Customers Dissatisfaction
o A typical business hears from its dissatisfied customers, 91% will never come back.
不滿意的顧客，百分之九十一不會再回來。
o On average, a typical dissatisfied customer will tell 8 to 10 people about the problem. One in five will tell 20 people.
平均每一個不滿意的客戶會告訴八到十位其他的人。
五個當中有一位會告訴二十位其他的人。
o 7 out of 10 complaining customers will do business with you again if you resolve the complaint. If resolved "on the spot", 95% will do business with you again.
如果你能夠解決客戶的抱怨，十位當中有七位仍然會與你作生意。
如果你能夠當場解決客戶的問題，百分之九十五仍然會與你作生意。
o It costs 5 to 10 times more to get a new customer than to keep a current one.
你要花五到十倍的工夫才能夠得到一位新客戶。
Sony Bravia 用了兩年就壞了
Sony 也會有差品質
我家裡的Sony Bravia LCD 40 吋電視最近突然畫面不斷閃動，一半較黑，一半正常。找Sony 售後服務維修，
第一次只是來看一看，
第二次帶了更換零件，結果還是一樣，收檢查費用NT$300.
今天打電話給我，說是電視面板壞了，更換面板要收費NT$27,500.
記得買的時候，他們告訴我 LCD液晶電視可以使用10年以上，
我電視全部換新，先後買了40吋、32吋與46吋三台 Sony Bravia TV。
沒想到只看了兩年就壞了，還是日本原裝進口。
以前 Sony, Made in Japan 就是品質保證，
沒想到才用了兩年就壞了。
我認為這是品質問題，不合乎常理，
我寫了一封客戶抱怨信給 Sony 公司也沒人答覆，
這不太像是一家負責任公司的作法。
大家評評理，這樣對嗎？
...台灣Sony客服變這麼差喔!@@
11 小時前發佈 · 刪除
一起抵制Sony吧。 面板景氣這麼差, 支持國產貨喽。
9 小時前發佈 · 刪除
小弟買了2台52吋液晶電視， 是要"挫里等"嗎? :(
Finally I got a phone call from Sony Taiwan After Sales Department this morning.
Their product warrenty is two years, my case happen to be 2 years and 3 months.
I checked the 大同 LCD TV warrenty period is 3 years.
Since it is a product quality issue
I requested a 50/50 sharing and I am willing to pay 50% of the repair cost,
That is NT$13,750 (27,500 x 50% = NT$13,750).
I think this is a fair proposal from me.
Sony Taiwan said they will reply by tomorrow afternoon.
Let’s wait and see how they handle this case.
And I will use this case to teach in the Business School .
David W. S. Liu October 12, 2009
Today I got a official response from Sony Taiwan after sales department.
They agreed with my proposal of 50/50 cost sharing.
That is I will pay 50% of the repair cost NT$13,750 (NT$27,500 x 50%).
That settles this customer complaint disputes.
I also need to say Sony handle this case properly to cease the customer dissatisfaction.
David W. S. Liu
October 13, 2009
To Sony Quality Assurance Manager
Dear Manager,
This is a customer complaint letter,
I bought a Sony Bravia LCD 40 inches TV on July 15, 2007.
Only use it for two years.
It starts to have issue couple days ago (畫面不斷閃動，一半較黑，一半正常)
Your service man come twice one on 10/6 and 10/8,
They replace one control panel and still cannot fix it.
So they told me it is a 面板 issue and need to replace the 面板 and they will quote the price to me (they told me the 面板 will be very expensive). They charge me NT$300 for examination the product issue.
I just wonder, the Bravia TV just use for 2 years and it is so called 日本原裝進口，
How come the quality is so poor?
The maintenance order is listed below.
You can reply or contact with me directly.
維修單號 B63P09105151
機型 KLV-40S200A- 7000334
David W. S. Liu
October 9, 2009
我教過「如何處理客戶抱怨」，提供參考如下
客戶抱怨的定義
1. 客戶的權利被剝奪或行使不順.
2. 客戶的預期目標無法達成.
3. 問題處理所引起的情緒及感受不佳.
抱怨產生的原因
1. 客戶不知其正確的權利為何 ?
2. 客戶所認定的問題不被重視
3. 問題處理窗口不夠專業
4. 處理人員推卸責任
5. 處理人員溝通語氣欠佳及態度傲慢
6. 處理人員所做的承諾無法兌現或前後不一
7. 處理時效拖延又無任何告知動作
8. 類似問題是否會再發生及因應之道不明確
9. 問題重覆發生
10. 處理及作業程式複雜繁瑣
面對客戶抱怨之處理基本動作
1. 耐心傾聽客戶的抱怨
2. 紀錄客戶的問題並不斷重覆你的瞭解
3. 聆聽時應適當表示同情及認同
4. 若客戶嚴重誤解時應伺機說明但語氣和緩
5. 展現負責任的態度
6. 確認問題並告知客戶你的處理方式
7. 立即告知權責單位並籲請隨時回報
8. 負起追蹤及回報客戶的責任
9. 問題解決後在短期內再去電表示關心
10. 檢討問題發生的癥結所在並提出你的建議
正確的處理觀念:
1. 不卑不亢，不逃避責任.
2. 就事論事，不存主觀偏見.
3. 事後一切正常運作.
Two repairmen from Sony Taiwan to replace the LCD screen and fix it now.
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