跨境电子商务英语 课件 项目四 跨境电商售后沟通

AppliedEnglishforCross-borderE-commerce跨境电商实务英语

授课教师：高田歌ReplyingtoCustomerComplaints投诉回复OutlineReplyingtoCustomerComplaints投诉回复HowtoRespondtoCustomerComplaints？Howtodealwithdifferentcomplaints?Whatwillhappenifyoudon’thandlecustomercomplaintsproperly?91%ofcustomerswhohaveacomplaintwillstopdoingbusinesswiththecompanywilltellupto20peopleabouttheirnegativeexperiencewithyourbusiness.34PartoneHowtoRespondtoCustomerComplaints?Respondquickly,butinawaythatprojectswarmth,concern,andatake-chargeattitude.Determinewhatactionyou'lltaketoaddresstheproblem.Thankthecustomerfortheirfeedback.Apologizeandreiterateyourunderstandingoftheissue.Clearlyoutlineyourplantoremedythesituation.Thankthecustomeragainandofferfollow-upinformation.Checktoseeifthecustomerishappywiththeresult.Incorporatechangesfromcustomerfeedback.56Parttwo1PPT.COMHowtodealwithdifferentcomplaints?Situation1:TheOrderDidn’tArriveonTimeDear

Customer,

Wesincerelyregretthatyouhaven’treceivedyourparcelyet.WecanconfirmthatwesentyourorderonJanuary10,2020;however,wewereinformedbytheshippingcompanythatthepackagehasbeendelayedduetoproblemsontheirend.Wecanarrangereshipmentorfullrefundtoyou.Pleaseletusknowwhatisyourpreferredoptionandwe’llresolvethismatterasquicklyaspossible.We

apologize

for

the

inconvenience.

Your

understanding

is

greatly

appreciated.BestRegards,(Yourname)7常用句型Youcanalsoconsiderthesolutionthatwesendyouanewonewith50%discountandyoucancelthedisputewithoutpayforthehighlyreturningshippingfee.您也可以考虑另一种解决方案：我们以五折方式重新寄给您意见全新的产品，您取消纠纷，也不需要支付高额的寄回费用。Wewillrefundyou$3forcompensationormayyoujustacceptthistimeandwewouldliketoprovidebiggerdiscountforyournextorder?我们将赔偿您$3，或者如果您这次接受货物，我们将在下次的订单中给您更大的折扣。Wesincerelyregretthatyouhaven’treceivedyourparcelyet.很遗憾您没有收到包裹。Wecanarrangereshipmentorfullrefundtoyou.Pleaseletusknowwhatisyourpreferredoptionandwe’llresolvethismatterasquicklyaspossible.我们可以重新安排发货，也可以全额退款。请告诉我们您选择哪种处理方式，我们将尽快解决。8Situation2:TheitemisdamagedorofpoorqualityDear

Customer,

Wesincerelyregretthattheitemsyou’vereceivedinorder***********werenotasdescribed.Ourgoalistoresolveanydisputesasquicklyandconvenientlyaspossible.Sinceyou

have

claimed

the

items

did

not

work/work

properly,couldyoupleasemakeavideorecordingtoillustratethisissueandsendthemdirectlytoouremail:**********.Thiswillallowustoverifytheproblemandhelpresolveittoyoursatisfaction.BestRegards(Yourname)9常用句型Wesincerelyregretthattheitemsyou’vereceivedinorder***********werenotasdescribed.您收到的货物（订单号***********）与描述不符，我们为此真诚的道歉。Sinceyou

have

claimed

the

items

did

not

work

properly,couldyoupleasemakeavideorecordingtoillustratethisissueandsendthemdirectlytoouremail:**********..由于您投诉我们茶品运转不正常，您能否请录制视频以说明此问题，并将其直接发送到我们的电子邮件**********吗？Wewillacceptyourrequirementandpleasekindlyreturnthegoodstothefollowingaddress:*************.我们接受您的要求，请将货物寄回到以下地址：**************Thephotoswerereceivedwiththanks.Sorrythatwefailedtocheckouttheproblemandwewouldpaymoreattentiononthispart.非常感谢，图片已收到。很抱歉我们没有检查出问题，以后我们会在这一部分更加注意。10THANKYOU1PPT.COMAppliedEnglishforCross-borderE-commerce跨境电商实务英语

InvitingPositiveReviews邀请买家反馈授课教师：高田歌OutlineInvitingPositiveReviews邀请买家反馈StrategiestoencouragereviewsAdditionalwaystoaskforareview14Whycustomerreviewsmatters?15Partone3Strategiestoencouragereviews1.Askingforreviewsviaemail162.Askforreviewsinapurchaseconfirmation“Thankyouforyourpurchase!Ifyouenjoyedyourshoppingexperience,tellus(andothers)aboutit!”“Thankyouforyourpurchase!Ifyouarehappywithyour[newproduct],pleasetakeaminutetoreviewithere[linktoreviewplatform].”173.Howtoaskforreviewsfromvendors“Mr.Smith,Ireallyhaveenjoyedworkingwithyouonthisprojectandvalueyourinsight.Wouldyoubewillingtoshareyourexperiencewithourcompanybycontributingashortreviewforourtestimonialpage?”“Positivefeedbackfromnotjustcustomers,butalsothepartnersweworkwithreallyhelpsustocontinueattractingmoregreatcustomersandpartnerssuchasyourself.Ifyouwouldn’tmindleavingareview,wewouldreallyappreciatethat.”1819Parttwo1PPT.COMAdditionalwaystoaskforareviewIncludeacardinyourproductpackaging.“Didyouenjoyworkingwithus?Leaveareview!”01"Howdidwedo?Letusknowbyleavingareviewat[link]!”02“Gotfeedback?We’dlovetohearit!Youcanleaveusareviewat[link].”0320Requestreviewsviatextmessagesorsocialmediatextmessagessocialmedia21THANKYOU1PPT.COMAppliedEnglishforCross-borderE-commerce跨境电商实务英语

ExpressingThankstoYourCustomers感谢信授课教师：高田歌OutlineExpressingThankstoYourCustomers感谢信WhatisaCustomerThankYouLetter?WhentoSendaThankYouEmail?Howtowriteacustomerthankyouletter.

25PartoneWhatisaCustomerThankYouLetter?WhatisaCustomerThankYouLetter?toshowgratitudetomaintainalong-termprofessionalrelationshipwithyourcustomers.2627Parttwo1PPT.COMWhentoSendaThankYouEmail?Thankyouafterpurchase01Newcustomers03Whenacustomerbuysinlargescale05Beingaloyalcustomer02Duringspecialdays04Afterpromotion062829Partthree1PPT.COMHowtoWriteaCustomerThankyouLetter?

Addressthecustomerbytheirname1Shareyourreasonforappreciation2Futureinteraction3Useapersonalsign-off430TipsforwritingyourcustomerthankyouemailWriteisassoonaspossibleBesincereConveywarmthUsepersonalpronounsProofread3132Partfour1PPT.COMSampleLetters&ExamplesSample:ThankyouforyourloyaltyDearNancy,We’venoticedthatyou’vebeenourcustomerforovernineyearsnow!Wehighlyappreciateyouforcontinuallydoingbusinesswithusandentrustinguswithyourhaircareneeds.I