顾客抱怨质量不满意外贸回复信怎么写( 三 ) _不满意

企业要想完善服务，就必须依靠顾客的“无理取闹”来打破“有理的现实” 。2、转变观念，善待顾客不满意（1）树立顾客至上的思想，认识到顾客是企业生存、发展的基础，是企业利润的来源。
只有尊重顾客、服务顾客，企业才能稳定地发展。笔者在为企业做策划时就曾遇到一个企业的口号“顾客就是总经理”，于是就奇怪地问：“别人都说‘顾客就是上帝’，为何你们变成‘总经理’了？”企业老总解释道：“顾客就是上帝显得过于虚幻，只有‘总经理’才能给我们饭吃，给我们钱花，远比‘上帝’更实际，更易理解。
当员工把顾客当作总经理对待的时候，自然就会尽力满足顾客的各种需要。” （2）认识到顾客不满意对企业来说并非坏事，它给了企业一个拉住顾客，增加顾客忠诚度的机会。
顾客对企业的认识是一步一步进行的，顾客的不满意给了企业与顾客进一步沟通的机会，处理好顾客的不满更有利于加强顾客对企业的忠诚度。（3）顾客的满意是指一个人通过对一种产品可感知的效果与他（她）的期望值相比较后，所形成的愉悦感或失望的感觉。
当顾客期望过高，在消费中却得不到满足时，顾客的不满意就产生了。因此，企业做广告或宣传时，要符合实际，不可盲目夸大。
同时，对顾客的承诺一定要兑现，避免顾客期望落空导致不满。笔者所用空调是某著名品牌产品，买空调时厂家许诺三年保修， 24 小时上门服务，一切都令人安心不少。
8 月正是酷热时候，结果空调出现问题，打通厂家的售后服务热线，对方承诺中午 10 : 00 维修人员上门服务，一直等到下午四点钟人也没到，期间笔者打了五、六次电话，对方每次都说“快到了，快到了”，但就是不到。最后终于到了，时间已是下午六点。
虽然对方接电话非常礼貌，维修工技术也很不错，但不切实际的承诺却给我留下了深刻的“印象” 。二、料“敌”机先，洞察顾客不满意当顾客对企业的产品或服务感到不满意时，通常会有两种表现，一是显性不满，即顾客直接将不满表达出来，告诉厂家；二是隐性不满，即顾客不说，但从此以后可能再也不来消费了，无形之中使我们失去了一个顾客，甚至是一个顾客群。
对显性不满我们往往注重处理，对隐性不满我们却疏于防范，而据调查显示，隐形不满往往占到顾客不满意的 70% ，因此，企业应对这种隐性不满多加注意，这就对我们终端销售人员。
4.作为出口商,国外客户的报价不满意,给出还盘,应怎样回复Dear (Hello) xxx
Thanks for your comments on the pricing. At this moment, we cannot offer requested prices because (of) 。
As you are a valuable client, we always provide the best quality, the competitive prices and the professional service.
We look forward to your further comments soon.
Kind regards,
xxx
5.【外贸函电题目.你收到一份顾客抱怨信,一你们服务费高,二维修不Dear Mr.Mrs. xxx,First of all, I'm deeply sorry for the trouble we caused and please understand our company take your previous email seriously and promise not to make any inconvenience to you ever.In your email, you firstly mentioned our service fee was too high. I have to say that, based on our company's policies, the economic situations and the raising cost, our service is really worthy your money.Then you mentioned our repair service was not in time. Please understand it's not how our machinists usually do, the delay in your case was an accident in time communication and misunderstanding, and it won't happen again.At last you pointed out that our machinists were not in good manner and temper. I, on behalf of them, hereby give our sincere apology for that and will train our men to be more professional.If you have any other questions, I'm always available at XXXX（写电话）. Looking forward to your call and hopefully we could talk about future cooperations. Please give us a chance to let you believe in us again.Sincerely yours.xxxxx 。