| 过了几天，客户发来了图片和视频。因为我无法看出问题原因，只能把视频和图片发工厂，让工厂找找原因。因此我是这样回复客户的： Let me check with our facotry to see what happened so we can fix this. We will get back to you soon. 经过厂家对视频和图片的研究，初步判定可能是由于运输中导致开关损坏，玩具无法启动。有了结论后，我立马着手联系了客户： Please accept our apologies. It looks like we might have made a mistake.(先向客户表达歉意) The reason for the appearance is due to...... ，Would you like a replacement or （说明产生的原因，给出解决方案） we will try our best to avoid such quality problems in the future. Apology for causing you so much inconvenience and thank you for your understanding. （表明解决问题的决心） 后面客户同意采用补货的方式解决。我们立马给客户安排了补货，运费也是由我方承担的。大部分的外贸人只走到了这一步，其实最后一封的售后邮件也是很关键的。我们邮件可以这样写： Dear XXX Glad to hear that everything is fine for your customers. We hope it will not let this unhappiness to lose the confidence for our business. And in order to avoid the similar problem again,we have a process step changed for the warehouse packing.Pls check it as follows: ***** ***** If you have any other good suggestions about the improvement,we highly appreciated it. Regards 从上面的案例我们不难得出处理客户投诉的方法： 首先，我们要学会倾听，并感同身受的去和客户客户沟通。在谈话中可以多用“I totally understand. / I understand. / I see your point.”这样的语言，表达对客户的理解。这样做的好处是让他们感觉你是站在他们的角度去倾听他们的埋怨。 其次，表明解决问题的态度。在接收到客户投诉后，我们要做的是尽快调查，并要向客户表示你们已经受理它的投诉。在回复时可以用“Let us review this situation and identify the best solution. 、I will discuss with my team and update you the solution as soon as possible.” 然后，要学会勇于承担责任。调查结果如果是我方的责任要及时道歉，并给出相应的补偿方案。在沟通时可以采用“ I'm sorry for any inconvenience this may cuased.、I'm/ We're terribly sorry about that.、Sorry. I am afraid there's been an oversight on our part.”。如果不是我方责任也要委婉指出，切勿随便揽责。 最后，售后跟进。为了减少此事对客户的影响，我们最好在补偿客户后给客户发一封售后邮件，表达对客户的歉意。通过这样的方式让客户感觉你很负有责任，即便合作出了些状况，也不会出现不能再合作的念头。 |
