今回私たちの販売パフォーマンスが基準を下回ってしまいました。
私たちは短期間に複数のネガティブフィードバックを受けました。
その理由と、今後の対策を報告します。
①違う商品を送ってしまった。
こちらの問題については、在庫管理を徹底します。
作成したインベントリーファイルに誤りがあり、それに気づかずにアップロードしてしまった。
自社で作ったファイル作成ツールと在庫管理システムをチェックします。
在庫管理システムは現在新しく作り直していますので、それが完成したら間違いはなくなると考えます。
また、商品を発送する際に、目視でのチェックを強化します。
スタッフへのマニュアルを作り直し、違う商品を送らないように注意します。
Rating
44
Translation / English
- Posted at 20 Jun 2016 at 19:10
(1) We delivered incorrect item.
Regarding this issue, we will thoroughly manage the inventory.
There was a mistake in the inventory file which we made, and we uploaded it without noticing the mistake.
We will check our own file generation tool and inventory management system.
Currently we are making the inventory management tool newly, so we expect we do not make mistakes again once the new system is available.
And, whenever we make shipment, we reinforce checking by visual contact.
We will make manual for staff members in order to pay attention to not sending incorrect items to the customer.
Regarding this issue, we will thoroughly manage the inventory.
There was a mistake in the inventory file which we made, and we uploaded it without noticing the mistake.
We will check our own file generation tool and inventory management system.
Currently we are making the inventory management tool newly, so we expect we do not make mistakes again once the new system is available.
And, whenever we make shipment, we reinforce checking by visual contact.
We will make manual for staff members in order to pay attention to not sending incorrect items to the customer.
Rating
51
Translation / English
- Posted at 20 Jun 2016 at 19:11
1 I sent a different product.
I will provide through the management of the stock against this problem.
I uploaded the inventory file, which I mistook to make, without notice.
I will check the file making tool by ourselves and the storage management system.
Since I remake the storage management system newly, I think I won't mistake when it completes.
Also, I will strengthen to check by visual contact when I ship the product.
I will be careful of not missending the different product by remaking the manual to the staff.
I will provide through the management of the stock against this problem.
I uploaded the inventory file, which I mistook to make, without notice.
I will check the file making tool by ourselves and the storage management system.
Since I remake the storage management system newly, I think I won't mistake when it completes.
Also, I will strengthen to check by visual contact when I ship the product.
I will be careful of not missending the different product by remaking the manual to the staff.
②商品が届かない。
こちらはエコノミーシッピングのため、配送遅延が起こることがありますが、可能な限り早い配達方法に変更します。
また、心配するお客様に対して、もっと親身にフォローできるように、英語が堪能なスタッフを雇います。
③在庫切れによるキャンセル
こちらの問題も、①と同様に在庫管理を見直し、在庫切れ商品をリストしないように注意します。
④届いた商品にダメージがあった。
現在発送スタッフと話し合いを進めています。丁寧な梱包を徹底するよう指導しています。
Rating
50
Translation / English
- Posted at 20 Jun 2016 at 19:11
2. The item does not arrive.
As it is an economy shipping, item is delivered behind schedule sometimes. But we change to faster delivery system as much as we can.
We will employ a staff who can speak English to follow the customers who are worried more closely.
3. Cancellation by reason of out of stock
As for this problem, we will review the inventory control similar to 1, and be careful not to list up the items that are out of stock.
4. Damage at the item received
We are talking with staff who is in charge of shipment. We are supervising him or her to pack the item carefully by 100 percent.
As it is an economy shipping, item is delivered behind schedule sometimes. But we change to faster delivery system as much as we can.
We will employ a staff who can speak English to follow the customers who are worried more closely.
3. Cancellation by reason of out of stock
As for this problem, we will review the inventory control similar to 1, and be careful not to list up the items that are out of stock.
4. Damage at the item received
We are talking with staff who is in charge of shipment. We are supervising him or her to pack the item carefully by 100 percent.
Rating
44
Translation / English
- Posted at 20 Jun 2016 at 19:15
(2) The item is not delivered.
We use economy shipping, so that delivery sometimes get delayed, but we will try to use express delivery as much as possible.
And, in order to address the customers who are worried about the delivery, we will hire new staff members who are good at communicating in English.
(3) Cancelling the order due to out of stock.
Regarding this as well as (1), we review the way of inventory management, not to list items which are out of stock.
(4) The item delivered was damaged.
