The company exported a batch of goods to Brazil. After the goods arrived, the customer said products had some paint peeling problems. I reflected this to the quality department of our company. The quality department believed that customers might create difficulties deliberately because they never encountered such a complaint before. Or they thought even if the paint peels off, it would not affect the use. So they didn’t reply to me, but they just said it’s okay to me. So I didn’t care much about it.
But the client recently sent a scathing letter asking us to solve the problem this week. Otherwise, he will reflect our inferior products to the Brazilian Chamber of Commerce and even to the Chinese embassy. The boss is very nervous, ask me to come up with a solution to the problem. How to solve such a thing?
Whether you can deal with the problem is a matter of ability. Whether you are willing to handle the problem is a matter of attitude. And your company didn’t respond to customer complaints timely, more of an attitude problem.
To do trade requires communication. You must take customer feedback seriously. Maybe the paint is not a big problem and does not affect the use. But for customers, he pays for the qualified product but gets the defective ones. Of course, he will complain. The main purpose of the complaint is:
- It doesn’t affect the use of. He may just complain, hoping that the seller will take care not to repeat the problem later.
- It doesn’t affect the use of. He may need the seller to confirm the defect and reserve the right to pursue it in the event of future problems.
- The buyer isn’t sure whether the product can be used normally. He needs the seller to admit the defects and provide some guarantees before he uses them. In case of any problem after use, he can claim from the seller.
- The buyer cares about the quality of the product and needs to confirm with the seller before deciding whether to use it. This may involve issues such as claims, repairs, discounts, etc.
- The product cannot be used. It needs to be returned or claimed, or need to be repaired before use.
Therefore, the seller should understand the situation and analyze the causes of customer complaints. Even if it isn’t your reason, you need to understand, communicate, and explain. If the buyer has submitted a quality objection to you, but you haven’t responded for half a year, he must be dissatisfied. He will surely think that you are maliciously not responsible, or even that you are dishonest.
You should not feel that this issue doesn’t matter and don’t reply. Even if you think it is OK, you need to respond to the customer and apologize for the flaw and ensure that the flaw doesn’t affect the use of the product. If necessary, you can provide a written guarantee for the buyer to use it at ease. At the same time, you assure him that specific measures will be taken to prevent such defects in the future. Please do not worry about the quality of future orders. To show the sincerity of cooperation, you can offer some price discounts on the initiative.
The paint problem you are talking about often appears in international trade, such as paint being damaged or peeled off on the way. Generally, the problem is not serious. Some customers will repair the product themselves after receiving the goods. And the cost is not high. If the buyer must repaint the goods after the arrival of the goods because of the seller’s reasons, the seller shall reimburse the buyer for this cost.
Take customer complaints seriously, respond in time, deal with them asap, and try to satisfy customers, so as not to get more serious.
