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    适龄胜女

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    一直以来处理客户纠纷订单都是在不亏本的原则下尽力补偿客户,只要客户有证据证明质量问题就给他换货或部分退款,但是现在慢慢发现这样把客户给惯坏了,变成了有要求必应,当然有要求必应就是担心如果不按客户的心愿解决问题会流失掉这个客户,就像我这个客户长期以来都在满足她的要求,稍有不满意的解决就会提到不用我的供应,虽然这个客户的单不算少,但是说实话很累跟她沟通,不知道要不要继续妥协满足她的无力要求,这次妥协还会有下次,不知道大家是怎么看的,帮我分析分析。下面是昨晚邮件沟通其中一个纠纷订单问题,注意整个对话是连续的就半个钟以内。
    客户问题娓娓道来问题
    hi
     i had a complaint about 16-18-20 straight bundles
    and when i washed and conditioned the hair the bundles are still not soft or silky and shed quite a bit
    my phone didnt have enough memory to record so i only managed to get one pic
    but the 18 + 20 bundles are really bad
    我:IS hair shedding when you wash in bundle of after install? when you order that?
    客户:yeah definitely shedding while i was washing it and while it was dry. Order date - 6th november
    我: you have the picture?
    给我发了三张掉发的图片,其中一张一大撮掉发(后来我有怀疑头发可能根本不是我的,她的目的实际是想我多发一条头发)
    我:how many bundles shedding?
    客户:all of them but the 18- and 20 more than the 16.
    我:okay, send all back together with the other day's frontal, I‘ll pay the shipping
    客户:So can you dispatch replacement with tonights orders if i send back the bundles?(说明现在有问题的头发在她手上,也答应了退回来)
    我:sure send replacement first
    客户:
    but my customer can‘t wait all that time for you to receive first before you send replacement? the hair has already been with me for 3 days while i wash and test it.. thats too long(说不能等到我收到货再补发给她)
    我:No worry I trust you, will send you replacement with your new order first and you send back the bad hair later.(好,我答应先给她补发,稍后再寄回有问题的头发给我)
    客户:Okay - The hair has finished drying and i realised that the quality of the hair is still good and that its not really shedding anymore .. just a few strands. I want to see if the customer will decide to keep her bundles and i just offer her an additional bundle (20 inch) for the rough feeling bundle and she keep everything. what do you think?(又觉得头发其实也没那么糟糕还是可以用的,只是因为手感不太好想要我多发一条)
    我:no I insist you send it back because I don't want to risk and for a additional replacement it cost more for us, and plus the factory promise us replacement for the shedding problem so just send it back.(我不同意,意味着我要自己发一条给她,还不给我退货)


    客户:

  • 1 楼#

    summer

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    这波操作666


  • 封禁
    2 楼#

    精准开发客户 QQ3147839141

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    不错哦,不错的




  • 一直以来处理客户纠纷订单都是在不亏本的原则下尽力补偿客户,只要客户有证据证明质量问题就给他换货或部分退款,但是现在慢慢发现这样把客户给惯坏了,变成了有要求必应,当然有要求必应就是担心如果不按客户的心愿解决问题会流失掉这个客户,就像我这个客户长期以来都在满足她的要求,稍有不满意的解决就会提到不用我的供应,虽然这个客户的单不算少,但是说实话很累跟她沟通,不知道要不要继续妥协满足她的无力要求,这次妥协还会有下次,不知道大家是怎么看的,帮我分析分析。下面是昨晚邮件沟通其中一个纠纷订单问题,注意整个对话是连续的就半个钟以内。
    客户问题娓娓道来问题
    hi
     i had a complaint about 16-18-20 straight bundles
    and when i washed and conditioned the hair the bundles are still not soft or silky and shed quite a bit
    my phone didnt have enough memory to record so i only managed to get one pic
    but the 18 + 20 bundles are really bad
    我:IS hair shedding when you wash in bundle of after install? when you order that?
    客户:yeah definitely shedding while i was washing it and while it was dry. Order date - 6th november
    我: you have the picture?
    给我发了三张掉发的图片,其中一张一大撮掉发(后来我有怀疑头发可能根本不是我的,她的目的实际是想我多发一条头发)
    我:how many bundles shedding?
    客户:all of them but the 18- and 20 more than the 16.
    我:okay, send all back together with the other day's frontal, I‘ll pay the shipping
    客户:So can you dispatch replacement with tonights orders if i send back the bundles?(说明现在有问题的头发在她手上,也答应了退回来)
    我:sure send replacement first
    客户:
    but my customer can‘t wait all that time for you to receive first before you send replacement? the hair has already been with me for 3 days while i wash and test it.. thats too long(说不能等到我收到货再补发给她)
    我:No worry I trust you, will send you replacement with your new order first and you send back the bad hair later.(好,我答应先给她补发,稍后再寄回有问题的头发给我)
    客户:Okay - The hair has finished drying and i realised that the quality of the hair is still good and that its not really shedding anymore .. just a few strands. I want to see if the customer will decide to keep her bundles and i just offer her an additional bundle (20 inch) for the rough feeling bundle and she keep everything. what do you think?(又觉得头发其实也没那么糟糕还是可以用的,只是因为手感不太好想要我多发一条)
    我:no I insist you send it back because I don't want to risk and for a additional replacement it cost more for us, and plus the factory promise us replacement for the shedding problem so just send it back.(我不同意,意味着我要自己发一条给她,还不给我退货)


    客户:



  • 这波操作666



  • 封禁

    不错哦,不错的



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