(Sarah, manager of COG Company, is at a meeting with her colleagues Denny, who is in charge of delivery, Dorothy, who is in charge of after-sales service，and Daisy, manager of sales department. )

场景：会议室（长桌） 人物：Sarah、Dorothy、Denny、Daisy

Sarah: Good afternoon, everyone. We are here to discuss some problems that may arise between our customers and us.

Dorothy: Then what specifically are we going to focus on?

Sarah: Mainly we will discuss problems connected with product selling as well as delivery and after-sales service. Denny, you are in charge of the delivery department, what complaints do the customers usually make about the delivery?

Denny: Well, the complaints about delivery usually have something to do with whether or not the goods arrive on time, in good condition, or in correct amount.

Sarah: Then, how does your department get them solved?

Denny: Well, for the damaged or the faulty goods, we would actively communicate with the customers to see what happened. If it is our responsibility, we would replace the goods, or refund if requested by the customers, or we will give some discount for them in the future orders.

Dorothy: Do you mean it may not be our fault sometimes?

Denny: Yes, you know, sometimes customers will complain about the delivery problems with us. As I found later after the examination, it might be the shipping company’s responsibility. For example, the delivery is late or the packing is not in good condition when they arrived. But whatever it is, we would actively discuss the problem with the customers to solve them.

Sarah: Thank you. And, er...how’s after-sales service, Dorothy?

Dorothy: Generally speaking, we can work out everything quite well.

Sarah: Do customers complain about the after-sales service? How do you deal with it?

Dorothy: No matter what complain we deal with, we should first express our regret for the problem that occurs to our client. And then we try to figure out what the problem is. If it’s related to our service or product, we would help them to solve it immediately.

Daisy：It is really very important to show sincere attitude. Good after-sales service will bring more customers.  

Dorothy: That’s right. So we take every complaint seriously. And we even consult with other departments in order to , you know, to solve every different problem.

Sarah: Very good, Dorothy. What do you think we need to do to improve our after-sales service?

Dorothy: The present after-sales service can be improved. We should provide a 24-hour service all year round. Then the customers, when they dial our after-sales hot line, our staff in charge should be right on spot with the customers. And we should solve their problems within 24 hours. But at present, we are short of hands, we couldn’t provide such service.

Sarah: You mean you need to have more staff?

Dorothy: Yes, at least two more. Then we can deal with complaints more efficiently.

Denny：Indeed, sometimes the products are damaged during the distribution processes. I really think that there should be a close collaboration between our two departments. It is of great help to the development of the company.

Sarah: Good idea, Denny. And how about our sales department?

Daisy：Complaints are mainly about the bad manner of our salesmen. Bad manner will affect our corporate identity. We should improve professional image through some on-job training that the new salesmen could be familiar with the products and selling skills.

Sarah: Good. OK, ladies and gentlemen, we need to make sure that the complaints are actively and correctly dealt with whenever and wherever they happen. Our company is now building up a service-to-win policy, which will help improve the image of the company. Each department has to present a plan within three days on how to upgrade the service. Does anyone have anything else to say?

Others: No.

Sarah: OK. The meeting is closed now.