Complains, requirements and solutions to satisfy the customer needs.

Presentado por:
Anyela Nataly Reina Patiño

Servicio Nacional de Aprendizaje

Distribución Física Internacional 2104637
Centro de gestión de mercados, logística y tecnologías de la información
Regional Bogotá D.C

Septiembre de 2020
 Actividad de
proyecto 4

Actividad de aprendizaje 1: Establecer las características de los actores de la

cadena de abastecimiento según estrategias de gestión y políticas empresariales

Evidencia4: Complains, requirements and solutions to satisfy the customer needs.

El desarrollo de esta actividad es GRUPAL y su publicación es de forma individual.

1. Para desarrollar este primer punto deben consultar el material de apoyo e

identificar los ejemplos sobre quejas y solicitudes dentro de la cadena de
suministro en su proyecto o en un proyecto hipotético que le permita desarrollar
el ejercicio. Luego debe completar la tabla que se presenta a continuación
teniendo en cuenta el ejemplo dado y aplicando los temas gramaticales
solicitados.

Intente iniciar sus redacciones utilizando siempre los mismos sujetos de acuerdo
con cada columna (The customer------The supply Chain Manger)

Complains and requeriments Solutions

(Simple Past ed-did-did not)
The customer did not receive
information about arriving time of the
products
The customer expressed the desire to
trace the products.
1. The costumer did not find
coincidence between the original
and price and final price
2. The customer said there was no
application of the warranty
3. The customer did not see the same
characteristics of the product
match the one offered.
4. The consumers did not have
flexibility in the payment methods.
( Present Perfect have/has verb in
PP)
The Supply Chain Manager has
implemented the notification by mail of
the arriving times of the products or
services.
The Supply Chain Manager has
implemented an app in order for the
customer to trace the product delivery
process.
The Supply Chain Manager has decided
keep the original price.
The Supply Chain Manager has verified
and the warranty expired one year
ago.
The Supply Chain Managers have
examined the web and the stock to
give the product that the costumer
wanted.
The Supply Chain Managers have
reviewed payment so you can

5. The consumer received a product
that expires one month before its
receipt
6. The customer expressed his
unpleasure with the deficient after-
sales service
7. The costumer complained about
the lack of stock
refinance it.
The Supply Chain Manager has
changed the product with a new date
to expire the next year.
The Supply Chain Manager has sent
another operator to give a correct
service
The Supply Chain Manager has stocked
the winery

8. Para este punto deben tener en cuenta el documento “Dealing with difficult
Customers” y la sección “A few words to consider” en donde pueden identificar las
siguientes frases con relación al tema.
Luego tome una de estas frases y conviértanla en una pieza gráfica tipo cartel
para que los empleados de la compañía recuerden la importancia del cliente. La
frase acompañada de una imagen (Tenga en cuenta el ejemplo).

A few words to consider…

Our Customers
 Customers are the most important people …in person on the phone or by
mail.
 Customers are not dependent on us … we are dependent on them.
 Customers are not an interruption of our work… they are the purpose of
it.
 We are not doing them a favor by serving them… they are doing us a
favor by giving us an opportunity to do so.
 Customers are not someone to argue or match wits with. Nobody ever
won an argument with a customer.
 Customers are people who bring us their wants. It is our job to handle
them profitably, to them and to ourselves.
Ejemplo:
Aquí su pieza gráfica: