HANDLING COMPLAINT AND WRITING A COMPLAINT LETTER 12012014
- Slides: 10
HANDLING COMPLAINT AND WRITING A COMPLAINT LETTER 12/01/2014 Resista Vikaliana, S. Si. MM 1
Making Complaint 12/01/2014 Resista Vikaliana, S. Si. MM 2
Making Complaint � These expressions below showing anger, dissappointment, shock, surprise, such as How could this be possible? � What kind of business are you running here? � I can’t believe this is happenig � Goodness � What? � 12/01/2014 Resista Vikaliana, S. Si. MM 3
� FORMAL EXPRESSIONS TO STATE COMPLAINTS: � I’d like to file a complaint on. . . � We want to complain about. . . � We’re very disappointed with. . . � We’d like to draw your attention to. . . 12/01/2014 Resista Vikaliana, S. Si. MM 4
Examples for making complaint: � I’d like to complain about the food and service. The food was terrible. The meat was tough, and the vegetables overcooked. The service was very slow. Could I see the F&B manager right now? � Excuse me, I reserved a one-way ticket for the 15 th. You wrote down on my ticket that it’s a Friday when in fact, the 15 th is on a Saturday. I’d like you to make the correction as soon as possible � 12/01/2014 Resista Vikaliana, S. Si. MM 5
Handling Complaint This following tips will make you a professional in handling complaints at work and in your social life: � SAY THANK YOU � EXPLAIN WHY YOU APPRECIATE THE COMPLAINT � APOLOGIZE FOR MISTAKE � PROMISE TO DO SOMETHING ABOUT THE PROBLEM IMMEDIATELY � ASK FOR NECESSARY INFORMATION � 12/01/2014 Resista Vikaliana, S. Si. MM 6
� Practice: � Express how to state complaint and how to handle it! 12/01/2014 Resista Vikaliana, S. Si. MM 7
Making a Letter of Complaint 12/01/2014 Resista Vikaliana, S. Si. MM 8
Letter of Complaint � It is sometimes necessary to make a complaint about the quality of goods received or about damage which has occurred before the goods reach the buyer’s premises. � Late or incomplete delivery might also cause dissatifaction 12/01/2014 Resista Vikaliana, S. Si. MM 9
� The following points should be embodied in a letter of complaint: v Delivery of goods should be acknowledgement v Cause for complaint should be stated v Request for action should be made v If necessary, replacement of goods should be asked for 12/01/2014 Resista Vikaliana, S. Si. MM 10
