《跨境电商客户关系管理》课件-售前客服的意识和技巧 纠纷处理方法案例

纠纷处理方法案例《跨境电商客户关系管理》情景描述案例分析目录邮件示例总结

Lily在速卖通网站上购买了一双女鞋，发现货物还未收到是，产品已经降价，遂在速卖通平台上进行投诉，希望问题得以解决。情景描述案例分析一、客户投诉订单号:XXXXXX(查看详情)订单金额:80.00USD订单创建时间:April30.2018收件人:xxx(客户服务人员)收货地址:XXXXXX案例分析卖家打开“纠纷详情”页面的内容如下：订单号:xxxxxx纠纷原因:产品降价订单创建时间: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、卖家客户服务与沟通：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.订单号：xxx纠纷原因：产品有降价纠纷状态：纠纷结果仅退款USD8.00（EUR6.89），由卖家出资三、解决投诉：案例分析邮件示例Dearmadam,Wefeelsosorrytohearthattheproducthasbeenmarkeddownsincevouplacedanorder.ItistruethatthepriceoftheproducthasbeenpulleddownafteryouplacedyourorderonApril30.Weapologizefornotlettingyouknowimmediately.However,wedidnotchangeitrandomly.Therealreasonisthatcustomerscanget10%offatAliExpressfromMay1to3tocelebratetheInternationalLabour'sDay.Butdonotworrytoomuch,please.Wepromisetocompensateforyourlossasquicklyaspossibleafterdiscussingwithyou.Ifthereisanythingwecandoforyou,feelfreetoletusknow,please.,Thankyouforyourpatience.Bestregards!Wang邮件示例Dearmadam,Wealsofeelregretfulthatyoucannotcanceltheformerordersinceithasbeenshipped.Inthiscase,itmaynotbeagoodideatoplaceanotherorder,weareafraid.Afterhavingadiscussionwithyou,wedecidetomakeupforyourlossbyrefundingthemarkdownof8dollars.Wewillfinishrepayingyouthemoneyaspromisedassoonaspossible.Thanksalotforyourunderstanding.Ifthereisanythingwecandoforyou,feelfreetoletusknow,please.Wearelookingforwardtoofferingproductsorservicetoyou.Bestregards!