Pengertian dan Penjelasan tentang Expressing and Handling Complaints Beserta Contoh Dialog.

Komplain atau keluhan dalam Kamus Besar Bahasa Indonesia berarti ungkapan yang keluar karena
perasaan susah (karena menderita sesuatu yang berat, kesakitan, dan sebagainya). Dalam konteks bisnis
Complaints atau keluhan berarti ungkapan ketidak puasan seorang pelanggan terhadap
pelayanan/perlakuan seseorang terhadap pelayanan yang diberikan, baik itu berupa barang atau jasa.
Complaint atau keluhan dapat disampaikan secara lisan maupun tertulis. Kali ini penulis akan membahas
bagaimana cara menyampaikan keluhan atau Complaints secara lisan dalam Bahasa Inggris disertai
contoh percakapannya.

Berikut adalah contoh ekspresi keluhan

How to Express Complaints

(English)

(Bahasa Indonesia)

• I’m very sorry to say this. But I’d like to tell you that there’s something wrong with the computer
I’ve bought yesterday.

• Maaf karena saya mengatakan ini, saya ingin memberitahu bahwa ada yang yang tidak beres pada
komputer yang telah saya beli kemarin.

• I bought this laptop last week and I would like to return/exchange/refund it.

• Saya membeli laptop ini minggu lalu dan saya ingin mengembalikannya/
menukarnya/menguangkannya kembali

• I bought this monitor 2 hours ago but it doesn’t work well.

• Saya membeli monitor ini 2 jam yang lalu tetapi ini tidak bekerja dengan baik.

• May I see the manager, please?

• Bolehkah saya bertemu dengan bapak manajer?

• (I’m sorry but) I think you overcharged me.

• maaf tetapi sepertinya anda menghitung terlalu banyak atas tagihan saya.

• (I’m sorry but) I think you gave me the wrong bill.

• maaf tetapi sepertinya anda memberi saya tagihan yang salah.

• There must be some mistakes

• Pasti ada beberapa kesalahan.

• I’m very sorry but………………………

• Saya minta maaf tetapi…………………………

Ekspresi bagaimana menangani keluhan/ complaints

How to Handle Complaints

(English)

(Bahasa Indonesia)

• What’s wrong with it?

• Apakah ada yang salah?

• What’s the matter with it?

• Apakah ada masalah?

• Did you follow the manual in the right order?

• Apakah anda sudah mengikuti petunjuk dengan benar?

• I’m terribly sorry for our mistake we’ve made.

• Saya benar-benar minta maaf atas kesalahan yang telah kami buat.

• Let me call the manager for you, please wait a moment.

• Saya akan telepon manajer untuk anda, tolong tunggu sebentar.

• Don’t worry, we’ll send technician to fix your computer.

• Jangan khawatir, kami akan mengirim teknisi untuk memperbaiki komputer anda.

• We guarantee your…. Will be OK during this week.

• Kami jamin …. anda akan baik dalam minggu ini.

Contoh dialog tentang expressing and handling complaints

Example of expressing and handling complaints:

Mr. Fadil

Good afternoon, is this Bitcom?

Marketing manager

Yes, right. You are speaking to Irawan, the marketing manager, who is speaking please?

Mr. Fadil

This is Mr. Fadil speaking, I am from SMK Negeri 1 Bondowoso

Marketing manager

What can I do for you Mr. Mahmud?

Mr. Fadil

I am very sorry to say this but I’d like to tell you that there is something wrong with the computer
laboratory you just installed at my school.

Marketing manager

What’s wrong with it?

Mr. Fadil

There’s no display on the master monitor?

Marketing manager

Did you follow the manual?

Mr. Fadil
:

Yes, of course.

Marketing manager

Alright, we'll send our technician to SMK Negeri 1 Bondowoso.

Mr. Fadil

That’s good, but I’d like to have it ready before holiday ends.

Marketing manager

I guarantee your computer laboratory will be okay during this week.

Mr. Fadil

Thank you

Marketing manager

You are welcome

Latihan soal 1

Complete the following dialogue.

1.

May I help you?

Yes, I bought new dress here yesterday but…………………………………….

What’s the matter with it?

…………………………………………………………………………………………..

…………………………………………………………………………………………..

B
:

Thank you

2.

PDAM Company, may I help you?

Yes, I think you’ve billed me too high

…………………………………………………………………………………………….

……………………………………………………………………………………………

Thank you

Latihan soal 2

Express your complaint based on the following situation.

1. You just bought a new pair of sandals at Star’s Shoe Store, but when you got home and open the
package one of the straps broke. Complain.

2. You just received your phone account bill from TELKOM and you are certain it is too high because you
never made International phone call. Call the company and complain.

3. You bought a plane ticket to Jakarta. You were told that the flight was on July 2nd 2010 at 02.00 p.m.
you went to the airport but there was no flight. Complain to the airline.

4. you are subscriber of a foreign magazine. One day, some pages of your magazine were missing. Call
the magazine agent and complain.