论一封专业又煽情的客诉/危机处理邮件的重要性

一直以来都想写点什么分享给大家，今天处理一个客户投诉的时候，觉得这封邮件或许可以拿出来，抛砖引玉。

客诉问题一直是客户跟进及关系维护中非常重要且又难以避免的一个环节，尤其是大客户，出现客诉时，沟通的好、处理得当，客户开心、老板高兴，业务接单赚钱到手软；沟通不力、处理失当，不能满足客户诉求、解决不了问题，小则丢单，大则丢人。

下面是今天给一个客户的邮件，针对其提出的一个产品质量问题给出的解释和处理方案。

写的略显繁琐，并非我的一贯风格，但毕竟是老客户，比较熟，为了凸显我们的诚意，动之以情、晓之以理，避免因为这个问题影响后续合作。

您要是老手，就当看个乐；您要是初出茅庐，那么希望能对你有所借鉴。

还请大家批评指正，共同交流进步。

（以下部分内容已模糊处理）

Hi Mark,

Regarding to this *** issue, we had a meeting here and worked out something for you.

1. Please accept our apology on this issue caused by information asymmetry and communication gap.

This was something that shall never happen and we will surely avoid such unprofessional matter in the future.

2. After a further check and confirmation with our material suppliers, for this specific part, *** is the best it can reach considering technology, quality reliability, and most important - safety.

3. Options

1>. keep using same part, print expected specification on label since the difference is slight.

2>. use a new similar part with ***.

4. As a compensation, for either above mentioned solution you may take, we will lower the price of this model from $58.60 to $52.80, after a careful calculation by our accounting, even the margin left for us seems negligible.

We value our coopertion and are grateful for your support in past few years.

I hope this shall not hurt our relationship, especially in current tough market situation, which requires us to face and fight together.

Please evaluate and let us know your idea.

Thank you very much!

Best regards,

Frank