《跨境電商客戶關(guān)系管理》課件-售中客服業(yè)務(wù)范圍 處理發(fā)貨前的特殊訂單

處理特殊訂單-1《跨境電商客戶關(guān)系管理》情景描述知識(shí)點(diǎn)學(xué)習(xí)知識(shí)回顧總結(jié)目錄任務(wù)鞏固特殊訂單：特殊訂單是指那些由于發(fā)貨、物流、海關(guān)等原因造成的、不能正常出貨或退貨的訂單。知識(shí)回顧Review

在售中客服階段，發(fā)貨之前遇到任何問(wèn)題，都需要和買家溝通協(xié)商。因此，李曉收集了發(fā)貨之前可能出現(xiàn)的幾個(gè)問(wèn)題，并針對(duì)這些問(wèn)題，整理了處理郵件的模板。情景描述知識(shí)點(diǎn)學(xué)習(xí)發(fā)貨前的特殊訂單⑤直航貨機(jī)無(wú)法抵達(dá)④發(fā)貨困難③海關(guān)稅收問(wèn)題②包郵問(wèn)題①合并支付與價(jià)格優(yōu)惠情境1：合并支付與價(jià)格優(yōu)惠一個(gè)客戶在店鋪購(gòu)買過(guò)程中，同一天提交了兩個(gè)訂單（并且完成了付款），而兩個(gè)訂單的收件地址相同。知識(shí)點(diǎn)學(xué)習(xí)情境1處理方式：賣家可以建議進(jìn)行合并支付，并且把兩個(gè)訂單所購(gòu)商品合并成一個(gè)包裹投遞，以節(jié)約賣家成本。知識(shí)點(diǎn)學(xué)習(xí)情境1處理注意事項(xiàng)：（1）賣家必須跟客戶提前溝通合并支付和合并投遞事宜，取得買家的同意。（2）主動(dòng)提供一定的價(jià)格優(yōu)惠，達(dá)到雙贏的目的。知識(shí)點(diǎn)學(xué)習(xí)Dearcustomer,Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then"buynow",andcheckyouraddressandorderdetailscarefullybeforeclicking"submit".Afterthat,pleaseinformme,andIwillcutdownthepricetoxx.Youcanrefreshthepagetocontinueyourpayment.Thankyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.BestRegards(Yourname)知識(shí)點(diǎn)學(xué)習(xí)郵件示例Dearcustomer,Itisagreatpleasuretofindthetwoordersyouplacetodaywiththesameaddress.Wouldyoumindifthetwoordersarecombinedintooneandshippedinthesamepackage?Ifno,pleasere-selectallthoseitemsandaddthemtothecart,andthenplaceyourorder.Checkyouraddressandotherdetailscarefullyandthenclick“submittheorder”.Withthesubmission,cometouspleasebeforethepayment,andwewillcutdownthepriceofyourorderbyXXXdollars.Afterthat,youcanrefreshthepagetomakesurethatthepriceislowered,andthencontinuewiththepayment.Andthetwoformerunpaidorderscanbecancelled.Ifyoudonotwanttoplaceaneworder,wewillalsobehappytoprocessyourtwoordersandshipthemastheyare.Thanksalotforyourunderstanding.Enjoyyourshopping!知識(shí)點(diǎn)學(xué)習(xí)情境2：包郵問(wèn)題小包包郵是賣家經(jīng)常使用的促銷手段之一。活動(dòng)期間，有的客戶在同一訂單中訂購(gòu)過(guò)多的貨物或者過(guò)重的貨物，可能導(dǎo)致單個(gè)包裹整體過(guò)重，無(wú)法享受包郵服務(wù)。知識(shí)點(diǎn)學(xué)習(xí)情境2處理方式：1.提高服務(wù)意識(shí)，主動(dòng)與客戶聯(lián)系，提供解決途徑供客戶選擇；2.建議客戶選用其他快遞方式進(jìn)行郵寄；3.將訂單進(jìn)行拆分，以達(dá)到商品包郵服務(wù)的標(biāo)準(zhǔn)。知識(shí)點(diǎn)學(xué)習(xí)Dearcustomer,Iamsorrytotellyouthatthefreeshippingforthisitemisunavailable.Iamreallysorryfortheconfusion.Freeshippingisonlyforpackageweighinglessthan2KG,whichcanbeshippedviaChinaPostAirMail.However,theitemyouwouldliketopurchaseweighsmorethan2KG.Youcaneitherchooseanotherexpresscarrier,suchasUPSorDHL(whichwillincludeshippingfees,butaremuchfaster).Oryoucanplacetheordersseperately,makingsureeachorderweighslessthan2KG,totakeadvantageoffreeshipping.Ifyouhaveanyquestions,pleaseletusknow.知識(shí)點(diǎn)學(xué)習(xí)郵件示例Dearcustomer,Weareafraidthattheorderyoupacedtodaymightnotenjoyourfreesippiserieebecauseitweighsxxkgintotal,heavierthantherequired2kg.Sosorryfortheproblem.Butwehaveworkedouttwopossiblesolutionstotheproblem.Ifyoustillwantthefree-shippingservice,youcanre-selectalltheitems,addthemtothecart,andthenplaceseveralorders,insteadofone.Makesurethattheweightofeachorder,includingthepackage,isnotmorethan2kg.Ifyoudonotwanttoplaceseveralorders,wewouldliketointroducetheXXXshippingservice,whichisavailabletoyourcurrentorder,low-pricedandfast.Pleaseletusknowyourfinaldecision.Itwillbegreatlyappreciatedifyoucouldunderstandus.