ROLE PLAYING ACTIVITY

Case study:

The organization “PEGSA LTDA” makes payments to suppliers every 25th of

each month. Mr. Oscar Gómez is the supplier of gas machine supplies and has
not yet received last month's payment, therefore, he goes to the payment section
and does not get any information there, so he goes to the accounting department
and from there they send it to the portfolio, then administrative management,
then to human talent, then to collection accounts and finally it returned to the pay
office. Taking a tour of the entire organization without obtaining any results
from your payment.

Questions about the case:

 What state of mind do you think Mr. Oscar Gómez is in at the end of the tour
without receiving any response?

Mr. Oscar Gómez must be desperate when he cannot find a response for his payment,
in a bad mood since he has passed it from one place to another without any response.

 What type of client do you identify in this case?


He is identified as a dissatisfied customer since he has not obtained clear information

 What do you think was the mistake in this situation?

lack of communication
lack of customer service

 Describe in four steps, from which you would address this client's situation.

 Friendly greeting and

introduction
 2. Offer and inquire about the
problem
 3. Provide you with detailed
information on what to do and
where to go so that you can
 give response.
 4. Give clear and concise
information about what he is
needing, and also comment to
him to
 to approach the department or
the area involved and provide
support to comply with what
 need.
1. Cordial greeting and introduction
2. Inquire about the problem
3. Provide detailed information on what to do and where to go
4. Send it to the department or area in charge