TUGAS SOFTSKILL 4

Exercise 1: Each of the following sentences contains more than one clause. Underline the subjects once and the verb twice. Circle the connectors. Then indicate if the sentences are correct (C) or incorrect (I).

18. We forgot when did the movie start.

Explanation: the sentence above is incorrect (I) because there is only one clause. The clause is connected with the noun “when” clause connector. Don't have the second clause.

TUGAS SOFTSKILL 3

Exercise 1

Each of the following sentences contains more than one clause. Underline the subjects once and the verb twice. Circle the connectors. Then indicate if the sentences are correct (C) or incorrect (I).

18. The software should be used on the laptop computer, and this computer is a laptop. (C)

Explanation: The sentence above is correct (C) because there are two clauses. The clauses are connected by the connector ‘and’ and there is a comma (,) after the first clause.  The first subject = software and the second subject = computer. The first verb = should be used and the second verb = is (to be the function of the verb). So the sentence is Correct.

Exercise 2

Indonesia is a large country that has many diverse types of both the population, customs and culture that is so diverse. With the size of this country, we as citizens must take good care of the speech of different languages, tribes and races. For example, I live in a country where the majority of Muslims make me proud of the harmony around me. Because overall they accept me without discriminating between religion or ethnicity.

For example in real life I am a Catholic that has such a large scope, for example when I was a child I had woken the dawn in my neighborhood. There are many positive things in making friends and being friends with those who are different from us. So that we are able to learn to know what is good or bad because different religious perspectives make us more closely in brotherly relationship. This makes me even more convinced that actually different religions, ethnicities and races make diversity very beautiful.

With different religions, tribes and races it is necessary to keep this diversity even tighter. Because a lot of people misuse religion for personal interests to create religious divisions. In my opinion, the differences make our country more harmonious. Because our country has many islands, diverse culinary, regional languages, and unique tribes must be preserved well.

TUGAS SOFTSKILL 2

Laurensius Haryo Yudiantoro

23217286

3EB15

Task 1

Exercise 1 , NO.18

The boy is waiting for her sister starts to cry. (C)

                verb

Explanation :

In the sentence above , waiting is part of the verb because it is accompanied by is.

Task 2

My name is Laurensius Haryo Yudiantoro, one of the Accounting Department students at Gunadarma University. In connection with the pandemic covid-19 outbreak, the campus held online lectures. This is done on the basis of avoiding the outbreak. In addition, the government also urged to worship at home, work from home, and to keep doing activities at home first for an undetermined period. As a student, of course I do my obligations by conducting online lectures by doing assignments in Virtual Class, Practicum Online, and other assignments to replace face-to-face activities on campus.

During the absence of lectures, I also do other activities. I am reading articles about technology. It's one of the activities that I like because by following the development of the modern era. Many new things that I have encountered to be able to apply in my future life because I believe that I will go through someday. Once again I was reading, my father shouted for help. The car broken by Dad has not been repaired yet. So with an annoyed face I helped my father to help him.

           Associated with now that only at home alone sometimes bored to be at home with almost 24 hours which is just that. Because I miss the campus, help with friends, to the food around the campus. My opinion about the current situation is to do activities at home first so that this virus outbreak can quickly be completed and can be as active as before.

Business English 2

MAKALAH BAHASA INGGRIS 2

Nama : Laurensius Haryo Yudiantoro

Kelas  : 3EB15                                     

NPM  : 23217286                                

FAKULTAS EKONOMI
UNIVERSITAS GUNADARMA
ATA 2019/2020

Writing 1

Coronavirus/Covid-19 is a group of viruses that are still similar to SARS and MERS that were discovered recently in the last few months originating from Wuhan, China. In its very rapid development making the world because WHO has more than 100 countries including Indonesia continues to grow at this time. In humans, viruses that cause infections that occur in the respiratory tract such as colds are not much different from general mild illness. Because coronavirus, its nature can be returned because victims have been freed from each country.

Transmission that occurs in this coronavirus from direct physical contact between humans, inanimate objects to humans, to droplets such as saliva that comes out of human mouth when coughing can produce infections that are so fast in a matter of hours. Coronavirus is attacking the average elderly who already have very low immunity. For example, in Italy, almost the population of the country there that is attacked by Coronavirus has a vulnerable age of around 60-80 years. Did not rule out the possibility that this disease can affect anyone to small children. Why did that happen? This is because this disease has the same characteristics as flu, fever, and sore throat which have the same symptoms.

