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北美客户/客诉 VS 心得
2022-06-29

Hello xx

1) Ok, good news, the 70 defective units now went back to 20 something units… I apologize for the mis-communication, but I believe that our customer’s customer was trying to play are easy warranty process….

- As a result of this, I am no longer messing around with that customer. We advised them that not only we need the 20 pictures but we will also need every single unit to be returned back to us for inspection before we initiate any kind of warranties for them, as a result of their claims changing weekly.

- It has brought lot of stress on me, and I was very angry with you/your company, and as it turns out, it may have been the customer that was trying to play the system . In which case I appologize

- So we will just inspect every single unit ourselves at this point, and report back to you. But we are not sending anything to customer till we receive and test all “defective” units.

- those with water damage will be documented.

- those that have no water damage will be opened to search for blown driver. If blown driver, blame on surge, and we wont warranty it.

- if no blown driver, and works with alt driver, we will warranty. So once we receive them we will conduct a full inspection. At this point I am pissed because I was upset with you, and the customer is playing game

- I wont bother you with this till I have everything sorted out, and I advised my team I dont want to hear about it either till we receive back the defective unit, because this has been very upsetting for me.

- so will keep you posted once all that is said is done.

2) just to understand your MOQ

- you have a MOQ of 1000pcs from supplier for xx drive only. Which you have on hand

- you have 5000x xx driver on hand, no MOQ?

- you have 2000x xx driver, no MOQ?

3) The stock drivers are in your CN Factory or USA factory,,,?

Ok yea, I will have to do forecast, but we will do mix and match per usual

业务应对客诉真的需有一颗强大心灵及超耐力

换位思考:

本是客诉,客户承受终端压力,有情绪是难免,妥善安抚,耐心沟通是底限

如果你坚信品质

一定要保有初心

勿被客户胁迫所吓倒而妥协

此次客诉从8/23-9/19,耗时将近一个月

客人三天两头在微信进行长篇说辞轰炸,但好在未上升到人身攻击

一直保有处理好这件事的态度

如果客人爆燥我也爆而把关系持续闹僵,即使最终发现不是我们品质问题,也该会在客户心里留下些负面印象,后面若有合适的替换供应商会不会被PASS掉还真不好说

说是客诉,但只提供了一张照片和一些说辞

僵持好久

一会说:给我到付帐号,我把坏品都寄给你

一会说:这些坏品能不能寄到你们美国公司

做业务要有底限,该收集的资料要收集,在那之前不要轻易给承诺

好在,最后的最后,客人来信了

是场误会,终端客户想白嫖产品(他是批发,再零售给客户),故意自编自导了一场戏

天啊,真有这么坏的人,但好在被我机智的客人发现了

也很诚恳的道歉

还是蛮多感动及感触的

顺便又问了一下下张订单的预计交期

皆大欢喜对不对

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