这篇文章的灵感来自于我和我的学生之间的对话。实际上，通过我的培训，很多人问我这个问题，因为他们不知道如何以专业的方式做到这一点。有时问题是客户的问题，问题是我们如何编写电子邮件来保护自己并对他负责。下面我将向您展示解决方案。我将发布更多关于如何与您的客户用英语进行有效业务沟通的文章。因此，不要忘记关注我的帐户，以便持续改进。
This is an article inspired by a conversation between me and my student. Actually through my trainings many people ask me this question because they don’t know how to do it in a professional way. Sometimes the problem is the client’s and question is how we write an email to defend ourselves and give the responsibility to him. Below I will show you the solution .I will be publishing more articles concerning how to conduct an effective business communication with your clients in English. So don't forget to follow my account for your continuous improvement.
问：嗨Jam，我的客户是德国进口商。我们为他处理了OEM订单，但由于德国的专利问题，他的产品被召回。他现在要求我们赔偿。显然，这不是我们的错，因为他应该检查德国专利问题，而不是我们。那么如何以专业的方式撰写电子邮件，以便他意识到这是他的错，他应该承担责任？
Q: Hi Jam, I have a customer who is a German importer. We handled the OEM order for him but his products were recalled because of patent issue in Germany. He is now asking us for compensation. Clearly it is not our fault because he should check the German patent issue, not us. So how can I write the email in a professional way so he realizes that it is his fault and he should take the responsibility?
答：首先，在电子邮件的开头，直接告诉您的客户您不接受他的赔偿请求，因为这不是您的责任。许多中国供应商，当他们收到客户的赔偿信时，他们说的第一件事就是抱歉，很抱歉听到这个，然后解释和拒绝。但在西方人看来，如果你在开始时说对不起，他会自动认为你承认自己错了。即使您稍后解释，他也会认为您不想承担您的责任。所以说你一开始就不接受他的赔偿要求并陈述你的立场。
A: First of all, at the beginning of the email, tell your client directly that you don’t accept his compensation request because it isn’t your responsibility. Many Chinese suppliers, when they received their customers’ compensation letter, the first thing they say is sorry, sorry to hear that, and then explain and refuse. But in the westerners’ eye, if you say sorry right at the beginning, he will automatically think you admit that you are wrong. Even if you explain later, he will just think you don’t want to take your responsibility. So say you don’t accept his compensation request right at the beginning and state your stance.
其次，向客户解释你已经做好了一切。您处理了订单，他已经确认并检查了所有产品。
Secondly, explain to the client that you have done everything right. You handled the order and he has confirmed and checked all the products.
第三，告诉他为什么问题发生是因为他是德国进口商，但他没有检查德国专利问题，所以显然这是他的错，不是你的错。
Thirdly, tell him why the problem occurred is because he is the German importer but he didn’t check the German patent issue, so clearly it is his fault, not yours.
所以这样客户就会意识到这是他的错，你解决了这个问题。这是一个例子：
补偿拒绝的电子邮件
亲爱的露西，
我们不接受您的赔偿要求，因为这不是我们的责任！
根据您的采购订单，我们处理了您的OEM订单，并完全按照您的样品进行批量生产。您已经确认我们的样品并检查了所有产品。
由于德国的专利问题，所有产品都被召回。由于您是德国进口商，所以您应该检查问题，而不是我们。
我们希望您能理解我们的立场。
最好的祝福，
Jam
So in this way the client will realize it is his fault and you solve the problem. Here is an example:
The email of compensation refusal
Dear Lucy,
We don’t accept your compensation request, because it isn’t our responsibility!
According to your PO, we handled your OEM order and did the mass production exactly as your sample. You already confirmed our samples and inspected all the products.
All the products were recalled because of the patent issue in Germany. As you are the German importer so you should have checked the issues, not us.
We hope you could understand our position.
Best regards,
Jam
