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Cara Efektif Menangani Pengunjung atau Customer yang Komplain

Gede Murta

Jika kita mendengar kata komplain pasti hal pertama yang muncul dalam benak kita adalah situasi yang kacau, keadaan dimana orang-orang atau pengunjung marah-marah, dan sebagainya. Namun sebenarnya komplain tidak selalu berarti negatif. Memang komplan terjadi karena ketidakpuasan terhadap suatu pelayanan atau kualitas sesuatu yang kurang memuaskan. Kebanyakan orang-orang yang komplain menyampaikan ketidakpuasan mereka dengan cara yang lebih sopan.

Komplain juga bisa berupa sebuah saran atau kritik yang membangun demi kemajuan suatu perusahan tertentu. So, komplain juga bisa berarti positif. Berbicara masalah komplain, berikut adalah sebuah contoh percakapan di sebuah restoran dimana seorang pengunjung merasa tidak puas terhadap pelayanan seorang waitress. Bagaimana cara menangani komplain yang efektif, dengan bahasa yang sopan, singkat, padat, dan “go straight ahead to the point”? Let’s check this one out !

 

Manager         : Good evening sir, welcome to Bali Bagus restaurant.

Have you made a reservation, sir?

Guest              :  No, I haven’t. Now I’d like to have a dinner here.

Manager         : May I have your name, please?

Guest              :  I’m Friedman, Mr. Friedman

Manager         : Would you like a table in the smoking or non smoking section?

Guest              :  The smoking section please.

Manager         : Yes sir. This way please.

Is this table alright for you?

Guest              : Yes, of course.

Manager         : (calling the waitress)

Tika, this is Mr. Friedman and this is Tika, she will handle your dinner tonight. Please enjoy your dinner sir.

Waitress         : Excuse me sir, (unfold napkin)

Here is your menu and drink list. Papaya soup is not available for today and we have sate penyu promotion item.

(Few minutes later)

May I have your drink order, please?

Guest              : I would like to order cocktail.

Waitress         : Thank you, your drink order is cocktail. I’ll be right back for your drink order sir.

(Few minutes later)

Excuse me sir, this is the cocktail.

May I have your food order, please?

Guest              : Yes, for appetizer I’d like to try lumpia, and for the main course I order lawar Bali and sate penyu.

Waitress         : Yes sir, your order is lumpia for appetizer and lawar Bali and sate penyu for main course, anything else?

Guest              : No thanks.

Waitress         : I’ll be right back a few minutes.

(Few minutes later)

Excuse me sir, here is your lumpia.

Guest              : Thank you.

Waitress         : Please enjoy your lumpia and cocktail.

(After the guest has finished eating, the waitress clean the appetizer plates)

Waitress         : Excuse me sir.

(After clean the appetizer plates, the waitress serve the main course)

Waitress         : Mr. Friedman, here is your lawar Bali and sate penyu. Is there anything else?

Guest              : No thanks.

Waitress         : Please enjoy your dinner sir.

(Few minutes)

Manager         : Excuse me sir, how is your dinner?

Guest              : It’s so nice, I’d love it.

But, I’m not satisfied with your waitress service. I think she is a beautiful girl, but why her face looks so vicious?

Manager         : Oh, I’m so sorry sir, I think she is so tired today and she is training in our restaurant. Sometimes she makes some mistakes. So, I really apologize for my waitress’ service.

Guest              :  Alright, don’t mention it.

Manager         : Thank you very much sir. I’ll give my waitress some advices.

(Few minutes later (after being given suggestions), the waitress comes with smiling face)