遇到脾气暴躁的客户怎么办？

"I don't want your salesman Win to follow up our order; I ask for a substitution, you must do that!"

这是公司一位老客户A先生发给我上司的一段话，对方明确并强烈要求必须把我换掉，虽然有预感可能已经惹到客户，但看到他们对话的时候，我还是一脸的惊愕。

This is a paragraph sent by an old customer of the company, Mr. A, to my boss. The other party clearly and strongly demands that I have to be replaced. Although there is a hunch that I may have angered the customer, I was still amazed when I read their conversation.

事情的经过是这样的：

The whole story was as the following.

公司与A先生以往合作的付款方式都是LC，也从来没有因为LC的条款产生任何异议。但这次客户换了一家开征银行，其中不符点的扣费比以往要高出两倍以上，另外还需要加上18%的商品及服务税，这是我们以往在任何LC当中不曾见过的，且按照我们产品利润来讲，这是很难接受的。所以要求客户与银行协商降低不符点的费用，并且不能包含商品及服务税，或者任何其他的费用。但客户给出的答复表示这些费用都是银行的强制性要求，根本无法更改。

Mr. A’s previous payment way was LC, and had never been any objection to LC’s terms. But this time the customer changed to a levy bank, in which the deduction of discrepancies was twice higher than before, and an 18% GST was added, which we have never seen before in any LC. And according to the profit of our products, it was very difficult to accept. Therefore, customers required to negotiate with the bank to reduce the cost of discrepancies, and it even didn't include goods and services tax, or any other fees. However, the response from the customer indicated that these fees are mandatory requirements of the bank and cannot be changed at all.

但在我方的立场上，根据以往与其他客户的沟通经验，LC的条款都是可以与银行协商修改的，加之如果一旦产生不符点，那我方需要承担高额扣费的风险就很大了。所以当即也很明确地与客户表明：如果这个条款不作修改的话，我们也不会接受他们的LC。于是谈判曾因此陷入僵局状态。

However, in our position, based on past communication experience with other customers, LC's terms can be negotiated with the bank, and if there is a discrepancy, then the risk of high deduction was high. Therefore, we expressed very clearly to the customer that if they didn’t make changes to this term, we will not accept their LC. The negotiations went thus into deadlock.

后来客人找到了我的领导，也便有了以上针对我的投诉。在与我了解了大概的情况之后，我的领导认为LC的条款也是需要修改的，所以也让客户跟银行沟通修改。但这时候的客户显然已经不是很耐烦，人也开始变得暴躁起来，并质疑我们是并不懂LC，甚至说不符点的扣费是由他们承担，与我们无关。（但LC上明确标明，这些费用将由受益人一方承担。）后来经过几轮的谈判，仍没能达成统一意见，但此时客户显然已经没有了耐心，扬言要取消订单。

Later, the guest found my leader and thus had the above complaint against me. After learning about the situation with me, my leaders thought that the terms of LC also need to be revised, so they also let customers communicate with the bank to modify. However, the customer at this time was obviously not patient, and began to become violent, and then questioned that we do not understand LC. Even the deduction of discretion is borne by them and has nothing to do with us. (But it is clearly showed on the LC that these costs will be borne by the beneficiary.) After several rounds of negotiations, we still failed to reach a consensus, but at this time the customer apparently had no patience and threatened to cancel the order.

虽然最后公司还是让步同意接受客户的LC，但客户却坚决取消了订单，原因是我们没有及时确认给他。虽然很遗憾也很内疚让公司丢失了一个客户，也让公司损失了一张订单。但后来在与领导沟通起这个客户的时候，也特别感谢领导对我的理解，因为修改LC条款本来就是常有的小事，但客户却没有给予理解并积极配合解决问题才造成最终的结果。且我个人认为客户这种动不动就生气的表现其实也是非常不专业的。不知道大家是不是也曾遇到过这么容易暴躁的客户呢？

Although the company finally agreed to accept the customer's LC in order to support my performance, the customer resolutely canceled the order because we did not promptly confirm it. I am regrettable and guilty that the company lost a customer and lost an order. However, when I communicated with the leader about this customer, I was especially grateful to the leaders for understanding me, because modifying the LC term was originally a trivial matter, but the client did not understand and actively cooperate to solve the problem to produce the final result. And I personally think that the performance of customers who were angry at this moment is actually very unprofessional. I don't know if you have ever encountered such an irritable customer?

（本文由中国制造网赵生18669531501整理发布）