Currently we are discussing this with staff members in delivery section. We are educating them to make sure to pack carefully and politely.
We use economy shipping, so that delivery sometimes get delayed, but we will try to use express delivery as much as possible.
And, in order to address the customers who are worried about the delivery, we will hire new staff members who are good at communicating in English.
(3) Cancelling the order due to out of stock.
Regarding this as well as (1), we review the way of inventory management, not to list items which are out of stock.
(4) The item delivered was damaged.
Currently we are discussing this with staff members in delivery section. We are educating them to make sure to pack carefully and politely.
Rating
51
Translation / English
- Posted at 20 Jun 2016 at 19:18
2) The product hasn't been arrived.
Since this is an economy shipping, the delay may happen. We change the rapid delivery method if possible.
and, we will hire the staff, who speak English well, to follow them more empathetically for worrying customer.
3) Cancellation by out of stock
Regarding to this issue, I will have another look-at the storage management as the same of 1) and pay attention not to list the products out of stock.
4) The arrived product has got damaged.
We are going the meeting with shipping staff currently.
I provide direction to provide thorough to packing in a careful manner.
Since this is an economy shipping, the delay may happen. We change the rapid delivery method if possible.
and, we will hire the staff, who speak English well, to follow them more empathetically for worrying customer.
3) Cancellation by out of stock
Regarding to this issue, I will have another look-at the storage management as the same of 1) and pay attention not to list the products out of stock.
4) The arrived product has got damaged.
We are going the meeting with shipping staff currently.
I provide direction to provide thorough to packing in a careful manner.
〇お客様からクレームや質問があった場合、より詳細な情報を提供できるように努力します。
理由なしに返金で処理することは、お客様に不快感を与えるため、お客様への対応を気を付けるように心がけます。
今回、たくさんのお客様にご迷惑をおかけして申し訳ございませんでした。
今後は優良セラーになるため一つ一つの取引を誠実に行っていきます。
どうかもう一度販売のチャンスを与えていただきたいです。
よろしくお願いいたします。
Rating
50
Translation / English
- Posted at 20 Jun 2016 at 19:15
If we receive claim and question from the customer, we will make an effort to provide information in more detail.
If we process refund without reason, it will make the customer uncomfortable. We will pay attention to handling of the customer.
We apologize to have caused an inconvenience to many customers this time.
We will handle each business conscientiously to be rated high as a seller in the future.
May we ask you to give us one more chance to sell?
We appreciate your understanding.
If we process refund without reason, it will make the customer uncomfortable. We will pay attention to handling of the customer.
We apologize to have caused an inconvenience to many customers this time.
We will handle each business conscientiously to be rated high as a seller in the future.
May we ask you to give us one more chance to sell?
We appreciate your understanding.
Rating
44
Translation / English
- Posted at 20 Jun 2016 at 19:19
〇 In case we receive claim or questions from customers, we will try to do our best to provide as detailed information as possible.
It definitely gives uncomfortable impression to customers to cope with issues by making a refund without proper reasons. So, we try to pay attention to the support for customers.
This time we are very sorry for having caused a lot of customers inconvenience.
After now on, we sincerely try to handle each transaction as politely as possible in order for us to be an excellent selle.
Please give us an opportunity for us to sell again.
Thank you in advance.
It definitely gives uncomfortable impression to customers to cope with issues by making a refund without proper reasons. So, we try to pay attention to the support for customers.
This time we are very sorry for having caused a lot of customers inconvenience.
After now on, we sincerely try to handle each transaction as politely as possible in order for us to be an excellent selle.
Please give us an opportunity for us to sell again.
Thank you in advance.
Rating
44
Translation / English
- Posted at 20 Jun 2016 at 19:22
In the case of there being claims or questions from the customers, we will do our best to deliver detailed information.
To deal with refunds for which a reason has not been given, due the customer being given a sense of discomfort, we will bear in mind to be careful of our response to the customer.
This time we are terribly sorry for the trouble that has been caused to many customers.
From now on in order to become superior sellers, we will hard to carry out each transaction to the best of our ability.
Please give us another sales opportunity.
Best Wishes.
To deal with refunds for which a reason has not been given, due the customer being given a sense of discomfort, we will bear in mind to be careful of our response to the customer.
This time we are terribly sorry for the trouble that has been caused to many customers.
From now on in order to become superior sellers, we will hard to carry out each transaction to the best of our ability.
Please give us another sales opportunity.
Best Wishes.
