After receiving the goods, if the customer is satisfied with the quality of the product, it is the best result of the transaction. However, in fact, due to some objective or subjective factors, the customer may be dissatisfied with the quality, quantity, packaging, after-sales service, etc. of the goods received. Therefore, it is normal for the salesperson to receive complaints from customers. For customer complaints, the salesperson should first express understanding. For problems caused by the seller’s responsibility, the salesperson should have the courage to admit mistakes, sincerely apologize to the customer, explain the cause of the problem, and propose a reasonable solution to the problem. For problems not caused by the seller’s responsibility, the salesperson should clarify the problem with the customer and help the customer solve the problem.
(I) Apology letter due to poor quality of goods
An example of an apology letter due to poor quality of goods is as follows.
Dear xxx,
We are really sorry for the quality problems you have mentioned in the email you sent to us yesterday.
Our survey shows that these problems were caused by one workers’ carelessness in painting. Although these will not affect the normal usage of the machine, but they do affect the machine’s image. After negotiation with our management, we will grant you USD 200 for your next purchase as compensation. More attention will be paid to the details of surface handling to avoid this kind of mistake. Video will be shot for your supervision by the time we process the next order.
Sorry again for the inconvenience.
Yours truly,
xx