《跨境電商客戶關系管理》課件-售前客服的意識和技巧 糾紛處理方法案例

糾紛處理方法案例《跨境電商客戶關系管理》情景描述案例分析目錄郵件示例總結

Lily在速賣通網站上購買了一雙女鞋，發(fā)現貨物還未收到是，產品已經降價，遂在速賣通平臺上進行投訴，希望問題得以解決。情景描述案例分析一、客戶投訴訂單號:XXXXXX(查看詳情)訂單金額:80.00USD訂單創(chuàng)建時間:April30.2018收件人:xxx(客戶服務人員)收貨地址:XXXXXX案例分析賣家打開“糾紛詳情”頁面的內容如下：訂單號:xxxxxx糾紛原因:產品降價訂單創(chuàng)建時間:April30.2018LILY2018-05-322:30:51MunirahThat'sunfair.CouldIcanceltheformerorderandplaceanotheroneatthediscountprice?案例分析LILY2018-05-320:11:47WANGJustasyousaid,therehasbeenapricechange.However,wehavenotchangedthepricerandomly.Customerscanget10%offatAliExpressfromMay1to3tocelebratetheInternationalLabour'sDay.YouplacedyourorderonApril30，rightbeforethediscountbecameailable.Weapologzefornoletingeyouknowimnediately.WANG2018-05-319:56:24LILYWefeelsosorryforyourinconvenience.Wewillverifythepricechangeasquicklyaspssible.Thankyouforyourpatence.案例分析LILY2018-05-423:26:37WANGNoproblem.Thanksalotforyourconideration.Wewillrefundyou8dllarsasquicklyaspossible.LILY

2018-05-422:21:43MunirahRefundingthemarkdownof8dollars?ItisOKifyourepayme8dollars.二、賣家客戶服務與溝通：案例分析WANG

2018-05-421:00:18

LILYThankyouverymuch.Wewillcompensateforyourlossbyrefundingthemarkdown.Whatdoyouthinkofthesolution?LILY2018-05-420:40:37MunirahIunderstandthatitcannotbecanceledsinceithasbeenshipped.Itisalsouselessplacinganotherorder.WANG

2018-05-420:17:58LILYWeareafraidthatyoucannotcanceltheformerorderrightnow,becauseithasbeenshipped.Itwillbegreatlyappreciatedifyoucouldunderstandus.Wewilltrytomakeupforyourloss.訂單號：xxx糾紛原因：產品有降價糾紛狀態(tài)：糾紛結果僅退款USD8.00（EUR6.89），由賣家出資三、解決投訴：案例分析郵件示例Dearmadam,Wefeelsosorrytohearthattheproducthasbeenmarkeddownsincevouplacedanorder.ItistruethatthepriceoftheproducthasbeenpulleddownafteryouplacedyourorderonApril30.Weapologizefornotlettingyouknowimmediately.However,wedidnotchangeitrandomly.Therealreasonisthatcustomerscanget10%offatAliExpressfromMay1to3tocelebratetheInternationalLabour'sDay.Butdonotworrytoomuch,please.Wepromisetocompensateforyourlossasquicklyaspossibleafterdiscussingwithyou.Ifthereisanythingwecandoforyou,feelfreetoletusknow,please.,Thankyouforyourpatience.Bestregards!Wang郵件示例Dearmadam,Wealsofeelregretfulthatyoucannotcanceltheformerordersinceithasbeenshipped.Inthiscase,itmaynotbeagoodideatoplaceanotherorder,weareafraid.Afterhavingadiscussionwithyou,wedecidetomakeupforyourlossbyrefundingthemarkdownof8dollars.Wewillfinishrepayingyouthemoneyaspromisedassoonaspossible.Thanksalotforyourunderstanding.Ifthereisanythingwecandoforyou,feelfreetoletusknow,please.Wearelookingforwardtoofferingproductsorservicetoyou.Bestregards!