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遇到客户索赔怎么办?

外贸工作中遇到的最烦人问题莫过于客户索赔了。很多时候业务员遇到这种情况都是丈二和尚摸不着头脑,更别提有什么处理此类事件的好办法了。

 

遇到客户索赔怎么办.jpg


一、核实情况

 

遇到此类事件的第一时间是核实客户反映的问题并收集好证据,首先找客户要到照片或者其他的相关资料并查明原因。

  

二、积极沟通

 

首先要写邮件给客户道歉,并表达自己的歉意还有如何处理好这件事情,也积极和工厂联系,表现出努力和客户沟通争取降低赔款。

 

三、意外惊喜

 

经常跟客户沟通争取为工厂减少赔偿金额,如此厚重的礼物一定会让工厂感动不已,在以后的合作中也会尽量配合你,这样就不仅是供应商的喜事了,也是外贸业务员的好事。

 

四、质量保证

 

在合作的时候要让工厂签订质量保证书,这样可以增加工厂的责任心,避免出现货物质量不过关问题,也在以后处理类似问题,增加谈判的筹码和保证。


客户索赔的事情确实很难处理,但是只要在交货之前做好检查及防范准备就会减少索赔的几率,就算索赔问题发生了也不要惊慌失措,而是冷静地收集证据,好好地与客户及工厂沟通,妥善处理此类问题。



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