GRWA Customer Service Center-‘Customer First’

"Service capability" is an important part of testing a company's "professionalism" and "mobility". Especially in the foreign trade industry, when it comes to cross-border cooperation, service is particularly important. "Documentary" is a word often mentioned in the foreign trade industry. In fact, documentary is simply to serve as a bridge between customers, production and logistics, and to coordinate and manage the information between the two in a timely manner. But in actual operation, this process is not simple at all.

The GRWA customer service center has such a vigorous service team, which distinguishes it from the "precision workmanship" of the group's production plants. They advocate " integrity first ". To this end, a dialogue with Manager Yu of the Merchandise Department of GRWA Customer Service Center to exploreactually.

Q1：Why did you choose this industry?

In university, I major  in  international trade. I choose to engage in this industry partly because of my major. It may be more from my own hobbies. I think the foreign trade industry is very challenging, especially the "documentary department". As the link between the company and its customers, it is often necessary to coordinate  all parties, which is a great exercise in working. In my opinion, I think what I do is a very cool thing. This thing  itself not only  allows me to contact different people from all over the world, but also  let me understand cultural differences and broaden my horizons. "

Q2: What is the process of GRWA documentary service?

"The entire service process can probably be summarized in three parts:'early-mid-late'. The work of the early stage focuses more on marketing and production, and all products that are required by customers are produced as required. The mid-term work involves more of us.Inspect goods, book cargo space, deliver goods, complete the domestic export process to ensure smooth export, report logistics trends with customers at any time, notify customers of delivery at the port, and do customer information feedback and satisfaction surveys. The later work is more. Most tend to the customer service center, which is to deal with the related problems after the customer receives.

Q3: What is the difference in GRWA's customer service center?

"GRWA attaches great importance to user experience, which is what I feel most deeply and special. The company has been constantly improving and optimizing various service details, as much as possible to enrich and perfect all aspects we can think of and need to think of. The difference is the production plant, the precision is the highest, and here we are more concerned about the letter of promise. It is to be honest and promise, not to forget the original aspiration, to achieve the mission, be efficient and fast, roll up your sleeves and do practical things."

"From the perspective of user experience, we will clarify the needs of customers. The relevant operating environment of logistics and distribution, various procedures, customs declarations, customs clearance and other details are clearly explained to customers. Some valuable products like ternary carriers We will do freight insurance for customers, including packaging, booking, and how the goods are placed. Many small details will also be considered."

"The other thing is that GRWA always insists on conducting ‘customer satisfaction surveys’, accumulating discussions and reviewing the feedback problems, starting from the goal of actively thinking about customers and solving problems for customers.”

Q4: What are the specific aspects of these differences?

"From the work requirements,  attentive is first. From the specific measures, it is equipped with relatively complete operational measures." "The basic requirement of our documentary department is the'full order tracking system', regardless of whether our customers use them to specify our freight forwarders still use our freight forwarders. The first rule is to ensure that the products are delivered to customers in the fastest, most effective, most complete, safe and undamaged form after they leave the factory."

"In addition, there are a series of measures focusing on products, efficiency, quality and service, such as the '1V1 directional documentary service method', '24-hour customer complaint solution', and'logistics operation emergency plan', there are dedicated personnel for docking and special services. We will conduct risk sampling and risk assessment for possible problems, and prepare emergency plans in advance. In response to customer feedback, packaging and marking, product problems, claims and returns, etc. will be responded to in a timely manner. We treat them Customer complaints have always been proactively responded to, improved with heart, and sincere service. There is no problem that can not be solved, and the most important thing depends on the mentality and sense of responsibility to solve the problem. The starting point of the customer's appeal is to be able to find and solve the problem by empathy. "

Q5: How to ensure the interests of customers during the whole service process?

"Information is transparent, communication is timely, and information is communicated quickly and effectively."

"From the merchandise department, it will continue to follow up and update the logistics details and progress, so that customers always know the progress of their goods. Customer complaints are handled in a timely manner, and the arrival situation is screened every week and then announced."

Speaking from the entire customer service center, including the above-mentioned documentary job responsibilities, and a series of supporting measures of the service center, they are actually providing protection to customers. For customers with bulk orders, under the condition of confirmation of the communication in the previous period, our factory will also make samples in advance and mail them to customers before mass production, so that customers can confirm the actual installation and testing to ensure that they are in mass production, so as to avoid various problems caused by errors in information transmission, or customers' failure to understand their own demands. These are actually from the customer's point of view, to protect the interests of customers as comprehensively as possible. "

Q6: What kind of quality people are more suitable for documentary positions?

"Strict, careful, and steadfast are the most basic quality requirements. In addition, a cheerful personality, good communication, and a love of learning are bonus points."

Q7: Since you started your career, what have you felt that you have a sense of accomplishment and a deep memory?

"A sense of accomplishment has always existed! Every time, every batch of goods arrives at the customer's hands safely and quickly, and then the customer feedback is very satisfied, these complete processes are full of accomplishment to me."

"The deeper memory is the trust and dependence of customers. In the process of my work, some customers will greet and care for each other just like friends around me. He will trust you very much, even though they are thousands of miles away, But sometimes the establishment of friendship is simple and beautiful. I really enjoy the feeling of being trusted, and I also hope that all people in our department will grow into people who are worthy of trust and dependence!"