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由一个客户想到的2007060

苹果老师：由一个客户想到的。
2007-06-02 10:40 发表于阿里外贸论坛
有一个客户,合作了很久了,大概3,4年吧,不是那种很大的客户,最多一次的定单量也只是4台,还是在我的威逼利诱下进行的,这个人也不是很好相处,有点挑剔,但是,有一点蛮好,就是他还比较稳定,如果做一个这四年来订单的曲线图,他的订单曲线是慢慢在增长的那种,总的来说,还算不错吧.
上个星期我丹麦客户的工程师来访,除了要带他看新设备新技术,还要和他一起开会一条一条解决他提出的整改意见,总之我就是忙翻了,他在的那几天,我天天都和他耗在工厂里,人落不到办公室,日常的邮件啊电话什么的,就都由我的助理来帮我处理了.
话说到,刚刚提到的那个合作4年的客户,他正好走了一批货,他的付款方式一直都是50%T/T,50%against B /L fax copy, 都是老客户了,而且也一直这么合作着,再加上每台设备都有密码锁着,所以对于余款我也从来没有担心过.
这个客户的货是4月28日从上海走的,差不多31天的船期,不过因为这中间有了一个五一,所以货5月6日才真正从上海离港.5月中下旬客户提单到了,我把提单复印件传真给他,暗示他要付款了,邮件里我只写请查看提单,别的什么也不说,客户也是心知肚明,回邮件给我,说这个星期他的客户会付款给他,等他收到客户付款,他下个星期就付款给我,邮件的末尾还提了一句,不要忘记了给他密码和寄提单.如果是我回这个邮件,我可能就三句话完了,第一句"thank you for your cooperation", 第二句"don't worry about your password and shipping document, i will arrange everything",第三句"good luck".偏偏这封邮件到我邮箱的时候,我在和丹麦客户的工程师热火朝天的在工厂劳动,我的助理又是刚接触外贸没有多久,经验不足,在她问我该怎么答复密码这个问题的时候,我告诉她不能给客户密码,因为客户还又余款没有付,至少也要看到他的swift才行.
我的助理真是可爱,她也就真的把我的原话写上去了,告诉客户,我们不能给你密码,等到你的余款swift来了我们就给你密码诸如此类的.可想而知,这个客户接到这么邮件后会发什么飙了,简直是暴风骤雨啊,呵呵,他长篇大论的来了一封邮件,在邮件痛斥我们为什么这么不相信他,合作了这么多年他拖欠我们的余款了吗?怎样怎样的,总之就是特别生气.
这封邮件显然把我的小助理吓坏了,诚惶诚恐地对我说她犯了错误,把客户得罪了,那几天我也是忙得焦头烂额了,跟助理说就用我的语气跟客户写一封邮件,说明下情况,写完了发到我邮箱,我先看看再来发,我的助理也发给我了,我一忙也就忘记看也忘记发给客户了.昨天的时候,这个客户又写来邮件,不高兴地问我怎么不回邮件给他,然后又七七八八的说了点其它的事.我抓紧时间先把其它的事情帮他处理了,然后想认认真真给他再写封邮件解释下.
我的这封邮件其实也写得很简单,对他玩了一个小技巧,我把邮件摘录到下面,和大家一起分享吧:
Dear XX
Good morning from China! Have a nice day.
This is from Echo. It's a long time that I didn't contact with you directly, how about you recently? Wish you everything goes well.
Because I have business trip and outside office for a long time, during my business trip, the all fair belongs to me, has took charge by my assistant A.
Today, I have read carefully for all mails during my trip between you and A. At first, I must say sorry to you, because A is new comer here, and she don't know everything very clearly, and she don't know our relationship very clearly, about the password and shipping paper, if she has made some misunderstanding, please forgive her, please don't angry with her, and I think she will do better in the near future.
About password, I will send E-mail to you to inform you Monday, because today I just come back office, and all password keep in our financial department, today the director of financial department has meeting with governmental official, and she will come back office on Monday. So, about password, please don't worry abou this.
About shipping paper, I have contact with our trading company, they have sent to you today, later I will give you DHL No.
客户也很快回邮件:
Dear Echo,
Thanks to god you are back.
OK I understand and I am not angry with A.I hope next time she will
doing better.
Please tell me the DHL number when you have it, to check when the papers
will be here. The attached file is SWIFT of balance, please check.
看起来很大的一个事情,就这么不动声色地解决了,我得出以下几个结论:
1. 作外贸,经验很重要,这是取决于一点一滴的积累的.
2. 做外贸,必要的技巧也很重要,如何说话如果处理事情,会给客户一个很不同的感觉.
3. 当危机来的时候,千万不要乱了阵脚,特别是涉及到诸如余款这一类问题时,一定要冷静再冷静,找出问题的症结,头痛的时候可能医脚也会好.
4. 再就是,作为外贸新人,如何很快将主管的指令作出有效地执行,是个学问,切忌不懂装懂,死搬硬套.