Until now, it has made a pandemic of all countries around the world including Indonesia, such as social distance, Work From Home, and several countries applying Lockdown until the time has not been determined. This pandemic has made us, as Indonesian people, reduce activities outside the home first, social interaction, worship at home until the country's economy declines causing the rupiah exchange rate to become Rp16,000 in $ 1 US dollars. Many people panic buying in several supermarkets to anticipate if a lockdown occurs to meet their needs. Some medical devices such as masks, hand sanitizers, and alcohol also experience scarcity because many people who commit crimes by hoarding these medical devices for resale at prices far from normal prices.

Many problems have happened in Indonesia because many doctors to nurses are exhausted in handling this virus due to lack of facilities to the human resources needed. The medical staff could hardly rest because more and more patients were taking up throughout Indonesia and increased until this writing was made. The shortage of hospitals in Indonesia also makes our President Mr. Joko Widodo use the Athlete House to be used as a temporary hospital because of the limitations that Indonesia has to deal with patients affected by Coronavirus. Likewise with the many downfall of our heroes in medicine, several senior doctors who are very reliable in their fields have put all their energy into fighting this Coronavirus.

We need to be as citizens of Indonesia by helping him anticipate in a very crucial situation. By doing activities at home alone is enough to help the State in handling this Coronavirus. The government also pays attention to workers who are given daily wages because they are needed to fulfill their daily household needs. Hopefully the steps taken by the government can reduce the results of Coronavirus victims and can carry out further activities well.

Soal Softskill 1 Bahasa Inggris Bisnis 2

The new machine is processes 50 percent more than the previous machine.

Subject = The new machine, Verb = is, processes. Kalimat : salah

Explanation: The above sentence is wrong because there are two subjects (new machine) and verbs (is, process).

So it is necessary to use only one subject

The new machine processes 50 percent more than the previous machine.

English Assignment Revision

English Assignment Revision

Nama Kelompok :
Agnes Pricilia 20217265
Giva Vernando 22217573
Laurensius Haryo 23217286
Nixon Joselino Suki 24217523
Pesta Renika Hutabarat 24217705

FAKULTAS EKONOMI

UNIVERSITAS GUNADARMA

JAKARTA

2019

1.Report Text New Product About Samsung Galaxy S10

           The Galaxy S10 marks the 10th revision to Samsung's S-series of flagship smartphones, unveiled at Samsung's Unpacked 2019 press conference. For 2019 it's joined by a new sibling in the Galaxy S10e (a 'Lite' version), as well as the S10 Plus, and sees all-round upgrades to design, performance, photography and more.
This is the first in the line to include an ultrasonic in-display fingerprint sensor, and there are now three camera lenses at the rear. The S10 Plus even gains an extra camera at the front.
The new Infinity-O Dynamic AMOLED display is simply gorgeous, HDR10+ enabled with dynamic tone-mapping, and a punch-hole cutout for the selfie camera leaving masses of room for pure screen. It's larger too, with the trio adopting 5.8-, 6.1- and 6.4in displays.
"Galaxy S10 builds on [an] incredible legacy, and delivers breakthrough display, camera, and performance innovations. With four premium devices, each built for a consumer in mind, Samsung is leveraging a decade of industry leadership to usher in a new era of smartphone technology," said Samsung President DJ Koh.
The standard Galaxy S10 is a huge improvement over the S9, and we think well worth the upgrade. It's instantly recognisable as a S-series flagship, yet Samsung has managed to push the boundaries further and improve upon what was already a great-looking phone.
With a larger 6.1in screen it's a bit bigger than its predecessor, but both thinner and lighter. Samsung has revamped the front of the device, with a new colour-soaked AMOLED Infinity-O panel devoting maximum surface area to usable screen space (now up to 93.1% screen-to-body ratio), and an integrated super-accurate ultrasonic fingerprint sensor. At the back it's moved the camera module from a vertical to a horizontal position, and added two extra camera lenses.
The new triple-lens camera module comprises the existing 12Mp wide-angle lens with a variable aperture of f/1.5-2.4 with 16Mp, f/2.2 ultra-wide and 12Mp, f/2.4 telephoto lenses. The camera app has also been updated, and we're looking forward to giving it a whirl.

2. How to Describe Job

Bank Teller
         Bank teller main job is processing all cash transactions taking place in the bank. Bank teller also receives checks and cash for deposit, verify amounts, and check accuracy of deposit slips. Not only that, teller must record transactions by logging cashier's checks, traveler's checks, and other special services, but also preparing currency transaction reports. teller has to can to use computers, calculators, or adding machines to calculate daily transactions and enters customers' transactions into computers in order to record transactions and issue computer-generated receipts. Finally, teller makes reports and submit them to the bank manager.

