站在客户角度想问题，才能真正解决问题 Stand in Customers’ Shoes

阿连又收到我们的小伙伴给大家带来的分享了，阿连怎么会独自享受呢，大家一起来学习吧：
My fan shared his experience with me again. Let’s see together:

【这段时间是我们的出货旺季，每天奋斗到最后，即使办公室只剩我一个，我也觉得这种忙碌很快乐。这天，和以往一样，我静静关掉电脑准备回家，这时电话响起，是埃及C牌客户的货代打过来了。
This period is our shipping peak season, every day I fight until the end of a day. Even I am the last one to leave office, I enjoy the busy day. On that day, as usual, I turned off my computer and was about to go back home, suddenly, the freight forwarder of my customer C from Egypt called me.

之前计算过客户这次下单数量装柜有多余的空间，所以客户安排了4箱其他供应商的样板跟我们的大货走。原定第二天装的，后来又要外加9箱其他产品的配件跟柜走。当时我就拒绝了货代，并直接联系上客户就这件事情进行沟通，希望客户不要再加那9箱配件一起。因为本人对于报关那边的基础知识薄弱，所以请示了总监后再针对性跟客户解释的。
Previously, I calculated extra space of cargo, so my customer arranged another 4 cartons of samples from other suppliers to ship out together with our products. It was planned to ship at the next day, but they added another 9 cartons later. I refused the freight forwarder and contacted with customers to express our hope of not adding those 9 ones. I explained to customers after learning from my manager about the relevant customs provisions.

熟悉报关的应该都知道，出口货物中太多不属于自己产品的配件随时会被视为混装的，报关手续就没有那么简单，而且还会随时面临查柜。如果整柜都是我们的货查柜起来也只是时间上的问题。但是加上那9箱的话，就有13箱不一样的东西，如果查柜起来我们所有的资料都需要重新做，除了会产生费用，我们还不知道增加的配件会不会因为过多而影响到我们企业出口信誉值和退税问题。
If you are familiar with the customs clearance, you must know that excessive products from other companies with our products in exports will be concerned as mixed loading so customs formalities will be more complicated and they may be checked in any time. If all are our products, we just need to wait. But if add 9 cartons, there are 13 cartons with different goods so we had to redo all documents. In addition to higher cost, whether our export reputation and tax rebate will be affected is unknown due to the extra accessories.

笨笨如我，我和客户沟通时一口抛出了会影响我们退税的说法。当时客户就恼火了，让我把他之前的样板一起寄到其他供应商那边跟别人的柜子出。很明显客户很反感我这样说的。在他听来我们的解释既苍白无力，又非常自私自利。因为仅仅是考虑到自己的退税问题而没有设身地为客户考虑帮助下他。本来还有机会可以让客户明白，我们已经答应他装4箱样板，如果过多的配件其实是影响他的出货的，就因为自己的一时口快，客户再也不会体谅我们的难处了。请示了总监，跟总监说了这次是自己的问题，总监站在公司立场，出于对客户的信任和长久合作考虑，公司冒着风险给客户全部配件和样板一起混装了。但是其中我们要求检查每箱的样板和配件是否和客户给的资料相符，跟我们同属一类产品，并一一做了登记。
Stupid as I was! When I communicated with him, I said that it would affect our tax rebate. Suddenly, he became annoyed and asked me to send his former samples to other suppliers for shipment. Obviously, he was tired of my statement. He regarded my explanation as quite pale and I was self-serving because I only considered my own problem but not stood in his shoes. Originally, he could understand that we had promised to add another 4 cartons with samples but excessive accessories might impact on shipment. But due to my statement, he couldn’t understood us. To tell my manager that it was my fault, my manager considered in company side, for trusting customers and long-term cooperation, we burdened the risk to mix load all accessories and samples. Among them, we required to check each one to know whether they were in line with documents provided by customers and the same category, marking each one.

其实这件事情上，深感自己面对问题的应对技巧非常很不足的。出现了问题就会手忙脚乱，没有全面考虑事情的严重性和跟客户交流时次序性。每个客户都希望供应商可以站在他们角度想问题的，如果我们要解决问题的话，应该抓住客户心理才能更好地协调的。外贸人不容易，做个强大的外贸销售更不容易，但是运用好技巧，很多事情都容易很多了。谢谢公司的支持与机会，我享受着这过程。
In fact, on this matter, I lacked good response skills to problem. When something wrong occurred, seriousness of the matter and order weren’t fully concerned. Actually each customer hope that the other can stand in their shoes. If we want to deal with problems, we should know their ideas. It is difficult to be a foreign trader, but more to be a strong foreign trade salesman. Things may become easier only when we use good skills. Thanks to our company’s support and chance, I enjoy the process.】

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