如何处理客户投诉-英文邮件模板大全(2022)

处理客户投诉或索赔的方法有很多。你可以尝试道歉并提供退款或更换物品。大多数客户是通情达理的,会感到满意。但有时,你可能需要发出退款,即使客户没有给你发送任何证据或所造成损害的照片。

基本原则

请在下面找到关于收到客户投诉或索赔后如何回复邮件的解决方案。

表示感谢

在阅读完投诉后,感谢他们与你取得联系,并告知你已经收到他们的联系。尽量在他们有机会回复之前为他们提供解决方案。

尝试谈判

你可以尝试与他们进行谈判。试着了解他们对你的期望,并为你们双方创造一个双赢的局面。

理性回应

如果你确定这不是你的错,就告诉他们,不要太无礼。在这种情况下,辩称无罪并没有真正的帮助。

不针对个人

不要提到任何关于他们的性格或个性的事情。这只会让他们更生气。

道歉

如果你犯了一个错误,请道歉。如果是因为你的企业内部缺乏沟通,试着尽快解决这个问题,这样其他客户就不会再有同样的问题。记得感谢他们提请你注意此事。

及时回复

始终尝试在24小时内回复。这将有助于你控制局势,帮助你赢回客户的信任。

有礼貌

用适当的语言进行回复,要有礼貌,并且在可能的情况下不要忘记在你的电子邮件中使用他们的名字。

告知权力

如果他们对你的解决方案仍然不满意,那么请告知他们的法律权利。

道歉信

如果你愿意向他们提供一封道歉信,那么记得不仅要通过电子邮件发送,还要通过邮寄,以便他们能有一份副本。在电子邮件的最后一行总结这篇文章,如何在收到客户投诉或索赔后回复电子邮件。

更多帮助

告知他们可以向谁寻求进一步帮助。

加上签名

在发送邮件前,在邮件末尾加上你公司的签名和日期。

以下是一些模板,希望能够能对你的日常跟进文案写作有所帮助。

如果你有任何评价,欢迎在评论区留言。

邮件模板

模板1

Dear Ms Chen,

Thank you for your email. I appreciate the feedback and apologize for any inconvenience this may have caused you.

I can confirm that all orders are checked thoroughly before being dispatched, so this is unusual.

We have printed a new lot of labels with correct spelling and will send these out in the post to you free of charge, so you will not be delayed in receiving your package.

In addition, I have issued a 10% discount coupon which you can use for your next order.

I hope that this will provide a gesture of goodwill and demonstrate our commitment to excellent service.

Please let me know if you need any further assistance from us in the future.

Kind regards,

John Smith

模板2

Dear Mr./Ms. Customer,

Thank you for bringing this to our attention. We have checked the records and noticed that the order has been shipped on time. We are terribly sorry about any inconvenience caused.

If you don’t mind, we would like to offer a partial refund of 10% as our way to show appreciation for your business. Please note that this can take up to ten days (business days) to appear in your account.

We hope to rebuild and maintain your trust and confidence in us, and we hope you will order again soon.

模板3

Dear Mr,

I am sorry to hear of your unhappiness with our products, and I understand that you may feel we have not lived up to your expectations. We regret the dissatisfaction caused and will do everything to ensure that it does not happen again. Your feedback is invaluable in helping us improve our customer service, and we appreciate your time in bringing this to our attention.

Please be assured that we will carefully review your comments to improve our service. We take all feedback seriously and would like to thank you for bringing this matter to our attention.

As a gesture of goodwill, please find the product value (including postage) refunded on your 【 card/account 】.

We hope you continue to choose us for your future needs.

Yours sincerely,

模板4

Dear Ms.

We have received your email with a complaint about a problem you came across with one of our products. We are sorry for the inconvenience this may have caused you. You must know how seriously we take your concerns and that we will do everything possible to resolve the situation as quickly as possible.

To assist you, we would like to ask some questions about the issue。 If you could reply to us with answers as soon as possible, we will do our best to fix this problem for you.

Please tell us your full name and order ID number if it’s still not too late.

Our company strives to give every customer the best shopping experience. We want to be able to resolve your problem quickly and thoroughly.

Yours Sincerely

模板5

Dear Jane,

Thank you for contacting me about your recent order. I really appreciate that you took the time to express your concern with my company.

I want to assure you that we will do everything possible to ensure this type of problem doesn’t happen again. Your satisfaction is our top priority, and I am committed to doing whatever it takes to ensure you are 100% delighted with your experience with my company.

While I cannot provide you with specific information about the shipment of your order, please know that all orders are processed within 2 business days. Then shipping takes between 1-5 business days (including Saturdays) depending on where it is going in the U.S.

I would like to offer you a token of my appreciation for allowing me the chance to provide you with the excellent service that I am confident you will receive. Please let me know if there’s anything else I can help you with regarding your order.

All the best

模板6

Dear John,

I am sorry to hear that you were unhappy with the quality of the goods you received. We have been making our backpacks from the same supplier for five years now and have never had any problems with them before. I have attached a copy of our last order so you can see the specific backpack it is and a copy of the receipt so you can see we paid the total amount.

We would like to resolve your complaints as quickly as possible and wish to keep further correspondence between ourselves only, please. We will look at our other suppliers and update you should we find anything suitable.

Yours faithfully,

Nuria Fernandez

模板7:

Dear Ms XXX

I was sorry to read of the complaint you raised about our product. I apologize that you are not satisfied with your purchase and would like to remedy this for you right away.

If the package was lost, damaged, or you are just not satisfied with your product in any way, pls kindly send us some relevant pictures to illustrate the loss/damage/not comfortable situation along with an excel spreadsheet of your expenses buying our products.