Please check our website to see all the blogs. www.extripod.com
Or Visit our Alibaba Website www.extripod.cn
1. Is There Any Room for Newcomers in Foreign Trade?
2. What Kind of Employees Do Foreign Trade Enterprises Prefer?
3. How Do Newcomers Choose the Right Firm?
4. How Do Novices Prepare for Interviews?
5. How to Choose the Right Foreign Trade Position?
6. Are Girls Suitable for Foreign Trade Sales?
7. Do Exports of Traditional Industries Have Development Space?
8. Is Foreign Trade Newcomer’s Income Generally Low?
9. How to Adapt to Foreign Trade Posts Asap?
10. How to Improve English Ability in the Short Term?
11. How Can Newcomers Better Communicate with the Leaders?
12. How to Get the Client’s Trust in the Short Term?
13. What Should I Do if I Have A Dispute with the Client?
14. How to Adjust Attitudes When Meeting Differences in Company?
15. How to Communicate with Foreign Customers?
16. What Should I Do if the Company is Filled with Intrigue?
17. What Reference Books Should Foreign Trade Newcomers Read?
18. How to Make Yourself Look More Professional?
19. How to Adjust Mentality When You Switch to Foreign Trade?
20. How Does the Salesclerk Calculate the Gross Profit?
21. How to Calculate the Export Tax Rebate?
22. How do Newcomers Develop Market Based on its Features?
23. How to Calculate the Export Cost Price?
24. How to Fill in the Vendor Registration Form?
25. What is the Format of A Letter of Authority?
26. How to Attract Potential Customers in the Exhibition?
27. The Main Features of Reverse Auction and the Skills to Attend It
28. The Experience of Attending A Reverse Auction
29. Why Don’t Place Orders for Good Price and Products?
30. What if Customers Require Not to Supply to Its Competitors?
31. Can You Really Buy Real Buyer Information?
32. How to Make A Standardized Quotation?
33. How to Prepare for Customers to Visit Our Factory?
34. How Should We Arrange for the Visit of Executive Clients?
35. How to Prepare for the Quality Inspection?
36. What Should Be Noted When Eating Food with Customers?
37. How to Work as A Good Banquet Translator?
38. How to Reasonably Arrange the Time When Customers Visit?
39. How to Prepare for Visiting Clients Abroad?
40. How to Make the Minutes of the Meeting?
41. What If Clients Propose to Sign Exclusive Sales Agreements?
42. Is the Cost of the Hotel Paid by Customers or Us When Visiting?
43. Can Subcontractor Warranty be Provided to End-users?
44. What If the Customer Suddenly Does Not Want the Goods?
45. Suppliers Lost Chances for Backing Up on the Highway
46. How to Maximize Profit through Reasonable Price Strategy
47. How Should Foreign Trade Companies Find their Position?
48. How Do Foreign Trade Companies Choose Export Suppliers?
49. How to Enhance the Control and Influence over Suppliers?
50. Is It Proper to Let Clients Ask Manufacturers to Solve Problems?
51. How to Agent Domestic Factories to Export Their Products?
52. Which Way to Pay the Agency Fee is better?
53. Why Do You Have to Know about Products, Suppliers, Clients?
54. The Process and Cost Calculation of Agent Import Business
55. How to Straighten Out Relationships in the Agency Contract?
56. How Do We Show That We Need An Agent in the Contract?
57. How to Do Good Jobs of Agency Import Agreement Service?
58. How to Determine A Reasonable Agency Fee?
59. Is the Agency Business with Low Agency Fees Worth Doing?
60. Why Do Manufacturers with Foreign Trade Rights Want Agents?
61. How to Use Foreign Trade Company to Open Overseas Market?
62. What are the Difficulties in Collecting Money by Letter of Credit?
63. If Supply Cycle is Long, How to Control the Risk of Quotation?
64. What if Tax Rebate Policy Cause Prices Lower Than Costs?
65. Tips for Paying Commissions to Foreign Middlemen or Agents
66. Why Use Written Documents for Business Contacts?
67. How to Control the Risk of Export Quotes?
68. How to Trade in the Middle East While Controlling Risks?
69. How to Offer the CIF Price to Products with Long Supply Cycle?
70. The Main Situation of Foreign Trade Fraud
71. How to Handle Costs of Repacking Goods at Destination Port?
72. What If the Qualified Products Aren’t Enough to the Contract?
73. How to Handle the Return or Repair of Exported Goods?
74. What Should I Do with Insubstantial Complaints from Clients?
75. How to Handle Disputes in the Agent Export Contract?
76. What If Clients Ask Us to Replenish or Repair Products?
77. What if Clients Demand Compensation for Packing Damage?
78. Parts of Previous Goods Rusted, Clients Ask to Replenish Freely
79. Who Should Bear Import Tariff and VAT for Free Replenishment?
80. What If the Goods Deformed the Container Before Shipment?
81. What If Customers Threaten to Punish Us for Quality Problems?
82. Why Do Customers Never Feed Back on Our Quality?
83. What If Customers Ask Compensation for Damaged Products?
84. What If the Forwarder Delay Delivery, Bringing Extra Costs?
85. What If Customers Have Placed Orders with Wrong Quotes?