Bank Teller Job Responsibilities:
         Serves customers by completing account transactions.
Provides account services to customers by receiving deposits and loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits.
Sells cashier’s checks, traveler’s checks, and series e bonds.
Answers questions in person or on telephone and refers customers to other bank services as necessary.
Records transactions by logging cashier’s checks, traveler’s checks, and other special services; preparing currency transaction reports.
Cross-sells bank products by answering inquiries, informing customers of new services and product promotions, ascertaining customers’ needs, and directing customers to a branch representative.
Completes special requests by closing accounts, taking orders for checks, opening and closing Christmas and vacation clubs, exchanging foreign currencies, completing safe-deposit box procedures, and providing special statements, copies, and referrals.
Reconciles cash drawer by proving cash transactions, counting and packaging currency and coins.
Reconciles loan coupons and other transactions.
Maintains supply of cash and currency and turns in excess cash and mutilated currency to head teller.
Complies with bank operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof.
Maintains customer confidence and protects bank operations by keeping information confidential.
Contributes to team effort by accomplishing related results as needed.

Pro’s of Becoming a Bank Teller:
Great Hours:  Let’s face it, bankers have pretty nice hours!  As a bank teller there is a considerable chance that you will have almost every US holiday off!  At some banks that time off will be paid!  When was the last time you had a job that gave you Columbus Day off?  Don’t let that fool you though, as a bank teller you are the lifeblood of the bank, do you really think you’re going to get all the time off you think you deserve?
Competitive Pay:  In today’s economy a lot of people are just happy to have a job, whether it be full or part time, and pay for their cost of living.  As a bank teller you will be working in an industry that has pay standards that have to be matched or exceeded by other employers for the same position.  Off hand this may not seem like a great pro; you may be asking yourself, “why is it a good thing to be getting paid the same as everyone else?”  The answer is simple, not all jobs or careers, in fact most, do not have industry standards, and your pay could be solely based upon your abilities as a sales person or negotiator/interviewee.  In the finance industry, due to it’s competitive nature, a floor for pay is well established.  In other words it’s not hard to figure out what you should be getting paid as a teller.

Con’s of Becoming a Bank Teller:
The Hours: I know I said above that Banker’s hours are great.  As with most things, there is a caveat to that statement, as the grunt, the workhorse and the foundation of the organization you’re expected, and one way or another you will be made aware of this, to perform above and beyond your job description.  That means coming in early, staying late and generally just getting the job done.
The Bureaucracy:  Bank’s are institutions that intermingle with the public and their elected representatives, also known as politicians, due to this precarious position they are also highly regulated.    Bank’s have lot’s of red tape!

The purpose of the doctor's delegation :
Delegating a task does not mean that the doctor is not competent to do it.  All of these tasks are contained in the Indonesian Doctors Competency Standards in 2012 and must be able to be carried out by doctors independently. In the world of work, the delegation of doctor's tasks needs to be done so that patients do not wait too long in the clinic or late to be treated.  Another reason, doctors sometimes can not be present on time during practice hours or during a room visit because they have to do medical procedures or operations that take no time.
However, there are doctors whose duties clearly cannot be delegated, namely the determination of the diagnosis and the patient's treatment plan.  This is the exclusive authority of doctors set in the law, as well as what distinguishes it from the nursing profession. Although the medical authority is not as big as a doctor, a nurse is not a doctor's aide as many people think.  This mindset often makes the relationship between doctors and nurses less harmonious. Not infrequently, doctors feel nurses work outside their authority or nurses feel doctors can only govern without seeing the actual conditions on the field.  In fact, doctors will not be able to treat and serve patients properly without the participation of nurses. As the spearhead of medical services, nurses are often the first person that patients encounter during treatment.  Therefore, its role is very decisive.  So if the doctor needs to delegate the task, treat the nurse as an equal partner.


3. Responding Complaints

3.1 Responding to Complaints

a. Don’t leave them hanging
One hour is the new one business day. More than 85 percent of customers think businesses should respond to emails within an hour, according to a survey by Toister Performance Solutions, a firm that focuses on customer service training. Similarly, 42 percent of customers expect one-hour response time on social media, according to a survey from the social media research project, The Social Habit.

Many customer complaints can’t be resolved in 60 minutes or less, but they can at least be addressed. If you need a few days to investigate the customer’s complaint, tell her so now, not after those few days. Your failure to respond might lead the customer to believe you’re not on top of customer service—or worse, that you don’t care, which only worsens the situation.

If you won’t be able to respond quickly, consider setting up an automatic response. With Keap, the completion of a “contact us” web form can trigger an email that tells the customer you’ll get back to her as soon as possible. While that email can’t resolve the complaint, it can reassure the customer that her message didn’t disappear into an online black hole.

b. Listen and apologize
No matter the business or the complaint, the first two steps to resolving a customer complaint are the same. Step one: listen to the customer’s experience in its entirety. Step two: apologize.

