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外贸企业工作人员应了解一点处理客户投诉技巧
来源:中国丙纶网 - 中国纤维网旗下网站 添加人:service4 添加时间:2019-1-25

    

作为一名外贸企业工作人员,应了解一点处理客户投诉技巧,有部分工作人员在相关内容学习时关注到了国内的一些教程,实际上这样的教程学习所具有的帮助相对较小,国内用户投诉机制和国外用户投诉具有着本质的不同,特别是在涉外贸易往来之中更是如此。

国内用户在投诉时往往是通过当面投诉,电话投诉以及页面留言投诉三种模式来完成,而相较于国外用户投诉往往是通过网上信函沟通这种方式来完成的,而且国外用户的一些事件处理态度和国内用户也有着本质的区别,因此在相应技巧学习过程中,要针对用户国家、地域不同,针对该地域用户的特点来展开学习。例如:

Manager Wang Dongliang

We have received your shipment of porcelains and found problems in the inspection process when we received the goods. We have purchased 150 pieces of blue and white porcelains, 200 pieces of porcelain vases, 260 imitation Ru kiln ceramics, and 150 pieces of blue and white porcelains with defects from your company have reached 11 pieces. There are 15 pieces of porcelains and our products. There are differences in the flowers on the vase surface of the products required for customization, which leads to great dissatisfaction of our sales manager. We hope your company will give us an explanation.

王栋梁经理

我方已收到贵方的这批瓷器货物,在收到货物时检查过程中发现贵公司所运送来的这批货品存在问题,我公司购入产品为150件青花瓷器150件,摆件瓷瓶200件,仿汝窑陶瓷器皿260件,贵公司所寄来的150件青花瓷器中有瑕疵产品达到了11件,瓷瓶产品中有15件产品和我方所要求定制的产品瓶面花卉有差异,这导致我方销售部经理极为不满,希望贵公司给出解释。

从上面的信函中可以看到,该产品购入方企业对于这批产品的质量出现问题非常不满,而从该公司信函往来中可以发现这家公司在外贸企业销售方购入产品应超过一次以上,原因就在于在信函之中并没有提到其服务品质等相关问题,这说明产品购入方对于产品销售外贸企业是有信赖度的。

Leo John

We are deeply sorry about this incident. In view of the defective products of 150 blue and white porcelain pieces sent out, we have launched an investigation. During the investigation, we found that 150 blue and white porcelain products sent by us had been strictly inspected before shipment. No problems were found. The reason for the problems should be due to collision in the course of shipping. We have already made a survey for these products. The insurance company will be responsible for this batch of products after the purchase of freight insurance. After the investigation by the insurance company, we will put the relevant funds of these 15 products into your account. There are differences in the floral paintings on the surface of porcelain vases because there are two enterprises supplying the products separately in the production process. This point has been clearly stated in the product retrieval catalogue mailed to you. You can review the product retrieval catalogue again. The catalogue clearly indicates that there will be some differences in the appearance of this batch of products, and this is what we have in the contract. It has also been mentioned. I hope our cooperation will be more pleasant after that.

约翰先生

对于此次事件我方深感抱歉,针对于所送出的150件青花瓷器中有瑕疵品问题,我方已展开了调查,调查中发现我方所邮寄的150件青花瓷器产品在装船前已进行了严格的检查,没有任何问题,之所以出现问题,应该是在海运过程中因为碰撞所导致,我方已为此批产品购买了货运保险,保险公司会对此批产品负责,在保险公司调查后,我方将把这15件产品的相关款项打入贵公司账户之中。瓷瓶表面的花绘存在差异,是因为这一批产品在生产过程之中是有两家企业分别供货的,这一点我方在邮寄给贵方的产品检索目录中已经作了明确说明,贵方可再次审阅产品检索目录,目录中明确说明这一批次产品在外观方面将有一定差异,而这一点我们在合同中也已经提及。希望此后我们的合作将会更为愉快。

可以看到在这篇回函之中,该外贸企业对相关问题逐项进行了说明。对于欧美国家的产品销售一旦出现问题之后,要第一时间解决问题,不要敷衍了事,欧美国家用户在遇到问题时喜欢直指问题根源,并且希望在最短时间内获得明确答案,而不是做官样文章,因此在解决这一类型问题时,应该切入实际,切忌拖延时间过长。这是针对欧美国家用户处理客户投诉技巧的关键所在。国内很多企业只关注到解决问题,而在解决问题时间方面的态度很宽松,但是欧美国家用户不是如此,不论是在日常购买小件产品,还是在商务往来中的大笔订单处理时,欧美国家用户对于解决问题时间都是非常敏感的,因此在解决外贸用户企业问题时,在时间方面不容出现偏差,否则很容易导致交易受损,甚至会因为这种原因而丢掉产期客户。

作者:CC.LIU
来源:邦阅网
https://yue.52wmb.com/article/19885