Chapter 312 Dealing with Negative Reviews

"Mr. Li, didn't you say that I would report to you any situation?"

The customer service manager felt a little aggrieved.

"You still have a reason. Two negative reviews are nothing. Our sales on the e-commerce platform have fewer negative reviews? How can there be one or two negative reviews?"

Li Changsheng got angry, pointed at the customer service manager and cursed him with spittle flying.

Changsheng Furniture is one of the top ten furniture companies in the country. Its sales volume is huge, but its product quality is average. It is normal to have negative reviews.

But if you sell thousands of orders every day, you only get one or two bad reviews.

These customers who gave negative reviews gave them a fifty yuan red envelope, and they were so happy that they forgot about it and felt that they had made a lot of money.

Therefore, one or two bad reviews are really insignificant.

This simply cannot be called a situation.

The customer service manager was scolded so badly that he left in tears.

More than ten minutes later, before Li Changsheng had finished the cup of tea he made, the customer service manager came back again.

"If you still say one or two negative reviews, you can go directly to the human resources department to complete the resignation procedures!"

Before the customer service manager could speak, Li Changsheng said this.

"Mr. Li, there is indeed something unusual this time. There are more than twenty bad reviews, which is more than the total of the past few days." The customer service manager said.

"What! How long has it been and there are so many bad reviews? Let's go to your customer service department!"

Li Changsheng jumped up immediately.

For online sales, the bigger the store, the less afraid of negative reviews.

Selling thousands of orders and having two or three negative reviews is simply not normal.

But after just over ten minutes, there were more than twenty negative reviews, which is abnormal.

It was obvious that someone was causing trouble.

Li Changsheng immediately thought that Yangxin Investment was causing trouble.

But after all, he was a man who had experienced strong winds and waves, so he did not panic.

When something happens, you need to stay calm. The most taboo thing is to panic.

The more panicked you are, the easier it is for you to make mistakes, and the easier it is for the other party to find flaws and put you in a more unfavorable situation.

Soon, Li Changsheng and the customer service manager came to the customer service department.

This is a large room with several rows of desks, each with a dozen computers.

The customer service staff sat in front of the computer, all of them young women with sweet voices.

The customer service manager's office is also here, in one corner, separated by glass.

Li Changsheng and the customer service manager came to the customer service manager's office, and Li Changsheng sat directly in the customer service manager's seat.

The customer service manager tapped the keyboard a few times, and a percentage chart immediately appeared on the screen.

"This is not more than twenty, but more than thirty bad reviews."

Li Changsheng's face turned ugly.

Just now the customer service manager said there were more than twenty, and obviously, during the process of their arrival, the number increased to more than thirty.

The percentage chart shows that there are three reasons for negative reviews.

The first reason is poor quality, accounting for 31 cases.

The second reason is express delivery delay, accounting for one.

The third reason is installation problem, accounting for one.

Negative reviews for reasons two and three are obviously normal.

Reason one is obviously abnormal.

Speaking of poor quality, this is the most difficult negative review to come across.

After all, there are simply too few customers who understand the quality of furniture.

When customers choose furniture, they just look at whether it looks good and whether it is durable. They don't care about poor quality.

Even if the quality is really bad after using it, few customers will come here to comment on the quality. At most, they will not buy furniture here.

"How are you going to deal with this problem?" Li Changsheng raised his head and asked the customer service manager.

"Mr. Li, this is a bit difficult to handle." The customer service manager looked a little confused.

"What's not easy to deal with? Promise the customer to solve the problem, then give him a positive review and give him fifty cash back. Isn't that the process?" Li Changsheng was a little angry.

Suddenly I realized that this customer service manager was somewhat incompetent.

Such a simple problem is difficult to solve.

After this matter passes, it seems that we need to carefully consider whether to continue to let this person serve as customer service manager.

"Mr. Li, I'm not sure what I'm talking about here. Please follow me to the customer service staff to have a look." The customer service manager said bravely.

Hearing this, Li Changsheng's heart skipped a beat.

It seems that things are not as simple as I thought.

"Okay, take me there."

Li Changsheng stood up immediately and came behind a customer service staff with the customer service manager.

The customer service manager pointed to the computer screen in front of the customer service staff and said, "Mr. Li, look at this."

When Li Changsheng saw it, his expression suddenly turned ugly.

Generally, when customers complain about the poor quality of furniture, they usually look at the appearance. If you can say that the furniture is degummed, you are considered an expert.

But this customer actually said that the cowhide used in the sofa was different from what was advertised, saying that their cowhide was not the first-layer cowhide imported from France.

What they advertise is first-layer cowhide imported from France.

In fact, the cowhide is imported from France, but the imported cowhide is not the first layer of cowhide, but the hide.

They get the hide and send it to the factory for processing, so the first layer of it is imported cowhide.

It can be said that this customer's complaint is too professional.

They are so professional that they complain about things that no one who buys a sofa would know, and only those who work in production would know.

Li Changsheng looked ugly, thought for a while and said: "If you reply to him, just say that our cowhide is definitely imported from France."

The customer service immediately replied: Our cowhide is definitely imported from France.

However, as soon as the customer service responded, the customer responded to the message.

is a picture.

The picture is their promotional image.

There is a line of red font on it: The sofa is made of first-layer cowhide imported from France! 100% authentic guaranteed!

The two words "First Grade" and the four words "Guaranteed Authenticity" are specially made bold and circled.

At this moment, Li Changsheng's face turned dark.

That 100% authenticity guarantee is a rule of the e-commerce platform, and every online store must promise it.

Once it is discovered that it is a fake, you will be compensated ten for every fake product.

This customer knows the furniture industry very well and also the online shopping industry.

The meaning is obvious, that is, if your sofa does not match the promotion, you will be compensated ten for the fake one.

This sofa costs 20,000 yuan. If you pay 10 yuan for a fake one, it will be 200,000 yuan.

Li Changsheng thought for a while and said, "Reply him and tell him that our products are guaranteed to be authentic. If he thinks they are not, he can complain to us!"

The complaint he mentioned was not to the company, but to the relevant department.

However, Li Changsheng is really not afraid.

The customer service manager said: "Mr. Li, will it be affected if you do this?"

"The influence is nothing!" Li Changsheng sneered, "If he is willing to do the hard work, let him do the hard work. He has proven that I can just pay 200,000 yuan at most. I don't believe he has so much energy to do the hard work!"

He realized that this person must have been found by Yangxin Investment.

Otherwise, who would be so professional and give a negative review?

It doesn't matter, if Yangxin Investment is willing to go for appraisal, then go for it.

After spending so much manpower and material resources, we received 200,000 yuan in compensation.

Anyway, Li Changsheng doesn't care.

To be honest, the method used by Yangxin Investment is really too low-level.

Originally, he thought that the other party could come up with something.

Now it seems that Yangxin Investment is still too young.

To declare war like this is simply a joke.

He wanted to make Yangxin Investment a laughing stock in the business world, and then it was time for him to fight back.