's a faulty product, and it's caused me a lot of inconvenience. Your company needs to take responsibility for this!
Receptionist: I apologize for any inconvenience caused, Mr. Johnson. Our goal is to provide high-quality products, and I understand your
disappointment. Can you please provide me with your purchase details or any relevant information?
Visitor: I don't have the receipt with me. Your company's organization is a complete mess!
Receptionist: I apologize for the inconvenience, Mr. Johnson. Without specific details, it might take a bit longer to locate your purchase in our
system. However, I assure you that I will investigate this issue thoroughly and work towards finding a satisfactory resolution.
Visitor: Well, it's about time someone takes responsibility. Make sure this is resolved quickly!
Receptionist: I apologize again for the inconvenience, Mr. Johnson. I will ensure that your refund is processed promptly and that your concerns
are addressed. I appreciate your patience as we work towards a resolution.
10
0
SAMPLE DIALOGUE
Receptionist: Good morning, how can I assist you today?
Visitor: Finally, someone who can do their job! I've been waiting here for ages, and I demand to speak with someone in charge.
Receptionist: I apologize for any delay, sir. I'm here to help you. May I know your name and the reason for your visit?
Visitor: It's Ms. Anderson, and I have a complaint about the service I received from one of your employees. It was completely unacceptable!
Receptionist: I'm sorry to hear about your negative experience, Ms. Anderson. We strive to provide excellent service, and I'd like to understand
the situation better. Could you please provide me with more details about the incident and the employee involved?
Visitor: The employee was rude and unhelpful. I asked for assistance, and he completely ignored me. This kind of behavior is
unacceptable!
Receptionist: I apologize for the behavior you encountered, Ms. Anderson. Our company values professionalism and customer service, and I
understand your frustration. Can you please provide me with the date and time of the incident, and any other relevant information?
Visitor: I don't remember the exact date. Your company needs to keep better records!
Receptionist: I apologize for the inconvenience, Ms. Anderson. Without specific details, it might take a bit longer to identify the employee and
address the issue. However, I assure you that I will personally look into this matter and take appropriate action.
Visitor: Just make sure this is resolved quickly, or I'll take my business elsewhere.
Receptionist: I apologize again for the inconvenience, Ms. Anderson. I will make it a priority to resolve this matter promptly and provide you with a
proper explanation and resolution. I appreciate your patience as we work towards a satisfactory resolution. 10
1
PRACTICE:
EXPRESSIONS: sample
How to Handle Rude Customers
https://www.youtube.com/watch?v=jZIxxm2xpm4
.
10
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Belajar berkomunikasi via telepon untuk memberi instruksi dan

Belajar kalimat untuk memberi dan meminta informasi singkat calon

Belajar kalimat untuk membina hubungan baik dengan menyapa,

Match the characteristics with the meaning:

Receptionist unaccepted behavior:

Receptionist should be: Receptionist should not:

1. friendly 1. speak or laugh loudly

May/Can I introduce myself. I'm……….

Here's a typical dialogue:

May I have your name?

I’m sorry, Mr Brown is on the phone right now.

This way, please.

Visitor: Yes, of course. My name is Jackson..

Receptionist: Have you made an appointment with her, Sir?

Receptionist: Sir, Ms Carey is just finishing off a meeting. She'll be with

Visitor: That would be great.

Receptionist: Please follow me this way, Sir.. (1)

Visitor: I see. Let me check if I Mr. Johnson is available. (2)

Receptionist: Do you have an appointment, Sir? (3)

Receptionist: Wonderful. (5)

Receptionist: May I know where you are from? (7)

Visitor: Yes, of course. I am Alex from ZZ Company. (8)

Receptionist: May I know where you are from? (7)

Visitor: Yes, of course. I am Alex from ZZ Company. (8)

Receptionist: Do you have an appointment, Sir? (3)

Receptionist: I see. Let me check if I Mr. Johnson is available. (2)

Visitor: Wonderful. (5)

Receptionist: Please follow me this way, Sir.. (1)

Use the Caller’s Name

- Asking visitors who they heaven appointment with:

- Saying the other party is coming:

Anna: “Good afternoon, Sir.”

David: “Call me David, please.”

David: “Thank you, Anna. I will.”

Anna: “How’s your trip to our office, David?”

David: “Sure, that would be great.”

Anna: “Cream or sugar?”

David: “Just black coffee, please.”

David: Thank you, Anna. A glass of water would be perfect.

Anna: Good afternoon, David! How are you today?

David: Coffee sounds perfect, thank you.

David: Just black, please. I like it strong.

Belajar berkomunikasi via telepon untuk memberi instruksi dan

Belajar kalimat untuk memberi dan meminta informasi singkat calon

Belajar kalimat untuk membina hubungan baik dengan menyapa,

interrupt in(t)əˈrəpt accurate ˈakyərət

● Interrupting the caller

1. Greeting the Caller

Here are the essential components of a warm, welcoming phone greeting:

● Greet the caller with “Hi” or “Hello” or “Good morning/afternoon/evening”

Other ways to answer the phone:

3. Putting Callers on Hold

● Be upfront. Tell callers why you’re putting them on hold.

Here are some essential details to capture on the call:

● First and last name

5. Answering a Question You Don’t Know