卖家面对客户投诉，这样回复最简单有效！

在外贸业务中，客户投诉属于较为常见但十分棘手的问题。当客户购买了产品或服务而感到不满意时，投诉就成为了他们解决问题最常见的方式。

但毕竟，投诉带来的沟通是建立在客户对产品或服务评价较低之时，因此，如何处理好客户的投诉，让对方最终对本次交易感到满意甚至带来进一步合作的机会，是外贸业务中非常值得重视的部分。

下面，我们就来讲解面对客户的投诉时，如何回复才能既礼貌又有效，显示出业务员的专业性。

首先，客户在投诉时通常很着急，也许会抱怨或者发泄情绪，这些都是十分正常的。业务员此时要做的就是尽快地回复，让对方感到你对这项问题的重视。这时如果是面对面的交谈，不要打断对方的陈述，要直视对方的眼睛表示你在认真倾听；如果在邮件中交流，互相看不到对方的表情，更应该在文字中表达出你的理解和歉意。可以这样回复：

Dear Sir，thank you for your message. We are very sorry about this, and we have received your advices and will be dealing with it shortly.

Dear Sir, we are very sorry about that. We will deal with it as soon as possible, please give us some time.

Dear Sir, we are very sorry that you are not satisfied with our products. Rest assured we will certainly seriously and solve all your problems and confusion.

其次，面对客户的建议和要求，业务员要保持耐心和虚心，多问问题出在什么地方，主动记录和总结，对于能马上解决的，应迅速执行并道谢：

Thank you for your precious opinions and constructive suggestions.

You're quite right. We will solve it ASAP, and I will call you after that.

Thank you for telling me this problem, and we will take care of it right away.

对于暂时无法处理的，可以将情况详细记录下来并留下客户的联系方式，承诺会尽快解决：

We have recorded the situation. We will solve it ASAP, and I will call you after that.

For technical reasons, we can't solve it for the time being, but we promise to give you a satisfactory answer as soon as possible.

Please be assured that we will look into the matter.

总之，面对合理的投诉，态度要好，要让客户看到你的专业和执行能力，这样客户才能对问题最终会得到解决感到放心。

而如果有客户以投诉的名义故意刁难，比如“货物损坏要求赔偿”，可以不卑不亢地要求客户提供损坏照片，并保留好证据，如交易合同、往来邮件等，一旦仲裁部门介入对投诉进行审核，可以更好地保护己方利益。

（来源：外贸jackson）