用这种办法，竟然挽回了比前任更难挽回的客户

旺季是差评高发的季节，如服务态度、产品质量、断货、物流等问题都容易引发，做好妥善处理问题，可以先从道歉信开始。

表达得当的道歉可以扭转局面，甚至收获客户的信任。

为损坏或缺陷产品道歉

Dear XX,

Thank you for contacting us about the defective products.

感谢您跟我们沟通关于瑕疵产品的事。

We are truly sorry that the items you received did not function as promised.

对于您收到这样的产品我们感到非常抱歉。

We understand your anger and disappointment, and seriously apologize for any inconvenience it may have brought to you.

我们完全能理解您的愤怒和失望，并对由此给您造成的不便再次抱歉。

Before we ship any products, it undergoes several stages of quality checks. It is our intention to provide only the highest quality items to our clients,

and we regret that the products you received slipped past our quality measures.

任何一款产品运输前，我们都会进行多项质量检查。因为我们想要的只是给客户最好的产品，然而仍然有少量质量不过关的产品被寄过去，我们深感遗憾。

We have gone ahead and shipped you some new XX, which should arrive at your specified address in XX business days. When you receive it,

please return the defective items for routine check-up, so we know how it happened to avoid such problems in the coming orders.

目前我们已经给您寄去一批新的产品，应该会在XX个工作日到达您制定的地点。当您收到货物的时候，烦请将瑕疵商品寄回，以便我们再次检查。这样我们就能找出原因，并在接下来的生产中避免再次发生类似情形。

We understand that sales is a time-sensitive matter, and will be offering you a $1.2 off in your next purchase in hopes of compensating for the inconvenience.

我们知道对于销售而言时间很重要，因此为了补偿您，我们愿意在您下次购买时给与1.2美元的折扣。

Thank you again for bringing this issue to our attention—please feel free to contact with any further concerns.

再次感谢您告知我们这个问题——有事请随时与我联系。

Tips

（1）解释为什么缺陷/损坏发生。

（2）主动为客户提供必要的替代品。

（3）如果需要，为客户提供折扣。

（4）表明将采取措施，以确保类似情况不会再现。

（5）向客户表示愿意提供协助。

为交货期延迟道歉

We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.

我们很抱歉地告知您，您在我公司购买的XX产品，可能无法按时交货了。

The demand for these particular & popular items has exceeded our expectation, and our stock is depleted. However, the new batch of these items will be ready （日期）

, on which we have confirmed with our production department for your shipment.

这批特别受欢迎的产品需求量已远超出预期，目前我们库存已耗尽。但最新一批产品将在（日期）准备好，我们已经和生产部门确定了您的出货。

We understand that as a professional client, after you make a purchase, you definitely expect to receive your products in a timely manner.

We know that we have let you down, and for which, we wanna express our serious & sincere apology to you.

我们知道作为一个专业的客户，在您下单之后当然希望能够准时收到产品。很抱歉我们让您失望了，为此，我们想要向您表达诚挚的歉意。

Please advise us on whether you would like to cancel your order or have us ship the goods once they become available.

烦请告知我们您的想法，是取消订单还是等订单到了我们给您发货。

You will be kept updated for production and shipment. Again, we apologize for all the inconvenience caused by this. Come to us if you need any further help.

我们会向您及时报备最新的生产和出货信息。对您造成的不便，再次说声抱歉。如果您有任何需要请联系我们。

Tips

（1）解释为什么装运推迟。

（2）让客户知道你会尽快为他们准备货物。

（3）表示对此造成的不便你很在乎。

（4）表明会让客户知道生产和装运的情况。

（5）向客户表示愿意提供协助。

成功的道歉可以将消极的体验变成积极的体验。如果置之不理，被给差评的几率将非常大。