外贸业务人员在与国外客户长期合作的过程当中，很难完全避免所有业务环节都万无一失，在整个订单的开发执行和成交售后过程当中，一旦出现某些问题导致客户投诉，将会在很大程度上影响我们和客户之间的关系以及未来的长期合作。

因此，如何冷静应对并妥善解决客户提出的投诉，将对双方未来的合作至关重要。

以下是14个外贸业务员常用邮件模板-投诉处理：你可以根据自己的行业、公司、产品情况以及自身的经验判断进行调整和完善，做出一套适用于自己的邮件模板，从而让你在以后每一次与客户进行邮件沟通的时候都能够高效省时，最大程度上提升你的客户开发跟进工作的整体效率和效果。

1、由于产品包装不当出现破损导致客户投诉

Dear John Smith,

On behalf of everyone at [ABC Company], I want to apologize for the defective product that you received from us last week. This situation is certainly unusual and we are really sorry for the inconvenience that may have caused. At [ABC Company] we strive for our client’s satisfaction and prioritize their needs.

As a result, we are going to [refund your money, replace the defective product]. We owe you this and if there is anything more that we can do in this regards, please do inform us.

It’s also worth knowing that we'll make sure that the working staff responsible for this are well aware of their mistake and its consequences. There is no compromise when it comes to the satisfaction of our clients.

Best regards,

Lily Lee

2、由于业务人员的不当行为导致客户投诉

Dear John Smith,

Please accept my apologies for the poor service that you received from one of our staff on [some date]. 

I agree with you that it was totally not acceptable; however, let me assure you that this is a singular incident. We don't endorse such behaviour. The inappropriate thoughts that were expressed are not in line with our mission and views. We train our staff very well but sometimes bad things happen.

In response to this unfortunate incident, we are going to [refund your money, give you a discount]. Also, the necessary disciplinary actions have been taken. We will make sure to implement additional precautions to improve our services. If there is anything that I can do for you, please inform me.

Thank you for your understanding. Looking forward to doing business with you again.

Best regards,

Lily Lee

3、客户收到货物后发现实际数量与订单数量不符

Dear John Smith,

I have received your complaint letter with great shock! I'm really sorry about your disappointment. There has to be a logical explanation for what happened as these incidents don't happen every day.

I'm going to investigate the matter and find out the true cause of this confusion. Your case will be dealt with in a strict and urgent fashion. Whatever the reasons are, a satisfactory solution will be provided. We don't compromise our customers' satisfaction under any circumstances and we will make sure that you'll walk away from this experience with a big smiling face. This is a really rare and unusual situation. Rest assured that it won't happen again. I value your business and regret losing it.

Please allow for [2 days] while we carry out the necessary investigation and understand the situation. I will get back to you shortly and inform you about our findings and the steps that we will plan to take.

Best regards,

Lily Lee

4、客户收到货物后发现产品型号与实际定购的型号不一致

Dear John Smith,

I have received your complaint letter and I'm really sorry that we couldn't meet your expectations. This comes to me as a surprise due to the special attention that we give to each and every customer. It is not typical of us to write apology letters, so this situation is certainly unusual. Please accept my apologies for this mistake.

As a token of our regret, we are going to replace your product free of charge and will bear all costs related to shipping, collection, and delivery. I hope this solution is satisfactory and meets your expectations. We will do our best to ensure that such incidents won't repeat. Thank you very much for your business.

Best regards,

Lily Lee

5、客户对产品质量提出投诉 - A

Dear John Smith,

Thanks for reaching out. 

I’m so sorry, I definitely understand your concern and I’m escalating your issue so that someone can take a closer look at what’s going on right away.

Please standby and we will get back to you with more details ASAP.

Best regards,

Lily Lee

6、客户对产品质量提出投诉 - B

Dear John Smith,

Thank you for your email.

First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our product better.

We also observe some crucial information in your complaint concerning our products as well as the degree of our services.

