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外贸客诉处理案例分析 客诉处理案例及解决篇一
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
外贸客诉处理案例分析 客诉处理案例及解决篇二
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
外贸客诉处理案例分析 客诉处理案例及解决篇三
dear john smith,
i am really sorry that you werent satisfied with the quality of our product. its really unusual to receive complaint letters from our customers with all the care and attention that we give to each and every one. im 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
外贸客诉处理案例分析 客诉处理案例及解决篇四
dear john smith,
i have received your complaint letter and im both shocked and disturbed. im really not used to writing apology letters to our customers; usually its only xxxim glad youre happyxxx 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, weve 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. its 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
外贸客诉处理案例分析 客诉处理案例及解决篇五
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 well 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