如何處理客戶的投訴是外貿(mào)業(yè)務(wù)員經(jīng)常感到頭疼的問題，而且這個(gè)問題還必須要處理好，不然很容易影響自己在這個(gè)行業(yè)的發(fā)展。
To deal with customer's complaint is the problem that foreign trader often feel headache and must be well done with; otherwise it will affect the self development in this industry.
那么，如何更好的處理客戶的投訴呢？有哪些好用的方法和技巧？
So, how to deal with customer complaints better? What are some useful methods and techniques?
第一：學(xué)會(huì)以柔克剛，不要以硬碰硬
Learn to do with them mildly
我們?cè)诳匆恍┪鋫b小說的時(shí)候，就經(jīng)?？吹剿膬蓳芮Ы?，以柔克剛的場(chǎng)景，很多功力不如對(duì)方的人可以使用太極功夫來打敗敵人。同理，當(dāng)一個(gè)客戶氣勢(shì)洶洶而來，尤其是脾氣暴躁的一些客戶，你如果硬碰硬，直接硬剛他，那最后的結(jié)局就無法收拾了，很有可能是你丟掉了飯碗，但是客戶并沒有什么大的損失。到最后我們業(yè)務(wù)員和老板的損失更大，而且每個(gè)客戶的開發(fā)成本都很高，要付出我們的時(shí)間和精力。所以即便在爭(zhēng)斗中我們一時(shí)占了上風(fēng)，似乎贏了，最終還是輸了。他下個(gè)訂單給別人了，這樣你以后的工作還怎么開展？
When we read some martial arts novels, we often see the scene of victory made by wisdom. Many people who are not as skillful as the other side can use tai chi to defeat the enemy. Similarly, when a customer comes with a fierce attitude, especially some customers with a bad temper, if you try to confront him directly, the final outcome will be impossible to clean up. It is likely that you lost your job, but the customer has no big loss. In the end, the loss of our salesman and boss is even greater, and the development cost of each customer is very high, which requires our time and energy. So even though we had the upper hand in the fight for a moment and seemed to win, we will lose in the end. The customer places an order to someone else, so how can you carry out your work in the future?
所以，先要把客戶的火氣消掉，讓他感覺你這個(gè)人還可以，愿意聽你去說，這樣才能進(jìn)行良好的溝通。
Therefore, the customer's anger should be eliminated first, so that he can feel that you are okay and will be willing to listen to you to say, so as to have a good communication.
第二：我建議你把整個(gè)過程再復(fù)盤一遍，確認(rèn)一下你產(chǎn)品的整個(gè)生產(chǎn)過程是否每一步都是按照客戶的要求來進(jìn)行的。
I suggest that you repeat the whole process and confirm whether the whole production process of your product is carried out according to the customer's requirements.
如果確實(shí)是按照客戶要求進(jìn)行的，你沒有過錯(cuò)，那你現(xiàn)在需要做的就是想辦法如何全力配合客戶，找到一個(gè)解決辦法讓雙方都滿意。
If you are not at fault for following the client's instructions, then all you need to do now is to figure out how to fully cooperate with the client and find a solution that satisfies both parties.
第三：如果在復(fù)盤過程中發(fā)現(xiàn)是你自身的原因，在溝通過程中因?yàn)槟愕睦斫獬霈F(xiàn)偏差，導(dǎo)致了現(xiàn)在這個(gè)結(jié)果，那么你就要想辦法避免今后類似的狀況發(fā)生。
If it is found that it is your own fault in the process of reply, and your misunderstanding in the process of communication leads to this result, then you should try to avoid similar situations in the future.
出現(xiàn)這個(gè)事情也反映了你們雙方各自對(duì)訂單處理流程都不夠規(guī)范。
The occurrence of this matter also reflects that both of you have not standardized the order processing process.
可以讓你的經(jīng)理出面，加強(qiáng)監(jiān)督管理，規(guī)范訂單操作處理流程。
You can let your manager come forward, strengthen supervisory management, and standardize the operation processing process of orders.
今后對(duì)產(chǎn)品的一切要求必須都要完整的體現(xiàn)在合同訂單中，每一項(xiàng)都要經(jīng)過客戶簽字確認(rèn)。
In the future, all requirements for products must be fully reflected in the contract, and each item must be signed by the customer for confirmation.
因?yàn)楣夤馐青]件描述，還是比較容易遺漏和出現(xiàn)偏差的。
Because the mere description of the mail is relatively easy to miss and deviation.
金錢不是萬能的，不是所有投訴都用錢可以解決，出現(xiàn)了問題也不要只想著賠償了事。Money is not omnipotent, and not all complaints can be solved with money. So if there is a problem, do not just want to make compensation with money.
分析解決問題的思路才是最重要的，關(guān)鍵是要給客戶一個(gè)感覺，就是你有能力來解決發(fā)生的問題。
The key is to give the customer a sense that you have the ability to solve the problem.
有很多問題的解決，不是非此即彼，而是有創(chuàng)造性的方案的，能夠把損失降低到最小。積極主動(dòng)地去思考這些創(chuàng)造性的方案，也讓客戶去想這些創(chuàng)造性的方案。
Many solutions to problems are not single but creative which can minimize losses. Be proactive in thinking about creative solutions, and you can also let the customer think about some creative solutions.
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