Objectives of the Study
Following the completion of this unit, students will be able to:
- Identify the meaning of words and terms used in managing complaints and feedback.
- Pronounce the words and terms related to handling complaints and feedback clearly and correctly.
- Use appropriate expressions to address customer complaints and gather feedback effectively.
A. Vocabulary Building
The following activities are designed to build your vocabulary mastery, especially in managing complaints and feedback.
Matching Game
Please draw an arrow to connect the correct English word to the Indonesian word!
| English Word | Indonesian Translation |
| Apology | Permintaan maaf |
| Feedback | Umpan balik |
| Complaint | Keluhan |
| Resolve | Menyelesaikan |
| Empathy | Empati |
| Refund | Pengembalian uang |
| Discount | Potongan harga |
| Miscommunication | Kesalahpahaman |
| Customer satisfaction | Kepuasan pelanggan |
| Follow-up | Tindak lanjut |
| Compensation | Kompensasi |
| Professionalism | Profesionalisme |
| Polite | Sopan |
| Courtesy | Kesopanan |
| Escalate | Meningkatkan (ke tingkat lebih tinggi) |
Listening and Pronouncing Practice
Play the audio of the following words by scanning the QR Code. Then, practice pronouncing them correctly as you heard from the audio.
| Word | Pronunciation |
| Apology | /əˈpɒlədʒi/ |
| Feedback | /ˈfiːdbæk/ |
| Complaint | /kəmˈpleɪnt/ |
| Resolve | /rɪˈzɒlv/ |
| Empathy | /ˈempəθi/ |
| Refund | /ˈriːfʌnd/ |
| Discount | /ˈdɪskaʊnt/ |
| Miscommunication | /ˌmɪskəˌmjuːnɪˈkeɪʃn/ |
| Customer satisfaction | /ˈkʌstəmə(r) ˌsætɪsˈfækʃn/ |
| Follow-up | /ˈfɒləʊ ʌp/ |
| Compensation | /ˌkɒmpenˈseɪʃn/ |
| Professionalism | /prəˈfeʃənəlɪzəm/ |
| Polite | /pəˈlaɪt/ |
| Courtesy | /ˈkɜːtəsi/ |
| Escalate | /ˈɛskəleɪt/ |
- Procedure in Handling Complaints and Feedback in F&B Services
Procedure
| Step | Language Function |
| Receiving the complaint or feedback. | Greeting, Offering help |
| Understanding the issue. | Asking for clarification, Showing empathy |
| Acknowledging the problem. | Expressing apology, Reassuring the guest |
| Offering a solution or compensation. | Proposing a resolution, Expressing gratitude |
| Confirming the guest’s satisfaction. | Checking the resolution, Reconfirming satisfaction |
| Documenting the feedback or complaint. | Asking for detailed information, Taking notes |
| Following up if needed. | Confirming further action, Offering follow-up contact |
C. Manners
RULES OF MANNERS
When managing complaints or feedback, consider the following etiquette:
- Active Listening
Pay full attention to the guest’s complaint without interrupting.
- Stay Calm and Polite
Never raise your voice or appear defensive, even in stressful situations.
- Be Empathetic
Understand the guest’s frustration and express genuine concern.
- Avoid Excuses
Focus on resolving the issue rather than explaining why it happened.
- Always Smile
A warm and understanding tone can help de-escalate the situation.
- Stay Professional
Maintain a courteous and professional demeanor throughout the interaction
HANDLING COMPLAINTS: BEST PRACTICES
- Greeting and Acknowledging the Guest:
- Start with a polite greeting: “Good morning, how may I assist you today?”
- Listen carefully and acknowledge the issue: “I’m very sorry to hear that. Let’s see how we can fix this for you.”
- Gathering Information:
- Politely ask for details: “Could you please explain what happened?”
- Confirm your understanding: “Just to clarify, the issue is with the delay in service. Is that correct?”
- Apologizing and Proposing a Solution:
- Offer a sincere apology: “We deeply apologize for the inconvenience.”
- Provide a solution: “Let me replace your dish right away. Would you also like a complimentary dessert?”
- Following Up:
- Confirm satisfaction: “Is everything to your satisfaction now?”
- Document the incident for improvement: “Thank you for your feedback. We’ll ensure this doesn’t happen again.”
