《跨境電商客戶關(guān)系管理》課件-售中客服業(yè)務(wù)范圍 跨境物流跟蹤溝通節(jié)點(diǎn)分析

跨境物流跟蹤溝通節(jié)點(diǎn)分析《跨境電商客戶關(guān)系管理》知識(shí)回顧貨物丟失貨物長(zhǎng)時(shí)間在途更改快遞方式確認(rèn)收貨超時(shí)依然未妥投物流信息未及時(shí)更新12345情景描述貨運(yùn)物流一切正常，客戶雖然可以通過(guò)物流詳情頁(yè)面了解實(shí)時(shí)物流信息但是客服人員仍要在幾個(gè)關(guān)鍵節(jié)點(diǎn)予以郵件提醒和溝通。任務(wù)導(dǎo)入知識(shí)點(diǎn)學(xué)習(xí)知識(shí)點(diǎn)學(xué)習(xí)01一旦貨物抵達(dá)海關(guān)，賣家應(yīng)立即通知客戶關(guān)注物流動(dòng)態(tài)，確?？蛻艏皶r(shí)收貨。Dearcustomer,Thisisxxx.Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitwashandedtocustomsonJan.19.Thetrackingnumber

isxxxxxx.Youcancheckitonthewebsite:xxx

.Youmaygetitinthenearfuture.Iapologizeforthefactthattheshippingisalittleslowerthanusual.Hopeitisnotabigtroublefor

you.Best

Regards!(Your

name)知識(shí)點(diǎn)學(xué)習(xí)示例郵件知識(shí)點(diǎn)學(xué)習(xí)02貨物到達(dá)郵局之后，賣家要提醒客戶關(guān)注配送信息。賣家要提醒客戶注意不要錯(cuò)過(guò)投遞信息，保持手機(jī)開(kāi)機(jī)，同時(shí)可以提醒客戶對(duì)本次交易留評(píng)。Dearcustomer,ThisisXXX.Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitisstilltransferredbySydneypostoffice.Tracking

numberisxxxxxx.Pleasecheckitonthewebsite:х

xx.Youwillgetitsoon.Pleasenotethatpackagedelivery.Hopeyoulovetheproductwhengettingit.Ifsopleasegivemeapositivefeedback.Thefeedbackisimportanttome.Thankyouverymuch.BestRegards!(Your

name)知識(shí)點(diǎn)學(xué)習(xí)示例郵件知識(shí)點(diǎn)學(xué)習(xí)03賣家可詢問(wèn)客戶收到的貨物狀況如何，以便賣家及時(shí)幫助其解決問(wèn)題。Dearcustomer,Iamverygladtoseethatyourorderhasbeendeliveredsuccessfully.Pleasemakesurethattheitemsyouorderedareingoodconditionandthenconfirmthe

delivery.Ifyouaresatisfiedwithourproductandservice,pleasegiveusafive-starfeedbackandsomepositivecomments.Wewillgreatlyappreciateit.Ifthereisanyproblemorquestion,pleasetellusdirectlyforanimmediatesolution.Pleasedonotsubmitarefundrequestbeforeaskingusforhelp.Wepromisetosolveyourproblemandansweryourquestionasquickly

aspossible.Best

Regards!(Your

name)知識(shí)點(diǎn)學(xué)習(xí)示例郵件知識(shí)點(diǎn)學(xué)習(xí)常用句型拓展：Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitwashandedtocustomsonJan.

19.譯文：

我要告訴您訂單的最新進(jìn)展情況。最新的信息顯示，您的產(chǎn)品已經(jīng)在1月19日入關(guān)。知識(shí)點(diǎn)學(xué)習(xí)譯文：物流信息顯示，您的貨物還在由悉尼郵局配送中。常用句型拓展：TheinformationshowsitisstilltransferredbySydneypost

ofice.知識(shí)點(diǎn)學(xué)習(xí)譯文：根據(jù)查詢的信息，您已經(jīng)收到了貨物。常用句型拓展：Thetrackinginformationshowsthatyouhavereceivedyourorder.知識(shí)點(diǎn)學(xué)習(xí)常用句型拓展：Ifyouaresatisfiedwithyourpurchaseandourservice,wewillgreatlyappreciateitifyougiveusafive-starfeedbackandleavepositiv