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  • SITUATION DE COMMUNICATION Anglais Kamel

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    1) The customer was unhappy because a cleaning service did not fully complete the requested work. 2) As a management assistant, I spoke to the customer over the phone to address his complaints and calm him down. 3) I assured the customer that the employee would return to properly finish the job, and the issue was resolved without the customer losing his calm or becoming further angered.

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    bts gpme

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    SITUATION DE COMMUNICATION anglais kamel

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    1) The customer was unhappy because a cleaning service did not fully complete the requested work. 2) As a management assistant, I spoke to the customer over the phone to address his complaints and calm him down. 3) I assured the customer that the employee would return to properly finish the job, and the issue was resolved without the customer losing his calm or becoming further angered.

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    © All Rights Reserved
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    12 views2 pages

    SITUATION DE COMMUNICATION Anglais Kamel

    Uploaded by

    kamelaissa1
    1) The customer was unhappy because a cleaning service did not fully complete the requested work. 2) As a management assistant, I spoke to the customer over the phone to address his complaints and calm him down. 3) I assured the customer that the employee would return to properly finish the job, and the issue was resolved without the customer losing his calm or becoming further angered.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 2

    BTS Gestion de la PME – Session 2021

    DESCRIPTION DE LA SITUATION DE COMMUNICATION


    NOM : AISSA
    N° de matricule : 0325719204
    PRÉNOM : KAMEL

    LA SITUATION DE COMMUNICATION
    Vécue Oui Non
    Observée Oui Non
    Imaginée Oui X Non
     Gestion des conflits
    L’ORGANISATION CONCERNÉE
    Nom / Secteur d’activité : Consumer – Mister X
    LE CONTEXTE DE LA SITUATION

    Cadre général : Annoyed customer because cleaning service not donne completely
    Lieu / Durée : In my office and approximately ten minutes
    Techniques et outils de communication utilisés : Phone et calm

    LES PROTAGONISTES
    Présentation des protagonistes :
    - Me : Management assistant
    - Mister X : Customer
    - Mister : Director
    Relations entre les protagonistes : Customer and middleman
    LES PROBLEMES LES ENJEUX
    The customer is unhappy because one of our Customers angry, risk of loss of customer.
    employee did not complete the requested service
    LES SOLUTIONS LE DÉNOUEMENT
    During the conversation, the client calmed
    We suggest to the customer that the service will be down. I told him it won’t happen again.
    offered to him and that the employee will go through
    to finalize the requested service

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