After-sales Service

The tolerance for coffee stirrer normally +-3% acceptable, because we calculated by weight, the weight might be a slight different from the different shift. For damages, although we will make strict control during mass production, to be honest 1-3% might be included. We will do our best to down this rate. For wooden cutlery, the damages or crack 2-3% might possible, we controlled by auto-machine and workers recheck. For documents, we will send the draft before issuing them, to make things correct. In addressing issues of product shortages, damages, and clerical errors, we employ a comprehensive set of measures to ensure product quality and enhance customer satisfaction. For the +-3% tolerance of coffee stirrers, we will utilize high-precision electronic weighing systems to ensure consistency in product weight across different shifts, while also refining our inventory management system to better forecast and adjust production volumes, avoiding shortages. Although we exercise stringent control during the production process, we recognize that a damage rate of 1-3% is difficult to completely eliminate. Therefore, we will introduce advanced automation machinery and perform regular maintenance to reduce product damage caused by equipment failure. Additionally, we will train employees to identify and handle quality issues. Specifically, for wooden cutlery, we use high-quality raw materials and refined craftsmanship to minimize cracks and damages, strengthening final inspections to assure product quality.In clerical work, we implement a strict document review process, reducing errors by sending drafts to clients for confirmation before issuance, and using professional document management software to track each modification and approval. Furthermore, we establish a feedback mechanism that encourages communication with clients about any product or service-related issues, conduct internal audits, and perform quality checks to align with industry standards and market demands. We collaborate closely with suppliers to ensure the stability of raw material quality, and by establishing long-term partnerships and sharing inventory information systems, we can predict demand and make timely production adjustments. We invest in employee training and incentive schemes, such as rewarding staff who contribute to improving production efficiency and product quality, while upgrading production technology and automation solutions to minimize human error. Data analytics tools are used to monitor production trends and identify potential quality issues. Establishing a robust customer service team dedicated to addressing client queries, providing detailed product information, and usage guidance helps ensure compliance and certification, with regular reassessments of quality management system certifications like ISO 9001. We are committed to establishing transparent and open communication channels, allowing clients to easily share their feedback and suggestions. Through regular customer satisfaction surveys and market research, we gather valuable insights that help us better understand customer needs, thereby continuously improving our products and services. Moreover, we believe in prevention over remediation. Hence, we emphasize quality management during the product design phase, minimizing potential production issues through design optimization. In collaboration with our R&D team, we constantly explore new materials and production technologies to enhance product durability and reliability. Finally, we regularly organize cross-departmental collaboration meetings to discuss the effectiveness of quality control processes and identify opportunities for improvement. These meetings aim to break down information silos and foster collaborative work between departments, thereby enhancing the overall quality management capabilities of our organization. Through these comprehensive measures, we not only address current issues but also establish a strong and sustainable quality management system to ensure our products and services consistently exceed customer expectations and requirements.

Our ears are opening for customers' feedback. If any complaints appeared, We will discuss with customer in time and find the best way to solve it.The Business Department is responsible for receiving and documenting customer complaints and returns using the 'Customer Complaint Record Form'.  The first step we take in the initial stages of receiving and recording customer complaints is to ensure that every piece of feedback is carefully listened to and recorded. The Customer Complaint Record Form we use not only captures every detail of the complaint, including the nature of the complaint and the product involved, but also records the customer's contact details to ensure that we can respond quickly and accurately to their needs. The key to this stage is to make every colleague aware of the importance of each complaint, treating it with sensitivity and seriousness, as well as good communication skills to understand the issue from the customer's point of view.Next, at the analysis and investigation stage, we go beyond internal processes. In order to gain a deeper understanding of the background and details of the problem, we may need to communicate further with the client. Through such in-depth investigations, we can not only identify the root cause of the problem, but also potential flaws in the design, production or service delivery of the product, which will guide us to make the necessary improvements. In terms of management oversight, management involvement goes beyond tracking and monitoring to providing the necessary support and resources at critical moments to ensure that every issue is resolved in a timely and effective manner. This active involvement demonstrates the importance we place on customer satisfaction and accelerates the process of problem resolution. The development and implementation of solutions should be personalized to each client. This requires not only a set of standard operating procedures, but also sufficient flexibility to meet unconventional challenges. When communicating, we focus on clarity, honesty and timeliness, building transparency and trust by informing our clients of the solution we have adopted and explaining the measures we will take to prevent similar problems from occurring in the future. If the initial solution does not have the desired effect, we will continue to patiently search for answers until we find a solution that satisfies the client. In the process, we may need to show greater empathy and creativity, and even go beyond the norm to provide services that meet our customers' needs. Finally, in the Continuous Improvement Stage, we systematically review and analyse complaint cases to identify problematic points in our products and services, revealing deficiencies in our internal handling processes. This not only enables us to continuously optimize our operations and reduce errors, but also improves the team's ability to handle future complaints. Through this series of meticulous and considerate steps, we are not only able to effectively solve the problems encountered by our customers, but also win their hearts and build long-term and solid customer relationships through quality service. This process is not only the process of solving problems, but also the process of enhancing brand image and customer loyalty.

YADA offers comprehensive online support to help customers resolve any issues they may have with our products. Our dedicated support team is available through multiple communication channels, ensuring convenient and timely assistance.Customers can easily reach us by calling our support hotline, sending an email, using WeChat, WhatsApp, or directly engaging with us on social media platforms. At YADA, we believe that the key role of online customer support services is to provide comprehensive solutions to problems, thus significantly increasing customer satisfaction with our products. To this end, we are constantly striving to expand and optimize our support channels and tools to meet the individual needs of different customers.In pursuit of a more efficient service experience, we have launched a fully functional self-service portal on our official website. This portal is a collection of FAQs (Frequently Asked Questions) covering a wide range of areas such as product details, production processes, quality assurance, delivery times, warehouse environment, sample requests, product customization, certification processes and after-sales service. With these detailed guides and tutorials, customers are often able to quickly find answers to their questions without directly consulting our team. For those who need further assistance, we offer a wide range of contacts. In addition to the traditional phone number + 0086 15566881320, Email to wood@chinawood.com and social media channels, we have added a special online chat service. This service is available through our website and allows customers to simply click on the ‘Help Online’ button and instantly engage in a real-time dialogue with a member of the support team. Live Chat not only allows customers to get immediate help, but it also dramatically improves the efficiency of problem solving. YADA maintains high standards of customer service and regularly evaluates and updates our customer service policies to ensure that the response time and quality of service continues to meet our customers' expectations. We rigorously track every service request and make return visits when necessary to ensure that every issue is thoroughly resolved. In addition, we highly value customer feedback as an important basis for improvement in order to continually enhance the quality of our services. In summary, YADA is committed to providing an online support experience that exceeds customer expectations through relentless innovation and optimisation of service channels. Our goal is not only to solve problems, but also to enhance overall customer satisfaction and loyalty. Through these comprehensive service initiatives, YADA's online customer support is truly both convenient and efficient. Explore YADA's full range of services and discover how easy it is to resolve your queries and take the first step towards success. Our dedicated team of professionals will be happy to support you and help you achieve greater success in your business.