EXAMPLE EXPRESSIONS
| Language Functions | Language Expressions | ||
| Greeting | Good morning, How may I assist you today? | ||
| Acknowledging the Issue | I’m very sorry to hear that. Could you tell me more about the problem? | ||
| Expressing Apology | Please accept our sincere apologies for the inconvenience. | ||
| Offering Solutions | Let me fix this for you right away. How about I arrange a replacement? | ||
| Confirming Satisfaction | Is there anything else I can assist you with? | ||
| Thanking the Guest | Thank you for bringing this to our attention. We value your feedback. |
- Samples of Conversation
Audio is available for each of the following conversations. Please listen to the audio and practice them with your partner!
Sample 1
Situation : A guest on a cruise ship complains about the noise level in their cabin during the night.
Front Desk Staff : Good morning, sir. This is the Guest Services desk. How may I assist you?
Guest : Good morning. I’m staying in cabin 204, and it’s been really noisy at night. I haven’t been able to sleep well.
Front Desk Staff : I’m so sorry to hear that, sir. Could you please describe the noise? Is it coming from outside the ship or inside?
Guest : It sounds like machinery, maybe the engine or something nearby. It’s constant.
Front Desk Staff : I completely understand how that would be disturbing. Let me check for another cabin for you. Would you be okay with moving to a quieter area on a higher deck?
Guest : That would be much better. Thank you.
Front Desk Staff : Please wait a moment while I arrange the transfer. (Pause) I’ve secured a cabin on Deck 7, far from any machinery. You can move in right away.
Guest : Thank you so much. I really appreciate your help.
Front Desk Staff : You’re welcome, sir. We want you to have a comfortable stay. Is there anything else I can assist you with?
Guest : No, that’s all for now. Thanks again.
Front Desk Staff : It’s my pleasure, sir. Have a great day!
Read the questions carefully and write your best answer
- What is the conversation about?
- What was the guest’s complaint?
- How did the staff propose to resolve the issue?
- Was the guest satisfied with the solution?
- What additional action did the staff offer?
Sample 2
Situation : A guest complains about slow service at the cruise’s main dining room during dinner.
Waiter : Good evening, ma’am. I noticed you’ve been waiting. How can I assist you?
Guest : Good evening. I’ve been sitting here for 20 minutes, and no one has taken my order yet.
Waiter : I’m so sorry for the delay, ma’am. We’re experiencing a busy evening, but that’s no excuse. Let me take your order right away.
Guest : Thank you. I’ll have the grilled salmon with mashed potatoes and steamed vegetables.
Waiter : Great choice, ma’am. I’ll make sure your order is prioritized. Would you like a drink while you wait?
Guest : Yes, a glass of sparkling water, please.
Waiter : Of course. Your water will be served immediately, and I’ll check on your food to ensure it arrives quickly. Please accept my apologies again for the wait.
Guest : That’s fine. Thank you for your help.
Waiter : You’re very welcome, ma’am. Enjoy your evening!
Read the questions carefully and write your best answer!
- What is the conversation about?
- What complaint did the guest have?
- How did the waiter apologize?
- What actions did the waiter take to resolve the problem?
- How did the guest respond to the solution?
Check Your Understanding
Please do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.
Create Your Conversation
Create a conversation based on the following situations:
- Mrs. Morgan files a complaint about her dinner service being delayed.
- She ordered a vegetarian pasta, but it took over an hour to arrive.
- She expects an apology and compensation.
- Mr. Thomas complains about the cleanliness of his cruise cabin.
- He found stains on the bedsheets and wants them changed immediately.
- He also expects the cabin to be cleaned thoroughly.
- Ms. Lee gives feedback about her poolside drink.
- She ordered a tropical mocktail but received a drink with alcohol.
- She requests a replacement and a complimentary beverage for the inconvenience.
F. Summary
In this chapter, we are studying the following language functions and expressions for managing complaints and feedback.
| Language Functions | Language Expressions | |||
| Greeting | Good morning, Good afternoon, Good evening | |||
| Offering Help | How can I help you? What can I do for you? How may I assist you? | |||
| Acknowledging a Complaint | I’m very sorry to hear that. Please tell me more about the issue. | |||
| Expressing Apology | I sincerely apologize for the inconvenience. Please accept my apology. | |||
| Offering a Solution | Let me fix this for you right away. I’ll make sure this is resolved. | |||
| Confirming Details | May I confirm your concern? Can I confirm the issue you mentioned? | |||
| Expressing Gratitude | Thank you for bringing this to our attention. Thank you for your patience. | |||
| Leave-taking | Thank you for your feedback. Have a pleasant day, sir/madam. | |||