问题:我这边有个客诉问题，这是一个开模的客户，在开模之初客户要求产品可以洗碗
机安全， (产品用来种植物，但老外可能喜欢用洗碗机来清洁) 工厂也是可以做洗碗机安全的，但工厂在生产时少了一个关键工序导致产品不能洗碗机安全，货发到客户手里才被发现发现后我们与客户开会讨论希望承担客户说明不能洗碗机安全的说明书的费用和一些其他损失，订单金额是2万多美金，我们预计希望可以给客户承担 1000 到 2000 美金来解决问题但会后客户发来索赔函要求退还全部订单费用2 万多美金。这笔巨款我们显然是不能承担的但未来还要合作很多，我们希望尽可能降低赔款金额，维持好客户关系，想请教下如何周旋以及怎样的话术让客户接受较低的赔款?另外之前和客户签订过产品协议，要求必须洗碗机安全的，这次事故工厂全责，可以适当配合我们解决问题但全赔也是很难接受的。
回复思路: 建议全赔，但要分单赔，建议客户也可以以低价卖这些产品。
回复话术
Dear Xxx,
I am very sorry for the mistake and the loss that we brought to you. (I know any explanation can’t change the fact, anyway please do trust we are should’t make the mistake.
Anyway please do trust our product can also work as a xxx machine though it couldn’t support Dish Washing, you can try to sell them at a lower cost. We would love to take our responsibility to make the compensation to you, anyway please do trust this is the lost for both of us, as business partner now we also need the help from your side.
Today our company held a meeting of your order and we decided to compensate you about this order and we also request your understanding and confirm if you could accept:
1.We return $2000 to your first.
- The rest $18000 would be divided into 9 parts, that means we would compensate you $2000 for each future order that you place or deduct 10% from each future order until all these $18000 are deducted.
Please do trust we also have only around 7-9% profits in the order we delivered to you though we made the mistake in it, so our company really hope you could share your best understanding and support. If you could support us on the compensation sure our company would feedback you more in the future when you probably need
Looking forward to your kind reply
Best Regards
Yours Xxx.
未经允许不得转载：销售人 » 外贸客户因为产品质量客诉如何售后
