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外贸业务员如何正确应对客户的投诉?
AB客
2019-11-11

如何处理客户的投诉是外贸业务员经常感到头疼的问题,而且这个问题还必须要处理好,不然很容易影响自己在这个行业的发展。

To deal with customer's complaint is the problem that foreign trader often feel headache and must be well done with; otherwise it will affect the self development in this industry.

那么,如何更好的处理客户的投诉呢?有哪些好用的方法和技巧?

So, how to  deal with customer complaints better? What are some useful methods and techniques? 

一、学会以柔克刚,不要以硬碰硬

Learn to do with them mildly

我们在看一些武侠小说的时候,就经常看到四两拨千金,以柔克刚的场景,很多功力不如对方的人可以使用太极功夫来打败敌人。同理,当一个客户气势汹汹而来,尤其是脾气暴躁的一些客户,你如果硬碰硬,直接硬刚他,那最后的结局就无法收拾了,很有可能是你丢掉了饭碗,但是客户并没有什么大的损失。到最后我们业务员和老板的损失更大,而且每个客户的开发成本都很高,要付出我们的时间和精力。所以即便在争斗中我们一时占了上风,似乎赢了,最终还是输了。他下个订单给别人了,这样你以后的工作还怎么开展?

When we read some martial arts novels, we often see the scene of victory made by wisdom. Many people who are not as skillful as the other side can use tai chi to defeat the enemy. Similarly, when a customer comes with a fierce attitude, especially some customers with a bad temper, if you try to confront him directly, the final outcome will be impossible to clean up. It is likely that you lost your job, but the customer has no big loss. In the end, the loss of our salesman and boss is even greater, and the development cost of each customer is very high, which requires our time and energy. So even though we had the upper hand in the fight for a moment and seemed to win, we will lose in the end. The customer places an order to someone else, so how can you carry out your work in the future?

所以,先要把客户的火气消掉,让他感觉你这个人还可以,愿意听你去说,这样才能进行良好的沟通。

Therefore, the customer's anger should be eliminated first, so that he can feel that you are okay and will be willing to listen to you to say, so as to have a good communication.

投诉

第二:我建议你把整个过程再复盘一遍,确认一下你产品的整个生产过程是否每一步都是按照客户的要求来进行的。

I suggest that you repeat the whole process and confirm whether the whole production process of your product is carried out according to the customer's requirements.

如果确实是按照客户要求进行的,你没有过错,那你现在需要做的就是想办法如何全力配合客户,找到一个解决办法让双方都满意。

If you are not at fault for following the client's instructions, then all you need to do now is to figure out how to fully cooperate with the client and find a solution that satisfies both parties.第三:如果在复盘过程中发现是你自身的原因,在沟通过程中因为你的理解出现偏差,导致了现在这个结果,那么你就要想办法避免今后类似的状况发生。

If it is found that it is your own fault in the process of reply, and your misunderstanding in the process of communication leads to this result, then you should try to avoid similar situations in the future.

出现这个事情也反映了你们双方各自对订单处理流程都不够规范。

The occurrence of this matter also reflects that both of you have not standardized the order processing process.

可以让你的经理出面,加强监督管理,规范订单操作处理流程。

You can let your manager come forward, strengthen supervisory management, and standardize the operation processing process of orders.

今后对产品的一切要求必须都要完整的体现在合同订单中,每一项都要经过客户签字确认。

In the future, all requirements for products must be fully reflected in the contract, and each item must be signed by the customer for confirmation.

因为光光是邮件描述,还是比较容易遗漏和出现偏差的。

Because the mere description of the mail is relatively easy to miss and deviation.

金钱不是万能的,不是所有投诉都用钱可以解决,出现了问题也不要只想着赔偿了事。Money is not omnipotent, and not all complaints can be solved with money. So if there is a problem, do not just want to make compensation with money.

分析解决问题的思路才是最重要的,关键是要给客户一个感觉,就是你有能力来解决发生的问题。

The key is to give the customer a sense that you have the ability to solve the problem.

有很多问题的解决,不是非此即彼,而是有创造性的方案的,能够把损失降低到最小。积极主动地去思考这些创造性的方案,也让客户去想这些创造性的方案。

Many solutions to problems are not single but creative which can minimize losses. Be proactive in thinking about creative solutions, and you can also let the customer think about some creative solutions.

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