Fiche de communication BTS AG

Fiche de communication en Anglais

        I am going to talk about a situation which I experienced. During my placement, the communication situation took place at the reception of the company Gautier Sérigraphie Numérique in Ballainvilliers. Our main activity is to print posters, car stickers, stickers, and business cards. It lasted 15 minutes.

Cadre géneral :

I had to manage a conflict with a customer on the phone further to a dispute over work done at his premises.

Les protagonistes :

The people involved in this communication situation were; the customer, MGN, and myself, Management assistant. There is a professional relationship between the customer and the company Gautier Sérigraphie Numérique. He is a regular customer.

Le problème :

Our MGN customer was very angry. We used a subcontractor to carry out the decoration of the windows of his premises in Roinville but he was dissatisfied with the work done and refused to pay the bill for an amount of € 29,000. I called him about this outstanding invoice. He started shouting at me. I tried to calm his anger by saying that he was right to be very dissatisfied with our services, but to remain polite and respectful towards me. The Customer did not calm down.

Les enjeux :

My aim was to get the payment of this invoice while trying to keep a good relationship with that customer.

Les solutions :

I explained to him that we called on a subcontractor to perform the job. Our sales representative went to the place to assess the bad job. We understood very well his dissatisfaction; the rep asked the subcontractor to do the job again on the site. We provided all the merchandise without extra charge for the customer to satisfy him. We also sent a credit note for the amount of €5120 to the customer the next day.  

Le dénouement :

We apologized to the client for this dispute. The customer was satisfied with our work. He settled his account in the following weeks.

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