中小企業(yè)對外貿(mào)易談判 課件 M2-5-Task Five After-sale Customer Service

中小企業(yè)對外貿(mào)易談判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises項目二跨境電子貿(mào)易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskFiveAfter-SaleCustomerService知識目標學習跨境電子商務(wù)中售后客戶服務(wù)內(nèi)容；學習跨境電子商務(wù)中售后客戶服務(wù)藝術(shù)；學習相關(guān)商務(wù)溝通書面英文表達方式；能力目標能夠準備售后客戶服務(wù)材料；能夠順利開展售后客戶服務(wù)活動；能夠處理售后客戶服務(wù)往來信函；思想政治教育目標了解人類命運共同體內(nèi)涵與意義；能應(yīng)用人類命運共同體原理解決實際問題；TaskDescriptions

杭州紅粉服飾有限公司跨境電子商務(wù)部運營專員Lily處理各大跨境電商平臺買家售后反饋問題等事宜。SectionATypicalSamplesSampleI

Lily查看Amazon后臺買家與賣家消息服務(wù)（Buyer-SellerMessagingServiceonAmazon）買家發(fā)來的關(guān)于商品質(zhì)量問題要求換貨的信函。買家消息留言內(nèi)容如下：

Messageboard:IamunhappywiththequalityofthedressonDecember15andIamwritingtoseekareplacement.

Theleftsleeveportwasopen.InoticedthisproblemassoonasIunpackeditfromthebox.

Thedressisnotofacceptablequalityanddoesnotmatchthesampledressdescribedinthestore.Iwouldlikeyoutoreplaceitwithoneofthesamequalityandfinishasthesampleandarrangeforreturnofthefaultydressatnocost.

Iwouldliketohavethisproblemfixedquicklyplease.IfIdonothearfromyouwithin24hours,IwilllodgeaformalcomplaintwithAmazonConsumerService.

Yourssincerely,Rubby

SampleII

Lily根據(jù)買家要求，重新給買家發(fā)貨。下面是Lily給買家的回信。RespectedSir,Thisletteriswithreferencetoyourcomplaintnumber2378regardingthedressyouhadpurchasedonlinefromusonDecember15.Weareextremelysorrythatthearticlesyouhadrequestedwerechangedwhenyouhadgotthemdeliveredatyourend.Weunderstandhowmuchthishadbeenupsettingforyou.Youhadwaitedforaperiodof14to15daysfordeliveryandthedayofdeliverythewrongarticleswerehandedovertoyoubyus.Wesincerelyapologizetoyoufornotdeliveringyoutherightshirts.Wehavealreadydecidedonthenextdeliveryatyourplaceandthistimeyouwillnothavetopayforthedeliverychargestakenbyus.Therequesteddresshasbeenpackedforshipmentatyourplaceandyouwillsoongetanemailfromourteamthattomorrowthedresswillbedeliveredtoyou.Weareverysorryfortheinconveniencecausedtoyoubyus.Wehopethatyouwillkeeppurchasingfromus.

YoursSincerely,LilySampleIIILily在阿里國際站平臺處理了買家的退款要求后，又寫了封道歉信給買家根據(jù)買家要求退款，下面是Lily給買家的回信。DearJohn,Thanksforreachingout.SatisfyingourcustomersisveryimportanttousandI’msorryourdressdidn’tmeetyourexpectations.Ifullyrespectyourdecisionandcanonlyapologizeforanyproblemsyourbusinessexperienced.

We’veprocessedyourrefund,andyoushouldexpecttoseetheamountcreditedtoyouraccountinabout3to5businessdays.

Ifyouhaveanyotherquestionsorconcerns,justreplytothisemail,I’llbeheretohelpyouinanywayIcan.

