问题: 丝印出错两次，客户非常生气恼火，如何让合作顺利下去?一张重做的订单上次重做原因为印刷质量不佳，以及下面少了三行字句。但是第一批也是赠送给了客人。此次第二批完成，准备寄货，拍照给客人看。但是客户再次告知印刷内容有误客人告知有两个前面的字母有误。但是此两字母在第一批时也是有误的。客户当时收到第一批时却只告知了少三行字句，以及印刷质量不佳。所以我们在第二批就只有做质量的改进以及加三行字句。现在客户要求立马修改，但是已无法修改，并且威胁此订单若不修改，即要一并退款其他所有订单，也不让延期到年后,态度强硬，其他订单还有近 2500 件的衣服未出若一并退款损失惨重。
回复思路:以不同的身份表达对此事的重视 并且给与赔偿
以业务员的名义回复话术:Dear Xxx,
I’m very sorry for the trouble we brought to you, please kindly accept our sincerely apologize. I can image that you are not very happy, in fact, I am also very very not happy if I were you. We just held serious meeting for your issue tonight, and had offered the solution as below,
- We will do the fastest to remake and take all remaking cost by our side.2. We would undertake extra express shipping fee by our side if delivery that style alone by expressonce finished.
- Compensate extra 3% fee of this order to you
For the issue happened, our inspection employee and our production clerk took their accordingly responsibility too. We would strength our quality and procedure training for QC dept, especially, weadd a new QC dept during production. Just the problem had been caused, now we should take allmeasures to solve it, and please kindly take consider to ship other products first, we really worry for youthat your store will have not enough product for selling.
Please do trust we always stand the same side with our customer, this is the lost for both of us, and we will make effort to compensate.
Best Regards
Xxx
以经理的名义回复话术:
Dear Xxx,
How are you ?
This is sales manager XXX(经理名字) on behalfof XXX(你们公司名字),it is my honor to knowyou from Xxx(业务的名字), please kindly accept our apologize after a serious meeting with ourcompany all depts.
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