这可能是我写的情深意切的信之最吧！客户回了以下这封信：

    Dear Mindy,

    Please find attached pictures from several bags from several boxes and pallets who have all the same problem. I went again with our Director to the warehouse and checked AGAIN several pallets and opened for the SECOND time the boxes and took several bags out of them to take the pictures.

    The handles who are attached on their own bag made damages on their own bag but also damaged the bag who layes on top or under them>> see JP 424 + 425.( you see two marks of handles) and that makes it that all the goods are really damaged.

    The handles are sticked to the bags and that is what causes the problem. May be because of long shipment in a ship the damage got bigger?

    Please Mindy believe us we are telling you the Truth.

    Please come to **** and check your self the bags, you will see that all bags are damaged and that we tell you the truth.

    Please give me one reason why we should NOT tell you the truth?? We and I think also you are really not pleased that our first order went so wrong. It causes a lot of problems and takes a lot of time for checking all the bags which costs a lot of money at us.

    We are also a manufacturer and we know what complaints costs. That is why we always carefully check the bags when we have complaints and try to solve it in a correct way to the customer but also to our suppliers.

    PACKAGING:

    We are not responsible about the way how you packed the bags.

    You wrote to me that you have considered this problem with your manager before the shipment and you have decided to pack in this way without asking us.

    When you would have said to us that you would put the handles on the outside we would have replied to you immediately and told you that we prefer the handles to the inside to avoid damaging.

    So you can not tell us that we are responsible.
 
    DISCOUNT

    We understand that it is a very big problem for you but it is also A BIG PROBLEM for us. Our customer is not pleased with us at this moment which is a bad thing.

    We have already showed te customer several bags and tried to solve it with a discount >> SO WE COULD HELP YOU >> but we regret> our customer does not accept the damaged bags and askes us when we will deliver correct undamaged bags.

    SOLUTION

    This is a very big problem which we must solve in the correct way.

    In your previous email you asked me to check the bags carefully and tell you the quantity of the damaged ones which you would produce again with free of charge. We can not help it that the answer is that all the bags are damaged. The blame is on the way of packaging.

    Please let us know what you want us to do with the damaged shipment and when can you ship the new correct goods.

    真的也很合情合理的。

    我真的很晕，我的经验不丰富，特来请教大家，非常感谢。 

    [建议一]既然生意还要继续下去，而且双方都有责任，那么就共同面对和解决它！不是还有下一单吗？建议客人查出损坏的货物具体数量，可以赔负一部分，但包装问题在再次出货时可免费加多一些新包装给客人。还有，可能运输中出了问题，也可尝试跟运货方索赔！相信客人可接受该方法：赔一部分产品，提供新的免费包装。

    [建议二]我没等看客户回复的时候就大概知道你客户的反应了.

    你说话的语气和立场存在着问题,如果我是你的客户我会对这种说话的语气非常的反感,你说话的语气明摆着是对客户的不信任.就算客户存在夸大其辞的成分也是可以原谅的,换成是你看到了这样的货物会是什么感想?如果你觉得客户说的话并非事实全部你可以采用委婉的说法,这样客户也比较容易接受,也有利于你们将来的业务发展.

    作为生产厂家连保证产品质量的包装都弄不好,最后还把责任推到客户身上,说客户没有跟你们最后确认包装,我觉得这是不负责任的表现,客户没有跟你们确认那侧面上可以反应客户对你们的信任,作为BUYER谁会相信一个厂家连自己的包装都弄不好呢?如果连包装都弄不好,还怎么让人家对你们放心呢?

    我觉得整件事情全部的责任在于你们,新产品包装是需要测试的,你们忽略了这个重要环节.最不可以原谅的是你们推卸责任的行为,给自己的失误找借口,现在让客户对你们的失误负责,是不是太过分了?

    如果想让业务继续并且重获客户对你们的信心和信任,最好的做法是对自己的行为负责,首先从改变说话的语气入手.