案例分析-备货时发现问题

昨天下午，工厂那边突然跟我讲，之前寄样给客人的时候，可能有个型号写错了，下单给他们安排备货的时候，他们仓库发现问题了。因为有两个型号的颜色非常接近，因此怀疑可能是当初寄样的时候就错了，工厂马上跟我联系，想要重新寄样给客人做确认，但是这对于客人来说，可能就意味着交货期的延长，客人很不乐意的。

接下来是我和客人（B）的对话，（请忽略语法拼写）希望大家可以从中感受到一些不一样的东西：

W：Hi Laetitia, the factory now is ready to packing some products, this can improve the effeciency. But they just met a problem, that is they said XX is 80% like CC, then they guess they may make a mistake for the label last time, cause they dont think you would like to order a very closed color a time.

W : (发图)

W : They are jsut wondering the sample may be SS, then they would like to resend you the sample to confirm again.

B : Oh my GOD no we don't have time for that

B : People are waiting on them

W:To make sure the products is correct for you, I ask them to take some pictures, please check it.

接下来就是我给客人发图，客人给我发图，同时也拍了视频给我以便我多角度确认颜色,同时我也把客人发来的转给工厂做确认，约20分钟后...

W: Hi Laetitia, the factory confirmed that they made a mistake for the last time,the product should be SS. But to make sure you receive the right product, I ask the factory to prepare both them now, the extra cost will count on me, you should no worry about this.

W:And, in the meantime, I will also ask them to arrange the SS
and XXsamples to you immediately today to confirm, then you may receive the sample this Friday, this will not influence the shipping time.

B : Oh that could be great !
Thank you Daniel

W: Just called the factory, and ask them to packing both SS and XX as required now, once you confirmed the right one, then I will ask them to send. If all the products are ready, bu the sample is still not arrived, then I will ask them to send both. Then you can choose the right one you need, and return the other one. I think this will not influence your customer waiting time.

B : That's ok for me Daniel !
Thank you for your incredible effiency

W: Cause I know the credit is more important for the business, as a supplier, I do not want you to lose your credit on your customer. As a friend, I dont hope you will disapointed to your customers eigther.

B : That's very nice Daniel ! That's why I like to workwith you so much. I'm sure you will every time do the best you can. Just like I do for my customers.

这就是这次的整个聊天过程，当然不同的产品肯定是不一样的对待方法，只是想通过这个例子，给大家展示下，为客人着想并不仅仅只是随口那么一说，怎么样做好服务也并不仅仅只是简简单单的跟进，一切的一切都还是回到用心两字上面，共勉！！！