Japan customer case
--Commitment to providing exceptional after-sales service
● A part of the goods are damaged due to loading
It was a typical day at YST company. The sale service team had just finished up an order about nestainer racks with one of their Japanese customers, and were feeling content with their work. Little did they know that within the next week, there will be some problems.
Our team received feedbacks from the customers that some of the nestainers were damaged. After checking by both parties it was found that the problem arises in the loading process. We concluded that during the packing process, there were gaps and incomplete stacking which caused bumps on some of the products in the shipping. After hearing this news, everyone concerned about how to find a solution that can minimize customer losses.
● The YST team is actively looking for a solution
The customer service team went into action immediately, getting on calls and emails with the Japanese customer about how to rectify it as soon as possible. Thankfully, after some productive conversations filled with constructive feedback and open dialogue between both sides, we were able to agree on a solution moving forward that could make up for any losses caused by mistakes.
Our solution is to replace several damaged goods in the next batch of products for the customer. This way, the customer will receive both their new goods and the replacements in one shipment.
● Thanks for customers trust, the problem was successfully resolved
The solution was implemented smoothly, everyone breathed a sigh of relief when it became clear that not only had YST team managed to fix things but also create something even better than before! The customer was very pleased too, having felt heard throughout negotiations instead of being ignored or brushed aside like so many other companies do nowadays. We also appreciate that the customer did not throw a tantrum at us, but gave us time to solve the problem.
Our team-YST, demonstrate fully exceptional quality in their ability to effectively troubleshoot and aid customers throughout the entirety of their experience. We pride ourselves on our employees' dedication to providing unparalleled support and assistance.
Thoroughly check the packaging to ensure successful shipment.
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