投訴處理-外貿常用郵件模闆
如何冷靜應對并妥善解決客戶提出的投訴，将對雙方未來的合作至關重要。
以下是6個外貿業務員常用郵件模闆-投訴處理：你可以根據自己的行業、公司、産品情況以及自身的經驗判斷進行調整和完善，做出一套适用于自己的郵件模闆，進而讓你在以後每一次與客戶進行郵件溝通的時候都能夠高效省時，最大程度上提升你的客戶開發跟進工作的整體效率和效果。
01由于産品包裝不當出現破損導緻客戶投訴
Dear John Smith,
On behalf of everyone at [ABC Company], I want to apologize for the defective product that you received from us last week. This situation is certainly unusual and we are really sorry for the inconvenience that may have caused. At [ABC Company] we strive for our client’s satisfaction and prioritize their needs.
As a result, we are going to [refund your money, replace the defective product]. We owe you this and if there is anything more that we can do in this regards, please do inform us.
It’s also worth knowing that we'll make sure that the working staff responsible for this are well aware of their mistake and its consequences. There is no compromise when it comes to the satisfaction of our clients.
Best regards,
Lily Lee
親愛的約翰·史密斯：
我謹代表[ABC公司]的每一個人，對上周從我們這裡收到的有缺陷的産品表示歉意。這種情況當然不尋常，我們對可能造成的不便深表歉意。在[ABC公司]，我們努力讓客戶滿意，并優先考慮他們的需求。是以，我們将[退款，更換有缺陷的産品]。我們欠你這個人情，如果我們在這方面還有什麼可以做的，請通知我們。同樣值得一提的是，我們将確定負責此事的從業人員充分意識到他們的錯誤及其後果。在客戶滿意方面，我們絕不妥協。
緻以最誠摯的問候，
Lily Lee
02由于業務人員的不當行為導緻客戶投訴
Dear John Smith,
Please accept my apologies for the poor service that you received from one of our staff on [some date].
I agree with you that it was totally not acceptable; however, let me assure you that this is a singular incident. We don't endorse such behaviour. The inappropriate thoughts that were expressed are not in line with our mission and views. We train our staff very well but sometimes bad things happen.
In response to this unfortunate incident, we are going to [refund your money, give you a discount]. Also, the necessary disciplinary actions have been taken. We will make sure to implement additional precautions to improve our services. If there is anything that I can do for you, please inform me.
Thank you for your understanding. Looking forward to doing business with you again.
Best regards,
Lily Lee
親愛的約翰·史密斯：
請接受我對您在[某個日期]從我們的一名員工那裡得到的糟糕服務的歉意。我同意你的觀點，那是完全不可接受的；然而，讓我向你保證，這是一個單獨的事件。我們不贊成這種行為。所表達的不恰當想法不符合我們的使命和觀點。我們對員工進行了很好的教育訓練，但有時會發生糟糕的事情。為了應對這一不幸事件，我們将[退款，給你折扣]。此外，還采取了必要的紀律處分。我們将確定實施額外的預防措施，以改善我們的服務。如果我能為你做什麼，請通知我。
謝謝你的了解。期待與您再次合作。
緻以最誠摯的問候，
Lily Lee
03客戶收到貨物後發現實際數量與訂單數量不符
Dear John Smith,
I have received your complaint letter with great shock! I'm really sorry about your disappointment. There has to be a logical explanation for what happened as these incidents don't happen every day.
I'm going to investigate the matter and find out the true cause of this confusion. Your case will be dealt with in a strict and urgent fashion. Whatever the reasons are, a satisfactory solution will be provided. We don't compromise our customers' satisfaction under any circumstances and we will make sure that you'll walk away from this experience with a big smiling face. This is a really rare and unusual situation. Rest assured that it won't happen again. I value your business and regret losing it.
Please allow for [2 days] while we carry out the necessary investigation and understand the situation. I will get back to you shortly and inform you about our findings and the steps that we will plan to take.
Best regards,
Lily Lee
親愛的約翰·史密斯，
我收到了你的投訴信，非常震驚！我真的很抱歉你的失望。必須有一個合理的解釋來解釋發生了什麼，因為這些事件不是每天都發生的。我将調查此事，找出造成這種混亂的真正原因。你的案子将得到嚴格和緊急的處理。無論是什麼原因，都将提供令人滿意的解決方案。在任何情況下，我們都不會損害客戶的滿意度，我們将確定您能夠面帶微笑地離開這一體驗。這是一種非常罕見的情況。請放心，這不會再發生了。我看重你的生意，很後悔失去它。在我們進行必要的調查和了解情況的同時，請留出【2天】的時間。我将很快回複您，并告知您我們的調查結果和我們計劃采取的步驟。
緻以最誠摯的問候，
Lily Lee
04客戶對産品品質提出投訴-A
Dear John Smith,
Thanks for reaching out.
I’m so sorry, I definitely understand your concern and I’m escalating your issue so that someone can take a closer look at what’s going on right away.
Please standby and we will get back to you with more details ASAP.
Best regards,
Lily Lee
親愛的約翰·史密斯，
謝謝你的幫助。很抱歉，我完全了解您的擔憂，我正在更新您的問題，以便有人能夠立即更仔細地了解情況。請稍候，我們會盡快給您提供更多詳細資訊。
緻以最誠摯的問候，
Lily Lee
05客戶對産品品質提出投訴-B
Dear John Smith,
Thank you for your email.
First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our product better.
We also observe some crucial information in your complaint concerning our products as well as the degree of our services.
To help us transfer your complaint to the production department, we would be grateful if you could provide us with vital information by filling the form attached to this email.
Once again, we are sorry for the
inconveniences we have caused you.
Best regards,
Lily Lee
親愛的約翰·史密斯:
感謝您的郵件。
首先，我想為你最近經曆的麻煩和挫折道歉。我想讓你知道，你的投訴和回報将給我們機會來解決可能發生的任何問題，并幫助我們使我們的産品更好。
在你們的投訴中，我們也注意到一些關于我們産品和服務程度的關鍵資訊。
為了幫助我們将您的投訴轉移到生産部門，如果您能通過填寫本郵件附件中的表格向我們提供重要資訊，我們将不勝感激。
給您帶來的不便，我們再次表示歉意。
最好的問候,
Lily Lee
06客戶對産品品質提出投訴-C
Dear John Smith,
Thank you for taking time out of your busy schedule to write to us and express your grievances on how our products and services do not meet up with your expectations.
At [ABC Company], our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable [Product name] for their business without delay.
We will get back to you shortly to inform you on the methods we have adopted in resolving the issues you have encountered with our products recently. Furthermore, we will assess your complaints to come up with measures we can adopt to prevent issues of this nature in subsequent times.
Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.
Thank you for your patronage.
Best regards,
Lily Lee
親愛的約翰·史密斯:
感謝您在百忙之中寫信給我們，表達您對我們的産品和服務不符合您的期望的不滿。
在[ABC公司]，我們最大的願望是確定我們的各級客戶都滿意，并盡快找到最适合他們業務的[産品名稱]。
我們将很快回複您，告知您我們已經采取的方法來解決您最近遇到的我們産品的問題。此外，我們将評估您的投訴，以提出我們可以采取的措施，以防止今後發生此類問題。
給您帶來的不便，請接受我們誠摯的歉意。我們的願望是讓您成為我們最珍視的客戶之一，并希望在以後的日子裡為您提供更好的服務。
謝謝您的惠顧。
最好的問候,
Lily Lee