Ideally, these conversations would take place in person or on the phone, but that doesn’t mean Yelp reviews and Facebook comments should be ignored. Digital marketing strategist Jay Baer says businesses should address every complaint, on every channel, every time. “I’m not suggesting that the customer is always right,” Baer said in a webinar, Hug Your Haters: Customer Service in a Digital and Social World, “I’m suggesting that the customer is always heard.”

You don’t have to plead guilty to an offense every time a customer complains, but you do need to consider his point of view—to listen without interruptions. Make it clear that you understand why the customer is upset, even if you don’t agree with him. You may not be sorry that he simply didn’t like your product, but you can still be sorry that he had a disappointing experience.

The simple act of listening and apologizing can be therapeutic enough to resolve the problem. Researchers at the University of Nottingham in the United Kingdom conducted a study with two groups of eBay customers who had given negative feedback. In a request to withdraw the comments, one group was offered an apology that cited a manufacturer delay, while the other was offered a small amount of money. Ultimately, a simple “sorry” proved more valuable than the cash: 45 percent of participants withdrew their comments after receiving the apology, compared with only 23 percent of those offered compensation.

c. Focus on the solution
After you’ve listened to the customer’s complaint and apologized, you can offer your side of the story—not an excuse, but an explanation. A customer’s misunderstanding or lack of information could have contributed to his complaint, and learn more about your company’s intentions might help settle his emotions.

But keep it short: The more you say, the more you might create opportunities to start another argument. Instead, shift the conversation away from the problem and toward the solution.

Don’t make promises you don’t intend to keep: You’re not going to drastically change your company’s offerings or operations based on the opinion of one person. But maybe you’re going to talk with an employee or adjust a process that caused the problem in order to prevent it from happening again. By explaining the actions you’re going to take, you show the customer that you valued his feedback and gave it serious consideration.

If you can afford it, give the customer a financial incentive for a future purchase. If a restaurant settles a complaint by reducing the bill, the customer still might leave with a negative impression of the service. Offering a gift card compels the customer to come back for an additional—and hopefully, more positive—experience with your company. According to "Understanding Customers," it takes 12 positive experiences to overcome one unresolved negative experience with a business.


3.2. Respon to Complaints with Letter/E-Mail

Dear Andrew,

I sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty of resubmitting your listings that were incorrectly declined for Broken Site. According to my research, your listings that were declined for Blocked Site were also declined for Duplication of Results. This means that the keywords that you were attempting to add to your account, already existed in your account, and were seen as a duplicate of an existing listing. This means that the keywords you were hoping to add already exist in your account.

You are correct, after further review it was acknowledged that your site does not offer a product of service that Yahoo! does not to be affiliated with, and therefore the Blocked Site decline reason was an incorrect one. This decline reason did not affect the outcome of your submission.

The keywords that were declined for Insufficient Content, were declined correctly. You were attempting to bid on keywords like “business coach executive professional,” and “life and business coach,” but it is not clear if a user can actually find a business coach on your site, or if they will be referred to 3rd party for assistance with that request. If you were to offer more information on the “Locate an Executive Coach” section of your site, you could be approved for those keywords.

You may be interested to know that Yahoo! is developing a new advertiser interface that will offer business owners a more powerful advertising experience, and we plan to roll this interface out during the second half of this year.

I understand that there are several things in your account that you would like changed, and I would just like to let you know that we take advertiser feedback very seriously as we are always striving to improve our services. We welcome any additional feedback you may have.

Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing Yahoo! Search Marketing!

Sincerely,

[NAME]

Executive Services

Yahoo! Search Marketing

4. Asking and giving opinion

Expression of Asking and Giving Opinion. Our opinion about something is what we think or believe about it. In communication sometime we need someone’s opinion to overcome our problems since we feel difficult to solve.
Below are some expressions we can use to ask someone’s opinion and give our opinion to someone else. We will need to use these expressions in a discussion activity. For the information about Expression of Asking and Giving Opinion, let’s discuss about it.

Asking for Opinion :

What do you think?
What’s your opinion?
What are your ideas?
Do you have any thoughts on that?
How do you feel about that?
Do you agree?
Have you got any comments on …..
Do you have any idea?
Do you have any opinion on …
Would you give me your opinion on……….?
What is your reaction to ……
What is your opinion about……….?
What are you feeling about………….?
What are your views on……….?
Please give me your opinion ….
What do you think about … (this)?
Do you think that’s right?
What’s your view?

Giving Opinion :
I hold the opinion ….
My own view of the matter is ……
Well, personally …….
If I had my view, I would …..
If I were you
I think…
I don’t think …
I believe…
I don’t believe …
In my opinion,
For me,
Personally, I think …
I feel (that) …..
I don’t feel (that) …..

Dialog Asking and Giving Opinion
Situation: choosing a dress in a department store.

