A construction equipment supplier of construction machinery solutions for 25 years.
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A construction equipment supplier of construction machinery solutions for 25 years.
On October 16, 2018, we received an order evaluation from our customer Caout: "The shipment was posted in time but there was a delay with FedEx. Other than that I would have given a Five throughout." Although this sentence reveals a hint of regret, it also contains recognition of our service.
The cause of the incident was an urgent order. After receiving the order, we completed the preparation and shipment as soon as possible to ensure that the goods were shipped out of the warehouse in time according to customer requirements. However, during the transportation process, FedEx was delayed due to uncontrollable reasons. Although this problem is beyond our control, we always put customer experience first.
After learning about the logistics delay, we quickly contacted the logistics company and actively coordinated to solve it. At the same time, we immediately fed back the latest logistics information to Caout and expressed our apologies and handling attitude. Our meticulous communication and quick response made customers feel our sense of responsibility and sincerity. Although we failed to get a full score due to logistics issues, Caout still highly recognized our delivery speed and service attitude.
This experience made us realize more deeply the importance of logistics to customer satisfaction. Since then, we have further optimized the logistics monitoring mechanism and strengthened cooperation with logistics companies to ensure that every order can be delivered smoothly.
Every customer evaluation is the driving force for our improvement and also carries the trust of our customers. We know that on e-commerce platforms, high-quality service lies not only in high-quality products, but also in the attitude and actions when solving problems. In the future, we will continue to provide every customer with a more efficient and reliable shopping experience.
