Chinese Case Study
CASE STUDY BY BUSINESS OWNER (English corrected by John Knight)
I was introduced to John at the
beginning of 2012. I quickly realised that John had an excellent
broad business background and that he could help with some of the
problems we were having in our various family export businesses,
based in Hong Kong and Shenzhen. We export directly to customers in
the West via on-line shopping portals such as eBay and Amazon. We
were getting bogged down with questions from customers that we were
unable to handle efficiently and in a timely manner. This didn't help
in our relationship with the customers or the portals and in fact can
lead to being suspended.
John solved this problem and was able
to help smooth the operation for us by writing many template letters
for all the situations we were encountering or would encounter. The
standard replies were obviously written in impeccable English,
whereas our staff were making grammatical errors that caused friction
with the customer and which were open to misinterpretation. In such
situations queries were taking weeks to resolve and so we were being
penalised by the shopping portals. John's new standard responses cut
this out completely and customers were impressed with the speed with
which we dealt with their queries. It gained us positive results with
the portals too, as they measure us constantly.
It also helped deal with some customers
who were fraudulently claiming refunds for products that weren't
faulty and John virtually stopped this happening with his standard
responses.
In addition to this, John introduced
his new forms with staff training on the new forms, which covered the
use of Business English and Western Culture training. John had the
ability to work with all levels of staff to find out how our business
worked and apply the solutions that worked for us and he became very
popular in our companies, with all levels of staff.
He also introduced a Quality Control
Procedure and control form, for all our products that would
demonstrate to the shopping portals our intention to provide top
quality products and service.
As a result of all John's work, we
consistently then received top customer ratings in all our on-line
stores for all our companies, which helped improve sales to old and
new customers. As a result, our businesses have gone from strength to
strength.
I once told John that he was "The
Best" and so he is! I am therefore very pleased to write this
testimonial for John to use on his website and show to potential
clients.
Thanks John for all your efforts during 2012, 2013 and 2014. We are sorry that you are still not with us in China and Hong Kong, but wish you well in you return to the UK.