How to deal with customer complaints

As a foreign salesman, he always complained to the customer, the goods were sent, and the customer’s money was received. After a few months, the customer actually complained about the quality of the goods.

What will everyone's reaction be like? "This low price is only the quality, it's bad luck, it's complained, and you just ignore him." This problem will get worse. My experience is: Once a customer complains, he will reply immediately and tell him that you attach importance to this CASE.

If you are a factory, you can answer: DEAR SIR, THANKS FOR YOUR MESSAGE.WE WILL FOLLOW THIS CASE. WE WILL HAVE A MEETING WITH PRODUCING DEPT ,INSPECTION DEPT .THIS AFTERNOON TO DISCUSS THIS MATTER AND REVERT TO YOU ASAPPLEASE SEND ME A PHOTO OF DAMAGE.

Remember three things:

First, be sure to reply immediately. Allowing the customer to wait too long will make them crazy and complain about things to your boss or someone higher up there;

Second, we must use WE instead of I. I suggest that in most cases, using WE is better than using I. WE seems to be more PROFESSIONAL because you represent a CO and not you private, except of course those who fly themselves. Especially when complaining, WE indicates that you have a background!

Third, we must have photos as evidence. As the saying goes, “Of mouths and no evidence”, who knows whether there are problems with the goods or malicious blackmail?

Meetings with the production and inspection departments are also very important. This meeting allows everyone to know more about whether there are problems with the goods and how big the problems are. Knowing where the mistakes are, can we cope with it. I think people inside the company, even if they want to hide from you, will hide less than the customers, that is, you always know more than the customer.

If you are a foreign trade company, you should immediately contact the factory and open a meeting to find out where the problems are. Of course, the main body of the meeting at that time is you and the factory.

If we find that it is indeed our responsibility, let the Other party ask for compensation. We cannot open our mouth first. The other party has a benefit. Just know where the bottom line is for compensation.