Recently, Grace received a complaint about the quality of the newly produced coats from a customer. The customer reported that the zippers were stuck and the fabric was pilling. In the face of this sudden complaint, Grace did not rush to respond immediately. Instead, she immediately initiated the professional handling process.
Grace first carefully analyzed each complaint and inspected the relevant batches of products. Through communication with the production department, she found that the problem lay in the selection of raw materials. To solve the problem as soon as possible, Grace organized the technical team to adjust the fabric and strengthened the quality inspection standards for zippers. Subsequently, she proactively contacted the customer, explained the problem in detail, and provided a perfect solution.
During the follow-up, the customer was satisfied with the solution and chose to continue trusting and supporting us.
Grace concluded: “By promptly solving problems with professional knowledge, we not only retained the customer’s trust but also enhanced the brand’s reputation.”
