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

處理發(fā)貨前的特殊訂單-2《跨境電商客戶關系管理》情景描述知識回顧總結知識點學習目錄郵件示例當客戶在同一訂單中訂購過多的貨物或者過重的貨物而不能享受包郵服務時，賣家應該（C）盡快發(fā)貨，保證交易順利進行果斷將訂單進行拆分以達到免除郵費的標準及時提醒客戶，建議客戶選用其他快遞方式，或者將訂單進行拆分以達到包郵服務的標準暫不發(fā)貨，等待客戶來溝通知識回顧跨境電子商務發(fā)貨期間，會遇到向不同國家發(fā)貨的情況，而各國的環(huán)境有所不同，海關政策也有差異。發(fā)貨前會有客戶咨詢物流問題，需要售中客服人員予以解答。情景描述知識點學習⑤直航貨機無法抵達④ 發(fā)貨困難③海關稅收問題②包郵問題①合并支付與價格優(yōu)惠知識點學習知識點學習知識點學習Dear

customer,Wearegladtohelpyouwithyourconcernsaboutthe

customsissue.Wedounderstandthatyoufearpossibleextrafeeswouldbechargedforyourorderbythecustoms.However,wedonotthinkthatyouneedtoworrytoomuchaboutthe

issue.Infact,mostcustomsdonotchargebuyersextrafeesforitemsofsimilarsizesorprices.However,tobehonest,insomefewcases,buyersaresupposedtopayimporttaxesorextrafeesinspiteofsmallsizesorlowprices.Therefore,wesuggestthatyouconsultthelocalcustomsofficeaboutthespecific

regulations.Ifyouareconfrontedwithanyotherquestions,pleasedonothesitatetocontactus.Wearealwaysreadytohelp

you.Best

Regards(Your

name)郵件示例郵件示例Dear

customer,ThanksforyourinquiryandIamhappytocontact

you.Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.First,inmostcountries,itdidnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-cost

items.Second,insomeindividualcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustoms

office.Best

Regards(Your

name)郵件示例郵件示例知識點學習知識點學習Dear

customer,Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourorderstoothercountries,

pleaseletusknow.Hopewecanaccommodatefutureorders.Iappreciateforyourunderstanding.Best

Regards(Your

name)郵件示例郵件示例Dear

customer,Wearesorrytonoticethattheshipmentserviceisnotavailableinyourcountry1regionatthe

moment.Butifyouagreetoshipyourordertosomeotherneighboringcountriesorregions,wewillalsobegladtoofferyouourproductsandservice.Itwillbegreatlyappreciatedifyoucouldunderstandus