我們跟客戶進(jìn)行貿(mào)易往來時(shí)，難免會(huì)碰到各種問題，服務(wù)態(tài)度、產(chǎn)品質(zhì)量、貨運(yùn)期限等都可能遭到客戶的指責(zé)，很多時(shí)候，需要我們?nèi)サ狼柑幚怼?/p>

很多外朋友們會(huì)害怕寫道歉信，但我需要說的是，道歉不是世界末日，如果表達(dá)得當(dāng)，道歉可以是增進(jìn)與客戶合作的手段，客戶會(huì)覺得你負(fù)責(zé)任，可信賴。那么，道歉也可能是更好合作的開始。以下是列出的一些道歉信的案例，希望能夠?qū)δ墓ぷ饔兴鶐椭?/p>

這里整理了四種道歉新模板，希望能對(duì)大家有用：

為損壞或有缺陷的產(chǎn)品道歉

Dear XX,
Thank you for contacting us about the defective products.感謝您跟我們溝通關(guān)于瑕疵產(chǎn)品的事。
We are truly sorry that the items you received did not function as promised. 對(duì)于您收到這樣的產(chǎn)品我們感到非常抱歉。
We understand your anger and disappointment, and seriously apologize for any inconvenience it may have brought to you.我們完全能理解您的憤怒和失望，并對(duì)由此給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.任何一款產(chǎn)品裝船前，我們都會(huì)進(jìn)行多輪質(zhì)量檢查。因?yàn)槲覀兿胍闹皇墙o客戶最好的產(chǎn)品，然而仍然有少量質(zhì)量不過關(guān)的產(chǎn)品被寄過去，我們深感遺憾。
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.目前我們已經(jīng)給您寄去一批新的產(chǎn)品，應(yīng)該會(huì)在XX個(gè)工作日到達(dá)您制定的地點(diǎn)。當(dāng)您收到貨物的時(shí)候，煩請(qǐng)將瑕疵商品寄回，以便我們?cè)俅螜z查。這樣我們就能找出原因，并在接下來的生產(chǎn)中避免再次發(fā)生類似情形。
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.我們知道對(duì)于銷售而言時(shí)間很重要，因此為了補(bǔ)償您，我們?cè)敢庠谀麓钨?gòu)買時(shí)給與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.再次感謝您告知我們這個(gè)問題——有事請(qǐng)隨時(shí)與我聯(lián)系。Sincerely,XX
Tips：解釋為什么缺陷/損壞發(fā)生。主動(dòng)為客戶提供必要的替代品。如果需要，為客戶提供折扣。表明將采取措施，以確保類似情況不會(huì)再現(xiàn)。向客戶表示愿意提供協(xié)助。

為交貨期延遲道歉

Dear XX,
We are so sorry to let you know that the XX you purchased from us may not be able to be delivered on time.我們很抱歉地告知您，您在我公司采購(gòu)的XX產(chǎn)品，可能無法按時(shí)交貨了。
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 next Friday, on which we have confirmed with our production department for your shipment.這批特別受歡迎的產(chǎn)品需求量已經(jīng)遠(yuǎn)遠(yuǎn)超出我們的預(yù)期，目前我們的庫(kù)存已經(jīng)耗盡。但是，最新一批產(chǎn)品將在下周五準(zhǔn)備好，我們已經(jīng)和生產(chǎn)部門確定了您的出貨。
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.我們知道作為一個(gè)專業(yè)的客戶，在您下單之后當(dāng)然希望能夠準(zhǔn)時(shí)收到產(chǎn)品。很抱歉我們讓您失望了，為此，我們想要向您表達(dá)誠(chéng)摯的歉意。
Please advise us on whether you would like to cancel your order or have us ship the goods once they become available.煩請(qǐng)告知我們您的想法，是取消訂單還是等訂單到了我們給您發(fā)貨。
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.我們會(huì)向您及時(shí)報(bào)備最新的生產(chǎn)和出貨信息。對(duì)您造成的不便，再次說聲抱歉。如果您有任何需要請(qǐng)聯(lián)系我們。Sincerely,XX
Tips：解釋為什么裝運(yùn)推遲。讓客戶知道你會(huì)盡快為他們準(zhǔn)備貨物。表示對(duì)此造成的不便你很在乎。表明會(huì)讓客戶知道生產(chǎn)和裝運(yùn)的情況。向客戶表示愿意提供協(xié)助。

