From Complaints to Confidence: Service Recovery Training at TMII

On December 8, 2025, the final session of our Community Development (ComDev) series at Taman Mini Indonesia Indah (TMII) was led by Andrew, who delivered an insightful lecture on “Polite Complaint Handling & Service Recovery.” This closing topic was designed to equip frontline staff with the language and strategies needed to respond to visitor concerns with professionalism, empathy, and clarity.

The training emphasized three key skills: showing empathy, apologizing sincerely, and offering solutions in simple English. Andrew guided participants through practical role-play scenarios, such as handling long queues, missing information, or sudden schedule changes. Staff practiced phrases like “I’m very sorry for the delay,” “Thank you for your patience,” and “Let me find the best solution for you.” These expressions not only help resolve issues but also reassure visitors that their concerns are taken seriously.

Beyond language practice, Andrew highlighted the importance of maintaining a calm and respectful tone, even in challenging situations. By combining empathy with clear solutions, staff learned how to transform complaints into opportunities for building trust and strengthening TMII’s reputation for hospitality. The session closed the ComDev series on a powerful note, reminding everyone that excellent service is not just about avoiding problems—it’s about how we respond when they arise.