出现这些问题,激怒老外,我该怎么解释?

任何业务员在做生意的过程中都会遇到各种问题,比如服务态度,工厂排产,产品质量,比如售后服务等问题。但问题出现后,需要我们做的是妥善处理问题,尽最大努力向客户道歉并告知客户具体的解决方案。

许多业务员都害怕向客户写道歉信,因为害怕被客户或老板责骂,害怕事情变得更糟。然而,道歉不是世界末日,如果表达得当,道歉可以是增进与客户合作的手段,客户会觉得你负责任,可信赖。那么,道歉也可能是更好合作的开始。

以下是Mike列出的一些道歉信的案例,希望能够对您的工作有所帮助。

案例一:为损坏或有缺陷的产品道歉

Dear XX,

Thank you for contacting us about the defective products.

感谢您跟我们沟通关于瑕疵产品的事。

We are truly sorry that the items you received did not function as promised. 

对于您收到这样的产品我们感到非常抱歉。

We understand your anger and disappointment, and seriously apologize for any inconvenience it may have brought to you.

我们完全能理解您的愤怒和失望,并对由此给您造成的不便再次抱歉。

Before we ship any products, it undergoes several stages of quality checks. It is our intention to provide only the highest quality items to our clients, and we regret that the products  you received slipped past our quality measures.

任何一款产品装船前,我们都会进行多轮质量检查。因为我们想要的只是给客户最好的产品,然而仍然有少量质量不过关的产品被寄过去,我们深感遗憾。

We have gone ahead and shipped you some new XX, which should arrive at your specified address in XX business days. When you receive it, please return the defective items for routine check-up, so we know how it happened to avoid such problems in the  coming orders.

目前我们已经给您寄去一批新的产品,应该会在XX个工作日到达您制定的地点。当您收到货物的时候,烦请将瑕疵商品寄回,以便我们再次检查。这样我们就能找出原因,并在接下来的生产中避免再次发生类似情形。

We understand that sales is a time-sensitive matter, and will be offering you a $1.2 off in your next purchase in hopes of compensating for the inconvenience.

我们知道对于销售而言时间很重要,因此为了补偿您,我们愿意在您下次购买时给与1.2美元的折扣。

Thank you again for bringing this issue to our attention—please feel free to contact with any further concerns.

再次感谢您告知我们这个问题——有事请随时与我联系。

Sincerely,

XX

Tips

解释为什么缺陷/损坏发生。

主动为客户提供必要的替代品。

如果需要,为客户提供折扣。

表明将采取措施,以确保类似情况不会再现。

向客户表示愿意提供协助。

案例二:为交货期延迟道歉

Dear XX,

We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.

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。

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.

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。

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.

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。

Please advise us on whether you would like to cancel your order or have us ship the goods once they become available. 

烦请告知我们您的想法,是取消订单还是等订单到了我们给您发货。

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。

Sincerely,

XX

Tips

解释为什么装运推迟。

让客户知道你会尽快为他们准备货物。

表示对此造成的不便你很在乎。

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。

案例三:为弄错样品道歉

Dear XX,

I'm currently in Australia for business visits. That is why you didn't see me there when visiting our factory.

我目前在澳大利亚出差,因此您今天来工厂的时候没能跟您见面。

Though I informed my workmates of all the details we talked more than 3 times before I left, still, the problems came in.

虽然我在离开前已经跟我的同事沟通了3次相关细节,但没想到还是出现了问题。

I immediately connect with them. According to them, the items you checked today in our factory are the ones left from orders in last month for other clients. 

我立刻联系了同事,根据他们所说的,您今天到工厂看到的那批货是上个月其他客户的遗留订单产品。

The specs is actually completely different from the ones we talked. As you are asking OEM items, not these common ones. 

那些产品的规格跟我们之前讨论的完全不同。您要求的是OEM规格的产品,不是您看到的那些。

I do feel sorry for that. In order to show you the right products, I have applied for the right samples and plan to send you via DHL tomorrow for your reference. Generally, it will take 3~5 workdays to arrive at your address.

我为此感觉很抱歉并打算明天通过DHL给您寄送对的产品样品,通常您会在3-5个工作日后收到样品。

Meanwhile, we have refunded you the full amount back to your account as you required. Please also allow 3-5 business days for the amount to appear back on your card.

