ICQ консультация покупателя

[mga]

В нескольких темах говорилось о помехе ICQ успешным продажам. Ниже сегодняшний чат с иностранным магазином снаряги и экипировки.

You have been connected to Chad Y.
Chad Y: Hi *! Please wait a moment while I check on your question.
Chad Y: It might take a few or several business days for processing a faxed order depending on how busy the international sales department is.
*: Does the department notify of its acceptance?
*: BTW i forgot to add my e-mail.
*: Can I do that now?
Chad Y: They would probably contact you regarding payment.
Chad Y: Also, you could contact us if you have not heard about the order being accepted within several days.
*: Ok then I'll wait.
*: Thank you.
Chad Y: Have you already faxed in your order?
*: The yesterday's evening.
*: I can provide my fax number. That'll take a minute.
Chad Y: Could you email us with your name, address, and email address?
*: 020 * *
*: Yes. Should I include the fax number?
Chad Y: You can if you want to.
Chad Y: Please request in the email that you want the email forwarded to our international sales department for review.
*: I'll do so. Thank you for help. That'll be all.
*: Bye.

Несколько коротких разговоров дали ответ на все заданные вопросы. Почему-то современные формы customer service помогают иностранным продавцам и мешают советским. Может быть, трабл не в способе общения? Алсо, у советских торговцев упорно не получается заказать к магазину дополнительный скрипт для такого онлайн чата.

[Extinguisher]

Просто знания наших "консультантов" не выше чем у торговки на рынке (а может даже и ниже). Поэтому, общение с ними бесполезно, что в оффлайне что в онлайне - легче самому информацию найти в интернете и потом просто заказать, чем слушать блеяние этих "продавцов". 

[Ale-Ele]

Просто знания наших "консультантов" не выше чем у торговки на рынке (а может даже и ниже). Поэтому, общение с ними бесполезно, что в оффлайне что в онлайне - легче самому информацию найти в интернете и потом просто заказать, чем слушать блеяние этих "продавцов". 

Согласный! 
ПыСы. Я бы добавил "за редким исключением", но сути это не меняет.

[mga]

Продавцы дня сурка и прочих экстримов вполне компетентны, для российского уровня. В соседнем теме-спорте девачко ответило "ой, на всё, что на витрине, есть". Иностранный аналог может though дать проф. ответ на спец. вопрос. Опять я сравниваю не в ту пользу...

Акшуали, тред запилен по мотивам постов Ra и намекаэ на потребность реформ в консерватории. Проводите тренинги, докупайте скрипты.

[Extinguisher]

Новый "разрыв" в тему: http://fishki.net/comment.php?id=113293
Осторожно, ненормативная лексика.

[mga]

Другой пример. Относительно сложный случай.
23:04:41 : Customer*: Initial Question/Comment: Hello. Could the company give yet another consideration to my previous request to cancel the shipment and return the ordered books to the warehouse? It is an international shipment with UPS. The UPS answer to such inquiry was "you can also contact the shipper now to let them know you want to have the package returned so that they can have us stop the delivery".
 23:04:46 : SystemSystem: Welcome to the Barnes & Noble Chatroom.
 23:04:56 : SystemSystem: Peter Paul has joined this session!
 23:04:56 : SystemSystem: Connected with Peter Paul. Your Reference Number for this chat is 911718.
 23:04:56 : SystemSystem: Thanks for joining us.
 23:05:01 : AgentPeter Paul: Hello *. Thank you for contacting Barnes and Noble Customer Support. My name is Peter.
 23:05:33 : Customer*: The goods are within the USA by this time.
 23:05:57 : Customer*: Most likely there will be no shipment tomorrow.
 23:06:16 : AgentPeter Paul: Let me see what I can do to help.
 23:07:01 : AgentPeter Paul: *, it appears that your order was shipped from our warehouse on 05/25/2012.
 23:08:21 : AgentPeter Paul: I will send a request to our concern team to contact the carrier in this regard.
 23:09:16 : Customer*: Due to the upcoming Remembrance day UPS won't ship tomorrow.
 23:09:16 : AgentPeter Paul: However, if we are unable to stop the shipment and you do not want the package, please return it to our warehouse for a full refund.
 23:10:41 : Customer*: It will returned by the shipping company. Nevertheless I'd like to refund the shipping payment from UPS if that is still possible.
 23:10:51 : Customer*: *be
 23:12:01 : AgentPeter Paul: We will try to contact UPS to know the status of the order. It will not be possible today because its an holiday and UPS will not be available to contact.
 23:12:29 : AgentPeter Paul: I will send a personal email to UPS to check if its possible to stop the shipment.
 23:12:33 : Customer*: May I give the UPS tracking number?
 23:13:06 : AgentPeter Paul: Is this the tracking number: ***
 23:13:15 : Customer*: ***. Correct.
 23:13:26 : AgentPeter Paul: Thank you.
 23:13:57 : AgentPeter Paul: *, if UPS is unable to stop the shipment, I request you to return it to our warehouse.
 23:14:10 : Customer*: I apologize for inconvenience. Got careless and forgot to check if the option is available here.
 23:14:34 : AgentPeter Paul: I can understand.
 23:14:38 : Customer*: I'd love to buy the books and a few more if they could be shipped with USPS.
 23:15:08 : Customer*: Unfortunately BN doesn't work with them.
 23:15:22 : AgentPeter Paul: UPS shipped your package via DHL ExpressWorldwide carrier.
 23:16:07 : AgentPeter Paul: *, please note that all our International orders will be delivered to your local post office first and the final delivery will be made by your local post office.
 23:16:47 : AgentPeter Paul: Even USPS does the same. They delivery the package to your local post office and the final delivery will be made by your local post office.
 23:18:06 : Customer*: The local outlets of private courier companies don't service private recipients.
 23:18:22 : Customer*: USPS works just as fine here.
 23:18:42 : AgentPeter Paul: All right, I understood your concern.
 23:19:27 : AgentPeter Paul: I have sent a personal email to UPS to check whether they can stop the shipping process and return the package to our warehouse or not.
 23:19:38 : Customer*: Thank you.
 23:20:37 : AgentPeter Paul: Also, I request you to send an email to UPS using this link: https://www.ups.com/upsemail/input?loc=en_US&WT.svl=Footer
 23:20:52 : AgentPeter Paul: I apologize for any inconvenience caused to you in this regard.
 23:20:52 : AgentPeter Paul: Is there anything else that I may assist you with?
 23:21:21 : Customer*: That'll be all. Thank you for help.
 23:21:42 : AgentPeter Paul: Thank you for contacting Barnes and Noble. You have a nice day.
 23:22:22 : SystemSystem: Peter Paul has left this session!
 23:22:22 : SystemSystem: The session has ended!

Мораль, плохие покупатели случаются у плохого продавца.