為弄錯(cuò)樣品道歉

Dear XX,
I'm currently in Australia for business visits. That is why you didn't see me there when visiting our factory.
我目前在澳大利亞出差，因此您今天來工廠的時(shí)候沒能跟您見面。
Though I informed my workmates of all the details we talked more than 3 times before I left, still, the problems came in.
雖然我在離開前已經(jīng)跟我的同事溝通了3次相關(guān)細(xì)節(jié)，但沒想到還是出現(xiàn)了問題。
I immediately connect with them. According to them, the items you checked today in our factory are the ones left from orders in last month for other clients.
我立刻聯(lián)系了同事，根據(jù)他們所說的，您今天到工廠看到的那批貨是上個(gè)月其他客戶的遺留訂單產(chǎn)品。
The specs is actually completely different from the ones we talked. As you are asking OEM items, not these common ones.
那些產(chǎn)品的規(guī)格跟我們之前討論的完全不同。您要求的是OEM規(guī)格的產(chǎn)品，不是您看到的那些。
I do feel sorry for that. In order to show you the right products, I have applied for the right samples and plan to send you via DHL tomorrow for your reference. Generally, it will take 3~5 workdays to arrive at your address.
我為此感覺很抱歉并打算明天通過DHL給您寄送對(duì)的產(chǎn)品樣品，通常您會(huì)在3-5個(gè)工作日后收到樣品。
Meanwhile, we have refunded you the full amount back to your account as you required. Please also allow 3-5 business days for the amount to appear back on your card.
同時(shí)，我們已經(jīng)按照您的要求將定金退還到您的賬戶，請(qǐng)?jiān)?-5個(gè)工作日后查看一下。
We hope that this will be sufficient to correct the error and address any inconvenience this may have caused you. 
我們希望能夠及時(shí)的修正錯(cuò)誤并能解決由此給您帶來的不便。
We are very sorry and much appreciate your trust and business opportunities. Call back if you'd like to share your ideas with me.我們感到非常抱歉，并且對(duì)您給與的信任和合作機(jī)會(huì)非常感激。如果您有什么想要跟我說的請(qǐng)來電給我。Sincerely,XX
Tips：解釋問題出現(xiàn)原因。讓客戶知道你會(huì)提供解決措施。表示對(duì)此造成的不便你很在乎。退還定金。讓客戶反饋意見。

為產(chǎn)品召回道歉

Dear XX,
At ABC Co.Ltd, our mission is to provide our clients with top quality products and best services. And I regret to say that our most recent series of XX fell short on that promise.
我們ABC有限公司的使命就是給客戶提供最優(yōu)質(zhì)的產(chǎn)品和服務(wù)。我們對(duì)于此次出現(xiàn)的XX系列產(chǎn)品沒有達(dá)到這個(gè)要求很抱歉。
Unfortunately, this series has been found defective due to the machine problems, though we test our products extensively before making them available to the public.
盡管我們已經(jīng)在出貨前進(jìn)行產(chǎn)品檢測(cè)，但真的很抱歉由于機(jī)器問題，這個(gè)系列的產(chǎn)品被發(fā)現(xiàn)有部分瑕疵。
However, we are glad to have a open and positive communication with you to ensure that your business can be less affected by this problem.
但請(qǐng)放心，我們?cè)敢忾_誠(chéng)布公地跟您溝通，以確保您的業(yè)務(wù)不會(huì)受到這個(gè)問題的影響。
Meanwhile, you can return all the defective products to us free of charge to the following address for maintanance or replacement:
與此同時(shí)，您可以將有瑕疵的商品退回到以下地址（費(fèi)用我們出），我們會(huì)給您更換合格的產(chǎn)品：
ABC Co. LtdAddress: XXWe do feel sorry for our valued clients who are affected by them. We will continue to develop the products to make our clients be more satisfied, and to strengthen the detection process.我們對(duì)受此影響的重要客戶表示深切的歉意。此后，我們將繼續(xù)提高我們的產(chǎn)品質(zhì)量并且加強(qiáng)檢測(cè)流程，讓客戶更加滿意。Sincerely,XX
Tips：解釋問題出現(xiàn)原因。積極解決問題。讓你的客戶感到被重視。詳細(xì)說明召回情況。給出具體操作說明

成功的道歉可以將消極的體驗(yàn)變成積極的體驗(yàn)。但如果你保持沉默，置之不理，那客戶絕對(duì)不會(huì)再與你合作。

外貿(mào)客戶開發(fā)有哪些途徑？

如何選擇全球市場(chǎng)？

怎樣精準(zhǔn)無誤地找到心儀的目標(biāo)客戶？

即將簽訂合同的客戶信用如何？有無風(fēng)險(xiǎn)？

各國(guó)節(jié)假日時(shí)間表大全！

外貿(mào)工具，盡在格蘭德平臺(tái)！