INTERACTION WITH CLIENTS (TAKING PHONE

CALLS/COMPLAINTS/TAKING
MESSAGES/REQUESTING AND GIVING DETAILED INFORMATION)
EVIDENCE 2.

RUDY GALINDO HERRERA

JIMMY ALEXANDER GONZALES
CRISTHIAN DANIEL MORENO AMAYA

INSTRUCTOR: HARRY ESTUPIÑAN.

SERVICIO NACIONAL DE APRENDIZAJE SENA

CENTRO DE SERVICIOS FINANCIEROS
TECNOLOGO EN GESTION EMPRESARIAL
FICHA 2066735 RUTA 2
BOGOTA
2020
 INTERACTION WITH CLIENTS (TAKING PHONE
CALLS/COMPLAINTS/TAKING
MESSAGES/REQUESTING AND GIVING DETAILED INFORMATION)

1. Work in small groups and discuss the following situations.

- Have you ever worked in customer service? If so, describe this experience. Ask
your
partners about their experience.

i remenber that working in customer service is helping many people solve

problems. some people claim very furious. once I had to help some drunks
and they almost beat me.
-Give a couple of examples related to customer complaints.
breach of services.

selling bad services

poor quality products

How do you think you could help a customer who is complaining about a delay in a

product’s delivery?

Asking the customer for purchase details.

Checking the system for data errors.
Confirming the arrival day of the product.

word Traslation Meaning

Deal-with Acting, behaving or
Tratar con proceeding [a person] in
a certain way in relation
to others or to animals.

store tienda
Establishment in which
any type of consumer
 product is sold.
ship barco Vessel with a concave
bottom and a deck,
especially that of large or
medium tonnage.

fix arreglar
Put a certain thing in
order or rule.
Sales manager Gerente de ventas Person who by trade is in
charge of directing,
managing or
administering a society,
company or other entity.

package paquete
Object or set of objects
that are tied or wrapped
forming a block to be
transported.
delay retraso
Action of delaying or
delaying in time.

deliver entregar
Put a thing or a person in
the power of someone or
under their responsibility.
customer support Atención al cliente
loyal leal
That he is incapable of
betraying or deceiving,
acts with respect and
fidelity to his moral
principles, to his
commitments or to the
person who helps him
warehouse Almacén
Local used to deposit or
store a large number of
articles, products or
merchandise for later
sale, use or distribution.
ales receipt Recibo de venta Document in which there
 is proof of the
accomplishment of
something, particularly of
having made a payment,
collection, delivery,
purchase, etc.

item Articulo
Product or object that is
bought or sold.
order Pedido Order of goods that is
made to a manufacturer
or a seller.

dispatch-sent Envió enviado

Thing that is sent from
one place to another.

2.1.1. Watch the video about dealing with difficult customers at

https://www.youtube.com/watch?v=WftgJjk_ggA 1
Identify why the customers are complaining and describe each case.

Case 1:
According to the video case one, it is about Angry Customer. in a warehouse
they sell a sofa with a hole to a loyal customer.
.

Case2. According to video case two, it is about an irritated customer. A

customer bought a gift for her friend on her birthday at a store and it has not
arrived.

Case 3. According to video case three, it is about Costumer to solve a

problem. A customer buys an audio device, but it doesn't work. It only works
with an HDMI cable that was not included in the purchase.

2.1.2. Now watch a second video about LAST approach at

https://www.youtube.com/watch?v=dnpMqQnt8WY 2

- what is the definition they give for customer service?

Costumer service is to offer a good treatment to the client, making him feel
comfortable, happy, solving his problems.

- what kind of companies or businesses do you use customer service?

Hotels.
Restaurant
Hospital
Business

- mention at least 2 problems that might bring customer complaints

Very high product prices

Very long lines in warehouses
Some services do not work

- what is the word LAST to mean?

Good customer service when you have a problem

- Identify the principals, vocabulary and expressions for each one of the words
related to the LAST approach.

Listen: Find out what the problem is. What seems to be the problem?, how
can i help you?. what youre saying is… i really want to help you but your
language is getting in the way

Apologize: i am sorry you've had a bad experience

Solve: if you can solve; here is what were going to do to help you
If you can´t solve ; im not sure how to resolve your situation. let me
check with my supervisor

Tanks : thans you for letting know about this situation

2.4.Writing practice: Write down a small instruction bullets text for your model
company about "how to offer solutions to customer complaints" you can choose
between a pone call, a letter or a customer complaint at the office. Deliver the
document to your instructor.

Take into account:

- what the problem is and what department it belongs to

- give specific information related to what actions need to be implemented, giving a

coherent transition.

- add at least 5 tips to improve performance

1. Give a friendly and fast service

2. Always give a personalized treatment
3. listen carefully to the customer
4. Show respect to the consumer
5. give training periodically

Calling ……
Jimmy adviser: good morning are you communicated with Jimmy, how can I help
you?
Daniel client: good morning Jimmy, I'm calling to make a claim
Jimmy adviser: yes sir, who do I have the pleasure to talk to?
Daniel client: talk to Daniel Moreno
Jimmy adviser: I'm sorry to hear that Mr. Daniel, what is the problem?
Daniel client: my problem is that I already bought a watch in your online store for
15 days, and it has not arrived, on the page it said that the watch arrived in 10
days.
Jimmy advisor: To help you with your problem I need your order number please
Daniel client: My order number is 10-8-20-32
Jimmy advisor: Ok, I will check the information please stay online
Daniel client: alredy sir, I'm annoyed
Jimmy adviser: thank you for waiting Mr. Daniel, I have already verified and I am
very sorry about what happened, I will have to transfer you to the dispatch area to
solve your problem ... please wait online …….
Rudy advises: good morning you are communicated with the dispatch area, talk to
Rudy Galindo
Daniel client: good morning!
Rudy advises: who do I like?
Daniel client: With Daniel moreno
Rudy advises: Tell me, Mr. Daniel, how can I help you?
Customer Daniel: I have a problem with a watch I bought and it has not arrived
Rudy advises: Mr. Daniel, when did I make the purchase?
Daniel Client: September 13
Rudy advises: In this case we will verify your data, could you tell me your
telephone number and address?
Daniel client: My address is Carrera 115 # 151c 135 and telephone 5101820
Rudy advises: Confirming the information in the system, there is an error in the
address that you had provided
Customer Daniel: So when does the order arrive?
Rudy advises: I have the order again and will be arriving in a period of 2 days
Daniel client: Thank you
Rudy advises: Remember that I speak with Rudy until later ...