客户来向我们投诉时，许多人会害怕甚至不知所措。

其实收到客户的投诉未必不是好事，至少通过这些投诉，你能发现公司或产品存在的问题，然后想办法去解决它。最糟糕的情况是你听不到投诉，但其他人却能听到，包括你的其他客户。

重要的不是谁对谁错，而是你该如何利用这个局面。任何与客户接触的机会都可以改善业务，甚至是对不满意的客户也不例外。成功处理投诉，投诉就可以转化为良好的公关。任何决定，不管是补偿客户或是为你的公司辩护，都应该在最有利于业务进展的基础上作出。补偿本身可能是改善客户关系的一个很小的代价。

下面我们看一个成功处理投诉的例子。

Mr.Wang, we have been transacting with you for quite a number of years and have always covered our requirements from you.

王先生，我们之间的业务往来已经进行了数年，一直以来你们都能满足我们的需求。

Yes, we can say for certain that we have established good business relations with your firm in the interest of both parties.

是的，可以肯定的说，我们已经在满足双方利益的基础上建立了良好的业务关系。

But I’m sorry to inform you that we have got a problem.

不过，遗憾地通知你，我们遇到了麻烦。

Has’nt the consignment arrived yet? We sent them off on…

货物还没到吗？我们发货的时间是在……

No, Mr.Wang, you misunderstood me, the consignment arrived two days ago, right on schedule. The problem is with the product itself.

不，王先生，你误会了。货物两天前就按时到了。问题是产品本身。

What is it?

是什么问题呢？

We have examined the raincoats you shipped to us against our order No.1234 and regret to find that many of them contain flaws of some kinds or other. Since the contract is concluded one the terms of sales by sample, any discrepancy between the sample and the goods shippped to us is unacceptable.

我们已经检查了你方按照1234号订单发给我们的雨衣，结果遗憾地发现，其中许多含有这样那样的缺陷。由于合同的销售条款是按照样品订立的，样品和发来的货物之间的任何差异都是我们无法接受的。

Do you have any idea how many units are defective?

您知道有多少有缺陷吗？

Amounting to 150 pieces in all. We want to ask you to accept return of the faulty raincoats and to replace them by raincoats of the quality in conformity with the sample.

总共有150件。我们想请你们接受返还的问题雨衣，并以质量符合样品标准的雨衣取代他们。

I will get this sorted out immediately. Wait a minute. (Later…) We tested a number of raincoats from the production batch you referred to and we regret to say that they are not perfect. The defects have been traced to a fault in one of the machines and this has now been put right.

我会立即解决这件事，请稍等。(过了一会儿…) 我们检查了您提到的生产批次的一些雨衣，很遗憾，它们的确有问题。该缺陷已经追查到一个故障机器并纠正。

I want to know what you are going to do to remedy the situation.

我想知道你会采取什么措施来补救这种情况。

We are arranging to send you 200 raincoats to replace the faulty 150 pieces. The extra 50 pieces we are sending you are free of charge. It is appreciated if you can return the faulty raincoats to us, carriage forward. Please accept our sincere apologies for the inconvenience and trouble caused to you. We hope that our arrangement will meet with your approval and that you will continue placing orders with us as before.

我们安排给您寄送200件雨衣，取代有问题的150件。额外的50件免费。如果您能返还问题雨衣给我们，我们会不胜感激，运费由我方支付。给您造成的不便和麻烦，请接收我们诚挚的歉意。希望我们的安排能得到您的同意，也希望您能像以前一样继续向我们下订单。

We highly appreciate your help in dealing with this matter, and I hope we can enjoy a share of mutually profitable business with you in the future.

非常感谢你们对这件事的处理，希望我们能在未来的合作中互利互惠。

转载自：玩转外贸英语