作為一名外貿(mào)企業(yè)工作人員，應(yīng)了解一點處理客戶投訴技巧，有部分工作人員在相關(guān)內(nèi)容學習時關(guān)注到了國內(nèi)的一些教程，實際上這樣的教程學習所具有的幫助相對較小,國內(nèi)用戶投訴機制和國外用戶投訴具有著本質(zhì)的不同，特別是在涉外貿(mào)易往來之中更是如此。

國內(nèi)用戶在投訴時往往是通過當面投訴，電話投訴以及頁面留言投訴三種模式來完成，而相較于國外用戶投訴往往是通過網(wǎng)上信函溝通這種方式來完成的，而且國外用戶的一些事件處理態(tài)度和國內(nèi)用戶也有著本質(zhì)的區(qū)別，因此在相應(yīng)技巧學習過程中，要針對用戶國家、地域不同，針對該地域用戶的特點來展開學習。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.

王棟梁經(jīng)理

我方已收到貴方的這批瓷器貨物，在收到貨物時檢查過程中發(fā)現(xiàn)貴公司所運送來的這批貨品存在問題，我公司購入產(chǎn)品為150件青花瓷器150件，擺件瓷瓶200件，仿汝窯陶瓷器皿260件，貴公司所寄來的150件青花瓷器中有瑕疵產(chǎn)品達到了11件，瓷瓶產(chǎn)品中有15件產(chǎn)品和我方所要求定制的產(chǎn)品瓶面花卉有差異，這導致我方銷售部經(jīng)理極為不滿，希望貴公司給出解釋。

從上面的信函中可以看到，該產(chǎn)品購入方企業(yè)對于這批產(chǎn)品的質(zhì)量出現(xiàn)問題非常不滿，而從該公司信函往來中可以發(fā)現(xiàn)這家公司在外貿(mào)企業(yè)銷售方購入產(chǎn)品應(yīng)超過一次以上，原因就在于在信函之中并沒有提到其服務(wù)品質(zhì)等相關(guān)問題，這說明產(chǎn)品購入方對于產(chǎn)品銷售外貿(mào)企業(yè)是有信賴度的。

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.

約翰先生

對于此次事件我方深感抱歉，針對于所送出的150件青花瓷器中有瑕疵品問題，我方已展開了調(diào)查，調(diào)查中發(fā)現(xiàn)我方所郵寄的150件青花瓷器產(chǎn)品在裝船前已進行了嚴格的檢查，沒有任何問題，之所以出現(xiàn)問題，應(yīng)該是在海運過程中因為碰撞所導致，我方已為此批產(chǎn)品購買了貨運保險，保險公司會對此批產(chǎn)品負責，在保險公司調(diào)查后，我方將把這15件產(chǎn)品的相關(guān)款項打入貴公司賬戶之中。瓷瓶表面的花繪存在差異，是因為這一批產(chǎn)品在生產(chǎn)過程之中是有兩家企業(yè)分別供貨的，這一點我方在郵寄給貴方的產(chǎn)品檢索目錄中已經(jīng)作了明確說明，貴方可再次審閱產(chǎn)品檢索目錄，目錄中明確說明這一批次產(chǎn)品在外觀方面將有一定差異，而這一點我們在合同中也已經(jīng)提及。希望此后我們的合作將會更為愉快。

可以看到在這篇回函之中，該外貿(mào)企業(yè)對相關(guān)問題逐項進行了說明。對于歐美國家的產(chǎn)品銷售一旦出現(xiàn)問題之后，要第一時間解決問題，不要敷衍了事，歐美國家用戶在遇到問題時喜歡直指問題根源，并且希望在最短時間內(nèi)獲得明確答案，而不是做官樣文章，因此在解決這一類型問題時，應(yīng)該切入實際，切忌拖延時間過長。這是針對歐美國家用戶處理客戶投訴技巧的關(guān)鍵所在。國內(nèi)很多企業(yè)只關(guān)注到解決問題，而在解決問題時間方面的態(tài)度很寬松，但是歐美國家用戶不是如此，不論是在日常購買小件產(chǎn)品，還是在商務(wù)往來中的大筆訂單處理時，歐美國家用戶對于解決問題時間都是非常敏感的，因此在解決外貿(mào)用戶企業(yè)問題時，在時間方面不容出現(xiàn)偏差，否則很容易導致交易受損，甚至會因為這種原因而丟掉產(chǎn)期客戶。

（來源：邦閱網(wǎng)）