Naima: I love these two dresses. But I have to choose one. What do you think? Which one is suited to me?
Naomi: I think the dress which has peach color is suited to you.
Naima: really? But the blue one has a beautiful design.
Naomi: You’re right. But it seems too big to you isn’t it?
Naima: yea…
Naomi: I have an idea! Let’s find a dress which has peach color, but the design is similar to the blue one?
Naima: yeah… That’s sounds good!

ENGLISH ASSIGNMENT 2

MAKALAH BAHASA INGGRIS

Nama Kelompok :

1.     Agnes Pricilia                                                                20217265

2.     Giva Vernando                                                             22217573

3.     Laurensius Haryo Yudi                                               23217286

4.     Nixon Joselino Suki                                                      24217523

5.     Pesta Renika Hutabarat                                               24217705

FAKULTAS EKONOMI

UNIVERSITAS GUNADARMA

JAKARTA

2019

11.     Describe a Product

Hallo, Nice to meet you all today.

How are you today ? Let me introduce myself. My name is Desti. I’m from pharmacy company. I will tell you about the best product of our company, it is Smart Detox. You are already familiar with the name of Smart Detox, is not it ? Yes, Smart Detox is one of the best way to get healthy life with the modern way for all of you who want to get the optimal healthy with the best appearance and ideal weight.

Smart Detox is a detoxification program brand that relies on quality and trusted supplement products from Synergy WorldWide which is a Smart Nutritition and Food Supplement brand from America that has 40 years of experience and is in 70 countries, with FDA Approval certification, making the name Smart Detox popular because it is able to provide considerable satisfaction for many people.

Smart Detox has a smart and modern way because anyone can do it either male or female and also old or young. With detoxification methods that have been trusted from ancient times as an effective way that has been proven to help remove toxins in the body that causes all kinds of diseases and disruption of body metebolism that causes obesity or obesity.

Smart Detox has a smart and modern way because anyone can do it either male or female and also old or young. With detoxification methods that have been trusted from ancient times as an effective way that has been proven to help remove toxins in the body that causes all kinds of diseases and disruption of body metebolism that causes obesity or obesity.

In general, the benefits of detoxification for bodily health are numerous. Likewise with the smart detox program conducted 20-40 days, the benefits are not much different.

1. Helps Lose Weight

 2. help Increase Stamina

3. Helps Increase Endurance

4. Stay Young

5. Helps Prevent Free Radicals

6. Helps Heart Performance

Get the further information, free consultation, and interesting price from us for all of you who want to change your life style to be healthier, get your ideal weight, and lose your weight until 21 kg in 20 days only. Call our customer service by Chat, Whatsapp, or LINE in 082281800488 and BBM : 585B2E94

22.     How to Describe Job

a.       What Is a Job Description?

A job description summarizes the essential responsibilities, activities, qualifications and skills for a role. Also know as a JD, this document describes the type of work performed.

A job description should include important company details — company mission, culture and any benefits it provides to employees. It may also specify to whom the position reports and salary range.

An effective job description will provide enough detail for candidates to determine if they’re qualified for the position.

b.      Job Title

Make your job titles specific. Targeted job titles are more effective than generic ones, so be precise by including key phrases that accurately describe the role.

Avoid internal lingo that may confuse the job seeker. Stick to standard experience levels like “Senior” rather than “VI” or other terms people are less likely to look for.

c.       Job Summary

Open with a strong, attention-grabbing summary. Your summary should provide an overview of your company and expectations for the position.

Hook your reader with details about what makes your company unique. Your job description is an introduction to your company and your employer brand. Include details about your company culture to sum up why a candidate would love to work for you.

Include an exact job location. Provide an exact job location to optimize your job posting so it appears higher in job search results.

d.      Responsibilities and Duties

Outline the core responsibilities of the position. Make sure your list of responsibilities is detailed but concise. Also emphasize the duties that may be unique to your organization. For example, if you are hiring for an “Event Management” role and the position requires social media expertise to promote events, include this detail to ensure candidates understand the requirements and can determine if they’re qualified.

Highlight the day-to-day activities of the position. This will help candidates understand the work environment and the activities they will be exposed to on a daily basis. This level of detail will help the candidate determine if the role and company are a right fit, helping you attract the best candidates for your position.

Specify how the position fits into the organization. Indicate who the job reports to and how the person will function within your organization, helping candidates see the bigger picture and understand how the role impacts the business.

e.       Qualifications and Skills

Include a list of hard and soft skills. Of course, the job description should specify education, previous job experience, certifications and technical skills required for the role. You may also include soft skills, like communication and problem solving, as well as personality traits that you envision for a successful hire.

Keep your list concise. While you may be tempted to list out every requirement you envision for your ideal hire, including too many qualifications and skills could dissuade potential candidates.

