Conversation: customer complaint in the supply chain
GAES Members
CRISTIAN MAURICIO DE LA CRUZ PANTOJA
KATINA MARIA FERNANDEZ TAFUR
KAROL INES RIASCOS AGUIÑO
INSTRUCTORA
NANCY CARRILLO MORA
FICHA
2282526
SERVICIO NACIONAL DE APRENDIZAJE SENA
CENTRO DE FORMACION SERVICIOS FINANCIEROS
DISTRIBUCCION FISICIA INTERNACIONAL
BILINGUISMO
BOGOTA D.C JUNIO 2021
Conversation
Katina: Hi Good morning! Do I contact Mrs. Sarah Jones?
Sarah: talk to her. Like who I'm talking about?
Katina: very happy, my name is Katina Fernandez work for the company PACE
RUN, the reason for my call is to address your complaint about our product.
Sarah: I'm totally disappointed with your company.
Katina: ok. Ms Jones. First of all thank you very much for answering the call. I
would like to know what happened to our product, would you be so kind as to
explain to me a little.
Sarah: I ordered some of your product and the delivery process took longer
than expected.
Katina: When did you buy our product?
Sarah: I bought it two weeks ago, I was told it would be on Wednesday morning
and it's been a week and they didn't deliver the products to me. I chose you
because you said you were going to ship my order very quick, but it was not like
that.
Katina: Is there a specific way you would like to follow up on your case? I could
give you a call or email you.
Sarah: Your delay caused me money and Now I want my money back.
Katina: Mrs. Jones I understand your annoyance, for this reason I will contact
the area in charge of the delivery of your product, and I will inquire because
your product was not delivered, we apologize for the inconveniences presented
and in advance we will look for a prompt solution. We ask Ms Jones to give us a
short wait so that we can an assertive answer of what sucedió.
Sarah: OK
Katina: "calling the logistics area of distribution..............."
Karol: hello my name is Karol I am in charge of the distribution of the
products....
Katina: hello Karol, my name is Katina Fernandez in charge of customer service
, the reason for my call was to know the reason why the product was not
delivered to Mrs. Jones?
Karol : regarding that we had a problem last week, many products were not
delivered, since we had failures in the system but we are already taking care of
making the respective deliveries.
Katina: well Karol, I have Mrs. Jones angry since her products have not been
delivered in the agreed time. Anyway thank you for your information I will be
contacting the boss to find a solution you tell me what day will be the delivery to
have the date?
Karol: tomorrow afternoon Mrs. Jones will have her products in the right place.
Katina: thanks Karol for the information.
Katina: "calling the boss..........."
Cristian:Hi, like who I speak?
Katina : hello boss I am Katina Fernandez of the support area I present an
inconvenience with Mrs. Jones she made the purchase of some products but
they did not reach her, I contacted the logistics area and they had some
problems with the system, but they indicate that the product will be delivered
tomorrow in the afternoon. But Mrs. Jones wants her money. What should I do?
Cristian: the first thing is to contact the customer again and apologize and
explain that we had problems in the system but that they have already been
solved and their products will be delivered tomorrow in the afternoon. But if she
refuses to receive them offer her a 50% discount on the product she wants for
her next purchase.
Katina: ok boss. I understand I will contact Ms Jones again
Katina: "calling Mrs. Jones..................................
Sarah: hello who do I have the pleasure of talking to?
Katina: hello Ms Jones again with Katina Fernandez. I wanted to indicate that
we had problems in the delivery area with the system to indicate that the
products will be delivered tomorrow apart from a discount of 50% of the product
you want for your next purchase. do you agree ms jones?
Sarah: ok okay I wait until tomorrow.
The next day.......
Katina: hello Mrs. Jones my name is Katina Fernandez we contacted yesterday
with your request. The reason for my call is to check if you were delivered the
products?
Sarah: Oh, yes, thank you! I did. I received some assistance.
Katina: That is great. I would like to know how satisfying the solution was for
you.
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