由于生产过程或运输过程导致产品出现质量问题时，客户一般会投诉并要求退换货品，此时应该迅速回复客户，并尽可能答应客户的要求，而不是找理由搪塞和拖延。积极的处理问题，才有可能留住客户。
如果产品和服务本身没有任何问题，客户要求退换货，则应该具体情况具体分析。若明显是小客户故意刁难，那就要坚定立场不予退换。如果是很有价值的客户，退换货事出有因，那么可以在友好协商之后做决定。
Return of goods 退货
A: The pain work on the body of the cars has become discolored.
汽车上的外漆都褪色了。
B: We have looked into the matter and found it was due to a chemical imbalance in the paint used in spraying the vehicles.
这事我们已经调查了，发现喷这批车使用的油漆成分比例不当。
A: I'll return the goods to you, postage and packing forward.
我把货退给你们，邮费包装费到付。
B: Actually we are taking these models out of production and calling in all those that we have supplied.
事实上，我们已不生产这一型号的车了，以前供应的车也要收回来。
A: That's fine. When do you think we can get the replacements?
那很好。你认为什么时候换货能到?
B: We have contacted our own suppliers and they said the replacements are on their way to us by express train. You should receive them within a week.
我们和供货商联系过了，他们说换货用直达火车运输，已经发过来了，一周内就能收到。
A: This is our initial order with which you and we are far from satisfied.
这是我们首次向你们订货，结果很不令人满意。
B: I apologize for the inconvenience and please permit me to point out that this kind of fault rarely occurs in our factory. This is the first time, and I promise, it'll also be the last time.Please trust me.
给您带来了不便，我深感歉意。请允许我指出一点，我们的车很少出这类问题。这是**次，我保证也是*后一次。请相信我们。
