中小企业对外贸易谈判 课件 M2-5-Task Five After-sale Customer Service

中小企业对外贸易谈判

ForeignTradeNegotiationofSmall-Medium-SizedEnterprises项目二跨境电子贸易

ModuleTwoCross-BorderElectronicCommerceTrade

TaskFiveAfter-SaleCustomerService知识目标学习跨境电子商务中售后客户服务内容；学习跨境电子商务中售后客户服务艺术；学习相关商务沟通书面英文表达方式；能力目标能够准备售后客户服务材料；能够顺利开展售后客户服务活动；能够处理售后客户服务往来信函；思想政治教育目标了解人类命运共同体内涵与意义；能应用人类命运共同体原理解决实际问题；TaskDescriptions

杭州红粉服饰有限公司跨境电子商务部运营专员Lily处理各大跨境电商平台买家售后反馈问题等事宜。SectionATypicalSamplesSampleI

Lily查看Amazon后台买家与卖家消息服务（Buyer-SellerMessagingServiceonAmazon）买家发来的关于商品质量问题要求换货的信函。买家消息留言内容如下：

Messageboard:IamunhappywiththequalityofthedressonDecember15andIamwritingtoseekareplacement.

Theleftsleeveportwasopen.InoticedthisproblemassoonasIunpackeditfromthebox.

Thedressisnotofacceptablequalityanddoesnotmatchthesampledressdescribedinthestore.Iwouldlikeyoutoreplaceitwithoneofthesamequalityandfinishasthesampleandarrangeforreturnofthefaultydressatnocost.

Iwouldliketohavethisproblemfixedquicklyplease.IfIdonothearfromyouwithin24hours,IwilllodgeaformalcomplaintwithAmazonConsumerService.

Yourssincerely,Rubby

SampleII

Lily根据买家要求，重新给买家发货。下面是Lily给买家的回信。RespectedSir,Thisletteriswithreferencetoyourcomplaintnumber2378regardingthedressyouhadpurchasedonlinefromusonDecember15.Weareextremelysorrythatthearticlesyouhadrequestedwerechangedwhenyouhadgotthemdeliveredatyourend.Weunderstandhowmuchthishadbeenupsettingforyou.Youhadwaitedforaperiodof14to15daysfordeliveryandthedayofdeliverythewrongarticleswerehandedovertoyoubyus.Wesincerelyapologizetoyoufornotdeliveringyoutherightshirts.Wehavealreadydecidedonthenextdeliveryatyourplaceandthistimeyouwillnothavetopayforthedeliverychargestakenbyus.Therequesteddresshasbeenpackedforshipmentatyourplaceandyouwillsoongetanemailfromourteamthattomorrowthedresswillbedeliveredtoyou.Weareverysorryfortheinconveniencecausedtoyoubyus.Wehopethatyouwillkeeppurchasingfromus.

YoursSincerely,LilySampleIIILily在阿里国际站平台处理了买家的退款要求后，又写了封道歉信给买家根据买家要求退款，下面是Lily给买家的回信。DearJohn,Thanksforreachingout.SatisfyingourcustomersisveryimportanttousandI’msorryourdressdidn’tmeetyourexpectations.Ifullyrespectyourdecisionandcanonlyapologizeforanyproblemsyourbusinessexperienced.

We’veprocessedyourrefund,andyoushouldexpecttoseetheamountcreditedtoyouraccountinabout3to5businessdays.

Ifyouhaveanyotherquestionsorconcerns,justreplytothisemail,I’llbeheretohelpyouinanywayIcan.

