Evidencia Saying what your role is PDF

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Evidence 5: SAYING WHAT YOUR ROLE ISMembers:SEBASTIAN GOMEZ LONDOÑONational Apprenticeship Service-SENAFinancial Services Center International Physical DistributionMail: glondonosebas@gmailFile: 2282524Colombia, June 20th, 20211. CASE:I’m totally disappointed with your company. I ordered some of you...

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Evidence 5: SAYING WHAT YOUR ROLE IS

Members: SEBASTIAN GOMEZ LONDOÑO

National Apprenticeship Service-SENA

Financial Services Center International Physical Distribution

Mail: [email protected]

File: 2282524

Colombia, June 20th, 2021

1. CASE: I’m totally disappointed with your company. I ordered some of your product and the delivery process took longer than expected. I chose you because you said you were going to ship my order very quick, but it was not like that. Your delay caused me money and Now I want my money back.

2. CASE SOLUTION Customer Customer Service

− Hello, good afternoon, I am interested in speaking with Nancy Carrillo, may I contact her?

− Hello, good afternoon, yes, this is her, who am I speaking to?

− I am Sebastian Londoño from Amazon, I am calling you since you are one of our potential customers and I am here to attend your complaint regarding the delay of your products.

So, Mrs. Nancy, thank you for taking my call. But before I continue, I would like to ask you a few questions regarding your case.

1 When did you purchase our products?

2 Where did you purchase our products? 3 What happened after the purchase?

− Sure Sebastian, look I purchased your products on June 11th of this year, I bought them through your website as I usually do. When I place an order, it is supposed to take between 3 to 5 business days and it has been 9 days and nothing has arrived, this is a big delay and making me lose customers and money.

− I understand Mrs. Nancy, may I know what type of products they were?

− Of course, I bought Biotins, vitamins c, vitamins e and collagen, since I find quality from good laboratories and very good prices in large quantities, but this time I have been left wrong and I reiterate that you have made me lose money.

− I understand Mrs. Nancy. Look, I will contact the area in charge of the dispatch of your products and as soon as they give me a prompt answer, I will contact you. But I would like to know at what time and where I can send a response to your case?

− Sure look, my email is [email protected] and with the schedule of response there is no problem because I would like to have a prompt response.

− Thank you very much for the information provided and of course you will have a prompt response to your case, remember that I speak with Sebastian Londoño.

Email from Amazon Inc to Success group to follow up on the complaint of Mrs. Nancy Carrillo.

United States, June 20, 2021

Success group China, East Asia.

We, Amazon.com, Inc. Identified 901.180.732-2. Located in the city of Bellevue, Washington, U.S.A., we respectfully submit the following situation:

On June 17, 2021, we received a complaint from one of our customers Mrs. Nancy Carrillo, exposing a case of delays in her order placed through our website. She let us know that she has been waiting for more than 9 days for her products, which is strange to us since you are one of the most punctual shipping companies and we have been working with you for a couple of years without any problem, I would like to know the reason for this inconvenience and what solution you will provide us with as a result of this problem.

We remain attentive to your response. Yours sincerely: Amazon.com, Inc

Response from Success group distributor

China, East Asia., June 20, 2021

Success group Amazon.com, Inc

We are very sorry that we had some inconvenience with the package you sent to Colombia. One of our operators sent it to San Francisco, California, USA, when the package was going to San Francisco, Antioquia, Colombia. You must have thought it was San Francisco itself, isn't that funny? Well maybe not. Anyway we will send the package to Colombia again but it will take a week to recover the package and send it to the destination country. For all this we offer you a very convenient discount on the next five shipments, what do you think, do you agree with the 50% discount?

Yours sincerely: Success group

(At the end Amazon Inc Company accepted the negotiation, the discount on the next five shipments was 50% each and the package will be returned to San Francisco, Antioquia, Colombia with Mrs. Nancy Carrillo)

response to Ms. Nancy Carrillo of Amazon Inc. Group

United States, June 21, 2021

Mrs. Nancy Carrillo

Mrs. Nancy Carrillo we apologize again for the delay of your products, we contacted the company in charge of the delivery of these and they informed us the failure by which the products did not arrive at their destination in this case you, what happened was that one of the operators confused the place of destination believing that it was San Francisco, California, United States, when in fact it was San Francisco, Antioquia, Colombia. He must have thought it was San Francisco itself.

The company Success Group asks for a week to send him the products since they have to make a recovery of the package to be redirected again to its official destination.

In addition, Success Group offers you an apology for the mistake made and also offers you a very convenient discount on your next five shipments with a 50% discount.

I hope you like this arrangement that Amazon Inc. has made for you, and we remain attentive to any other concerns that may arise.

Sincerely yours: Amazon Inc

Mrs. Nancy, through an e-mail, understands the mistake made by the company distributing her products and accepts the offer made by both companies.

− Hello, Mrs. Nancy Carrillo. This is Sebastian Londoño again. I'm calling to ask if you have received the resolution of your complaint.

− Oh, yes, thank you! I did. I received help.

− That's great and I'm glad to hear that but tell me how satisfactory the resolution was for you.

− Very satisfactory indeed, very punctual in terms of attention to complaints, very attentive to your customers, thank you very much Sebastian for the attention and the follow-up you have given to my case.

− It is a pleasure to hear that and know that your complaint had a solution, and for that we are to give priority and the best attention to our customers. Have a good afternoon, see you later.

− See you later....