CNC加工外贸客诉处理与售后话术

不管对错，先"接住情绪 + 认真对待"。**流程：致歉 → 请求证据 → 独立复检 → 根因分析 → 补偿方案 → 长效动作**。不要在没数据时说"我们厂内检没问题"，那是最激怒客户的话。

Hi {Name}, Thanks for flagging this immediately — that's the right call, and I take it seriously. Before I speculate, could I ask for: 1. Photos of the 3 rejected pcs (including serial number if marked) 2. Your measurement method + tool used (caliper, CMM, gauge) 3. The actual reading vs. print callout In parallel, I'm pulling the retained samples from your batch here and having our QA remeasure on our Zeiss CMM this afternoon. I'll share our data by tomorrow EOD your time, and we can compare. **Regardless of root cause**, here's what I'll commit to right now: - Replacement of the 3 pcs, air-freighted at our cost, target arrival within 5 days. - If root cause is on our side, we'll issue an 8D report within 7 days and add {containment action} to our control plan. - If root cause turns out to be measurement/handling, no charge — we'll still send replacements as goodwill, and we can jointly review the inspection SOP so this doesn't repeat. Fair? Best, {Your Name}

{名字} 您好， 感谢第一时间反馈，这是正确的做法，我非常重视。 在做任何判断前，可否请您提供： 1. 3 件不良的照片（如有序号请一并提供） 2. 您的检测方法及量具（卡尺 / CMM / 塞规） 3. 实测值 vs. 图纸要求 同步我今天下午会调这批的留样，让 QA 用我们的 Zeiss 三坐标复测，明晚您时间前把我方数据发给您对比。 **不论根因归属，我现在先承诺**： - 3 件补货，空运费用我承担，5 天内到货为目标。 - 若根因在我方，7 天内出 8D 报告，并将 {控制措施} 加入我们的控制计划。 - 若最终判定为检测/搬运问题，仍免费补货作为诚意，另可一起复盘检验 SOP 避免重复。 这样安排您觉得公平吗？