Best,PinklifeTeamSampleIVFeedback（CustomerFeedback）买家评价是买家在发生真实购买记录之后留下的对卖家服务水平、物流时效和产品信息等信息的评论。买家的评价内容会影响后续买家购买行为，下面是Lily给买家发的邀请留评信。DearShelly,Youhavemadearecentpurchasewithus,andwethankyouforit.Yourfeedbackonthepurchasemeansalottous,andwereallywouldliketoimproveyourshoppingexperienceateverychanceweget.Pleasespareafewminutesofyourtimetohelpusgrow.Regards，PinklifeTeam

SampleV

公司针对购满50件的老客户开展促销活动，下面是Lily给买家的促销信。DearJohn,Congratulations!!Youhavecompleted50productpurchasesfromus,andweareevergratefulforyoursupportandtrustinus.Tomakeyour50thpurchaseaspecialone,wewouldliketoofferyouaflat50%offonspecificproductsduringyournextshopping.Wearegoingtomakeyoureverypurchaseaspecialone,thankyouforbeingwithusandhelpingusgrow.

Pleaseusethisoffercouponforyournextpurchase.Itisspeciallydesignedforyou.

RegardsPinklifeTeamSectionBTypicalExpressions1.Igotthepackage,buttheitemisinadifferentcolor.包裹收到了，但产品颜色不对。2.Iamdisappointedwiththeitem.I’llreturnitbecausenothingislikethepicture.我对商品很失望，要求退货。产品与图片内容完全不符。3.Ourcustomersarecomplainingabouttheslownessofthedelivery.我们的客户都在投诉货运很慢的问题。4.Thedressismuchsmallerinsizethanexpected.It’saterribledress.衣服尺码比预想的要小得多，真是件糟糕的衣服。5.Theskirtarrivedpromptly,butthematerialisthinandstartingtofadeaftertwowashes.I’mveryunhappywiththeproducts.裙子很快就到了，但是面料很薄，洗两次就褪色了。我对产品很不满意。6.WemadeamistakeabouttheSKUnumberandsentyouthewronggoods.我们把货号弄错了，因此发错了物品。7.We’dliketoexpressourappreciationforgivingusanopportunitytomakeituptoyou.谢谢您给我们弥补过失的机会。8.Pleasetakealookatsomeotherproducts.Weagreetosendareplacement.请看看其他产品。我们同意发一个替换产品。9.We’lltryourbesttomakeupforthelossinaccordancewithyourrequest.我们将竭尽全力按您的要求弥补损失。10.Wehopethatthisunfortunateincidentwillnotaffecttherelationshipbetweenus.我们希望这一不幸事件影响到我们双方之间的关系。SectionCComposition-TranslationPartIIntegratingtheChinesefollowingbasicinformationintoEnglish.

您好，

得知发出的裙子破子我们很抱歉。给您带来不便，我深表歉意。根据您的要求，立马给您重新安排发货。发生这种事情真不是我们本意。希望这件事情不会影响您再次体验我们的新品。

我已经按您的要求退还您的这个包裹的全部费用，包括运费在内共计10美元。退款将在2-3个工作日打入您的信用卡。您在后台随时可以查看账户退款的状态。

为客户提供方便、高效服务是我们一直追求的目标。出现这种事情，我们真的没想到。希望您能再给我们一次机会，为弥补给您带来的伤害，我们将在您下一次购物的总价中给您8折优惠。优惠券已发附件，请收好。

谢谢！PartIIIntegratingtheEnglishfollowingbasicinformationintoChinese.ComplaintLetterToAmazonAboutAnItemDeliveredToTheWrongAddressDearsirs，Iamwritingthislettertoletyouknowaboutmycomplaintthat,IhavebeenverydisappointedwithyourpoorserviceofdeliveringmyitemstothewrongaddressonthedayofApril1.IorderedapackageofdressesonthedayofMarch27whichwasexpectedtobedeliveredatmyhomeaddress.

AsthedeliverydatewasMarch28,Iwaseagerlywaitingtoreceivetheitem.Unfortunately,afterthreedaysIhadreceivedthenewsthatithadbeendeliveredtothewrongaddress,thoughyouremployeeshadalreadyconfirmedmyaddressviaphonecall.ThoughItriedtocontactwithyourcustomercareservicemanytimeswithoutanydelayforaproperdelivery,buttheywereunabletohelp