《跨境电商客户关系管理》课件-售后客服的流程和方法 纠纷处理方法案例

纠纷处理方法案例《跨境电商客户关系管理》情景描述任务导入案例分析总结目录

Simon在亚马逊上订购了一款“植物大战僵尸”玩具套装，在收货之前查看物流时，发现卖家发的是另外一款玩具，于是对卖家提示“发错款式”的投诉。情景描述亚马逊平台反馈信息后，卖家应该如何处理？（沟通过程中要语气委婉，态度良好，显示卖家良好的服务意识）任务导入案例分析一、平台反馈给卖家的信件ReturnRequestedfororderxxxx发件人:xxx(亚马逊平台)已发送:2018年12月18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:Ohmygod!Mysoniswaitingforthe-Plansvs.Zombies"11plantsplus4newzombiessetfortheupcomingChristmas.Buryouareshipingthe10plantsplus2zombiessettome.Iwantmymoneyback.Requestreceived:December18,2018Sincerely,AmazonServices案例分析关于：ReturnRequestedfororderxxxx发件人:xxx(客户服务人员)已发送:2018年12月18日星期二21:38收件人:Simon订单编号:xxxxxDearSimon，二、卖家发给买家的邮件：案例分析DearSimon，Sorryforthetrouble.Hereishowwepossiblymakeupforyourloss.1.Noreturningtheitem,and1moreplantand4newzombiesforfree.2.Noreturningtheitem,andrefunding40%ofyourpayment.3.Returningtheitemandrefundingallyourpayment.Tellmeyoursatisfactorychoiceplease.Ifyoufindnone,pleasetelluswhatyoursuggestionis.Thanks.xxxRe:关于：ReturnRequestedfororderxxxx发件人:Simon已发送:2018年12月19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,sincethenewzombiesaremyson'sfavorite.Pleasesendtheplantandzombiestomeassoonaspossible.IdohopetoreceivethembeforeChristmas.Thankyouverymuch.Simon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:Simon订单编号:xxxxxDearSimon，四、卖家根据协议补发产品：案例分析案例分析DearSimon,Wehavejustshipped1moreplantand4newzombiesasrequired.Hereistheshippingcode(XXxX-XxXXX-XxXxXx).Wewillkeepacloseeyeonthepackagewiththehopethatyoucouldreceiveitassoonaspossible.Thanksagainforyourkindunderstanding.MerryChristmasandHappyNewYear!XXX(客户服务人员)总结处理流