Brand Shoes Encounter Quality Service Door

Since its entry into the Chinese mainland market since its entry into the Chinese mainland market, the brand concept of "caring for women, creating harmony and high quality life" has won the love of Chinese urban women, and the sales and popularity of its products are also increasing. 1995. However, if we win the market, if we ignore the product quality and after-sales service, we will inevitably affect its brand image. Recently, there are more and more complaints about the quality of products and after-sales service.

　　產品質量問題頻出客服電話如同虛設

Recently, this network received complaints from consumers in Xiamen. Complained that she bought a pair of shoes in April last year. After wearing it, she found that the shoes were very worn, and the VIP card had not been received yet.

In March 28th of this year, she dialed many thousand customer service phone calls, no one answered. It was hard to get through at once, but the customer service staff on the connection was stiff and impatient. What makes her angry is that she did not wait for Ms. Liu to explain the details, but the customer service staff hung up the phone. Unwilling to be reconciled, she dialed the telephone number of the company's main station and asked for a statement. The other side claimed that he did not have the right to manage this matter. Before that, Mrs Liu called the customer service, and the customer service staff told her that the VIP card had already been sent out, and asked her to check it herself. "Since the VIP card of their company has been processed, the manufacturers should verify whether they receive the card. How can they ignore it? I don't believe in such an irresponsible factory any more, "Ms. Liu said angrily.

The complaints received by this website are quite rare, and Ms. Chen (alias) of Shenzhen has encountered similar problems. Ms. Chen said she bought two hundred thousand women's shoes at the Millennium store in Longgang in May last year, but it hasn't been worn for a week before the shoe degumming. So Ms. Chen took the shoes to the store for repair. After less than a day's maintenance, the phenomenon of shoe degumming appeared again. Ms. Chen once again sent shoes to repair, the staff told her: to get the company to repair. A few days later, Ms. Chen went to the store for shoes, but found that the shoes were not completely repaired, and the problem of shoe degumming still existed. Therefore, she believes that the quality of shoes is a problem, and it is required to return the goods according to the terms of the warranty. However, this request was rejected by a thousand degrees. Ms. Chen was very angry and told her case to this website, hoping to expose it. She believes that consumers can no longer be deceived, should be banned quality and after-sale insecure products.

Manufacturer: VIP card issue to be verified, shoes can be sent to processing.

In response to Miss Liu's question, the reporter called the customer service department of the company. Ms. Liu, a customer service officer, said that Mrs Liu did not receive the VIP card. It may be that Miss Liu failed to check in time after the card arrived, or that Miss Liu did not meet the requirements for the VIP card. As for the quality of shoes, Miss Liu said that if Ms. Liu's shoes really had the problem of grinding her feet, she could go to the store where shoes were sold and negotiate with the shop owner. If necessary, Ms Liu could also send her shoes to Nanjing factory, and the factory would soften the shoes. At the same time, Ms. Yu also said that if there was indeed a bad attitude of Ms. Liu's customer service telephone staff, she would apologize to Ms. Liu on behalf of the customer department.

　　業內人士：質量問題需從源頭上解決

Recently, under the high priority of this website, the company has handled the incident and replied to it in written form. The results are as follows: 1. the VIP card is mailed to customers by express mail; 2. customers send their shoes by express mail to 100 degrees. The letter said that the client Liu Xiaojie was satisfied with the result and decided to cancel the complaint. Reporters then interviewed Miss Liu for verification. Miss Liu reluctantly indicated that although she accepted the processing result of the thousand degrees, she would not send her shoes to 100 degrees. Because her colleagues had sent their shoes to the manufacturer for treatment, they found that the situation was bad, so they had some concerns about it. As for customer service attitude, Ms. Liu said the customer service staff had apologized to her by phone. However, she worried that if some customer service personnel did not improve their attitude and after-sales service quality, the same situation would happen to other consumers.

The reporter consulted Mr. Xiao of business circles. He said that if an enterprise wants to develop for a long time, product quality and after-sales service are very important. However, the lack of after-sales service has been a bottleneck restricting the development of domestic enterprises. Although many enterprises have developed relevant after-sales service standards, the actual operation process is not satisfactory. After sales service management is not mature, it will cause a large number of consumer complaints in the short term. Coupled with the impact of the financial crisis, many production enterprises are shutting down production, switching production, downsizing after-sales service teams, and canceling after-sale service outlets. They will also focus on the after-sale service within a certain period of time.

If product quality problems can not be effectively eliminated, the loss will not only be the trust of consumers, but will also be the great development of a company tomorrow. Consumers can not accept the idea of "first slap the palm and then give sugar". How to eliminate the quality problem on the production line and establish a good reputation for product quality is worth thinking carefully.

 

Source: Fujian Quality News Network