处理质量异议&索赔的话术和策略——全文
产品出了质量问题，解释话术
出了质量问题，客户发来邮件，第一反应是搞清楚情况，并且和客户强调我们是会负责的
Client: please find attached the inspection report issued by our QA/QC department which suggest some items doesn’t pass our inspection.
Me: Oh, I’m sorry to hear that. I will check the report and analyze the quality issue and let you know.
Please don’t worry, we are responsible company and we do compensate our client for any loss caused by our quality issue or defective products.
Our normal procedure to handle quality claim is as follow:
Send us quality claim in writing within 30 days after receiving the cargo;
We will analyze the report and figure out the reason
If the the reported claim is directly caused by our production failure, we will collect information from you, such as how much extra cost, effort and manpower you have spent and evaluate your loss;
Compensate our client.
判断该质量问题是不是出自己方：
We have read your report on this quality issue and we do find the equipment we provided cannot match your requirement on certain working conditions. However we have good reason to believe that is due to mis-operation. We kindly ask you to follow below instructions and try it again.
On your report, it shows our product failed to match ASTM A653 standard, especially in the rolling tolerance. We request you to run the test under by a world famous third party inspection company and an official inspection report will be needed to process this claim further.
According to our production line data, we cannot agree there is such issue on our product. Please find the attached data sheet and MTC. Your QA/QC department may inspect the product in a different way than what we do. Therefore you are kindly requested to run the inspection again.
判断没有质量问题，而是客户误操作：
After hard effort on investigating this case, we have good reason to believe this quality issue is not caused by our production failure but mis-operation.
We have applied again the third party inspection service, provided by SGS China, and according to the report, our products is fully comply with the contract we signed and international standard accordingly.
We have read the report and also we have run another test on the sample we left behind, and we found nothing wrong with our product. Therefore it could be the fault of your automatic production line.
判断是我方质量问题：
We are so sorry for the quality issue and the inconvenience brought.
We have carefully studied the report and found it is caused by our production failure, specifically the temperature control.
收集客户损失信息
In order to evaluate your loss and compensate you accordingly, we need some data from your side. For example, how much extra cost you have spent to maintain the production?
Please send us a report indicating your loss in below items: raw material wastage; extra manpower; extra cost; extra time consumed; etc so that we can evaluate your loss.
赔偿金额和方案的讨论：
赔偿金额过大：we are very sorry for the trouble caused by our product and we are willing to compensate our client. However, we found the compensation amount required is not acceptable. According to our calculation and evaluation, we believe 5000 USD is a proper number.
赔偿方案无法接受: I’m sorry we cannot ship the defective product back to China and replace it. Because the shipment cost is beyond product value itself. We suggest you to use the product as more as you can and sell those defective products as waste. And we will compensate your loss.
Replacing the product is not feasible as the shipment cost is too expensive. The ideal way is reselling the product and we compensate your loss on the devaluation part.
We would suggest partially compensation by cash and balance by special discount from your next order. We will remit 30% of required compensation immediately to your bank account and leave the balance as special discount, to be deducted from your next payment, what do you think?
表态，以确保未来合作顺利：
We have learned a great lesson from this quality claim and we guarantee you that we will do whatever is needful to stop such problem being happen again.
We cherish our market reputation and we will do whatever it may take to protect it. We have found a design defect/fault of our production line which contributed to this quality claim, and we will stop our production line and adjust it immediately.
Please feel free to place your next order with us. Because we already found the reason that caused this quality claim and it’s totally under control right now. We promise you that you will find everything is perfect next time.
仅供参考，希望对大家的工作有帮助。
本人SOHO一枚，文章也是在其他的博主学习的。
觉得有用欢迎大家点赞转发，谢谢
添加表情
