This is the foundation for handling customer complaints!

2024-04-26|26 views|Development skills

In international trade, customer complaints are an issue that every foreign trade practitioner prefers to avoid. Many foreign trade partners have changed companies or even industries because they couldn't resolve customer complaints. However, in such an environment, how can customer complaints be effectively resolved? This article will explore this issue.


 
Maintain Confidence Without Arrogance
Someone may ask, how can one remain confident without appearing arrogant when facing customer complaints? Here, maintaining confidence without arrogance refers to attitude. I've encountered many foreign traders who invested a considerable amount of time and effort to win customer orders, only to be met with a continuous stream of complaints, leading to rapid shifts in their mindset.
 
After putting in so much effort to secure an order, encountering product issues can lead to feelings of distrust towards the company and its products, ultimately resulting in resignation.
 
Maintaining a positive mindset means accepting product imperfections rather than simply complaining and venting dissatisfaction. More importantly, it involves helping customers to perceive issues correctly. Different customer situations require different response strategies. For instance, with long-term clients, alongside providing solutions, it's essential to convey the concept of "No perfect product." For new clients, it's crucial to ensure the resolution of issues before introducing this notion at an appropriate time.
 
Many newcomers feel intimidated when faced with customer complaints because the complaints represent significant pressure. However, there's no need for such intimidation. Facing problems and solving them is the key, while timidity only undermines the customer's confidence in you.
 
Sincere Attitude
Faced with customer complaints, many suppliers opt to shift blame. On one hand, they might not be responsible for product production, thus unable to resolve issues even if they arise. On the other hand, their control over the supply chain is limited, meaning that even if they identify the problem, they may not receive support from the factory.
 
However, does this mean the issue cannot be resolved? Not necessarily.
 
Once, I exported a batch of goods to Europe, and the customer discovered deformation in some of the products upon receipt, fearing it might affect their use and subsequently filed a complaint with me.
 
When I relayed the customer's feedback to the supplier, they promptly responded, acknowledging the production process issues and explaining the causes of product deformation. They assured that the deformations wouldn't affect use and proposed improvements to the production process. Additionally, they provided photos of similar products from other factories, demonstrating that this issue wasn't uncommon in the industry. They pledged to replace affected goods for free if the customer indeed encountered issues during use and had reserved some inventory for such situations.
 
With the manufacturer's support, I felt more confident in negotiations. Therefore, I provided the customer with a detailed report, requesting evidence of any problems encountered during use. Instead of complaining, the customer expressed gratitude and mentioned that the number of deformed products was minimal and manageable on their end, not a significant issue.
 
International trade isn't merely about exchanging goods; it's also about communication and collaboration between people. Emotional exchange and communication are just as crucial as business dealings. Most buyers fear not product issues but rather sellers shifting blame and avoiding responsibility. Facing problems and honestly resolving them is the attitude that foreign trade practitioners should adopt, and it's a fundamental principle for establishing oneself in the industry.


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