"Packaging famous brand, famous brand packaging."

Adhering to this development concept and following the strategic position of providing the best integrated packaging solutions and services for FMCG customers, ORG has made a profound bundle of enterprise development and service quality since its establishment.

Customers are the most important resources in the development of enterprises, are the source of life of enterprises, are the "soil" and "air" for the survival of enterprises, and are the "parents" of enterprises.

Quality Management Center of ORG Technology Co., Ltd. plans to build a "talents sharing" platform. On November 15, 2022, the first phase of the lecture threw out the most critical question of customer service: how to deal with customer complaints?

The guest of this phase is Senior Manager Wu Yong, an after-sales service expert from the two-piece can sales company. Wu Yong has been in the two-piece can customer technical service position for more than 20 years, and has enough experience in the aluminum two-piece cans and covers manufacturing, especially in the double roll sealing, stress corrosion problems and prevention of aluminum two-piece cans, we all call him "Mr. Wu".

"With service, there will be customers; with customers, there will be performance; with performance, there will be support for business operations." Wu Yong unreservedly shared his tips for handling customer complaints.

Tips for customer communication

Customers are so important that our relationship with them needs to be maintained and kept, and communication with customers should be friendly and smooth, and handling customer complaints is a common way of communication with customers at work.

"When the quality of our products leads to customer complaints, on the one hand, it reflects that there is room to improve our product quality and forces us to keep strengthening product quality control; on the other hand, we can also take the handling of customer complaints as an opportunity to maintain and strengthen the good relationship between customers and us through our sincere communication with them." Wu Yong said.

In order to make everyone understand the meaning of the customer communication letter and the relevant details of the requirements, Mr. Wu summarized them in a modern parallel prose that is easy to understand and harmonious in rhythm, which is concise and clear:

Refining • Customer Communication Letter

Reason analysis communication letter, keep comprehensive, professional and objective,

Fair, reasonable and impressive, sincerity and politeness solve mysteries;

Punctuation, phrase and paragraph, good habits of excellence,

Skillful and unusual techniques, precise and accurate cutting methods;

As long as Party A has no negative feelings, understanding and consideration will be easy,

If the customer is annoyed, worse advice will cause more troubles;

Explain the problem and find a solution, solve the crisis for changes,

Turn the complex situation into simple, customer communication is really easy!

Starting from the meaning of customer complaint handling, Mr. Wu vividly showed us the importance and complexity of customer complaint handling and guided us to clarify the ideas of customer complaint handling.

In the process of customer complaint handling, the link of "customer communication letter" is very important, which emphasizes that we should keep "truthful, accurate, comprehensive and professional", and reflect pleasant courtesy and sufficient sincerity.

In the communication with customers, we advocate "the power of trust" and emphasize the detailed analysis of philosophy and practical significance of the precious "truth and sincerity" in getting along with the world.

Everything is to allow customers to see ORG's extraordinary level of expertise and to feel our objectivity and sincerity.

Good tips for solving customer complaints

In the training, Mr. Wu shared two real customer complaint cases in detail - a product's cover is easy to open, with stress corrosion problem and a blocked problem.

Through the detailed analysis of the sample cases, everyone experienced the indispensable seriousness and rigor in the process of customer communication online.

--A product's stress corrosion problem. Through the collection and collation of internal and external clues, the case was thoroughly analyzed with solid information and clear arguments; the final conclusion was clearly argued and justified. In response to the customer's concerns, we cleverly removed the customer's focus from our cover product by using a series of exclusion methods; while not being unreasonable about the customer's own real problems, but just to the point, giving the customer the necessary steps to avoid aggravating the communication atmosphere and bringing new problems.

--A product's blocked can problem. In the beginning, we failed to take the right pulse due to the influence of similar problems, insufficient information, empiricism on the surface phenomenon of customer feedback and overconfidence in our own products, which led to some troubles in dealing with the problem, which also reflected the complexity of handling customer complaints. Subsequently, through the observation of the customer's production line and the comparison with the use of competitors' products, we quickly adjusted our thinking, dug out the hidden real causes, and finally adopted the right solution to fundamentally solve this complex customer complaint problem.

The chaotic general conditions show the true nature of the hero. The whole process is filled with different problems, and Mr. Wu summed up a series of problem-solving laws that point directly to the four-step methodology.

Eight-line Poem with Seven Characters • In-depth Research on Complaints

With a simple review of the timeline, a series of problems in four steps,

The problem starts from the can's mouth, ultimate problem is in shaking can body;

Analysis of clues is not deep enough, basis for the inference is not enough,

Ideas for the program have some omissions, the disposal skills are not good enough;

With a serious analysis on the improvements, the can foot should be well oiled,

Avoid the use of the large punch, no more worrying about normal running machines;

Product quality returns to the upper reaches, create the first-class at all times,

Filling operation is getting smoother and smoother, try to keep trust of customer always!

Talents share "excellent experience"

In order to finish the communication with high quality and share the valuable information with everyone, Mr. Wu specialized in the content of the topic, prepared the communication courseware with great care, and revised the PPT four times, which fully reflected the importance Mr. Wu attached to this sharing and his attitude of treating the work with excellence, professionalism and rigor.

Sixty-three customer handling professionals and quality personnel from all departments and branches of ORG participated in the sharing via video, and they generally responded that it was very rewarding.

This is a good start, and a good start is half of the success.

As the company's quality management center, build a "talent sharing" platform, with the purpose of inviting ORG business departments, branches and external "talent" in a certain field to share relevant professional knowledge and valuable work experience in phase.

The purpose is to achieve the sharing of technology and experience of ORG's internal branches and subsidiaries to improve the level of professional, technical skills and business skills through the platform.

Opportunity is reserved for those who are prepared. As Mr. Wu said in this sharing, as long as we follow the law of work, grasp the input work including continuous training and learning step by step, we will one day reap a lot.

It is hoped that through the efforts and dedication of the entire ORG quality family, our "talents sharing" platform will get better and better and gradually become an important component of ORG's distinctive corporate culture.

Group's Quality Management Center