Describe a Job to others :

Ex : My sister is a bank teller. Her main job is processing all cash transactions taking place in the bank. she also receives checks and cash for deposit, verify amounts, and check accuracy of deposit slips. Not only that, she must record transactions by logging cashier's checks, traveler's checks, and other special services, but also preparing currency transaction reports. She has to can to use computers, calculators, or adding machines to calculate daily transactions and enters customers' transactions into computers in order to record transactions and issue computer-generated receipts. Finally, she makes reports and submit them to the bank manager.

33.      Responding Complaints

3.1 Responding to Complaints

a. Don’t leave them hanging

One hour is the new one business day. More than 85 percent of customers think businesses should respond to emails within an hour, according to a survey by Toister Performance Solutions, a firm that focuses on customer service training. Similarly, 42 percent of customers expect one-hour response time on social media, according to a survey from the social media research project, The Social Habit.

Many customer complaints can’t be resolved in 60 minutes or less, but they can at least be addressed. If you need a few days to investigate the customer’s complaint, tell her so now, not after those few days. Your failure to respond might lead the customer to believe you’re not on top of customer service—or worse, that you don’t care, which only worsens the situation.

If you won’t be able to respond quickly, consider setting up an automatic response. With Keap, the completion of a “contact us” web form can trigger an email that tells the customer you’ll get back to her as soon as possible. While that email can’t resolve the complaint, it can reassure the customer that her message didn’t disappear into an online black hole.

b. Listen and apologize

No matter the business or the complaint, the first two steps to resolving a customer complaint are the same. Step one: listen to the customer’s experience in its entirety. Step two: apologize.

Ideally, these conversations would take place in person or on the phone, but that doesn’t mean Yelp reviews and Facebook comments should be ignored. Digital marketing strategist Jay Baer says businesses should address every complaint, on every channel, every time. “I’m not suggesting that the customer is always right,” Baer said in a webinar, Hug Your Haters: Customer Service in a Digital and Social World, “I’m suggesting that the customer is always heard.”

You don’t have to plead guilty to an offense every time a customer complains, but you do need to consider his point of view—to listen without interruptions. Make it clear that you understand why the customer is upset, even if you don’t agree with him. You may not be sorry that he simply didn’t like your product, but you can still be sorry that he had a disappointing experience.

The simple act of listening and apologizing can be therapeutic enough to resolve the problem. Researchers at the University of Nottingham in the United Kingdom conducted a study with two groups of eBay customers who had given negative feedback. In a request to withdraw the comments, one group was offered an apology that cited a manufacturer delay, while the other was offered a small amount of money. Ultimately, a simple “sorry” proved more valuable than the cash: 45 percent of participants withdrew their comments after receiving the apology, compared with only 23 percent of those offered compensation.

c. Focus on the solution

After you’ve listened to the customer’s complaint and apologized, you can offer your side of the story—not an excuse, but an explanation. A customer’s misunderstanding or lack of information could have contributed to his complaint, and learn more about your company’s intentions might help settle his emotions.

But keep it short: The more you say, the more you might create opportunities to start another argument. Instead, shift the conversation away from the problem and toward the solution.

Don’t make promises you don’t intend to keep: You’re not going to drastically change your company’s offerings or operations based on the opinion of one person. But maybe you’re going to talk with an employee or adjust a process that caused the problem in order to prevent it from happening again. By explaining the actions you’re going to take, you show the customer that you valued his feedback and gave it serious consideration.

If you can afford it, give the customer a financial incentive for a future purchase. If a restaurant settles a complaint by reducing the bill, the customer still might leave with a negative impression of the service. Offering a gift card compels the customer to come back for an additional—and hopefully, more positive—experience with your company. According to "Understanding Customers," it takes 12 positive experiences to overcome one unresolved negative experience with a business.

3.2  Responding to Complaints with Letter/E-Mail

Dear Andrew,

I sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty of resubmitting your listings that were incorrectly declined for Broken Site. According to my research, your listings that were declined for Blocked Site were also declined for Duplication of Results. This means that the keywords that you were attempting to add to your account, already existed in your account, and were seen as a duplicate of an existing listing. This means that the keywords you were hoping to add already exist in your account.

You are correct, after further review it was acknowledged that your site does not offer a product of service that Yahoo! does not to be affiliated with, and therefore the Blocked Site decline reason was an incorrect one. This decline reason did not affect the outcome of your submission.

The keywords that were declined for Insufficient Content, were declined correctly. You were attempting to bid on keywords like “business coach executive professional,” and “life and business coach,” but it is not clear if a user can actually find a business coach on your site, or if they will be referred to 3rd party for assistance with that request. If you were to offer more information on the “Locate an Executive Coach” section of your site, you could be approved for those keywords.

