NATIONAL LEARNING SERVICE

BUSINESS AND TOURIST SERVICES CENTER

BUCARAMANGA REGIONAL

CELLPHONE CASE TEST

OBJETIVE: PRESENT THE ACTIVITY ABOUT THE CELLPHONE CASE AND ANSWER THE
QUESTION

APPRENTICE: JESUS ALBERTO PRIETO DIAZ

PROGRAM: BUSSINESS OUTSOURCING PROCESS
NRO OF FILE: 2071755

Bucaramanga, April 22th 2020

In a customer service point from CELLPHONE S.A Company, the following situation occurs:

Mr. Ramirez, owner of the company, has had an employee for the last 10 years, Mr.
Joaquin, who works selling cell phones, accessories and offers screen changes and system
reparation services, for all kind of cell phones.
This service point has a lot of clients due to the good work developed by this employee.
And now is necessary, to hire a new employee to increase the capacity of the company.
Mr. Joaquin was responsible for teaching the new employee the functions of this business;
explaining the products they sell, prices and everything related to customer service,
emphasizing that Customer is first.
Regarding the reparation services, the employee is still in a learning process about how
they performance the different services required by the clients.
Mr. Joaquin makes daily consignation of the received money at 11 a.m. or 4 pm. The
customer services point is open from 8 a.m. to 6 pm.
While Mr. Joaquin goes to the bank, the new employee is alone at the service point. This
employee has performed a god job in his learning process.

And then, the following situation occurs:

An in a hurry customer arrives because his cell phone screen got broken and he wants it
fixed as soon as possible. The new employee is alone and tells him that he can fix it, but
that due to the complexity of the damage, while changing the glass, the display can be
damaged, and this could be more expensive.
The client tells him that it does not matter if something happens, that he takes
responsibility, that please fix it and he will be back in one hour.

An hour later when Joaquín arrives at the service point, the employee is very concerned
because the display was damaged while repairing it.

Joaquín shouted to the scared employee… what have you done? Since you have not been
trainee to do this?
At that moment the client arrived, and he said, then I do not assume this damage because
you were not in capacity to repair this.

QUESTIONS
1-How this situation could be avoided?

- These kinds of situations can be avoided by training staff in a more honest and
ethical way. Clearly, the new employee was not prepared for this situation, but his
actions were not his own either, since he was aware of his work capacity, obviously
the person in charge of him should not act with disrespect either. Therefore, there
must always be effective communication both internally for a company and for its
external public. This is avoided by doing better training and job communication.

2- How was the attitude of Joaquín towards the new employee? Right or wrong?

- I think Joaquin acted in wrong way because, the new employee try to do his best
but in this kind of situation we need to act in a polite way, with patient and
empathy with other, because obviusly the company never want to make a
mistakes but that’s the only way to learn. When exist a problem like this the idea is
trying to fix it the soon as posible, not make worst the situation.

3. Was right or wrong the attitude of the new employee towards the client?

- For me, his attitude could been better because, okey. He trying to do that work
alone but he knew he had no knowledge of that and yet he accepted. Maybe if he
say the truth maybe he lost a client in that moment or maybe the client
understand and waiting for the other employee or past latter. I don’t know many
things could happen but if he told the to the client he didn’t know and the people
in charge that it’s in off that’s a better way to do these kind of thing to avoid that
problems in bought sides.

4.-What does the company CELLPHONE S.A need to do to improve to give a good service?

- The comapany need to said clear the rules or maybe explain better the ways of his
homework, because we need to training better the personal if we want to do his
job in a well way, we don’t put people in the store when that people is learning ,
first we need to teach and them trying to open the door stap for stap until the
company recognize that personal knows how do byself the things.

5-Who should take responsibility for the damage of the display? And why?

I think the responsibility correspond to company because is truth when the customer say
“I do not assume this damage because you were not in capacity to repair this.” And that’s
truth. The new employee don’t have the capacity to fix the scream and yet he do that
maybe if he wait for the Mr. Joaquin the story could be other. If we don’t have the
habilities to do the thing and yet we do, we commit the worst mistake in the name of the
company like as employee.