XIAMEN MEGA STONE IMPORT & EXPORT CO., LTD.

OUR PLEDGE

TO

CUSTOMER SERVICE

IS A MINDSET, NOT A DEPARTMENT.FALL

SHORT OF CUSTOMER NEEDS,AND WE LOSE TO THOSE WHO WON’T.

SERVICE COMMITMENT

■ - Respond to customers within 24 hours.

◆ - Resolve any issue to the customer's satisfaction within 3 days.

■- Communicate the agreed - upon actions internally to the relevant personnel responsible for delivering a successful outcome for the customer.

◆ - Follow up on the agreed - upon solution.

■ - Keep the customer informed.

◆ - After the issue is resolved, contact the customer to ensure their satisfaction.

■ - The objective is to satisfy the customer and exceed their expectations.

WE COMMIT DO:

■ - Offer an apology if a mistake is made.

◆ - Take full responsibility.

■ - Undertake to resolve the issue.

◆ - Empathize with the client.

■ - Seek support from colleagues and keep them informed.

◆ - Escalate the issue if problems are encountered.

■ - Raise an alert if the issue poses a risk to the business.

DON'T:

■ - Be defensive.

◆ - Take the matter personally.

■ - Be inactive: Inaction and delay will exacerbate the situation.

◆ - Attribute the issue to internal pretexts/processes.

■ - Copy the client on internal emails regarding the problem.

◆ - Worry about "doing something wrong" - as long as we are attempting to resolve the client's issue, we will support one another.

POSSIBLE SOLUTIONS

Resolve, Rebate, Repair, Replace, Refund

"At the end of the day, the customer is our true leader. They don’t just spend with us—they hold the power to guide our success (or failure) by choosing where to invest their trust and resources. Every member of our team, no matter their role, works to earn and keep that trust."- Mega Lim