You may be interested to know that Yahoo! is developing a new advertiser interface that will offer business owners a more powerful advertising experience, and we plan to roll this interface out during the second half of this year.

I understand that there are several things in your account that you would like changed, and I would just like to let you know that we take advertiser feedback very seriously as we are always striving to improve our services. We welcome any additional feedback you may have.

Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing Yahoo! Search Marketing!

Sincerely,

[NAME]

Executive Services

Yahoo! Search Marketing

BAHASA INGGRIS BISNIS 1

MAKALAH BAHASA INGGRIS

Nama Kelompok :

1.     Agnes Pricilia

2.     Giva Vernando

3.     Laurensius Haryo Yudiantoro

4.     Nixon Joselino Suki

5.     Pesta Renika Hutabarat

FAKULTAS EKONOMI

UNIVERSITAS GUNADARMA

JAKARTA

2019

1.         Type of Formal Letters

a.         Order Letters / Inquiry letters

These order letters are usually sent by consumers or business people to producers, retailers or wholesalers to order goods or services. These letters contain certain information such as model number, product name, desired quantity and expected price along with a price list. Payments are also sometimes included with this letter.

b.         Sales Letters

Sales letters are used to promote certain products and services. A sales letter must clearly state the advantages of using certain products because with this letter you are trying to promote to others about the product. Ideally, a sales letter should highlight an important problem and then explain how the problem can be solved using your product.

c.         Acceptance letter

Acceptance Letter or Accepting Letter is a type of letter written to communicate a positive response towards job offer, invitation, gift, offer, contract, scholarship and other matters which require the intended. Acceptance Letters are most widely used by prospective employers who have received a job offer. It is professional etiquette to do so as it shows your gratitude, reaffirms the details and conditions of the offer. It also removes any misunderstanding on part of the either party. Accept letter is also a formality; this is because even if you have verbally accepted the offer, you have to confirm it on document.

d.         Claim Letter

A claim letter is a persuasive letter sent by a customer to a business or agency to identify a problem with a product or service and can also be referred to as a letter of complaint.

e.         Adjusting a Claim

An adjustment letter is usually sent in response to a claim or complaint. If the adjustment supports the customer, start the letter with the news. If not, keep the factual tone and let the customer know that you understand the complaint.

f.          Apology letters

           Apology Letter is a letter written simply to apologise to someone for one’s mistake. A letter of apology is also a mean to mend up broken or troubled relationship between two people or two organisations. Sometimes apologising in-person is not easy because of inflated egos or when both parties are guilty; here a written apology can break the ice between two parties. Sometimes we don’t have apt communication skills to apologise face to face; here too letters can act as mediator between two offended parties.

g.         Cover Letters

A cover letter is one that is sent along with your CV, when you apply for a job. The purpose of the cover letter is to get a positive response from your prospective employer by highlighting the plus points in your curriculum vitae.

h.         Letters of Resignation

When an employee plans to leave his job, a resignation letter is usually sent to the manager directly and provides information about when the last day of work. In many cases, employees will also clarify their reasons for leaving the company.

i.          Letters of Recommendation

Recommendation letters are also commonly used as one of the must-have letters if someone wants to continue their education to a higher level. Letters of recommendation may be given by previous employers, professors / teachers, or other competent persons. This letter usually describes a good professional relationship between the sender and the job seeker.

2. Introducing Yourself

In this example, Peter and Jane are meeting for the first time at a social event. After greeting each other, they begin by asking simple personal questions. Working with a friend or classmate, take turns practicing this role-play.

·         Peter: Hello.

·         Jane: Hi!

·         Peter: My name is Peter. What's your name?

·         Jane: My name is Jane. Nice to meet you.

·         Peter: It's a pleasure. This is a great party!

·         Jane: Yes, it is. Where are you from?

·         Peter: I'm from Amsterdam.

·         Jane: Amsterdam? Are you German?

·         Peter: No, I'm not German. I'm Dutch.

·         Jane: Oh, you're Dutch. Sorry about that.

·         Peter: That's OK. Where are you from?

·         Jane: I'm from London, but I'm not British.

·         Peter: No, what are you?\

·         Jane: Well, my parents were Spanish, so I'm Spanish, too.

·         Peter: That's very interesting. Spain is a beautiful country.

·         Jane: Thank you. It is a wonderful place.

Key Vocabulary

In the previous example, Peter and Jane are introducing themselves. Several important phrases that they use in this exchange are:

·         My name is...

·         Where are you from?

·         I'm from... (city, state, or country)

·         Are you... (Spanish, American, German, etc.)

