《跨境電商客戶關(guān)系管理》課件-售中客服的技巧 糾紛處理方法練習

糾紛處理方法練習《跨境電商客戶關(guān)系管理》情景描述郵件示例案例分析總結(jié)目錄

客戶在亞馬遜的餐具店訂購了一款餐具套裝，在查看物流時，發(fā)現(xiàn)賣家發(fā)的是另一款印花餐具，于是對賣家提示投訴。情景描述案例分析一、平臺反饋給賣家的信件ReturnRequestedfororderxxxx發(fā)件人:xxx(亞馬遜平臺)已發(fā)送:2019年9月5日星期二14:00收件人:xxx(客戶服務(wù)人員)訂單編號:xxxxxDearxxx(客戶服務(wù)人員)，案例分析Dearxxx(客戶服務(wù)人員)，ThisemailisbeingsenttoyoubyAmazontonotifyandconfrmthatareturnauthorizationhasbeenrequestedfortheitem(s)listedbelow.PlasereviewthisrequetintheMiangeReturnstoolinyourselleraccount.UsingtheManageReturnstool,pleasetakeoneofthefollowingactionswithinthenextbusinessday.1.Authorizethecustomer'srequesttoreturntheitem.2.Closetherequest.3.Contacttheconsumerforadditionalinformation(throughManageReturnsortheBuyer-SellerCommunicationtool).案例分析xxx(客戶服務(wù)人員),theinformationbelowisconfirmationoftheitem(s)thatyouhaverequestedtoreturntoxx.Noadditionalactionisrequiredfromyouatthistime.OrderID:xxxItem:xxxQty:1Returnreason:Wrongitemwassent.Customercommet:Ican'tbelieveit.ThesetofcupshavenotthesameprintaswhatItoldtheseller.IlovethatprintIhavechosen,andwanttoexchangeforit.Requestreceived:September5,2019Sincerely,AmazonServices案例分析請根據(jù)投訴，以客服人員的身份完成與客戶的溝通。要求：1.由于客服人員失誤而造成發(fā)錯產(chǎn)品，向客戶表達自己歉意；2.提出多種解決方案，供客戶進行選擇；3.溝通過程中態(tài)度誠懇，主動承擔相應(yīng)責任。案例分析關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:xxx(客戶服務(wù)人員)已發(fā)送:2019年9月5日星期二21:38收件人:xxx訂單編號:xxxxxDearxxx，二、賣家答復(fù)示例：案例分析Dearxxx（客戶），Sorryforthetrouble.Hereishowwepossiblymakeupforyourloss.1.Noreturningtheitem,anda60%claimcode.2.Noreturningtheitem,andrefunding40%ofyourpayment.3.Returningtheitemandrefundingallyourpayment.Tellmeyoursatisfactorychoiceplease.Ifyoufindnone,pleasetelluswhatyoursuggestionis.Thanks.xxx(客戶服務(wù)人員)Re:關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:xxx已發(fā)送:2019年9月6日星期三11:25收件人:xxx(客戶服務(wù)人員)訂單編號:xxxxxDearxxx(客戶服務(wù)人員)，三、解決投訴：案例分析案例分析XXX(客戶服務(wù)人員)，wouldliketochoosethefirstsolution,sinceIamstillthinkingoftheprintthatIlikemost.Afterreceivingthecode,Iwillbuyasetofcupswiththeprint.Now,Iamlookingforwordtogettingthecode.Thankyou.xxx(客戶)關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:xxx(客戶服務(wù)人員)已發(fā)送:2018年12月19日星期三13:01收件人:xxx訂單編號:xxxxxDearxxx，四、賣家根據(jù)協(xié)議提供折扣碼：案例分析案例分析請根據(jù)協(xié)商結(jié)果書寫一封郵件。要求：1.告知客戶贈送的折扣碼（HTCB-AD73TB-L2M1TF）；2.承諾客戶下單后立即發(fā)貨，并在發(fā)貨前認真檢查貨物。案例分析Dearxxx,Hereisthe60%claimcode(HTCB-AD73TB-L2M1TF).Wewillsendyouasetofcupswiththatprint(code:xxx)assoonasyouplaceyourneworder.Thankyou.XXX(客戶服務(wù)人員)郵件示例Dearsir,Wesincerelyapologizeforhavingsentyouthecupswithadifferentprintbecauseofamistakeinprintcodes.Wepromisecompensatingforyourinconvenience.Theordercannotbecancelledsinceithasbeenshipped.Herearesomepossiblesolutionswewouldlikeyoutoknow.1.Youneednottoreturntheitem,andwillreceivea60%claimcodefromus.Withthecode,youcanpurchaseanyproductsinourstoreatprices60%off.郵件示例2.Youneednottoreturntheitem,andwillgetback40%ofthemoneyyoupaidfortheitem.3.Youmayreturntheitemifyoudonotwanttokeepit.Wewillpayfortheshipmentandrefundallthemoneyyoupaidforit.Youmaychooseoneofthethreesolutionsandletusknow.Ifthereisanythingwecandoforyou,donothesitatetotellus.Thanksalotforyourunderstanding.Bestregards!(Yourname)郵件示例Dearsir,Itisourgreatpleasetosendyouthe60%claimcode(HTCB-AD73TB-L2M1TF).Nowyoucanplaceyourneworder.Wepromisetoshipasetofcupswiththatprint(coded027)oncetheorderisplaced.Moreover,thecupswillbecarefullyreviewedbeforetheyareputintoapackage.Wehopethatyouwillgetthecupsyoulikemostasquickly