How to help customers rush urgent goods at work?

It is in a certain electroplating company to do sending and receiving, doing almost 10 years, has received a lot of customers, among which there are good communication, there are also like to bite the difficult people, drill the tip of the horns, in the end, the most afraid is to rush with them to catch up with the urgent goods, their goods are so urgent, this is easy to understand, because they urge those urgent goods to wait for air transport, how can the plane wait for people. In this case, how to help customers rush the urgent goods, so that the customer's goods are sent out on time?

There is an urgent manifest first of all, each department should make a copy of one can not miss one of the parts, because the number of urgent goods is not a department can be done, it needs several departments to "unite" to complete, so missing one of the departments is equivalent to the urgent goods can not come out, the customer can be "anxious to die".

The urgent manifest is planned uniformly, and the same goods and the same color are uniformly urged. If you put the hands together in a hurry, put the panels together in a hurry, and put the same color together, put them in the production department, and unify them to customers after plating. The remaining accessories (collectively referred to as small parts, such as screws) are shipped separately.

Pay attention to the receipt and dispatch of mailboxes at any time. The customer's urgent goods are generally sent in the form of email, as the receiver must be tracked in place, there can be no missed mail or missent email.

Have good communication with the heads of various departments. There's only one receiver, but there are dozens, so it's impossible to tell them all, and they won't listen to you. Look for their superior, the team leader.

Be sure to explain the delivery date and quantity required by the customer to each team leader.

Respond to customers' urgent orders on time and accurately. After the urgent order is sent in the form of an email, first look at which several quantities are larger, and the production department is more difficult to plate the color of the goods to pick out first, to make their first choice, and then see how many finished products have been completed in each department, and then reply to the number of urgent goods of customers one by one, and the number of urgent goods replied is not necessarily completely accurate, most of them are almost on it.

When the urgent goods number came out, I called ** to report the situation to the customer as soon as possible. The reply to the email is only an approximate number, and now the number is the most accurate, and the customer must be very curious to know, so he should be informed of the number at the first time, so that he can make other arrangements.

Let's talk about how to turn expediting into a better model, not to offend customers, and to deliver on time.

1. Quality comes first. No matter how the customer urges, for the goods that are being produced, or the problems that are being processed, etc., we must put the quality in the first place, quality is fundamental, can not guarantee the quality, even if the speed is fast, it is in vain, we may as well tell the customer, in addition to the quality of the problem who is responsible, then I believe that the customer should think about it.

2. Increase manpower and improve efficiency. If the customer is a very important old customer, and the other party is really anxious, then you may wish to consider increasing the number of people, so that the production efficiency will be greatly improved, to ensure that within the specified time, the customer needs the product to do well, which is both a kind of trust, but also a kind of friendship.

3. Encourage overtime and provide additional incentives. If within the specified working hours, can not produce the products that customers need, then they need to work overtime, in fact, overtime is nothing, overtime can better improve themselves, highlight themselves, provide some additional rewards for overtime, I believe that all problems will be solved, to ensure that the products are smoothly handed over to customers.

4. Communicate effectively with customers. If the time required by the customer is really not completed, then we must give full play to our smart brains, communicate well with the customer, analyze the specific problem, explain the production process and the time required, and then ask for the customer's understanding, and ensure that we will do our best to complete the customer's need in the fastest time.

5. White lies.

Buy yourself time. For the customer's urging, if there is some accident within the specified time, we may as well use white lies to buy time for ourselves, such as the machine has a failure in the middle, or sick halfway, etc., in short, we should try to buy more time for ourselves, if the customer is still in a hurry, then sorry, can't do it, you can choose someone else's home.

6. Appease customers and give them small gifts. This trick is actually quite effective, many times, the customer urges or not, or there is a quarrel, as long as you appease the customer well, reduce the dispute, appease the customer, it is nothing more than to give some gifts, polite communication, so that the customer's mood is stable, everything is easy to do!

7. Calmly treat the customer's urging of goods. In the face of the customer's urging, if it is really a special annoyance, then you might as well calm down, calmly face, what to do or how to do, anyway, you urge, I can't do it, you might as well do it step by step, until it is done, it is not good to be too kind to the customer, which needs to be slowly understood.

Dear, in the face of the customer's urging courier processing method: confirm the cause of the courier problem. After the product was sent, there was a phenomenon of logistics stagnation on the way, and the first thing for merchants to confirm was that in the process of express transportation, whether it was accidentally missed, or there was a problem of missing parts, which branch led to the express delivery.

When the shipping information appears, click Shipping. Merchants should ensure that there is pickup information within 24 hours after the delivery of the silver, so in order to avoid the situation that the pickup time is too long, merchants can wait until the logistics information appears before clicking on the delivery and adding the express order number, so that. Maintain good communication with buyers.

Store service is an important factor to measure the quality of a store, merchants must maintain good communication with buyers, merchants should try their best to meet the requirements of buyers, and conduct some research from buyers, ask about the store. Choose a high-quality logistics company to work with.

Hello dear and happy to answer for you. Hello Kiss Hello for your inquiry to face the customer to urge the express you can take the following methods:1

Patience to analyze and give small gifts As a customer service, you have to be patient. You may encounter some buyers who think that the delivery time of your former Kuansun is too long, so you have to tell the other party that all the orders in the store are shipped within xx hours in accordance with the order of payment, and you can give the other party a small gift to apologize for Huilian, usually most buyers will understand. 2.

Attach the store's shipping policy to the detail page At the top of the product detail page, it's a good idea to make a statement** detailing the store's shipping rules and promising to ship all products in the shortest possible time. If the buyer comes to inquire or ** customer service urges the delivery, send him this delivery policy, and say, "Dear, please understand our store first." 3.