Introducing Other People

Introductions in Formal Situations

Introductions can occur between more than two people, for example at a party or at a business meeting. When you meet someone for the first time, it is common to greet them by saying, "It's a pleasure to meet you," or "Pleased to meet you." It is polite to respond by repeating the statement back at them, as Mary does in this example:

·         Ken: Peter, I'd like you to meet Mary.

·         Peter: It's a pleasure to meet you.

·         Mary: It's a pleasure to meet you too!

·         Ken: Mary works for...

Introductions in Informal Situations

In informal situations, especially in North America, introductions are also made simply saying, "This is (name)." It is also common to just say "Hi" or "Hello" as a response in this informal setting.

·         Ken: Peter, this is Mary.

·         Peter: Hi. How are you?

·         Mary: Hello! Pleased to meet you.

·         Ken: Mary works for...

Common Introductory Phrases

As you can see in the previous examples, there are a number of different phrases that are commonly used to introduce strangers:

·         (name), I don't think you've met (name).

·         I don't think you know (name)

·         May I introduce you to (name)

·         (name), do you know (name)?

·         (name), I'd like you to meet (name)

3. HOW TO: TALK ON THE PHONE IN ENGLISH

Step by Step Guide:

·         Begin any call with a greeting, and introduce yourself (‘Good morning, it is Lily calling’).

·         Once introductions are complete, state your purpose and, if the person who answers the call is not who you are  ringing to speak to, politely ask for the person you want (e.g. ‘I am ringing about…’; ‘Could I please speak to...’).

·         When receiving a call where the purpose is not clear, make sure your inquiries are made courteously (e.g. ‘What can I help you with?’). If uninterested, decline politely before ending the call (e.g. ‘I’m sorry, but I am not interested, thank you’).

·         To end a call, sign off with ‘goodbye’ and perhaps an appropriate pleasantry (e.g. ‘It was a pleasure talking to you’).

·         You may also here wish to confirm any plans made or information exchanged (e.g. ‘I will see you at your office on Wednesday at 3 pm for the interview’).

·         If the appropriate person is not available then leave/take a message. To do this, follow the same rules as above, ensuring you leave/take any necessary contact details (e.g. ‘Hello, it’s Frank…no, sorry, Thomas is not here at the moment, but if you leave your name and number I will tell him to call you back’).

Phone Vocabulary:

Formal/Informal Vocabulary:

When talking on the telephone, it is important to use the correct level of formality.

If talking to someone you are close to, such as a friend or a sibling, you may want to tell a silly joke or use informal language, such as using ‘hey’ as a greeting.

However it can be rude and/or unprofessional to be too informal when talking to certain people. (For example, current or potential future employers.) Generally speaking, use a polite greeting, refer to them as ‘Mr …’; ‘Mrs …’, or 'Miss...' and be courteous in your tone and choice of language: use ‘can’, ‘may’, ‘would’ and ‘could’.

  

Difficult Vocabulary:

Some phrases commonly used on the telephone can be confusing.  Some of these are explained below:

·         ‘This is he/she’: this is the person you are asking for.

·         ‘I didn't catch that’: I didn't hear that.

·         ‘Give me a buzz later’: ring me later.

·         ‘Please hold’: I have to leave the call for a moment, please stay on the phone.

·         ‘Hang on’: wait for a moment.

·         ‘Hang up’: end the telephone call.

General Tips:

• Prepare what you’re going to say before the call to organize your ideas and provide support for you if you get confused.
• Always remain polite and use ‘please’ and ‘thank you’.
• Speak slowly and clearly in plain English.
• If you are having trouble understanding the person on the phone, you can explain that you are still learning English. Politely ask them to please speak more slowly or to repeat what they said.

 Practice both social and formal phone conversations in English with a friend, using this post as a guide. In no time you will be comfortable and relaxed on the telephone no matter who you are talking to!

Vocabulary Used:

·         Courteously: in a polite manner.

·         Pleasantry: a polite social remark.

·         Formality: stiffness of behavior or style.

4         4.      The company's organizational structure

1.         CEO

            The CEO stands for Chief Executive Officer, meaning the Highest Executive Officer.

2.         President Director

            President Director is the person who has the largest share in the company.

3.         Vice President Director

Vice President Director is a person who represents or is a representative of the President Director.

4.         Commissioner

            Commissioner is a shareholder of both small and large-value shares in a company.

5.         Director

            Director is someone who is appointed to lead or who has his own company.

6.         General Manager

General Manager is someone who is appointed to be responsible for some part of the company or office.

7.         Assistant Manager

Assistant Manager or deputy manager is a person who is assigned to help the work of managers, be it senior, general manager.

8.         Leader

The leader whose position is under the supervisor, is tasked to lead one part in a company.

9.         Staff

Staff are workers, employees who are employed in accordance with the fields and positions in the company such as finance, warehouse, purchasing, bookkeeping, staffing and so on.