1. Introduction

Xinjiang Tianhe Xinmeng Trading Co., Ltd (“we,” “our,” or “Company”) specializes in clothing retail and is dedicated to delivering high-quality products and attentive service. This “Team and Service” document introduces our core team, service principles, and how we support customers before, during, and after purchase.

2. Our Team

2.1 Company Overview

  • Mission: To offer fashionable, comfortable, and reliable clothing, backed by professional service and efficient support.
  • Vision: To become a trusted clothing brand for our customers by combining trend-aware design, quality control, and exceptional customer care.

2.2 Organizational Structure

  • Leadership: Company leadership oversees strategic decisions, quality standards, and service policies.
  • Design & Sourcing Team: Responsible for trend research, product selection, supplier coordination, and quality checks.
  • Operations & Logistics Team: Manages order processing, inventory management, warehousing, and shipping coordination.
  • Customer Service Team: Handles inquiries, order assistance, after-sales support, and feedback collection.
  • Marketing & Communications Team: Develops promotional campaigns, social media presence, and brand messaging.
  • IT & Website Support: Maintains website functionality, security, and user experience optimizations.
  • Quality Assurance & Compliance: Ensures products meet defined quality standards and regulatory requirements.

2.3 Team Values and Training

  • Professionalism: Team members are trained to respond courteously and efficiently. Regular training sessions cover product knowledge, communication skills, and problem-solving.
  • Responsiveness: We prioritize timely replies to customer inquiries—via email, phone, or live chat.
  • Empathy: Understanding customer needs and concerns, we aim to provide personalized assistance.
  • Continuous Improvement: We collect team feedback and customer input to refine processes, enhance product quality, and streamline service.

3. Service Commitments

3.1 Pre-Purchase Support

  • Product Information: Provide clear descriptions, sizing guides, material details, and styling suggestions on the website.
  • Consultation: Offer guidance via live chat or email for questions about fit, fabric care, or styling.
  • Availability: Display real-time stock status; notify customers promptly if an item becomes unavailable.

3.2 Order Processing

  • Order Confirmation: Upon purchase, send automated confirmation with order details and expected delivery timeline.
  • Processing Time: Commit to processing orders within 24–48 hours on business days.
  • Communication: Update customers of any delays or changes (e.g., stock issues) before shipment.

3.3 Shipping & Delivery

  • Shipping Options: Provide standard and expedited shipping choices where feasible.
  • Tracking: Share tracking numbers once shipped; monitor carrier progress to address delivery issues proactively.
  • Packaging: Use secure, branded packaging to protect items in transit and enhance unboxing experience.

3.4 After-Sales Service

  • Returns & Exchanges: Follow the published Return and Exchange Policy. Assist customers promptly with authorization, shipping instructions, and follow-up.
  • Repairs & Alterations: If applicable, coordinate minor repairs or alterations within the warranty or service scope; provide guidance on local tailoring when necessary.
  • Feedback Handling: Solicit and review customer feedback; address complaints swiftly and offer solutions (refund, replacement, discount voucher) aligned with policy.
  • Loyalty & Follow-Up: For repeat customers or loyalty program members, offer personalized promotions or early access to new collections.

3.5 Quality Assurance

  • Inspection: Each item is inspected before dispatch to ensure it meets quality standards (no defects, correct size/color).
  • Supplier Audits: Regularly review supplier performance and compliance with ethical sourcing and material standards.
  • Continuous Monitoring: Track return reasons (e.g., sizing issues, defects) to identify patterns and improve product selection or descriptions.

4. Communication Channels

  • Email: ntenda@tianhexinmeng.site — for inquiries, order support, feedback, and formal requests.
  • Phone: +86 17754008367 — for urgent assistance during business hours.
  • Live Chat: If available on the website, staffed during core hours to answer quick questions.
  • Social Media: Official brand accounts (WeChat, Instagram, etc.) for updates, styling tips, and messaging.
  • Contact Form: Website form for non-urgent inquiries; we commit to respond within 24 business hours.
  • Offline Support: If you have a physical presence or showroom, provide visiting hours and on-site assistance details.

5. Service Standards & Response Times

  • Initial Response: Acknowledge email or form inquiries within 24 hours on business days; phone calls answered during operating hours.
  • Resolution Time: Aim to resolve standard inquiries (e.g., order status, size guidance) within 1–2 business days. Complex issues (e.g., disputes, quality investigations) may take up to 7 business days; we will keep customers informed of progress.
  • Escalation: Have a process for escalating unresolved or sensitive issues to senior staff or management for timely resolution.
  • Satisfaction Follow-Up: After resolving a major issue (e.g., return/exchange), follow up to confirm customer satisfaction and capture suggestions.

6. Performance Metrics & Reporting

  • Key Metrics: Monitor average response time, resolution time, return rates, customer satisfaction scores, and repeat purchase rates.
  • Regular Reviews: Conduct weekly or monthly reviews of metrics to identify improvement areas.
  • Team Meetings: Hold periodic meetings to share insights, update procedures, and train on best practices.

7. Privacy & Confidentiality

  • Data Protection: All customer data handled by the Customer Service and related teams must comply with the Privacy Policy. Access is limited to authorized personnel.
  • Confidentiality: Team members sign confidentiality agreements and follow secure handling procedures for customer information.

8. Crisis & Incident Handling

  • Service Disruptions: In case of website downtime, shipping delays, or product recalls, proactively notify affected customers, explain the issue, and outline remedial steps.
  • Complaint Escalation: Provide clear paths for customers to escalate unresolved complaints to management or a designated ombudsman.
  • Public Communications: Prepare standardized statements for social media or public notices if major incidents occur (e.g., data breach, large-scale shipping issues).

9. Training & Development

  • Onboarding: New team members receive training on company values, product lines, system tools, and service protocols.
  • Ongoing Training: Regular workshops on communication skills, conflict resolution, product updates, and regulatory compliance.
  • Knowledge Base: Maintain internal documentation or FAQ for the team covering common scenarios, troubleshooting guides, and escalation procedures.

10. Continuous Improvement

  • Customer Feedback Loop: Use surveys, reviews, and direct feedback to refine products and services.
  • Internal Audits: Periodically audit service workflows, communication templates, and policy adherence.
  • Innovation: Explore new tools (e.g., CRM systems, AI chatbots) to enhance efficiency and responsiveness.

11. Contact & Support Information

For any inquiries related to our team, services, or support processes:

Social Media & Messaging: List official handles or QR codes for WeChat, etc.

Email: ntenda@tianhexinmeng.site

Phone: +86 17754008367

Address: Shop 2B-180, Silk Road Cultural Commodity City, Minhu District, Baktukou Bank, Tacheng City, Tacheng Prefecture, Xinjiang, China

Business Hours: Specify local service hours (e.g., Monday–Friday, 9:00–18:00 CST); update according to your operations.

Online Chat: Available on website during core hours; outside hours, leave a message and we’ll reply promptly.