作为外贸业务员，最麻烦的，莫过于是面对客户投诉了：货也发了，客户的钱也

作为外贸业务员，最麻烦的，莫过于是面对客户投诉了：货也发了，客户的钱也收到了，过了几个月，居然被客户投诉货物有质量问题了。
碰到这样的情况，大家会有什么反应？
“这么低的价格就只有这个质量了，还指望用上100年啊？”
“真倒霉，被投诉，干脆不理他！”
最多的不外乎这两种心态。但是，抱着这样的心态，问题将会越来越糟糕。
我的经验是：客户一投诉，马上就要回复，告诉他你对这个事件的重视。假如你是工厂，可以这样回答：DEAR SIR，THANKS FOR YOUR MESSAGE.WE WILL FOLLOW THIS CASE。 WE WILL HAVE A MEETING WITH PRODUCING DEPT ，INSPECTION DEPT .THIS AFTERNOON TO DISCUSS THIS MATTER AND REVERT TO YOU .PLEASE SEND ME A PHOTO OF DAMAGE.
遇到这种情况，一定要记住：
第一、一定要马上回复，让客户等待太久会让他们疯狂，他们很有可能会把事情投诉到你的老板或者更高层的管理者处。
第二、一定要用WE，而不是用I，绝大多数情况下，用WE比用I更好。WE显得你更PROFESSIONAL，因为你代表一个公司而不是你私人。尤其在投诉的时候，WE表示你是有后台的！当然在这里要排除那些因为不使用外贸管理软件而被外贸业务员钻空飞单的情况。
第三、一定要有照片为证，俗话说”口说无凭“，谁知道的确是货物有问题还是客户恶意敲诈？和生产以及检验部门的会议也很重要，这个会议可以让大家多少知道些货物是否有问题，有多大的问题。
我曾经碰到过生产部门把我的色料混合错误，配比率搞错的事情。知道了错误所在，才能应对。我想公司内部的人，即使要对你隐瞒，也会比对客户的隐瞒少些。也就是说，你总是比客户知道的多些。假如你是外贸公司，应该马上跟工厂联系，开个会，尽量发现其中的问题所在，当然那个时候会议的主体，就是你和工厂了。
如果发现的确是我方的责任，要让对方提赔偿要求，不能自己先开口。对方提有一个好处，就是知道你要赔偿的底线在哪里。销售心理学有一个关于喊价的技巧：当对方是行家而你是外行的时候，让对方先喊价；当对方是外行而你是行家的时候，让对方先喊价；当双方都是行家或者都是外行的时候，你要主动先喊价。
总之，遇到投诉，一定要去积极地面对，这样才能解决问题，树立自己良好的声誉。

結果 (中文) 2:

As a foreign trade salesman, the most troublesome, than the face of customer complaints: the goods are made, the customer received the money, after a few months, even by the customer complaint the goods have quality problems.
encountered such a situation, we will have what reaction?
"such a low price is only the quality, expect for 100 years?"
"really bad luck, complaints, simply ignore him!"
most either of these two kind of attitude. However, with this mentality, the problem will be worse and worse.
my experience is: a customer complaint, going back, tell him you on this event's attention. If you are factory,Can reply: DEAR SIR, THANKS FOR YOUR MESSAGE.WE WILL FOLLOW THIS CASE. WE WILL HAVE A MEETING WITH PRODUCING DEPT, INSPECTION DEPT.THIS AFTERNOON TO DISCUSS THIS MATTER AND REVERT TO YOU.PLEASE SEND ME A PHOTO OF DAMAGE.
encountered such a situation, we must remember:
first, must respond immediately, let the customer waiting too long will make them crazy, they are likely to make things complaints to you boss or more senior managers.
second, you must use WE, instead of I,The vast majority of cases, I is better than WE. WE is your PROFESSIONAL, because you represent a company is not your private. Especially in the complaint, WE said you have the background! Of course, here to exclude those that do not use foreign trade management software is foreign trade salesman drill to fly alone.
third, must have photographs, as the saying goes "words alone are no proof." who knows, is indeed a problem with the goods or the customer malicious blackmail? And production and inspection department is also very important meeting, this meeting lets you know some goods if there are problems, the issue of how much.
I've met my pigment production sector mixed error, something wrong with the ratio. Know where is wrong, to deal with the. I think people inside the company, even to withhold from you, will conceal less than customers. That is to say, you always know more than the customer. If you are a foreign trade company, should immediately contact with the plant, to open a meeting, try to discover the problem, of course, subject to meeting at that time, that you and the factories.
if it is indeed our responsibility, let them put a claim, not their first opening. The other is a benefit, you just know where the bottom line for compensation.Sales psychology has a bid skill: when the other party is a connoisseur and you are an outsider when, let the other party to bid; when the other party is a layman and you are an expert in time, let the other party to bid; when both sides are experts or are out of time, you should take the initiative to bid. All in all, if the complaint, must to face, so that we can solve the problem, and set up a good reputation.

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