《跨境電商客戶關(guān)系管理》課件-售中訂單的控制與處理 處理漏發(fā)、錯(cuò)發(fā)類特殊訂單

處理漏發(fā)、錯(cuò)發(fā)類特殊訂單《跨境電商客戶關(guān)系管理》情景描述任務(wù)導(dǎo)入知識點(diǎn)學(xué)習(xí)知識鞏固課堂總結(jié)目錄郵件示例

李曉應(yīng)客戶訂單要求完成發(fā)貨，物流發(fā)出之后，發(fā)現(xiàn)漏發(fā)了一件貨物。李曉請教售中客服人員，尋求合理有效的解決方案。情景描述商家如果發(fā)現(xiàn)漏發(fā)貨物，需要主動(dòng)與買家溝通還是等待買家收貨后找商家？任務(wù)導(dǎo)入

情景一：在跨境電子商務(wù)中，賣家有時(shí)會出現(xiàn)漏發(fā)貨物，或者發(fā)貨后發(fā)現(xiàn)發(fā)錯(cuò)貨物的情況。遇到這種情況時(shí)，應(yīng)由客服人員主動(dòng)發(fā)起溝通，爭取盡快解決問題。知識點(diǎn)學(xué)習(xí)一、情境解讀：注意：提高責(zé)任意識，對工作負(fù)責(zé)，對訂單負(fù)責(zé)。知識點(diǎn)學(xué)習(xí)二、應(yīng)對策略：1.主動(dòng)與客戶進(jìn)行溝通，表達(dá)歉意，請求客戶的諒解。2.向客戶承諾補(bǔ)貨或者換貨，如果是換貨，要主動(dòng)承擔(dān)寄回費(fèi)用。3.補(bǔ)貨可以隨貨物贈送小禮物，或者提供優(yōu)惠券或折扣，以提高用戶體驗(yàn)。Dearsir/madam,Weapologizeforhavingsentyouawrongpackage,andpromiseimmediatelytomakeupforit.Firstly,wewillsendyoutherightpackageassoonaspossible.Secondly,wewillsendyouanxx%offdiscountcoupon,whichyoucanusewheneveryouwantinourstore.Couldyoupleasehelptosendthewrongpackagebackafterreceivingit?Weareresponsiblefortheshippingpayment.Whatdoyouthinkofthesolution?Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforthepossibleinconvenience.Yourkindunderstandingwillbegreatlyappreciated.郵件示例一發(fā)錯(cuò)貨物要求寄回問題Dearsir/madam,Itisapitytotellyouthatmycollaugesendyouthewrongbag.CouldIsendyouagainorwegiveyou$*****discount.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.Sosorryforallyourinconvenience.Yourunderstandingishighlyappreciated.Thankyouverymuch.Bestregards!(Yourname)郵件示例二發(fā)錯(cuò)貨物不需要寄回問題Dearsir/madam,Weapologizeforhavingleftouttheitemxxx,andpromisetosenditassoonaspossible.Inordertomakeupforyourinconvenience,wewillsendwiththepackageanewproductrecentlydesignedbyusandgoodforyourneckhealth.Pleaseletusknowbeforeyousubmitarefundrequest.Wecanfurtherdiscussasatisfactorysolutionwithyou.Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforyourinconvenience.Yourkindunderstandingwillbegreatlyappreciated.

郵件示例三漏發(fā)貨物問題1.Weapologizefortheinconveniencecausedandappreciateyourkindunderstanding.很抱歉給您造成的不便，感謝您的理解。2.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.我保證您下次購買產(chǎn)品時(shí)會給予您更多的折扣以彌補(bǔ)此次損失。

郵件示例四