In foreign trade transactions, due to the emergence of various special circumstances, such as factory shutdowns during the epidemic, rising ocean freight rates, etc., shipment delays or product problems may occur, which in turn may lead to customer suspicion and complaints. In this case, we need to adopt appropriate strategies to deal with it and maintain a good relationship with customers. This article will explore effective coping strategies when facing crises in foreign trade transactions, including building customer empathy and psychological defense.
Customer complaints and suspicions: Shipment delays or product problems under special circumstances often lead to customer complaints and suspicions. Although we may feel aggrieved, we must bear the dissatisfaction of customers. Customers care more about the results rather than the process. As long as the delivery can be on time, customers are usually satisfied.
Strategies for communicating with customers: When problems occur, we should communicate with customers in a timely manner and propose solutions. If the problem can be solved before delivery and the goods can be shipped on time, there is no need to notify the customer. Customers are more concerned about our efforts and the final results. In addition, when customers express dissatisfaction, we can stand in the customer’s perspective, empathize and understand the customer’s ideas, thereby alleviating the customer’s emotions.
Build psychological defense facilities: When facing customer complaints and dissatisfaction, we must build good psychological defense facilities. This includes accepting criticism and apologies from customers, and then seeking solutions. We need to remain calm and wait for customers to calm down before discussing solutions.
Empathy and customer thinking: When communicating with customers, we can stand in the customer’s perspective, denounce dissatisfaction with our company, and express understanding and empathy. In this way, we can establish a deeper connection with customers and alleviate their dissatisfaction.
In foreign trade transactions, it is crucial to establish customer empathy and psychological defense when facing a crisis. Through effective communication and empathy with customers, we can alleviate customer dissatisfaction and seek solutions. Therefore, we should learn to think about problems from the customer’s perspective and establish closer connections with customers to achieve a win-win situation.