Best,PinklifeTeamSampleIVFeedback（CustomerFeedback）買家評價是買家在發(fā)生真實購買記錄之后留下的對賣家服務(wù)水平、物流時效和產(chǎn)品信息等信息的評論。買家的評價內(nèi)容會影響后續(xù)買家購買行為，下面是Lily給買家發(fā)的邀請留評信。DearShelly,Youhavemadearecentpurchasewithus,andwethankyouforit.Yourfeedbackonthepurchasemeansalottous,andwereallywouldliketoimproveyourshoppingexperienceateverychanceweget.Pleasespareafewminutesofyourtimetohelpusgrow.Regards，PinklifeTeam

SampleV

公司針對購滿50件的老客戶開展促銷活動，下面是Lily給買家的促銷信。DearJohn,Congratulations!!Youhavecompleted50productpurchasesfromus,andweareevergratefulforyoursupportandtrustinus.Tomakeyour50thpurchaseaspecialone,wewouldliketoofferyouaflat50%offonspecificproductsduringyournextshopping.Wearegoingtomakeyoureverypurchaseaspecialone,thankyouforbeingwithusandhelpingusgrow.

Pleaseusethisoffercouponforyournextpurchase.Itisspeciallydesignedforyou.

RegardsPinklifeTeamSectionBTypicalExpressions1.Igotthepackage,buttheitemisinadifferentcolor.包裹收到了，但產(chǎn)品顏色不對。2.Iamdisappointedwiththeitem.I’llreturnitbecausenothingislikethepicture.我對商品很失望，要求退貨。產(chǎn)品與圖片內(nèi)容完全不符。3.Ourcustomersarecomplainingabouttheslownessofthedelivery.我們的客戶都在投訴貨運很慢的問題。4.Thedressismuchsmallerinsizethanexpected.It’saterribledress.衣服尺碼比預想的要小得多，真是件糟糕的衣服。5.Theskirtarrivedpromptly,butthematerialisthinandstartingtofadeaftertwowashes.I’mveryunhappywiththeproducts.裙子很快就到了，但是面料很薄，洗兩次就褪色了。我對產(chǎn)品很不滿意。6.WemadeamistakeabouttheSKUnumberandsentyouthewronggoods.我們把貨號弄錯了，因此發(fā)錯了物品。7.We’dliketoexpressourappreciationforgivingusanopportunitytomakeituptoyou.謝謝您給我們彌補過失的機會。8.Pleasetakealookatsomeotherproducts.Weagreetosendareplacement.請看看其他產(chǎn)品。我們同意發(fā)一個替換產(chǎn)品。9.We’lltryourbesttomakeupforthelossinaccordancewithyourrequest.我們將竭盡全力按您的要求彌補損失。10.Wehopethatthisunfortunateincidentwillnotaffecttherelationshipbetweenus.我們希望這一不幸事件影響到我們雙方之間的關(guān)系。SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.

您好，

得知發(fā)出的裙子破子我們很抱歉。給您帶來不便，我深表歉意。根據(jù)您的要求，立馬給您重新安排發(fā)貨。發(fā)生這種事情真不是我們本意。希望這件事情不會影響您再次體驗我們的新品。

我已經(jīng)按您的要求退還您的這個包裹的全部費用，包括運費在內(nèi)共計10美元。退款將在2-3個工作日打入您的信用卡。您在后臺隨時可以查看賬戶退款的狀態(tài)。

為客戶提供方便、高效服務(wù)是我們一直追求的目標。出現(xiàn)這種事情，我們真的沒想到。希望您能再給我們一次機會，為彌補給您帶來的傷害，我們將在您下一次購物的總價中給您8折優(yōu)惠。優(yōu)惠券已發(fā)附件，請收好。

謝謝！PartIIIntegratingtheEnglishfollowingbasicinformationintoChinese.ComplaintLetterToAmazonAboutAnItemDeliveredToTheWrongAddressDearsirs，Iamwritingthislettertoletyouknowaboutmycomplaintthat,IhavebeenverydisappointedwithyourpoorserviceofdeliveringmyitemstothewrongaddressonthedayofApril1.IorderedapackageofdressesonthedayofMarch27whichwasexpectedtobedeliveredatmyhomeaddress.

AsthedeliverydatewasMarch28,Iwaseagerlywaitingtoreceivetheitem.Unfortunately,afterthreedaysIhadreceivedthenewsthatithadbeendeliveredtothewrongaddress,thoughyouremployeeshadalreadyconfirmedmyaddressviaphonecall.ThoughItriedtocontactwithyourcustomercareservicemanytimeswithoutanydelayforaproperdelivery,buttheywereunabletohelp