《跨境电商客户关系管理》课件-售中订单的控制与处理 处理漏发、错发类特殊订单

处理漏发、错发类特殊订单《跨境电商客户关系管理》情景描述任务导入知识点学习知识巩固课堂总结目录邮件示例

李晓应客户订单要求完成发货，物流发出之后，发现漏发了一件货物。李晓请教售中客服人员，寻求合理有效的解决方案。情景描述商家如果发现漏发货物，需要主动与买家沟通还是等待买家收货后找商家？任务导入

情景一：在跨境电子商务中，卖家有时会出现漏发货物，或者发货后发现发错货物的情况。遇到这种情况时，应由客服人员主动发起沟通，争取尽快解决问题。知识点学习一、情境解读：注意：提高责任意识，对工作负责，对订单负责。知识点学习二、应对策略：1.主动与客户进行沟通，表达歉意，请求客户的谅解。2.向客户承诺补货或者换货，如果是换货，要主动承担寄回费用。3.补货可以随货物赠送小礼物，或者提供优惠券或折扣，以提高用户体验。Dearsir/madam,Weapologizeforhavingsentyouawrongpackage,andpromiseimmediatelytomakeupforit.Firstly,wewillsendyoutherightpackageassoonaspossible.Secondly,wewillsendyouanxx%offdiscountcoupon,whichyoucanusewheneveryouwantinourstore.Couldyoupleasehelptosendthewrongpackagebackafterreceivingit?Weareresponsiblefortheshippingpayment.Whatdoyouthinkofthesolution?Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforthepossibleinconvenience.Yourkindunderstandingwillbegreatlyappreciated.邮件示例一发错货物要求寄回问题Dearsir/madam,Itisapitytotellyouthatmycollaugesendyouthewrongbag.CouldIsendyouagainorwegiveyou$*****discount.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.Sosorryforallyourinconvenience.Yourunderstandingishighlyappreciated.Thankyouverymuch.Bestregards!(Yourname)邮件示例二发错货物不需要寄回问题Dearsir/madam,Weapologizeforhavingleftouttheitemxxx,andpromisetosenditassoonaspossible.Inordertomakeupforyourinconvenience,wewillsendwiththepackageanewproductrecentlydesignedbyusandgoodforyourneckhealth.Pleaseletusknowbeforeyousubmitarefundrequest.Wecanfurtherdiscussasatisfactorysolutionwithyou.Ifthereisanythingwecandoforyou,donothesitatetocontactus.Pleaseforgiveusforyourinconvenience.Yourkindunderstandingwillbegreatlyappreciated.

邮件示例三漏发货物问题1.Weapologizefortheinconveniencecausedandappreciateyourkindunderstanding.很抱歉给您造成的不便，感谢您的理解。2.IguaranteethatIwillgiveyoumorediscountstomakethisupnexttimeforyournextpurchase.我保证您下次购买产品时会给予您更多的折扣以弥补此次损失。

邮件示例四