Set up a bot reply This kind of problem like a buyer's prompt is usually a relatively common problem, so set up this question in the bot reply to inform the buyer that the goods will be within 48 hours. The above is all my reply, I hope it can help you, I wish you a happy life

Customer service is a very important part of the whole operation, because customer service is the bridge between customers and stores, and if the bridges are different, then customers are easy to lose.

In the process of store operation, customer service is metropolitan.

When a customer urges the shipment. Since our store will have a delivery time agreement with customers, if the delivery is not overdue, most customers will negotiate with customer service and urge us to deliver the goods as soon as possible. So, how should the customer service deal with it at this time?

Let's talk about the specific handling methods with you in different situations.

1. The promised delivery time has not been reached.

This situation is relatively easy to deal with because, in principle, we have not been in default. In this case, we should patiently and politely explain the reason to the customer and ask them to be patient. For example:

Hello dear. The store promises that the delivery time will be delivered within 48 hours, and the goods will be shipped in turn according to the time of the shooting, if you are more in urgent need of goods, this can be remarked for you, expedited processing, please wait patiently.

2. Exceeding the promised delivery time.

In this case, we can negotiate with the person in charge of delivery, ask the reason why the delivery cannot be delivered in time, and then explain it truthfully to the customer, and they can understand it under normal circumstances. Shipment delays can often occur for the following reasons:

a. The inventory is not enough and cannot be reissued.

It cannot be shipped within the promised time and cannot be reissued immediately. In this case, the buyer is more likely to get angry, so be sure to contact the buyer in time and take the initiative to inform the buyer of the situation, so that they can choose to refund or continue to wait (the specific time needs to be informed). During this period, pay attention to apologize and reassure.

Sample reply: Dear, I'm very sorry, because of the lack of stock, this product is out of stock now. We would like to express our sincerest apologies for the great inconvenience caused.

Now the store has worked overtime to process and can ship within 3 days. If you can wait, we will send a small gift coupon after shipment to express our apologies. If you can't accept it, we will refund you immediately and give you a coupon to order if you like the product.

I'm very sorry, but I hope you can forgive us.

b. If the inventory is not enough, you can transfer the goods.

Because there are too many orders, insufficient inventory, and the seller has to get the goods from other sources, etc., there is no way to deliver the goods within the promised time. At this time, it is indeed our problem, and we should actively contact the seller as soon as possible, apologize first, and then propose solutions.

Sample reply: Dear, I'm sorry, the store has not enough products due to inventory errors, which affects the delivery. We would like to express our sincerest apologies for the great inconvenience caused to our relatives, and now the store has worked overtime to deal with it, and it can be shipped within 24 hours, I hope our relatives can understand us.

If it is acceptable, we will send a small gift and coupon after delivery to express our apology.

In short, you must be patient, polite, and bring customers a good shopping experience when doing customer service work.

Hello, the landlord is with you.

Client. To tell the truth, if it has not yet been produced, it will be explained or that the goods sent have not yet arrived, so I will tell the customer that I will urge the express delivery here, and please wait for the next delivery!

For suppliers, it is not only a matter of business integrity to provide timely delivery to customers and meet their needs, but also a person's professional ethics. If once in a while, there is a special situation, the customer can still understand, after all, it is human nature, but if you do not deliver goods to the customer for a few days, it is dishonesty, which will not only seriously affect the business, but also cause a certain degree of loss to the customer.

Tools Raw materials.

The customer loads the goods.

Method steps.

1 6 Step by Step Reading.

First of all, the most important thing is to go to the customer first, no matter what the reason, to solve the problem first. A few days do not give customers to the goods, customers keep urging, this is a very bad impact, if many customers are like this, then a long time, more times, there are no customers willing to buy with you, your goods are not at all.

After the goods are loaded to the customer, we must explain to the customer well, if the supply is insufficient, we must also sincerely apologize to the customer, and ensure that such a thing will not happen in the future, and we must win the customer's understanding. If it has caused losses to customers, then it is necessary to give corresponding compensation, you can give some gifts, you can also put down discounts, so as to win customers.

If there is no goods to the customer, then find a way to transfer the goods with other peers, or speed up the production process, and strive to produce the goods.

If there is really no way to get the goods, then go to the customer in person to meet with the customer, understand the customer's situation, and see if you need to replace it with another product. But it must be for the customer to understand, only understanding can calmly seek solutions.

After winning the understanding of customers, it is necessary to strengthen their own management, to prevent similar situations from happening again, and to be able to learn from experience and lessons, which is also a valuable harvest of the career.

If no matter how you reply, you can't get the customer's understanding, and the customer is the main customer, this is a very serious matter. Once you lose that customer, you may lose half of the market, which is not a financial loss alone. As a businessman, you must strictly abide by your commitments, and if you have any problems, you must be able to communicate with customers in advance, rather than asking others to urge you again and again, after all, others are also doing business.

Categories: Business Banking.

Analysis: 1. In fact, before doing business, we should investigate users, understand their reputation, and try to avoid trading with users with poor reputation and poor quality.

2. Confirm when supplying, leave a written receipt, receipt, inspection and other proofs, make it clear that the goods are qualified and arrive in a timely manner, and avoid any similar excuses for customers to cause arrears.

3. Confirm the payment time and amount with the customer at the time of delivery or the first time after delivery, and obtain the customer's approval.

4. Reconfirm with customers more than 3 days before expiration to ensure that they have time to prepare funds.

5. Try to stagger the collection at the end of the month and the beginning of the month, because customer funds will be tight during this time period, especially at the end of the quarter and at the end of the year, the bank will handle the payment slowly because of the assessment of the amount of savings, and sometimes it will also cause arrears.