1、质量问题质量问题 Part Five Quality Problem部分货物品质低劣部分货物品质低劣Lesson 32 Poor Quality of Part of Shipment业务提示业务提示 跟单工作中，客户投诉是在所难免的，主要原因是客户对产品和跟单工作中，客户投诉是在所难免的，主要原因是客户对产品和售后服务不满意。对于客户的投诉，跟单员应以积极的态度应对，认售后服务不满意。对于客户的投诉，跟单员应以积极的态度应对，认真分析产生的原因，尽可能地提出双方能接受的方案。对客户投诉的真分析产生的原因，尽可能地提出双方能接受的方案。对客户投诉的回复邮件中，要表示歉意，并明快、诚恳、稳妥地提
2、出解决方案。回复邮件中，要表示歉意，并明快、诚恳、稳妥地提出解决方案。邮件范文邮件范文(1)Dear Cheng,I received the bedsheets under S/C No.D1318 yesterday,but unfortunately when checking them,I found some of them faded in color.I chose randomly a few of them and have sent them to you by DHL today.Please check.收件人主 题Bedsheet color problemConsi
3、dering our long-standing business relations,I will not send the goods back to you,but as the problem has really made the sale difficult,I have to ask you for a reduction of 5%in price and hope that this will not happen again.Best regards,Warren注解注解1.bedsheet:n.床单2.unfortunately:adv.遗憾地，不幸的是3.fade:v.
4、褪色，失去光泽4.randomly:adv.随机地，任意地5.DHL:敦豪速递公司，是德国著名的速递公司，服务网络遍及全球220多个国家和地区。6.considering:prep.考虑到，鉴于7.defective:adj.有缺陷的，有瑕疵的 Her hearing was found to be slightly defective.经检查，她的听力有点缺陷。If the goods prove defective,the customer has the right to claim compensation.如果货物证明有缺陷，顾客有权索赔。8.deduct:vt.扣除 deduct.
5、from.从扣除 The company deducted this payment from his compensation.公司从他获得的赔偿金中扣去了这笔付款。9.apology:n.道歉，歉意 He made a public apology for the teams performance.他就队伍的表现公开道歉。The factory offered their apologies to you.工厂向您表示歉意。10.do ones utmost:竭尽所能，尽全力 类似表达方式：try ones utmost,do ones best,try ones best She di
6、d her utmost to finish on time.她竭尽所能按时完成。Im not sure if I can win this race,but Ill do my best.我不确定是否能赢得这场比赛，但我会尽全力。11.repetition:n.重复，重演 Today the city government has taken measures to prevent a repetition of last years confrontation.今天市政府已经采取措施，防止去年的冲突重演。要点总结要点总结mpoor qualitymcheckmconsideringmlon
7、g-standing business relationsmask sb.for sth.ma reduction of 5%in pricem5%price reductionmdefectivemfeel sorry about itmdeduct sth.from sth.maccept our apologymdo ones utmostmavoid repetition词汇词汇要点总结要点总结mConsidering our long-standing business relations,I will.mAs.,I have to ask you for.mWe feel awfu
8、lly sorry about it and are willing to accept your request for 5%price reduction.mPlease accept our apology once again.mWe promise that we will do our utmost to avoid any repetition of this.句型句型要点总结要点总结m表示歉意表示歉意m解释出现质量问题的原因解释出现质量问题的原因m说明解决办法：如何给予客户补偿说明解决办法：如何给予客户补偿m承诺今后不会再出现此类问题承诺今后不会再出现此类问题写作要点写作要点供货商针对购货商由于货物质量问题提出的索赔如何答复：供货商针对购货商由于货物质量问题提出的索赔如何答复：
