Tour Blog

Ridiculus sociosqu cursus neque cursus curae ante scelerisque vehicula.

How does the freight forwarding company handle operational errors?

 Land, sea and air professional logistics and transportation of large freight forwarding enterprises, because of its specificity in the daily business operations will have a customer complaint, how to deal with customer complaints and complaints into marketing activities, that is, we usually call the crisis public relations, natural It will become a common topic of concern.

First, the daily business may produce operational errors

1. operational errors. If the goods are not damaged in time, the goods can not be guaranteed; the goods are lost or damaged during the transportation process. If the goods are damaged or damaged, the goods are damaged or damaged.

2. The sales personnel are operating errors. Settlement price and the reported price difference; and the commitment of the service does not match; the maintenance of the goods transport process adverse; communicate with customers is not enough, intended to deceive customers and so on.

3. Supplier operation errors. If the goods are lost or damaged during the course of transportation, they can not be operated according to the requirements of the customer. The carrier does not take off (sailing) at the scheduled time.

4. Agent operation error. The recipient of the service does not meet each other's requirements, so that the delivery direction of the consignor to affect the company and the carrier's cooperation relationship.

5. The customer's own mistakes. The client side of the clerk their own operational errors, but in order to avoid punishment and passed on to the freight forwarding company; customer side of the clerk has its own logistics channels, due to the pressure of the boss or designated goods and forced to cooperate, but in cooperation, The

6. Force majeure factors. Weather, war, strikes, accidents caused by the delay, loss and so on.
The above situation will lead to customer complaints against the company, the company complaints against customers of different results, will make the company and the customer's business relationship changes.

Second, the different mistakes, the customer has a different response

1. Occasional and minor mistakes, customers will complain. Mistakes give customers less damage, but the company is handled properly, so that many years of customer relations to stabilize.

2. A continuous or greater error will be subject to customer complaints. Customers complained about improper handling of customer service, and this time, the customer received his customer complaints, instead of complaints and other goods.

3. continuous complaints no fruit, making the customer silent. Due to work errors, customer loss is large, several times no results. If this happens, in general, there are usually two kinds of results, one is the customer to seek new partners; the other is the customer no other choice, can only continue to cooperate with us.

All of these can be summarized as four steps: customer complaints, customer complaints, customer silence, customer loss. In fact, these cases in the beginning, as long as properly handled is completely avoidable. Because when the customer complains about you, it has been stated that he still wants to continue to work with you, only when he is disappointed to you, choose silence, will terminate the cooperation between the two sides.

Third, the correct handling, complaints will bring the corresponding business opportunities

1. A customer's complaint has been satisfactorily resolved, he will be satisfied with the experience to tell his customers, at least three or more. According to professional research institutions research shows that the successful settlement of customer complaints, the advertising effect than the media advertising effect two to three times higher.

2. Complaints that have been satisfactorily resolved will be more loyal to other customers, and they will even actively praise and promote the products and services of freight forwarding companies.

3. An effective solution to the difficulty of the complaint, will improve customer service in the future with customers to deal with the skills.

Fourth, the customer complaints handling five skills

1. humbly accept customer complaints, patiently listen to each other to tell. Customers will only be in the interests of damage will be complaints, as customer service staff to concentrate on listening, and understand the customer, and do remember. After the customer narrative, repeat its main content and consult the customer comments, for smaller complaints, they can solve the immediate response to customers. For the time can not answer, to make time commitment. In the process of processing regardless of how the progress, to the commitment time must give customers a reply until the problem is solved.

2. put yourself in place, empathy. When receiving customer complaints, first of all have a sense of empathy. If this is the wrong side, first on behalf of the company to apologize, and standing on the customer's position for its design solutions. The solution to the problem, there may be three to four sets of solutions, you can think of the best set of programs available to customers, if the customer objection, you can change another set, to be confirmed after the implementation of the customer. When the problem is resolved, at least one or two times to solicit the customer's views on the issue, for the next opportunity for cooperation.

Bear the pressure to do it. When the interests of customers are lost, anxious is inevitable, so that there will be some excessive demands. As a customer service staff should be able to withstand the pressure at this time, in the face of customers always smiling, and with professional knowledge, a positive attitude to solve the problem.

4. Reasonable transfer, the results exceeded customer expectations. Dispute after the emergence of a positive attitude to deal with, should not be avoided. In the customer contact you before the first communication with the customer, so that he understand every step of the process, for a satisfactory solution and the final results beyond the customer's expectations, so that customer satisfaction, so as to achieve the same time in the settlement of complaints to seize the next business opportunities.

5. Long-term cooperation, and strive to win. In dealing with complaints and disputes, we must long-term cooperation, win-win situation, coexistence as a prerequisite, the following skills worth learning from:

A, learn to identify, analyze the problem;

B, should have a broad mind, agile thinking and advanced consciousness;

C, good at guiding customers, and jointly seek ways to solve the problem;

D, with the industry's rich professional knowledge, at any time to provide advice to customers;

E, with financial accounting awareness, always with financial leverage to coordinate the efforts of retractable;

F, there is a sense of transposition thinking, the courage to assume their own responsibility;

G, to deal with the problem when there is room for maneuver, at any time do not put themselves in danger;

H, to deal with the problem at the same time, to learn to seize business opportunities. Through cooperation with each other to achieve the common risk of mutual avoidance between the two sides.

In addition, the customer service staff should understand their responsibilities, first of all to solve the customer most want to solve the problem, and strive to enhance the customer's position and trust, through the correct use of professional knowledge and corporate policy in different situations, accurate application, the final To achieve the customer and the company are satisfied with the results.

Sign In