恍惚间外贸路将要4个年头了 。
2012 本来就给我怪怪的感觉 ,2012 ,工作之始便得到客户收到产品后的极不满意 ,内心真的是极度悲凉 !
付客人original email 如下 ,希望路过的前辈,外贸精英们 ,各行的易友们多多给偶写建议,小女子将不胜感激了 ,( 做了两年多的客户真的万千个不舍得因此丢失 )
NOTE: Virgin Remy goods are not big problem only have to pay more attention.
But STW and SPW big problem about color scheme, short hairs, the hair ends problem
(very poor) and color 27 has black hairs. The details are as above.
Like this position really I am very confused and I don’t know how can
continues the business, some time some problem and some time another problem, s
o many time my personal visits in your factory and after long discussion we decided
and agreed everything very clear, but I don’t understand, some time the same
thing is very good and the next time that is the same thing is different and wrong,
its means can do but not for always, for me this is very difficult to understand this s
ituation. My question is this, where is the error? Is there mismanagement?
Is there problem of non technical person? Is there no professionalism? Is there no
pay the attention? Is there wrong supervision? Or is there no seriousness? Kindly let
me know about this, I will be highly appreciated to you, like this position I cannot
waste the time, loose the customers, loose the business and glory of business .
个人观点:1.和公司的相关同事和领导总结出客户提出的产品问题的根源是什么,给客户一个合理的解释。2.重新生产客户所订购的货物,运费也有厂家出,如果这次再出现质量问题,尊重客户的决定,不再继续合作。虽然不知道货值是多少,运费的费用多少,是否有报关等方面的涉及,但是无论怎样,一个好的客户还是值得这么做的。毕竟建立一个客户本身就不容易,可以看出你的客户很好,就像楼上的回复一样,语气不是很强势。3.再说些软话,让客户的情绪平静些。然后一起干接下来怎么尽可能挽回损失。以上只是个人的意见,有不妥的地方多包涵,请见谅。
这个客户应该是算是个挺善解人意的客户。
邮件里关于这些投诉的语气也不是很生硬。
所以,应该还有很大的希望继续合作。
我觉得目前来说,主要的关键是,要坦率地和客户沟通,告诉他到底是什么原因的问题,然后你们也给表个态,相信客户应该会被你们的真诚打动的。