售后服務(wù)用這些辦法寫郵件，竟然挽回了比前任更難挽回的客戶

跨境知道
2018年12月18日 09:57
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任何賣家在運營的過程中都會遇到各種問題，比如服務(wù)態(tài)度，產(chǎn)品質(zhì)量、斷貨、售后服務(wù)等問題。但問題出現(xiàn)后，需要我們做的是妥善處理問題，盡最大努力向客戶道歉并告知客戶具體的解決方案。許多賣家都害怕向客戶寫道歉信，因為害怕被客戶責(zé)罵，害怕事情變得更糟。然而，道歉不是世界末日，如果表達得當(dāng)，道歉可以是增進與客戶合作的手段，客戶會覺得你負責(zé)任，可信賴。那么，道歉也可能是更好合作的開始。以下是一些道歉信的案例，希望能夠?qū)δ墓ぷ饔兴鶐椭?nbsp;

案例一：為損壞或缺陷產(chǎn)品道歉

Dear XX,
Thank you for contacting us about the defective products.
感謝您跟我們溝通關(guān)于瑕疵產(chǎn)品的事。
We are truly sorry that the items you received did not function as promised.
對于您收到這樣的產(chǎn)品我們感到非常抱歉。
We understand your anger and disappointment, and seriously apologize for any inconvenience it may have brought to you.
我們完全能理解您的憤怒和失望，并對由此給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.
任何一款產(chǎn)品運輸前，我們都會進行多項質(zhì)量檢查。因為我們想要的只是給客戶最好的產(chǎn)品，然而仍然有少量質(zhì)量不過關(guān)的產(chǎn)品被寄過去，我們深感遺憾。
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.
目前我們已經(jīng)給您寄去一批新的產(chǎn)品，應(yīng)該會在XX個工作日到達您制定的地點。當(dāng)您收到貨物的時候，煩請將瑕疵商品寄回，以便我們再次檢查。這樣我們就能找出原因，并在接下來的生產(chǎn)中避免再次發(fā)生類似情形。
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.
我們知道對于銷售而言時間很重要，因此為了補償您，我們愿意在您下次購買時給與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.
再次感謝您告知我們這個問題——有事請隨時與我聯(lián)系。
Tips
（1）解釋為什么缺陷/損壞發(fā)生。
（2）主動為客戶提供必要的替代品。
（3）如果需要，為客戶提供折扣。
（4）表明將采取措施，以確保類似情況不會再現(xiàn)。
（5）向客戶表示愿意提供協(xié)助。

案例二:為交貨期延遲道歉

We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.
我們很抱歉地告知您，您在我公司購買的XX產(chǎn)品，可能無法按時交貨了。
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 （日期）
, on which we have confirmed with our production department for your shipment.
這批特別受歡迎的產(chǎn)品需求量已遠超出預(yù)期，目前我們庫存已耗盡。但最新一批產(chǎn)品將在（日期）準(zhǔn)備好，我們已經(jīng)和生產(chǎn)部門確定了您的出貨。
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.
我們知道作為一個專業(yè)的客戶，在您下單之后當(dāng)然希望能夠準(zhǔn)時收到產(chǎn)品。很抱歉我們讓您失望了，為此，我們想要向您表達誠摯的歉意。
Please advise us on whether you would like to cancel your order or have us ship the goods once they become available.
煩請告知我們您的想法，是取消訂單還是等訂單到了我們給您發(fā)貨。
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.
我們會向您及時報備最新的生產(chǎn)和出貨信息。對您造成的不便，再次說聲抱歉。如果您有任何需要請聯(lián)系我們。
Tips
（1）解釋為什么裝運推遲。
（2）讓客戶知道你會盡快為他們準(zhǔn)備貨物。
（3）表示對此造成的不便你很在乎。
（4）表明會讓客戶知道生產(chǎn)和裝運的情況。
（5）向客戶表示愿意提供協(xié)助。

案例三：為產(chǎn)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.
我們ABC有限公司的使命就是給客戶提供最優(yōu)質(zhì)的產(chǎn)品和服務(wù)。我們對于此次出現(xiàn)的XX系列產(chǎn)品沒有達到這個要求很抱歉。
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.
盡管我們已經(jīng)在出貨前進行產(chǎn)品檢測，但真的很抱歉由于機器問題，這個系列的產(chǎn)品被發(fā)現(xiàn)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.
但請放心，我們愿意開誠布公地跟您溝通，以確保您的業(yè)務(wù)不會受到這個問題的影響。
Meanwhile, you can return all the defective products to us free of charge to the following address for maintanance or replacement:
與此同時，您可以將有瑕疵的商品退回到以下地址（費用我們出），我們會給您更換合格的產(chǎn)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.
我們對受此影響的重要客戶表示深切的歉意。此后，我們將繼續(xù)提高我們的產(chǎn)品質(zhì)量并且加強檢測流程，讓客戶更加滿意。
Sincerely,
XX
Tips
（1）解釋問題出現(xiàn)原因。
（2）積極解決問題。
（3）讓你的客戶感到被重視。
（4）詳細說明召回情況。
（5）給出具體操作說明。

案例四：為糟糕的服務(wù)態(tài)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，我想對杰克的糟糕經(jīng)歷表示我最誠摯的歉意。
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.
我們理解您在與他溝通時沒有得到專業(yè)的服務(wù)，以及您長時間等待他的回復(fù)后感到更加沮喪。
At ABC 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，我們要求所有的員工要以專業(yè)的態(tài)度，確保客戶100％滿意。我知道我們已經(jīng)讓你失望了，我們非常抱歉。
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.
我們會盡最大努力培訓(xùn)我們員工如何更好地為客戶服務(wù)，提升他們的專業(yè)能力，您的需求得不到滿足，我們將采取措施確保在未來的日子里不再重復(fù)這種情況。
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.
我們想感謝您提出這個問題。我們一直在尋找改善服務(wù)的方法，您的反饋意見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.
如果您需要任何幫助，請直接告訴我們，我們將非常樂意為您提供幫助。
Sincerely,
***
Tips
（1）向客戶表示誠摯的道歉
（2）具體說明發(fā)生了什么
（3）照顧客戶的感受
（4）表明公司將采取措施，以確保類似情況不會再現(xiàn)
（5）向客戶表示，如有問題，我們愿意提供協(xié)助
成功的道歉可以將消極的體驗變成積極的體驗。但如果你保持沉默，置之不理，那么客戶就會隨便甩給你一個1星差評，直接影響店鋪銷量。