《跨境电商客户关系管理》课件-售中客服的技巧 纠纷处理方法练习

纠纷处理方法练习《跨境电商客户关系管理》情景描述邮件示例案例分析总结目录

客户在亚马逊的餐具店订购了一款餐具套装，在查看物流时，发现卖家发的是另一款印花餐具，于是对卖家提示投诉。情景描述案例分析一、平台反馈给卖家的信件ReturnRequestedfororderxxxx发件人:xxx(亚马逊平台)已发送:2019年9月5日星期二14:00收件人:xxx(客户服务人员)订单编号:xxxxxDearxxx(客户服务人员)，案例分析Dearxxx(客户服务人员)，ThisemailisbeingsenttoyoubyAmazontonotifyandconfrmthatareturnauthorizationhasbeenrequestedfortheitem(s)listedbelow.PlasereviewthisrequetintheMiangeReturnstoolinyourselleraccount.UsingtheManageReturnstool,pleasetakeoneofthefollowingactionswithinthenextbusinessday.1.Authorizethecustomer'srequesttoreturntheitem.2.Closetherequest.3.Contacttheconsumerforadditionalinformation(throughManageReturnsortheBuyer-SellerCommunicationtool).案例分析xxx(客户服务人员),theinformationbelowisconfirmationoftheitem(s)thatyouhaverequestedtoreturntoxx.Noadditionalactionisrequiredfromyouatthistime.OrderID:xxxItem:xxxQty:1Returnreason:Wrongitemwassent.Customercommet:Ican'tbelieveit.ThesetofcupshavenotthesameprintaswhatItoldtheseller.IlovethatprintIhavechosen,andwanttoexchangeforit.Requestreceived:September5,2019Sincerely,AmazonServices案例分析请根据投诉，以客服人员的身份完成与客户的沟通。要求：1.由于客服人员失误而造成发错产品，向客户表达自己歉意；2.提出多种解决方案，供客户进行选择；3.沟通过程中态度诚恳，主动承担相应责任。案例分析关于：ReturnRequestedfororderxxxx发件人:xxx(客户服务人员)已发送:2019年9月5日星期二21:38收件人:xxx订单编号:xxxxxDearxxx，二、卖家答复示例：案例分析Dearxxx（客户），Sorryforthetrouble.Hereishowwepossiblymakeupforyourloss.1.Noreturningtheitem,anda60%claimcode.2.Noreturningtheitem,andrefunding40%ofyourpayment.3.Returningtheitemandrefundingallyourpayment.Tellmeyoursatisfactorychoiceplease.Ifyoufindnone,pleasetelluswhatyoursuggestionis.Thanks.xxx(客户服务人员)Re:关于：ReturnRequestedfororderxxxx发件人:xxx已发送:2019年9月6日星期三11:25收件人:xxx(客户服务人员)订单编号:xxxxxDearxxx(客户服务人员)，三、解决投诉：案例分析案例分析XXX(客户服务人员)，wouldliketochoosethefirstsolution,sinceIamstillthinkingoftheprintthatIlikemost.Afterreceivingthecode,Iwillbuyasetofcupswiththeprint.Now,Iamlookingforwordtogettingthecode.Thankyou.xxx(客户)关于：ReturnRequestedfororderxxxx发件人:xxx(客户服务人员)已发送:2018年12月19日星期三13:01收件人:xxx订单编号:xxxxxDearxxx，四、卖家根据协议提供折扣码：案例分析案例分析请根据协商结果书写一封邮件。要求：1.告知客户赠送的折扣码（HTCB-AD73TB-L2M1TF）；2.承诺客户下单后立即发货，并在发货前认真检查货物。案例分析Dearxxx,Hereisthe60%claimcode(HTCB-AD73TB-L2M1TF).Wewillsendyouasetofcupswiththatprint(code:xxx)assoonasyouplaceyourneworder.Thankyou.XXX(客户服务人员)邮件示例Dearsir,Wesincerelyapologizeforhavingsentyouthecupswithadifferentprintbecauseofamistakeinprintcodes.Wepromisecompensatingforyourinconvenience.Theordercannotbecancelledsinceithasbeenshipped.Herearesomepossiblesolutionswewouldlikeyoutoknow.1.Youneednottoreturntheitem,andwillreceivea60%claimcodefromus.Withthecode,youcanpurchaseanyproductsinourstoreatprices60%off.邮件示例2.Youneednottoreturntheitem,andwillgetback40%ofthemoneyyoupaidfortheitem.3.Youmayreturntheitemifyoudonotwanttokeepit.Wewillpayfortheshipmentandrefundallthemoneyyoupaidforit.Youmaychooseoneofthethreesolutionsandletusknow.Ifthereisanythingwecandoforyou,donothesitatetotellus.Thanksalotforyourunderstanding.Bestregards!(Yourname)邮件示例Dearsir,Itisourgreatpleasetosendyouthe60%claimcode(HTCB-AD73TB-L2M1TF).Nowyoucanplaceyourneworder.Wepromisetoshipasetofcupswiththatprint(coded027)oncetheorderisplaced.Moreover,thecupswillbecarefullyreviewedbeforetheyareputintoapackage.Wehopethatyouwillgetthecupsyoulikemostasquickly