Customer Compensation Interface

"Repair-Customer Compensation Liaison" refers to the interface person or process specifically responsible for communicating, negotiating, and handling compensation matters with customers in the after-sales stage of foreign trade when products require repair or quality issues have occurred. Usage scenarios include: customers complaining about product failures and demanding compensation, sharing additional costs incurred during repair, compensating customers for losses caused by repair delays, etc. Notes: 1) Compensation standards (e.g., free repair, replacement, refund, discount) must be clarified to avoid verbal promises; 2) The liaison should possess cross-cultural communication and negotiation skills and be familiar with the liability clauses in the contract; 3) Distinguish between "repair" and "compensation"—repair restores product function, while compensation makes up for customer losses; the two often occur simultaneously but differ in legal nature; 4) Different from "customer complaint handling," which has a broader scope, this term focuses on economic compensation related to repair. The difference from "after-sales technical support" is that technical support focuses on solving technical problems, while compensation liaison focuses on dividing economic responsibility. Companies are advised to set up a dedicated position or process and keep written records to prevent disputes.