芳草苑

跟各种各样的顾客打交道，自我感觉我还是有较高的“customer oriented”意识，我一直认为这有利于达成交易。

直到有一天，一个供应商突然通知我，某个第二天交货、双面印刷的订单他只印了一面，由于生产环境改变，他无法印另一面。我只有接受既成的事实，一方面安排运输，一方面想去通知客户这个坏消息。退客户一点钱倒是小事，当时我脑袋只想着事先告警好过客户收货以后发现该印两面的只印了一面。

但老板阻止了我通知客户。他认为在客户什么都没有看到的情况下，如果是挑剔的客户，得知这个坏消息可能会在电话里脱口说，“我不要了”；而客户在收货以后十有八九会象我一样接受既成的事实，毕竟产品质量没有问题。

我觉得我光想着给客户最好的服务，忽略了一些客服技巧。老板到底是老板，学习——

On some ocassion, we need some kind service of “release on demand”. Courier service provider should think of offering it as a value added service.

The scenario is – We have some customers are desparate for some products, but they can not pay the money up front. It is understandable. There may be a problem with their card issuer at the time they place an order. If customer need the products the next day, we must dispatch one day earlier before they can sort out the payment problem. Most customers have good history – if they say they will pay, they will pay. We do not want to lose those customers. The best solution would be we dispatch the order once we receive the order, then the order is with the courier, and the courier must hold the order for us until we advise them to release the order. That saves time on route.

Will any courier be thinking of launching this new service?