Ekspresi Adalah 703a5y

I. Definition Expression : A word or phrase that people use in a particular situation for expresses himself, especially in speaking, depicting, or performing. Sebuah kata atau frase yang digunakan dalam situasi tertentu untuk mengekspresikan diri, terutama dalam berbicara, menggambarkan, atau melakukan. Complaint

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Complaint expression

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Complaint expression * in the restaurant

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I waited too long. Could you please tell me how much longer my food will be prepared? I’ll go check on it now. Sir! Food will be serve immediately. There is a flay in my food. I’ve never had it like this before. I’m so sorry sir! I do apologise on behalf of the restaurant. I will talk to the chef and move this replaced immediately Ekspresi keluhan: * Di restoran Saya telah menunggu terlalu lama. Bisakah anda jelaskan berapa lama lagi makanan saya akan disajikan? Saya akan pergi memeriksa pesanan anda sekarang Pak! Makanan akan disajikan dengan segera. Ada seekor nyamuk dalam makanan saya. Saya belum pernah mengalami hal seperti ini sebelumnya.

Saya minta maaf Pak! Saya benar-benar minta maaf atas nama restoran kami. Saya akan berbicara dengan koki dan makanan akan segera diganti PAST TENSE • The definition of simple past tense: The simple past tense is used to talk about activities or situations that began and ended in the past. • Frequency adverbs: » Last year » yesterday » a moment ago » some minutes ago » two day ago » last month » last week » last day » some hour ago, etc. • Form of simple past tense: SIMPLE PAST TENSE • Definisi simple past tense: tenses yang digunakan untuk berbicara tentang kegiatan atau situasi yang dimulai dan berakhir di masa lalu. • Frekuensi kata keterangan: »Tahun lalu »kemarin »Sesaat lalu »Beberapa menit yang lalu »Dua hari lalu »Bulan lalu »Minggu lalu »Hari terakhir »beberapa jam yang lalu, dll. • Bentuk simple past tense:

Statement (+) S + V2 +o+Adverb

Question/interogative (?) Did + S +V1+o+Adverb?

S + tobe (was/were) + 3C Negative (-) S + didn’t + V1 +o+Adverb

Tobe(was/were)+S+3C? Short answer Yes, I did

S + wasn’t/weren’t+3C

No, I didn’t

Note

: 3C (noun,adjective,adverb).

Example : Verbal (+) I waited too long. (-) I didn’t wait too long. (?) Did I wait too long? (+) Saya telah menunggu terlalu lama. (-) Saya tidak telah menunggu terlalu lama. (?) Apakah saya telah menunggu terlalu lama? Nominal (+) This order was wrong. (-) This order wasn’t wrong. (?) Was this order wrong? (+) Pesanan ini salah. (-) Pesanan ini tidak salah. (?) Apakah pesanan ini salah?

Change this sentence below into simple past tense! we will serve your order immediately (+) (-) (?) Rubahlah kalimat dibawah ini kedalam simple past tense! Kami akan menyediakan pesanan anda dengan segera (+) (-)

(?) Answer we will serve your order immediately (+) We served your order immediately (-) We didn’t serve your order immediately (?) Did we serve your order immediately? Jawaban Kami akan menyediakan pesanan anda dengan segera (+) Kami telah menyediakan pesanan anda dengan segera (-) Kami tidak telah menyediakan pesanan anda dengan segera (?) Apakah kami telah menyediakan pesanan anda dengan segera? Video : What is the hotel guest problem? What’s hotel guest’s room number? What’s solution for hotel guest? Apa masalah tamu hotel? Berapa nomor kamar tamu hotel? Apa solusi bagi tamu hotel? Answer: 1. Problem of hotel guest is her room very hot. It seem there are some problems with the air conditioner in her room. 2. Her room number is 1024. 3. Housekeeper set another room for hotel guest before room 1024 that was well prepared. And will send someone to help her move her luggages and take her to another room in 15 minutes. Jawaban: 1. Masalah tamu hotel adalah kamarnya sangat panas. Tampaknya ada beberapa masalah dengan AC di kamarnya. 2. Nomor kamarnya adalah 1024. 3. Pengurus hotel mengatur ruangan lain untuk tamu hotel sebelum ruang 1024 yang sudah disiapkan dengan baik. Dan akan mengirim seseorang untuk membantunya memindahkan kopernya dan membawanya ke ruangan lain dalam 15 menit. Conclusion : Complaint expression usually come from someone who is not satisfied with a particular service. But in the face of the complaint, we must remain calm and patient and still be friendly to him. Kesimpulan : Ungkapan keluhan itu biasanya berasal dari seseorang yang tidak puas dengan suatu pelayanan tertentu. Namun dalam menghadapi keluhan

tersebut, kita harus tetap tenang dan sabar dan tetap bersikap ramah terhadapnya.

