做外贸经常会遇到交货期延误的情况，如疫情耽误了出货、长假影响了生产进度、爆单导致的生产产能跟不上、原材料供给不及时等等。不管什么原因，遇到货期延迟，怎么跟客户解释？如何安抚生气的客户呢？
1、货期延迟，怎么跟客户致歉、解释？
① 必须要真诚道歉
不管是什么原因导致的货期延误，都是我们的原因，一开口就跟客户说：“we are so sorry”，让客户知晓我们的歉意并且真心想处理这个问题。
② 承认错误
要给客户说：“we know delay your delivery time is a very big mistake.”，道歉+承认错误，这是非常重要的两个步骤，让客户安心听下面的解释。
③ 给出合理的理由
本来就是我们的错误，那么想让客户去给我们机会的话，就一定要有合理的、能说服人的理由。千万不要随便找一个理由，这样会惹怒客户，也许客户会取消订单。而如果给出的理由是合理的、不可抗力的，那么客户大多也能理解的，订单会照常进行。
④ 说明新交货期
说明货期延误原因后，一定也要给出解决方案，并说明新的交货期。这个时候也需要注意了，为了避免再次出现交货延迟的状况，跟客户沟通的时候，留出来个可弹性的时间，给自己一些余量来应对突发的问题。另外，经常和供应商、生产商去沟通，了解近期订单和生产情况。
⑤ 郑重承诺
最后一定要向客户保证这样的错误不会再发生，给出承诺，若再次出现这种问题，会给予赔偿，让客户看到我们的决心和真诚。
2、致歉邮件模板
模板一
Dear XXX,
We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.
The demand for these particular & popular items has exceeded our expectation, and our stock is depleted. However, the new batch of these items will be ready next Friday, on which we have confirmed with our production department for your shipment.
We understand that as a professional client, after you make a purchase, you definitely expect to receive your products in a timely manner. We know that we have let you down, and for which, we wanna express our serious & sincere apology to you.
You will be kept updated for production and shipment. Again, we apologize for all the inconvenience caused by this. Come to us if you need any further help.
我们很抱歉地告知您，您在我公司采购的XX产品，可能无法按时交货了。
这批特别受欢迎的产品需求量已经远远超出我们的预期，目前我们的库存已经耗尽。但是，最新一批产品将在下周五准备好，我们已经和生产部门确定了您的出货。
我们知道作为一个专业的客户，在您下单之后当然希望能够准时收到产品。很抱歉我们让您失望了，为此，我们想要向您表达诚挚的歉意。
我们会向您及时报备最新的生产和出货信息。对您造成的不便，再次说声抱歉。如果您有任何需要请联系我们。
Tips：解释为什么货期推迟，让客户知道我们会尽快为他们准备货物，并表示对此造成的不便我们很在乎，表明会让客户知道生产和装运的情况，向客户表示愿意提供协助。
模板二
Mr. Hamilton:
I am very sorry to inform you that the previous agreement signed between our company and your company clearly indicated that the upload time of this product was May 13. However, due to the errors in our artificial order arrangement, it was impossible to ship the product in accordance with the previous agreement. We hope to have in-depth communication with your company.
After the understanding reached by your board of directors, we will still be able to do so. In order to complete this transaction, we will try our best to ship all our products to Dalian Port before May 16, and then ship them to your designated place.
This mistake is entirely caused by our company, so in order to compensate for the loss of your company in this transaction, we will give you a discount for ordering your products at 2% of the total price of the products. In addition, all additional charges in the sales process of this product are borne by our company. The product is transported to the corresponding port and to the designated place of your company. The transportation cost of this part of the product is from Our company is responsible for the maritime road transport industry. Our company will also pay the insurance fees in this transaction.
尊敬的汉密尔顿先生：
非常抱歉的通知您，此前我公司和贵公司所签署的协议中表明产品上船时间为5月13日，但由于我方人为订单安排出现误差，导致在此次交易中，无法按照此前的约定将产品装运上船，希望和贵公司深入沟通。
在贵公司董事会达成谅解之后，我们依然能够完成这笔交易，本次交易中我方会尽量赶在5月16日之前将所有产品运至大连港，此后上船运输到贵公司指定地点。
本次失误完全由我公司造成，因此为了能够弥补贵公司在本次交易中的损失，我公司会按照产品总价2%给予贵公司产品订购优惠，此外本次产品销售过程之中的所有附加费用都由我公司承担，产品运输至相应港口及运输到贵方所指定地点，这一部分产品运输费用从海运到路运皆由我公司承担，我公司也会支付本次交易中的保险费用。
Tips：道歉-给出理由-说明新交期-承认错误-给予优惠，让客户看到我们的真诚道歉与解决问题的方式，这种情况下，客户能看到我们的真心，大多情况下也愿意接受。
