On Customer Service In Aftersales Aspect
One state owned shipping company named “EAST OVERSEA Shipping company has lost its27% shares in capital reconstruction, and his opponent got shares up to 41%., having the final say in end 2007. why the well grounded state owned company lost in race?
Not all experts can give you a widely applicable answer. Say poor management in middle leve and top line, low production capacity( Note, it’s a statu funeded company with fix customers), and so forth. But the most visible less is un-acceptable salesservice. That’s the point.
You know all shipping company have good credit rating record, excellent service in pre-sales and after-sales, further more important, with affordable price, but it does not happen to EAST OVERSEA. Need booking room? Money first, need more vessel information for one specific line, more money first, and for compete service from door to door, Sorry, the service charges may exceed the product value itself.
Ten more years passed, more and more stable supplier, fixed customer, shareholder, investor and qualified staff left EAST OVERSEA, now it’s on bhe blink of bankrupt. Some emontial share holder want to sell the last shares out and let it die naturally…
The shareholders may have more choices, to sell it out, to get it back to life, we choose the latter. Right decsion, we did. So, completely new management style, totally service quality control and 24 hours backup service team and more……………
Four years later, and we turned to around 30, we did see a new company with great strength in shipping capacity.
Surely we may learn something as a wholesaler company. You may put the service on the first pority.
See? our orders barely exceed $ 1k, using non-known EXPRESS for cargo delivery, breakage in delivery, delayed delivery and product lost problems really undercut us much, economically and phsychologically., if we can not fix the problem in limited period. How to expand our business in future.