Making a complaint Useful expressions: I’m afraid I have to make a serious complaint. Look, I’m sorry to trouble you, but…. Excuse me, I’m afraid… Excuse me, there seems to be something wrong with… Excuse me, there appears to be something wrong… I wonder if you could help me….. I’ve got a bit of a problem here, you see…… Do you think you could……? I’m sorry to have to say this, but…. Would you mind (doing)….? I wish you wouldn’t mind…. I do wish you could…. Wouldn’t it be a good idea to/ not to…. Accepting a complaint Oh, I’m sorry about that. I can’t tell you how sorry I am I wish it never happened Oh dear, I’m really sorry I’m so sorry, I didn’t realize I just don’t know how to say. I just don’t know what to say Delaying a complaint I suggest you leave it with us and we’ll see what can be done. I suggest you leave it with us and we’ll see what we can do. I’m afraid the manager/boss isn’t in at the moment. Could you call later? I’m afraid we can’t help you at the moment. Could you leave your phone number and address? We will you soon. Rejecting a complaint

Well, I’m afraid there is nothing we can do about it actually. Well, I’m afraid there isn’t much we can do about it.

10 Tips on how to handle a complaint I’ve treated this as a complaint by telephone yet the tips can be used to equally positive effect a face to face. 1. The absolute golden rule on this as far as I’m concerned is: Ears to attention 2. Let the caller have his or her initial say, whoever it is and whatever the complaint is about, without interruption 3. This is especially true if the reason for the call is to complain about your company’s product or service rather than a competitor 4. Really take especial care with this and make it clear that you’re glad they did call you and give you the chance to put whatever’s wrong right (often people don’t call to complain, they just go elsewhere, meanwhile telling everybody who will listen about the lousy service they experienced with your company) 5. Bear in mind that you will not get anywhere until you have given the caller a chance to get their grievance out into the open 6. Listen carefully with 100% of your concentration, whatever the nature of the complaint - if you’re only half listening, it sends out the wrong message and I guarantee the caller will pick up on it - they will feel, rightly or wrongly, that their business is not that important to you 7. If the caller is a chatterer, use more ‘closed’ questions - those which elicit a "yes" or "no" answer in order to control the call 8. If the person answering the incoming call is unable to see it through to a successful conclusion ensure that he or she can at the very least inform the caller what the next steps will be, for example: "Our Sales Director/ CEO will want to deal with this and speak to you himself. He’s with a client this morning but will be back in the office this afternoon. I’ve taken down the details and would just like to recap the main points with you, so that you know you’re not going to have to go through it all again” (run through the points, giving the caller the opportunity to agree with your understanding of the situation or correct you)… 9. At the end of the call ensure the next activity is agreed with the caller, written down and followed through: "I’ll do some checking in the meantime, as he will want to look into how this came about. If for any reason he can’t get back to you by four o’ clock, I’ll call you. My name is (give your full name).

10. That call back must be diarised and made at the agreed time even if, or especially if something has prevented the progress anticipated being made. I cannot stress this point enough - it may not be fair but your credibility as a small business or the main point of a larger one often depends on you doing what you said you would, when you said you’d do it. Finally, if you've handled this situation well and you don't keep on mes in future, you've probably now got yourself one heck of a loyal customer! No matter how hard you try, things are bound to go wrong once in a while. Food gets burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all their training. No matter the reason for the complaint, the important thing is to try and please the customer and send them home knowing that, yes there was a problem, but it is not typical of your establishment. Let them know that you, the owner, value their comments and their business. How you handle customer complaints will determine if the customer comes back to your restaurant. Here are some tips to help you field your next complaint and send your customer home with a smile. Listen- Listen to what the customer has to say. Even if you can’t solve the problem, you still need to listen. For example, perhaps a customer is displeased because there is waiting line. Well, there isn’t much you can do about it, except let them vent. Body Language- The way you stand and look at a customer can speak more than words. Maintain eye and don’t cross your arms over your chest, if you are feeling defensive. Avoid the urge to roll your eyes, if you are feeling exasperated. Instead, nod and smile, no matter how irritated you may feel. This shows you value their opinion and their business. Apologize- that customer who was so upset over the long waiting line? Offer an apology. “I understand that you are not happy about the wait, sir, but we are working as fast as we can to get you a table. We really appreciate your patience and willingness to wait. Perhaps you would like to have a drink at the bar until your table is ready.” You demonstrate that you completely understand their frustration and are working diligently on a solution. Freebies- If a customer has problem that could have been prevented, such as an overcooked steak or a snippy server, then the best route to take is to apologize and an offer them some sort of compensation. Here are some quick freebies that you can give customers that won’t cost you much money, but will go a long way to assure future business:

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Free round of drinks Free dessert Gift certificate for a future visit Merchandise, such as a beer glass or tee-shirt Take a certain percent off their meal

Occasionally you will have a truly angry customer (perhaps justified, perhaps not) who declares “I’m never coming back!” Well, if that is the case there probably isn’t any freebies you can offer to change their mind. Calmly assure the customer you understand their frustration, and offer an apology (again) and let them know if they change their mind you would love to see them again. By sending them off on a courteous note, there is a very good chance, once their anger has cooled, they will try your restaurant again.