客戶想退貨，這樣處理，驚嚇變驚喜！---泉州外貿網站建設-泉州宜選科技-泉州宜選網

遇到客訴時，不要慌，只要用心溝通，驚嚇變驚喜。通過用心溝通，我就扭轉了一位客戶的心，并成功收獲了一張總貨值35882.25USD的新訂單，趕緊來看看我是如何做到的吧！  ---泉州外貿網站建設-泉州宜選科技-泉州宜選網 

有小伙伴私信問我：“我總是不知道跟客戶怎么溝通？遇到問題就慌了，也不知道怎么解決。應該怎么辦呢？”

而我的回復是：把自己想象成客戶，用心感受這種時候你最想要的是什么，然后就知道怎么溝通了。溝通好了，不僅能把問題解決，說不定還有意外的驚喜。

作為一名外貿業(yè)務員，我就曾遇到過客戶想要退貨的時候，通過“用心”跟客戶溝通，我不僅解決了問題，還收獲了總貨值35882.25USD的新訂單。

明明樣品和大貨做的一樣，他堅稱樣品是按要求做的，大貨則沒有。導致產品短路的很多，因此大貨訂單三分之一需要被退回。

I bargained with my boss about the return strings this morning,but he wanted to know how many strings for 1pixel/3pixel/8pixel on the 14 boxes?---泉州外貿網站建設-泉州宜選科技-泉州宜選網

Your shipping agent suggested to import it instead, they said it is not worthy to ship it back as unqualitied product.

I also sent this list to my boss and purchasing department,and now they are checking the connector change price with our connector supplier,and let me know after final confiramtion.

I think this is a good deal for Shiji , as we are only sending back approximately 1/3 of the order.

If return it as unqualitied products, we can offer all required documents,but your agent has to enter China from Beijing Airport , not Shenzhen (must return the same way).

Please refer to below list, this is what we heard from the import customs, and these fees are estimated.---泉州外貿網站建設-泉州宜選科技-泉州宜選網

有人可能會想，客戶要承擔來回運費及關稅，而且也有自己的貨代，我完全沒必要再找貨代詢問運費了。事實上，我是想盡自己全力幫客戶減少成本。

If we choose option 2 to ship it to us, apart from the shipping fee returned at 1850USD, the other amount you need to pay is about 2000USD.

For VAT tax, we can bear it directly, because when we export, there is a tax refund, so this amount can be directly offset.

And we'll chose the DDP shipping method with taxes included to ship it to you, when it is repaired.

we can give you different discounts according to the order quantity in future orders,so as to slowly return them to you.---泉州外貿網站建設-泉州宜選科技-泉州宜選網

上述郵件中，我提到了返工后再次寄出的運費費用，這個費用起初是被MATT忽略了。他一心想著退回的運費，而忘記了當產品修好之后，再寄出所產生的運費。  

這個修好再寄出的運費，我咨詢了我們的貨代，且選了一個包稅的DDP渠道，這樣他就不用再支付進口關稅了。

而我，也再次給他開了一個“后門”。就是這個費用暫時先不向他收取，而由我們預付，待返修結束最終費用出來之后，我再向他收取。

而，此次退貨返工費用大概1.6萬人民幣，是需要我們公司來承擔的，這相較于MATT的來回運費及關稅，簡直不值一提。雖然老板起初頗有微詞，但在這張新訂單付款之后，他也就不好再說什么了！