《跨境电商客服》13 处理投诉

Task2处理投诉SettlingComplaints1投诉处理步骤Partone处理投诉1234倾听判断投诉是否成立分析客户心理解决方案5归档处理投诉1倾听Avoidarguing-避免激化矛盾

Keeplistening-

提供发泄空间

ExpressunderstadingIagreewithyou.Iunderstandyouranger.Thankyouforyourreminding.IfIwereyou,Iwouldfeelthesame.处理投诉2判断投诉是否成立假真我方过失客户过失第三方过失恶意投诉处理投诉3分析客户心理处理投诉3分析客户心理理性需求感性需求心理需求用钱解决退款优惠返现……沟通内容：解决方案、落实时间、进展用语言解决道歉赞同赞美倾听……处理投诉4解决方案

1我方过失Caution!迅速承认卖方过失=不严谨、不专业第三方承担错误-符合当地国情的不可抗力

（物流粗暴、海关查验，封港绕行…）Althoughwecheckedeverythingbeforesending，itisstillpossibledamagedbycrashontheway，youknowsometimesthepostmenthrowparcelsfromtruck.处理投诉4解决方案

1我方过失2.承担解决问题的角色-即使错误不在我，我也愿意为您服务However，Istillliketohelpyousolvethisproblem.Ifyouaccept，wewillresendyouanewoneforfree.第三方承担错误处理投诉4解决方案

1我方过失2.承担解决问题的角色第三方承担错3.承认我方责任经调查……我方责任……非常抱歉…….我方愿提供补偿……处理投诉4解决方案

2客户过失原因：看不懂英文说明图片展示导致误解处理投诉4解决方案2客户过失Couldyoutellmehowdidyoutakephotoswithit,please?Bysuchabrokenmachine,howtotakephotos?!!I’mnotidiot.Iknowhowtouseacamera!I’mawfullysorryforanyinconveniencecaused.Itdoesn’tworkatall!!Iunderstandyouranger.Let’strytosolvethisproblem.Isthereanyprobleminsettingortakingphotos?处理投诉4解决方案3恶意投诉提供证据拖延时间Werestassurethatyourproblemwillbesolved.Wewillinvestigatecarefullywhenourdirectorcomesback.04/04/201602:04:00PM,INDIA,MUMBAIFOREIGNPOSTOFFICE,Recorditemcustomsinformation（Inb），Retentionreason：Hight-valuegoods-OfficialCustomsdeclarationrequired处理投诉5归档投诉类型投诉原因解决方案客户信息……产品物流关税……中等规模跨境电商店铺每天50个投诉2文字技巧Parttwo“Ifyouhavenotreceivedyourparcelin25days，andyoudonotwanttowaitanylonger，pleasecontactus.WewillREFUNDyourmoneyandCANCELthedelivery.”“Ifyouhavenotreceivedyourparcelin25days

，andyoudonotwanttowaitanylonger，pleasecontactus.Wewillrefundyourmoneyan