投诉处理-外贸常用邮件模板

如何冷静应对并妥善解决客户提出的投诉，将对双方未来的合作至关重要。
以下是6个外贸业务员常用邮件模板-投诉处理：你可以根据自己的行业、公司、产品情况以及自身的经验判断进行调整和完善，做出一套适用于自己的邮件模板，从而让你在以后每一次与客户进行邮件沟通的时候都能够高效省时，最大程度上提升你的客户开发跟进工作的整体效率和效果。

01、由于产品包装不当出现破损导致客户投诉

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

亲爱的约翰·史密斯：

我谨代表[ABC公司]的每一个人，对上周从我们这里收到的有缺陷的产品表示歉意。这种情况当然不寻常，我们对可能造成的不便深表歉意。在[ABC公司]，我们努力让客户满意，并优先考虑他们的需求。因此，我们将[退款，更换有缺陷的产品]。我们欠你这个人情，如果我们在这方面还有什么可以做的，请通知我们。同样值得一提的是，我们将确保负责此事的工作人员充分意识到他们的错误及其后果。在客户满意方面，我们绝不妥协。

致以最诚挚的问候，

Lily Lee

02、由于业务人员的不当行为导致客户投诉

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

亲爱的约翰·史密斯：

请接受我对您在[某个日期]从我们的一名员工那里得到的糟糕服务的歉意。我同意你的观点，那是完全不可接受的；然而，让我向你保证，这是一个单独的事件。我们不赞成这种行为。所表达的不恰当想法不符合我们的使命和观点。我们对员工进行了很好的培训，但有时会发生糟糕的事情。为了应对这一不幸事件，我们将[退款，给你折扣]。此外，还采取了必要的纪律处分。我们将确保实施额外的预防措施，以改善我们的服务。如果我能为你做什么，请通知我。

谢谢你的理解。期待与您再次合作。

致以最诚挚的问候，

Lily Lee

03、客户收到货物后发现实际数量与订单数量不符

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

亲爱的约翰·史密斯，

我收到了你的投诉信，非常震惊！我真的很抱歉你的失望。必须有一个合理的解释来解释发生了什么，因为这些事件不是每天都发生的。我将调查此事，找出造成这种混乱的真正原因。你的案子将得到严格和紧急的处理。无论是什么原因，都将提供令人满意的解决方案。在任何情况下，我们都不会损害客户的满意度，我们将确保您能够面带微笑地离开这一体验。这是一种非常罕见的情况。请放心，这不会再发生了。我看重你的生意，很后悔失去它。在我们进行必要的调查和了解情况的同时，请留出【2天】的时间。我将很快回复您，并告知您我们的调查结果和我们计划采取的步骤。

致以最诚挚的问候，

Lily Lee

04、客户对产品质量提出投诉-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

亲爱的约翰·史密斯，

谢谢你的帮助。很抱歉，我完全理解您的担忧，我正在升级您的问题，以便有人能够立即更仔细地了解情况。请稍候，我们会尽快给您提供更多详细信息。

致以最诚挚的问候，

Lily Lee

05、客户对产品质量提出投诉-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

亲爱的约翰·史密斯:

感谢您的邮件。

首先，我想为你最近经历的麻烦和挫折道歉。我想让你知道，你的投诉和反馈将给我们机会来解决可能发生的任何问题，并帮助我们使我们的产品更好。

在你们的投诉中，我们也注意到一些关于我们产品和服务程度的关键信息。

为了帮助我们将您的投诉转移到生产部门，如果您能通过填写本邮件附件中的表格向我们提供重要信息，我们将不胜感激。

给您带来的不便，我们再次表示歉意。

最好的问候,

Lily Lee

06、客户对产品质量提出投诉-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

亲爱的约翰·史密斯:

感谢您在百忙之中写信给我们，表达您对我们的产品和服务不符合您的期望的不满。

在[ABC公司]，我们最大的愿望是确保我们的各级客户都满意，并尽快找到最适合他们业务的[产品名称]。

我们将很快回复您，告知您我们已经采取的方法来解决您最近遇到的我们产品的问题。此外，我们将评估您的投诉，以提出我们可以采取的措施，以防止今后发生此类问题。

给您带来的不便，请接受我们诚挚的歉意。我们的愿望是让您成为我们最珍视的客户之一，并希望在以后的日子里为您提供更好的服务。

谢谢您的惠顾。

最好的问候,

Lily Lee