EVALUATING PRODUCT AND SERVICE

ROBINSON ALEXIS MANCO CANO

SENA

VIRTUAL

TECNOLOGÍA EN NEGOCIACIÓN INTERNACIONAL

MEDELLÍN

2020
 Hello Sandra, how are you, in this meeting we are going to touch on the issue of
the management process that the company has been handling and the deficits that
we have in terms of customer service and deliveries of material on our part.

Hello Robinson Of course, tell me what problems and deficits there are in this
regard or what problems have been seen or suggestions from customers because I
have also seen something in them and we must adapt to the changing society.
- Sandra: In these cases we have noticed that the assistants do not have the
best attitude to attend to customer requests and the cordiality they have is
very little for a company like this. What do you think we should do for their
attitude?         

- Robinson: I consider that we should cite them to know what problems they
have to give such attention, taking into account that they are the image of
the company in terms of attention to our clients, in case they do not comply
with the guidelines, we will make a memorandum or a contract cancellation
because we cannot allow the company to be affected by voice to voice in
that way just because there is no service attitude.         

- Sandra: ¿ But a cancellation of contract is not very advanced for a topic like

this ? Do you think the changes should be immediate? I consider that a
wake-up call is enough for them to improve their service attitude, taking into
 account that they are women with ages of 40 years and then we could affect
them to find employment again and since they have known about the
company for about 4 years that carry with us.          
- Robinson: Sandra but the thing is that if there is no attitude it is because there
is no desire to work and we cannot allow clients to dislike them for them, it is
the company that is losing markets for only 4 people we cannot allow 40 to
be left without work, we need the company to keep growing so please we
should talk to them so they can change or replace them with someone who
has an attitude. The changes are already taking place, we cannot take time
for the situation we are experiencing. In addition to not only this is what has
been affecting us because not only do they come with a wrong attitude but
also processing wrong orders, please let us know already about this, it
needs that cordiality is a pillar of attention and now with the problems of
offices because we must also go to analyze if they are problems of
assistants or offices.         

- Sandra: Of course Robinson, I already have a meeting with the winery but if
you want, we are going to validate because I have realized that they have
been making mistakes with the references of the materials, bringing cost
overruns and delays for deliveries , in recent months there are too many
orders purchase canceled for these issues.         
- Robinson: But how can this be possible? Is there no training on this? Who
validates how each invoice is dispatched? Who validates the packaging that
is made? How many personnel are there in the warehouse so that delivery
times or parameters are not met? We need root solutions, we require that
the company have a good name again, that the satisfaction of our current
clients open the doors to new ones. Taking into account the deficits,
immediate training is proposed for the warehouse area on the weekend,
making an investment of overtime payment and food for all, in the same way
it is requested that the person in charge of knowing how the order reception
process is, preparation, packaging and dispatch of the same to take
immediate measures, it is not going to allow continuous errors with these
issues.         
- Sandra: Of course, I have already validated with the person in charge, he
gave me the procedures and the shortcomings are direct from him, so he
does not know how to make a correct distribution of time or distribution of
functions to the personnel he has, in addition to sometimes the form of
Communication with them is not adequate, so I suggested changing your
attitude because this is not going to be allowed to happen in a company like
this, which is the most representative nationwide in the electrical material
distribution market.         
- Robinson: Perfect Sandra, thanks for the contribution and we require changes
this week we cannot give any further progress to these inconveniences,
please send a memorandum to the warehouse manager for the situation
presented in the treatment of the employee, to the assistants please
evaluate daily the attention they have to the client both by telephone and in
person and in the least wrong treatment please send a memorandum
because we are looking bad for the client.          
- Sandra: Of course Robinson, this will be implemented immediately in the
branch to be able to show results to managers, we must give the best face,
thank you         
- Robinson: Sandra something else, do you think the billing issue is okay? Are
collection issues addressed directly or should they be by branch? Well, we
will solve these issues later, but please prioritize deficit in customer service
and warehouse dispatches , we need efficiency, use of processes, assertive
communication and follow-up control of the affected areas. Thank you      
 2. Make a glossary of terms based on the supplementary material
mentioned, with the terms that have been useful in the creation of the
dialogue, this must be composed of the term and its definition in English; if
necessary, you can use the online monolingual dictionary of your choice.
- Effectiveness: It is an achievement to the results with optimization of time and
budget speaking of the field         
- Adaptability: It is facing changes in the best way to cope with situations of
change that arise along the way.         
- Organizational objective: follow the parameters of the company in order to get
where you want both in services and sales.         
- Benefits: Reason why work is carried out in a company or why the companies
are created.         
- Time reduction: it is sought to optimize resources and deliver results in
accordance with the objectives and what the company expects .         
- Immediate implementation: give action plans and apply them quickly so as not
to continue with bad results or deficits in what the company has.