同时,我们已经按照您的要求将定金退还到您的账户,请在3-5个工作日后查看一下。

We hope that this will be sufficient to correct the error and address any inconvenience this may have caused you. 

我们希望能够及时的修正错误并能解决由此给您带来的不便。

We are very sorry and much appreciate your trust and business opportunities. Call back if you'd like to share your ideas with me.

我们感到非常抱歉,并且对您给与的信任和合作机会非常感激。如果您有什么想要跟我说的请来电给我。

Sincerely,

XX

Tips

解释问题出现原因。

让客户知道你会提供解决措施。

表示对此造成的不便你很在乎。

退还定金。

让客户反馈意见。

案例四:为产品召回道歉

Dear XX,

At ABC Co.Ltd, our mission is to provide our clients with top quality products and best services. And I regret to say that our most recent series of XX fell short on that promise.

我们ABC有限公司的使命就是给客户提供最优质的产品和服务。我们对于此次出现的XX系列产品没有达到这个要求很抱歉。

Unfortunately, this series has been found defective due to the machine problems, though we test our products extensively before making them available to the public. 

尽管我们已经在出货前进行产品检测,但真的很抱歉由于机器问题,这个系列的产品被发现有部分瑕疵。

However, we are glad to have a open and positive communication with you to ensure that your business can be less affected by this problem.

但请放心,我们愿意开诚布公地跟您沟通,以确保您的业务不会受到这个问题的影响。

Meanwhile, you can return all the defective products to us free of charge to the following address for maintanance or replacement:

与此同时,您可以将有瑕疵的商品退回到以下地址(费用我们出),我们会给您更换合格的产品:

ABC Co. Ltd

Address: XX

We do feel sorry for our valued clients who are affected by them. We will continue to develop the products to make our clients be more satisfied, and to strengthen the detection process.

我们对受此影响的重要客户表示深切的歉意。此后,我们将继续提高我们的产品质量并且加强检测流程,让客户更加满意。

Sincerely,

XX

Tips

解释问题出现原因。

积极解决问题。

让你的客户感到被重视。

详细说明召回情况。

给出具体操作说明。

案例五:为糟糕的服务态度

Dear ***,

On behalf of ABC Co.,ltd., I wanna extend my sincerest apologies for the bad experience you had with our stuff, Jack.

我代表ABC有限公司,我想对杰克的糟糕经历表示我最诚挚的歉意。

We understand your frustration at having not been properly served in communication with him, and your even greater frustration at having been kept waiting long.

我们理解您在与他沟通时没有得到专业的服务,以及您长时间等待他的回复后感到更加沮丧。

AtABC Co.,ltd., we give our full energy to ensure that our clients’ are 100% satisfied. I know that we have let you down, for which we are very sorry.

在ABC有限公司,我们要求所有的员工要以专业的态度,确保客户100%满意。 我知道我们已经让你失望了,我们非常抱歉。

We do our best to train each of our stuff on how to better serve our clients, including how to escalate problems that they are unable to assist with. Your needs were not satisfied properly, and we'll take steps to ensure that this situation won't be repeated in the days to come.

我们会尽最大努力培训我们员工如何更好地为客户服务,提升他们的专业能力, 您的需求得不到满足,我们将采取措施确保在未来的日子里不再重复这种情况。

We wanna thank you for bringing this problem to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of it.

我们想感谢您提出这个问题。 我们一直在寻找改善服务的方法,您的反馈意见是其中不可或缺的一部分。

If you need any help, tell us directly, and we'll be very happy to assist you.

如果您需要任何帮助,请直接告诉我们,我们将非常乐意为您提供帮助。

Sincerely,

***

Tips

向客户表示诚挚的道歉

具体说明发生了什么

照顾客户的感受

表明公司将采取措施,以确保类似情况不会再现

向客户表示,如有问题,我们愿意提供协助

成功的道歉可以将消极的体验变成积极的体验。但如果你保持沉默,置之不理,那客户绝对不会再与你合作。

本文经邦号 【小邦】 投稿,并经邦阅网编辑,转载请注明出处、作者和【本文链接】。

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