在外貿(mào)業(yè)務(wù)中，客戶投訴屬于較為常見(jiàn)但十分棘手的問(wèn)題。當(dāng)客戶購(gòu)買了產(chǎn)品或服務(wù)而感到不滿意時(shí)，投訴就成為了他們解決問(wèn)題最常見(jiàn)的方式。

但畢竟，投訴帶來(lái)的溝通是建立在客戶對(duì)產(chǎn)品或服務(wù)評(píng)價(jià)較低之時(shí)，因此，如何處理好客戶的投訴，讓對(duì)方最終對(duì)本次交易感到滿意甚至帶來(lái)進(jìn)一步合作的機(jī)會(huì)，是外貿(mào)業(yè)務(wù)中非常值得重視的部分。

下面，我們就來(lái)講解面對(duì)客戶的投訴時(shí)，如何回復(fù)才能既禮貌又有效，顯示出業(yè)務(wù)員的專業(yè)性。

首先，客戶在投訴時(shí)通常很著急，也許會(huì)抱怨或者發(fā)泄情緒，這些都是十分正常的。業(yè)務(wù)員此時(shí)要做的就是盡快地回復(fù)，讓對(duì)方感到你對(duì)這項(xiàng)問(wèn)題的重視。這時(shí)如果是面對(duì)面的交談，不要打斷對(duì)方的陳述，要直視對(duì)方的眼睛表示你在認(rèn)真傾聽(tīng)；如果在郵件中交流，互相看不到對(duì)方的表情，更應(yīng)該在文字中表達(dá)出你的理解和歉意。可以這樣回復(fù)：

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. 

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

對(duì)于暫時(shí)無(wú)法處理的，可以將情況詳細(xì)記錄下來(lái)并留下客戶的聯(lián)系方式，承諾會(huì)盡快解決：

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.

總之，面對(duì)合理的投訴，態(tài)度要好，要讓客戶看到你的專業(yè)和執(zhí)行能力，這樣客戶才能對(duì)問(wèn)題最終會(huì)得到解決感到放心。

而如果有客戶以投訴的名義故意刁難，比如“貨物損壞要求賠償”，可以不卑不亢地要求客戶提供損壞照片，并保留好證據(jù)，如交易合同、往來(lái)郵件等，一旦仲裁部門(mén)介入對(duì)投訴進(jìn)行審核，可以更好地保護(hù)己方利益。