在收到客户索赔的申请后,难免会面临一个严重的问题,就是赔款的数额。具体赔多少?怎么赔?有没有变通且让双方都相对容易接受的方案?这才是我们业务员需要考虑的。不是一味让步,或是一味强硬就可以解决问题。

谈判需要技巧,需要让双方减少彼此的损失,为未来的继续合作铺平道路,而不是出了问题一味逃避责任,做一锤子买卖。

一、邮件模板

Dear Melisa ,

l have discussed with my boss about the compensation cost. We couldn't accept the double charge for this order.

Actually ,all the items should be recalled. But it is unfair to charge us all the products cost,freight cost,import tax & your retail margin. We sent you the final samples before mass production , and were confirmed by your engineering team. It is obviously that the quality was OK.

By the way ,all of our products were UL approved ,and strictly according to US standard. It is unfortunately that we have to recall the products to avoid the potential danger. But in our opinion,we could realize each other to improve the situation.

Please help to find our 2 suggestions as follows :

1. We could transfer the money back for this order , without any additional charge. In future orders this year , we could keep the price and give you a 20% discount as compensation.

2. We'll ship a newe wave of products as quickly as possible ,and accept to give you USD 3 000 as compensation cost.

Please check with your manager and give me reply soon.

Best regards,

Yan

二、常用语句

1. After due consideration,we accepted to pay for GBP 800 as compensation charge.

经过相关考虑,我们同意赔付800英镑。

2. Although we enjoy your products,we have to find an alternative because you don't have the CE certificate.

尽管我们很喜欢贵公司的产品,但我们还是得寻找另外的供应商,因为你们没有CE证书。

3. It is unfair to charge us all the compensation cost.

要我方承担所有的赔款是不公平的。

4. We have suffered a serious setback due to your poor quality.The claim was more than USD 3 0O0.

由于你方的质量问题,我们遭受了重大损失。索赔的费用要超过3000美元。

希望上述内容对各位有所帮助。