《跨境電商客戶關系管理》課件-售中訂單的控制與處理 處理漏發(fā)、錯發(fā)類特殊訂單

處理漏發(fā)、錯發(fā)類特殊訂單《跨境電商客戶關系管理》情景描述任務導入知識點學習知識鞏固課堂總結目錄郵件示例

李曉應客戶訂單要求完成發(fā)貨，物流發(fā)出之后，發(fā)現(xiàn)漏發(fā)了一件貨物。李曉請教售中客服人員，尋求合理有效的解決方案。情景描述商家如果發(fā)現(xiàn)漏發(fā)貨物，需要主動與買家溝通還是等待買家收貨后找商家？任務導入

情景一：在跨境電子商務中，賣家有時會出現(xiàn)漏發(fā)貨物，或者發(fā)貨后發(fā)現(xiàn)發(fā)錯貨物的情況。遇到這種情況時，應由客服人員主動發(fā)起溝通，爭取盡快解決問題。知識點學習一、情境解讀：注意：提高責任意識，對工作負責，對訂單負責。知識點學習二、應對策略：1.主動與客戶進行溝通，表達歉意，請求客戶的諒解。2.向客戶承諾補貨或者換貨，如果是換貨，要主動承擔寄回費用。3.補貨可以隨貨物贈送小禮物，或者提供優(yōu)惠券或折扣，以提高用戶體驗。Dearsir/madam,Weapologizeforhavingsentyouawrongpackage,andpromiseimmediatelytomakeupforit.Firstly,wewillsendyoutherightpackageassoonaspossible.Secondly,wewillsendyouanxx%offdiscountcoupon,whichyoucanusewheneveryouwantinourstore.Couldyoupleasehelptosendthewrongpackagebackafterreceivingit?Weareresponsiblefortheshippingpayment.Whatdoyouthinkofthesolution?Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforthepossibleinconvenience.Yourkindunderstandingwillbegreatlyappreciated.郵件示例一發(fā)錯貨物要求寄回問題Dearsir/madam,Itisapitytotellyouthatmycollaugesendyouthewrongbag.CouldIsendyouagainorwegiveyou$*****discount.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.Sosorryforallyourinconvenience.Yourunderstandingishighlyappreciated.Thankyouverymuch.Bestregards!(Yourname)郵件示例二發(fā)錯貨物不需要寄回問題Dearsir/madam,Weapologizeforhavingleftouttheitemxxx,andpromisetosenditassoonaspossible.Inordertomakeupforyourinconvenience,wewillsendwiththepackageanewproductrecentlydesignedbyusandgoodforyourneckhealth.Pleaseletusknowbeforeyousubmitarefundrequest.Wecanfurtherdiscussasatisfactorysolutionwithyou.Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforyourinconvenience.Yourkindunderstandingwillbegreatlyappreciated.

郵件示例三漏發(fā)貨物問題1.Weapologizefortheinconveniencecausedandappreciateyourkindunderstanding.很抱歉給您造成的不便，感謝您的理解。2.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.我保證您下次購買產(chǎn)品時會給予您更多的折扣以彌補此次損失。

郵件示例四