《跨境电商客户关系管理》课件-售中客服业务范围 处理发货前的特殊订单

处理发货前的特殊订单-2《跨境电商客户关系管理》情景描述知识回顾总结知识点学习目录邮件示例当客户在同一订单中订购过多的货物或者过重的货物而不能享受包邮服务时，卖家应该（C）尽快发货，保证交易顺利进行果断将订单进行拆分以达到免除邮费的标准及时提醒客户，建议客户选用其他快递方式，或者将订单进行拆分以达到包邮服务的标准暂不发货，等待客户来沟通知识回顾跨境电子商务发货期间，会遇到向不同国家发货的情况，而各国的环境有所不同，海关政策也有差异。发货前会有客户咨询物流问题，需要售中客服人员予以解答。情景描述知识点学习⑤直航货机无法抵达④ 发货困难③海关税收问题②包邮问题①合并支付与价格优惠知识点学习知识点学习知识点学习Dear

customer,Wearegladtohelpyouwithyourconcernsaboutthe

customsissue.Wedounderstandthatyoufearpossibleextrafeeswouldbechargedforyourorderbythecustoms.However,wedonotthinkthatyouneedtoworrytoomuchaboutthe

issue.Infact,mostcustomsdonotchargebuyersextrafeesforitemsofsimilarsizesorprices.However,tobehonest,insomefewcases,buyersaresupposedtopayimporttaxesorextrafeesinspiteofsmallsizesorlowprices.Therefore,wesuggestthatyouconsultthelocalcustomsofficeaboutthespecific

regulations.Ifyouareconfrontedwithanyotherquestions,pleasedonothesitatetocontactus.Wearealwaysreadytohelp

you.Best

Regards(Your

name)邮件示例邮件示例Dear

customer,ThanksforyourinquiryandIamhappytocontact

you.Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.First,inmostcountries,itdidnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-cost

items.Second,insomeindividualcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustoms

office.Best

Regards(Your

name)邮件示例邮件示例知识点学习知识点学习Dear

customer,Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourorderstoothercountries,

pleaseletusknow.Hopewecanaccommodatefutureorders.Iappreciateforyourunderstanding.Best

Regards(Your

name)邮件示例邮件示例Dear

customer,Wearesorrytonoticethattheshipmentserviceisnotavailableinyourcountry1regionatthe

moment.Butifyouagreetoshipyourordertosomeotherneighboringcountriesorregions,wewillalsobegladtoofferyouourproductsandservice.Itwillbegreatlyappreciatedifyoucouldunderstandus