Then we will offer a refund or resend a new one to you.

We sincerely hope we can work together again shortly and will definitely cherish any chance to serve you better!

Best Regards,

XXX (Company name)

模板8:

Dear Sir,

Thank you for your email. We are so sorry about the mistake, and we apologize for any inconvenience or frustration this may have caused you. Please accept our sincere apologies.

We will correct this issue immediately and send a prepaid shipping label to pick up the incorrect item(s) at no charge to you. Our goal is to keep all our customers satisfied, and we will strive to do whatever we can to make this right.

If you need any further assistance or have any additional questions, please feel free to contact us anytime. We are here to help.

模板9:

Dear  Mr. [Ren],

Thank you for taking the time to email us about this concern. We’re very sorry that [product name] didn’t meet your expectations, and we appreciate your patience. At the same time, we work on a solution to the problem.

At XYZ company, our goal is 100% customer satisfaction. When a product doesn’t live up to its intended purpose, we do whatever we can to make things right.

We want you to enjoy [details of what was ordered and when it arrived], and we’ll send you a [replacement / new product] for free along with an extra [gift]. If you would like, we can ship your order in the next delivery.

Please let us know if this works for you.

Sincerely,

模板10

Dear Mrs Smith,

I am writing this letter in reply to the mail of complaint about the defective product. I apologize for any inconvenience and loss caused to you and your business.

The defective product has been reported. We will be offering a replacement right away as soon as we receive it. We are glad to provide you with a 10% discount on your next order for the inconvenience.

I am taking this opportunity to express my regret for any inconvenience I have caused you and the business.

Yours Sincerely,

模板11:

Dear James,

I got your email and appreciated it. Let me answer a few of these questions because I believe this will help explain the situation more clearly.

1. The reason for this is that the manufacturer has changed their packaging on the product, so our supplier would have to change it. Unfortunately, they are not willing to do that since it will be a lot of work and require additional costs. Since we cannot order from any other suppliers right now because they are out of stock, we would have to wait until the next shipment arrives.

2. We will start stocking this product as soon as the supplier gets it in and brings it into our warehouse. We cannot re-stock it now because we can’t order from other suppliers since they are out of stock.

3. I’m sorry, James. I hope the information helps to ease your concern. If you have further questions, please feel free to contact me anytime.

Best regards,

Susan Fang

模板12:

Dear _________.

I’m sorry to hear about your complaint. I know how important it is for customers to be delighted with their purchases, so I will do whatever I can to resolve this issue.

Before we continue, please let me explain that our business is well known for its excellent customer service and high-quality products. We hold our workmanship to the highest standards and take great pride in our reputation. My personal commitment is that every customer who shops with us will be 100% satisfied; everything else comes secondary.

If you could provide me with some information about your order, I would like to look into this for you right away. This will allow me to better understand what happened, and I will do my best to resolve the situation.

The following information would be great:

1. Your order number _________;

2. Which items you’re not happy with?

3. The date on which you received your shipment ___________.

4. The current status of that order _________;

5. Any other comments you may have about the order process, customer service or concerning this issue.

Please let me know if you need anything else.

I look forward to hearing back from you and hopefully resolving this issue quickly.

Yours truly,

模板13:

Dear John Doe,

I was relieved to hear that you won’t be posting your complaints on the Internet. I am sure it would really hurt our business in many ways.

We apologize for what has happened. We are currently working hard to develop a solution to prevent future issues from occurring. We appreciate your patience and understanding during this difficult time.

We have issued a full refund on your behalf for this inconvenience. As a gesture of appreciation, we would like to offer you 10% off your next purchase with us. We hope that this small token will show our gratitude for your patience and support during the crisis.

The new product has been developed over the past few months. We will email you the release information as soon as it is available. Again, we are very sorry for all this inconvenience and hope to have your support in the future.

Best Regards,

模板14:

Dear ___

Thank you for your email regarding our company’s customer service. We are sorry to hear that you were not satisfied with the provided service, and we would like to apologize again on behalf of our staff member. It is never our intention to disappoint our customers, let alone lose their custom over an issue like this.

I understand that your complaint is about an item you ordered from our store. As you know, the pricing of items sold here is decided by the manufacturers themselves, making it difficult for us to set retail prices.

However, we have replaced this order with the manufacturer according to the terms they have given us. There were no additional charges to process this order. The demand’s estimated arrival date will be 3 weeks, giving us enough time to resolve this matter.

Please contact me if you have any other issues or questions at your earliest convenience.

Thank you, and we look forward to serving you again soon!

模板15:

Dear Mr. / Ms.

First of all, apologize for my late reply; I’ve been away from my desk over the weekend and just came back to work with an exhausted mind. Frankly speaking, this is not an easy letter to write because it involves several issues at once: product quality, pricing and distribution policy (to be more precise, the warranty conditions).

Please let me elaborate. As far as I understand, you’ve been receiving a series of complaints from your customers regarding the quality of our products. In all cases, it was stated that the goods were faulty and did not meet their expectations. Moreover, they have been dissatisfied with the customer service’s performance in resolving this issue.

While I can fully understand your concerns, I must remind you that our products sell well in the international markets. On the other hand, if we attempt to introduce ‘bullet-proof quality’ standards, it will have a devastating effect on our competitiveness which has already been under pressure because of price increases for raw materials etc.

As for the warranty, I agree entirely that it was never our intention to mislead you. We’ve always stated in our distribution agreement that our responsibility stops at the delivery of the consignment. This is an issue we will review with the management of your company since there may be some rather serious legal implications of this clause.

I’m sure that we can find a solution to this problem and will get back to you as soon as we’ve reached an agreement.

Regards,

Sam

 

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