Hi everyone, I am Iris,one merchandiser of Yotex.

As we know, there are always unexpectable problems during our daily order follow-up, here share with you a real and vivid case how to solve one VIP customer’s claim issue.

What happened is that the PP sample of customer No.8 has been approved, and the client requires us to submit size run samples. After their reviewing and approval then we can proceed to production.

On October 19^th， the adult’s size run samples coming in from our own sampling room, after checking its workmanship and other trims in details, it has minor issue which not affect future bulk, so I only write in sample mail with “ (There are minor problems which can be improved during production.)

However, there is a complaint email the next day, I list them as below from top urgent case to the least important ones:

1. No Specific details about what’s minor problems will be.
2. There is no sample tag to show the information of season, fabric, style, size and sample type which is our SOP but I forget to tag due to a rush time at that moment.
3. As size run samples, there are even no size spec sheet included, which is the last straw that customer even questioned that ” why you stopped sending spec sheets with your measuring”.

First of all, I apologized for not doing my job well(eg sample tag) and for confusing our customer.

Secondly, I clarified the problems that exist with our size run samples and showed the customer the photo records when I checked the clothes. And comforted our customer they were some minor problems, which will not affect the production.

Then, for spec sheets which is missing, actually our own sampling room didn’t have it and not inform to me in time when I send parcel to customer. Then I had a Wechat meeting with our sampling person and QA to discuss how to improve our sampling process to avoid unnecessary problems, and how to control the quality of products. After all the measures were done, I scanned the copy into this mail to give the record that these measures were feasible and effective.

What’s more, I also advise if needed to send our missed sample tags to their address under our shipping costs as a compensation.

In general, thanks to our customers for their complaints, so that I can think about how to better serve a customer and how to provide solutions to customer. This made me learn a lot and become better and better during this job.

Just take you 30 seconds to ask for a free sample!