To help us transfer your complaint to the production department, we would be grateful if you could provide us with vital information by filling the form attached to this email.

Once again, we are sorry for the inconveniences we have caused you.

Best regards,

Lily Lee

7、客户对产品质量提出投诉 - C

Dear John Smith,

Thank you for taking time out of your busy schedule to write to us and express your grievances on how our products and services do not meet up with your expectations.

At [ABC Company], our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable [Product name] for their business without delay.

We will get back to you shortly to inform you on the methods we have adopted in resolving the issues you have encountered with our products recently. Furthermore, we will assess your complaints to come up with measures we can adopt to prevent issues of this nature in subsequent times.

Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.

Thank you for your patronage.

Best regards,

Lily Lee

8、客户对产品质量提出投诉 - D

Dear John Smith,

I am really sorry that you weren't satisfied with the quality of our product. It's really unusual to receive complaint letters from our customers with all the care and attention that we give to each and every one. I'm really disturbed and totally understand your frustration. I want you to rest assured that we will handle your case in a strict manner and provide an satisfactory solution that will exceed your expectations.

Also, an investigation will be carried out to determine the root cause of the product quality problems and implement the necessary safeguards to prevent them from happening again. Expect a call from me within [2 days].

We have a reputation of keeping our customers happy and we want to make sure it is kept upheld. Please accept my sincere apologies.

Best regards,

Lily Lee

9、客户对产品质量提出投诉 - E

Dear John Smith,

I have received your complaint letter and I'm both shocked and disturbed. I'm really not used to writing apology letters to our customers; usually it's only "I'm glad you're happy" letters. But mistakes happen sometimes despite all the safeguards in place. In the event of such rare and unfortunate situations, we can only apologize and try to offer a suitable resolution. As a result, we've decided to [refund your money, give you a replacement, etc…]. I really hope this solution meets your expectations and corrects any deformed image of us.

To prevent such errors in the future, we are going to implement further safeguards and introduce additional quality inspections. It's our ultimate goal that all of our customers go through an exceptionally gratifying experience. We will do whatever it takes to achieve that.

I want to thank you personally for sending your letter and enlighten us about flaws in our production system. I would like to apologize once more and hope to have you as customer for many years to come.

Best regards,

Lily Lee

10、客户对产品质量提出投诉 - F

Dear John Smith,

First of all, let me express my sincere apologies for the unintentional mistake and the inconvenience caused thereafter. These incidents are not typical of us and we are disturbed about this as much as you are.

I have run a quick investigation to find out the reasons that led to this production error and I came to the conclusion that it's due to [state the reasons here. Make it short]. This is clearly a mistake at our end and we take responsibility for it.

In our best efforts to keep our customers happy and satisfied, we are going to [give you a new item, refund your money, etc…]. This is the least that we can do in the light of this unfortunate event. We strive for your satisfaction and we want to ensure a gratifying experience for all of our customers.

I would also like to inform you that we will take extra measures to make sure that such production errors don't happen again in the future.

I apologize again for the inconvenience.

Best regards,

Lily Lee

11、客户对产品质量提出投诉 - G

Dear John Smith,

On behalf of everyone at [company name], I would like to apologize for the trouble you had experienced with us recently. This comes as a shock to me given the attention we devote to every client and every order. This is not at all usual and this incident will not pass un-scrutinized.

We have taken many steps to narrow down the causes of this mistake and found out that [state the cause of the error without going into many details.] This is clearly our mistake and we take full responsibility for it. To fix this situation and regain your confidence in us, we will refund your money in full as a token of our sincere regret. I hope this adjustment fulfills your expectations and demonstrates how important you and every single customer is for us.

Your feedback was essential to realize this flow in our production system and we are taking all the necessary precautions to eliminate this and similar issues from happening again.

Thank you for sharing your feedback which we deeply appreciate. We value your opinion and see it as an opportunity to learn and improve.

