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一而再的迟交货,怎样是有效沟通? Effective Communication

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发表于 2015-9-15 11:51:14 | 显示全部楼层 |阅读模式
连粉Coco跟阿连倾诉,因为交货期比原计划延误了十多天,客户扬言要取消订单,很是害怕,晚晚噩梦难以入眠。阿连细听完后,感觉这次真的不是客户闹哪样,确实是业务员自己处理的技巧问题。
My fan Coco told me that her customer wanted to cancel an order due to more than 10-day delay of delivery date. So she was too worried to sleep. After getting to know her case, I thought it was not the customers’ fault but the salesman’s.
据阿连了解,Coco这位客户是老客户,去年的时候也是因为客户催出货催得特别紧,但最终还是错过了客户的销售旺季,造成客户货物积压。
I knew that this was a regular customer of Coco. Last year, with urgent push of delivery, the peak season of sales still was missed causing overstock.
所以今年Coco算是学聪明了,为了避免同样的情况出现,尽量比去年提早了一点时间催促客户确认订单。客户应该也是考虑去年的原因,所以今年很配合的早早就确认了订单。
So this year, Coco was much cleverer. To avoid the same situation, she reminded the customer to confirm order earlier than the last year. Customers also took the situation into account of last year, this year he confirmed the order very soon.
本来的一件好事,偏偏发展异于常理,明明交货期是比去年提早了半个多月,但因为原材料的质量问题,退换了几次都验收不及格,达不到要求,所以导致一直工厂没法按时生产。
Originally it was a good thing, but developed in a wrong direction. The delivery date was indeed half a month earlier than last year, but because of the quality of raw materials, they failed to meet the requirements for many times, so that the plant couldn’t produce on time.
而不明真相的客户经历过去年的情况,今年催得紧也是正常的。可是客户催得越多,Coco越紧张,没有把真正的原因说清楚,每次都一味地说还在准备原材料,备齐材料之后准备开始生产就会告知客户订船。要知道,老客户在中国采购都是有经验的,不是特殊原因,他不会相信普通采购原材料要那么的久。
It was normal for customer who didn’t know the real situation to push urgently this year due to the matter in last year. But more urgently the customer pushed, the more anxious Coco would be. Without explaining the real reason, but always told customers that the raw material was arranged, Coco said she would inform customer once the raw material was done. You had to know that the regular customer was experienced in procurement in China, so without special cause, it won’t cost so long time to prepare raw material.
Coco越是这样说,客户越不耐烦责备她,Coco就越不知所措。阿连都能感受到客户当时是有种马上想在电脑里冲出来找Coco算账的冲动了。
The customer constantly blamed her impatiently when Coco always said so while she was become more and more helpless. Even I could feel the impulse of customers to kill Coco from his computer.
这种处理技巧给客户一种极不负责任,故意拖延订单的感觉有木有。
This kind of handling skills may bring us a sense of being irresponsible and delaying the order on purpose.
阿连经常应对各种各样的客户问题,怎么样可以做到淡定优雅地完成呢?这次不是客户脾气不好,也不是Coco运气不好,是要让和客户之间的沟通有效地处理问题,来听听阿连的建议:
I have to deal with various problems about customers, so how can you deal with it calmly? This time, it was not the bad-tempered customers, or the bad luck of Coco, but the problem of effective communication. Here is my suggestion:
1、经历过去年延迟交货的问题,今年提前与客户确认新订单是对的,但交货期可以预留尽量充裕的时间,避免有些不必要的事情发生而没有退路。
With the experience of being delayed of delivery date last year, it was right for Coco to confirm order more early this year but the delivery date can be reserved plenty of time as far as possible, to avoid some unnecessary things so you don’t have route of retreat.
2、当出现问题是,也是最考你能力的时候了:
When a problem occurs, it is time to test your ability:
a、负责、积极:让客户感受到你负责和积极的地去处理问题,这是你应有的态度。
To be responsible and positive: let the customer feel that you are responsible and active to deal with the problem which is your due attitude.
b、及时、真实:向客户反应问题时需要及时和真实,让客户亲临现场的感觉。
To be timely sincere: your report of problem should be timely and true, so that the customer can just like visit the site.
c、取证:必要时更要把现场情况配以照片证明或提供报告。
Obtaining evidence: provide report of the site conditions and photo.
虽然可能最终没法真正扭转局面,但客户会感受到你所做的一切是为他而做,也知道你尽力了,就可以把矛盾淡化。
Although it may not be turned around, the customer will feel what you do is just for him, and you have done your best, so you can dilute the contradiction.
如果你没有及时处理好,让客户认为是你的原因导致问题出现的,那你很可能丢失这位客户。
If you don’t deal with it in time, the customer thinks it is your fault to lead to such a problem, then you are likely to lose the customer.
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