任何人做生意，都不希望出現(xiàn)任何問題，比如員工服務(wù)態(tài)度問題，比如車間排產(chǎn)問題，比如產(chǎn)品質(zhì)量問題，比如售后服務(wù)問題等。但是問題是在所難免的，總會有這樣那樣的問題出現(xiàn)，這就需要我們?nèi)ネ咨铺幚韱栴}，盡最大努力向客戶道歉并予以彌補(bǔ)。

No one wants to meet any problems when doing business. 

• Customer Service

• Workshop Production

• Product Quality

• After-sales Service

• 。。。

However, problems are inevitable. It comes now and then. We need to deal with the problems properly and do our best to apologize to the clients and make up for what they have suffered.

許多公司都害怕向客戶寫道歉信，因為他們害怕為不好的事情承認(rèn)錯誤,接受指責(zé)。 然而，道歉不是世界末日，道歉是更好合作的開始，道歉以后還要提供合理的解決方案，這在先前的文章里反復(fù)強(qiáng)調(diào)過了。很多人覺得說聲對不起就完事了，這遠(yuǎn)遠(yuǎn)不夠。

Many companies dread writing apology letters to their clients out of fear of admitting wrongdoing or accepting blame for an unpleasant situation. However, an apology is not the end of the world – in fact, it is a new beginning of cooperation. 

You must provide your clients with proper and reasonable solutions after you apologize. It's not ok with only an apology, that's far from the satisfication.

外貿(mào)干貨！提高員工跟進(jìn)客戶的能力，這靠這篇了

外貿(mào)鐵手腕：如何讓新客成為老客，獲得更多訂單？ How to get old clients and more orders?

——Mike外貿(mào)說

Apologizing for a Damaged or Defective Product or Service

產(chǎn)品問題最大的問題，在之前分享的致企業(yè)管理者告白書：一個企業(yè)的發(fā)展，靠的究竟是什么？和沒有這個意識，外貿(mào)企業(yè)難以存活或發(fā)展中就特別強(qiáng)調(diào)，產(chǎn)品質(zhì)量是一切利益的核心，是企業(yè)發(fā)展的核心。

Product problems are the biggest problems. In previous articles shared, it was emphasized that product quality is the core of all interests and the core of enterprise development.

一旦出現(xiàn)產(chǎn)品質(zhì)量問題，而你又不能平復(fù)客戶的煩躁心理，也不能提供有效可行的解決方案，那今后就不會再收到對方的訂單了。

Once there's something wrong with the quality of your products, you can't  calm their nerves, and can't provide them with effective and feasible solutions, then you'll never receive their orders any more in the coming years.

Bad Example：

Dear ***,

Thank you for contacting us about the defective products.

Please allow me this opportunity to apologize for the inconvenience you experienced with these items.

If you would like to order new ones, please send details to ***@***.com , or call us +86-186 **** ****.

Thanks, and we are sorry again.

Sincerely,

***

Good Example:

Dear ***,

Thank you for contacting us about the defective products.

We are truly sorry that the items you received did not function as promised. 

We understand your anger and disappointment, and seriously apologize for any inconvenience it may have brought you.

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.

We have gone ahead and shipped you some new ****, which should arrive at your specified address in *** 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.

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.

Thank you again for bringing this issue to our attention—please feel free to contact with any further concerns.

Sincerely yours,

***

應(yīng)該做：

Things to do:

• 解釋為什么缺陷/損壞發(fā)生

  Explain how the defect/damage happened.

• 主動為客戶提供必要的替代品。

  Proactively provide clients with the necessary substitutes.

• 如果需要，為客戶提供一定的折扣，以表明關(guān)心他們對于你的產(chǎn)品或服務(wù)的滿意度。

  If needed, offer the clients a certain discount, to show that you care about their satisfaction on your products or service.

• 表明公司將采取措施，以確保類似情況不會再現(xiàn)
  Guarantee that measures will be taken to avoide such problems

• 向客戶表示，如有問題，我們愿意提供協(xié)助
  Provide help

不要做：

Things can't do:

• 道歉表達(dá)模糊不清
  Vague Apologies
  
  

• 找借口或推卸責(zé)任
  Make excuses or pass the buck
  
  

• 保持問題未解決狀態(tài)
  Leave the problems unsolved
  
  

• 讓客戶自己采取額外的步驟，以便減少損失，例如重新訂購產(chǎn)品。
  Let the clients take extra steps on their own so as to decrease their own loss, such as reordering the products.