Best regards,

Lily Lee

12、客户对产品质量提出投诉 - H

Dear John Smith,

It is with great regret that I received your complaint regarding the quality issue and it surprises me that such an unfortunate incident has happened to one of our valued customers. I can’t describe to you how sorry and shocked I am to know about this. [ABC Company] owes you its deepest apologies. We take pride in our customer satisfaction and these mistakes are not in line with our philosophy.

A lot of time has been invested to determine the root cause of this error and my team and I reached the conclusion that this was mainly the result of [state the cause of the error without going into many details.] Of course, none of this is your fault and we take full responsibility for this error. As a result and as a token of our acceptance to this mistake, we will [refund your money, give you 5% discount on your next order, etc…] We hope this is sufficient to solve the issue and clear any remaining inconvenience.

Also as part of our continuous strive for perfection, we are implementing a number of inspections and measures to ensure mistakes like these do not occur again. You deserve the best and we will make sure that you will get it with us.

Thank you for raising this matter and giving us an opportunity to perform even better. If you have any questions or doubts, please do not hesitate to contact us at any time.

Best regards,

Lily Lee

13、客户对产品质量提出投诉 - I

Dear John Smith,

We would like to offer our deepest apologies for the trouble you had to experience with this shipment. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous inspections and measures. We are very sorry that this happened to you but rest assured it won’t happen again.

After studying the matter, we found out that this error was the result of [explain the root cause of the error]. This is clearly a mistake at our end and we take responsibility for it.

Due to this unintentional error and as a token of appreciation to you as our client, we are going to [state your resolution to the mistake: refund your money, give another item for free, etc…]. This is the least that we can do to compensate for the inconvenience caused. We do hope this resolution fulfills your expectations and helps clear any deformed image you might have had about our products, services or customer service.

To make things even better, we have taken a number of measures to ensure that this error and similar mistakes do not happen again in the future. It is due to you that we have realized this and we thank you for sharing your experience with us. We prefer to learn and improve under better conditions but sometimes this is just not possible.

One more time we apologize for this error and we hope to keep you as part of our valued customer base for a very long time. Please do not hesitate to share your thoughts and feedback with us at any time. We are here for you.

Best regards,

Lily Lee

14、客户对产品质量提出投诉 - J

Dear John Smith,

This letter is regarding the [complaint/claim/letter] you [sent/submitted] on [some date]. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.

At [ABC Company], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.

After a thorough review of your case, I have managed to pinpoint the reasons leading to this error. [Explain in two or three sentences why the error happened. Don’t make it long. The client is not really interested in the reasons, only in the resolution. But you should explain for the sake of completeness]. This is clearly a mistake from our side and we take full responsibility for it.

In our attempt to serve you better and retain you as one of our valuable customers, we are going to [state your resolution to the mistake: refund your money, give another item for free, etc…]. I hope you find these actions satisfactory and up to your expectations. This is the least that we can do to address the unintentional inconveniences that we caused.

As an extra measure to our unconditional commitment to customer satisfaction, we decided to [state measures and precautions that your company will take to prevent such errors in the future]. These precautions will ensure that such errors will not happen again in the future. This would not have been possible without you drawing our attention to your case. We take this opportunity to thank you for your feedback which allows us to serve you and other customers better.

We value your business and hope to retain you as a customer for many years to come.

Please always share your feedback with us; this is how we keep learning and improving. I am very confident that the next [letter / email] we receive from you will be that of appreciation.

Best regards,

Lily Lee

上述模板仅供参考，具体应用在自己的工作中，还应该根据实际情况做对应调整，终极目的是帮助自己建立工作流程标准化作业。

在这个前期制定过程中，需要花费较多的时间和精力，因为你需要不断的优化打磨。但是一旦你制定完善后，你就可以固化流程，后期不仅可以提高你的工作质量，还能规避犯错风险。

更多外贸干货及开发客户的方法，关注微信公众号【千千外贸干货】还有惊喜福利~