客户投诉连载：员工服务差劲，该如何回复？ How to Write Apology Letters
任何人做生意，都不希望出现任何问题，比如员工服务态度问题，比如车间排产问题，比如产品质量问题，比如售后服务问题等。但是问题是在所难免的，总会有这样那样的问题出现，这就需要我们去妥善处理问题，尽最大努力向客户道歉并予以弥补。
No one wants to meet any problems when doing business.
Customer Service
Workshop Production
Product Quality
After-sales Service
。。。
However, problems are inevitable. It comes now and then. We need to deal with the problems properly and do our best to apologize to the clients and make up for what they have suffered.
许多公司都害怕向客户写道歉信，因为他们害怕为不好的事情承认错误,接受指责。 然而，道歉不是世界末日，道歉是更好合作的开始，道歉以后还要提供合理的解决方案，这在先前的文章里反复强调过了。很多人觉得说声对不起就完事了，这远远不够。
Many companies dread writing apology letters to their clients out of fear of admitting wrongdoing or accepting blame for an unpleasant situation. However, an apology is not the end of the world – in fact, it is a new beginning of cooperation.
You must provide your clients with proper and reasonable solutions after you apologize. It's not ok with only an apology, that's far from the satisfication.
外贸铁手腕：如何让新客成为老客，获得更多订单？ How to get old clients and more orders?
——Mike外贸说
如果表达得当，道歉可以是增进与客户的合作的手段，客户会觉得你负责任，可信赖。成功的道歉可以将消极的体验变成积极的体验。但如果你保持沉默，置之不理，那客户绝对不会再与你合作。
If an apology is properly expressed, it can be a means of enhancing cooperation between you and your clients. Your clients will believe that you are very responsible, trustable and reliable.
However, if you just keep silent, pretending that nothing had happend, the clients will absolutely refuse to work with you any more.
以下Mike分别列举一封服务质量差的和一封好的道歉信示例，以便大家知道如果你的公司需要应对类似情况该怎么做。
Mike listed a bad and a good example of Apology Letter for your reference, so you know how to deal with such situation when it comes to you.
为糟糕的客户服务待遇道歉
Apologizing for Poor Customer Treatment为损坏或有缺陷的产品或服务道歉
Apologizing for a Damaged or Defective Product or Service为延迟或不当运输道歉
Apologizing for Delayed or Improper Shipping为结算问题道歉
Apologizing for Billing Issues为产品召回道歉
Apologizing for a Product Recall为取消服务或活动而道歉
Apologizing for Canceling a Service or Event
今天我们讲第一种情况：
The First Situation:
很多职员对于客户的问题不够重视，这是一种对客户不够尊重的表现。很多人总是敷衍态度去投入工作，很多业务人员喜欢自顾自的说个没完，从来不看客户究竟在说什么，想要什么，客户可能要反复咨询才能得到自己的答案，有时候即便得到了答案，也毫无用处，并不能解决客户的问题。于是客户写邮件给部门经理或者该公司的老板投诉业务员的怠慢与无知。这个时候，该如何回复？
Many stuff don't pay enough attention to the clients' problems, which is a lack of respect for the performance of the clients.
Many people take a more perfunctory approach to their work. They keep talking about their own words and never pay attention to what their cllients say or want. The clients have to repeat their needs time after time for solutions, even by which, sometimes, they get nothing useful to their problems.
So the clients have to write to the managers or the boss of the company to complain about the salesmen's scorn and ignorance.
So, how should we give the reply?
Bad Example：
Dear ***，
We are so sorry for what happened to you.
But, as you know that we are very big company, all stuff here are well trained, I couldn't understand how this happened.
Anyway, we promise that it won't happen again.
Thx for your understanding.
***
Good Example:
Dear ***,
On behalf of ABC Co.,ltd., I wanna extend my sincerest apologies for the bad experience you had with our stuff, Jack.
We understand your frustration at having not been properly served in communication with him, and your even greater frustration at having been kept waiting long.
At ABC Co.,ltd., we give our full energy to ensure that our clients’ are 100% satisfied. I know that we have let you down, for which we are very sorry.
We do our best to train each of our stuff on how to better serve our clients, including how to escalate problems that they are unable to assist with. Your needs were not satisfied properly, and we'll take steps to ensure that this situation won't be repeated in the days to come.
We wanna thank you for bringing this problem to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of it.
If you need any help, tell us directly, and we'll be very happy to assist you.
Sincerely,
***
应该做：
Things to do:
向客户表示诚挚的道歉
Express sincere apology to the clients具体说明发生了什么
Tell what happend in detail照顾客户的感受
Care about the feeling of the clients表明公司将采取措施，以确保类似情况不会再现
Guarantee that measures will be taken to avoide such problems向客户表示，如有问题，我们愿意提供协助
Provide help
不要做：
Things can't do:
道歉表达模糊不清
Vague Apologies找借口或推卸责任
Make excuses or pass the buck保持问题未解决状态
Leave the problems unsolved
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