《跨境电商客户关系管理》课件-售中客服业务范围 常见问题

常见问题《跨境电商客户关系管理》情景描述知识点讲解目录情景描述李晓在操作敦煌网客户服务的过程中，碰到了不少问题，她总结了几个常见的问题，供项目成员参考。知识点讲解DearValuedCustomer,Goodday.Weappreciatedyourpurchasexxx(具体的产品)forthisorder.Wehavetheseitemsinstock.However,wenoticedyouthathaven‘tpaidyet.Thisisafriendlyremindertoyoutocompletethepayment.Theearlieryoupay,thesooneryouwillgettheitem.Ifyouhaveanyproblemstomakethepayment,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblems.Ifyoudonotneedit,justletitbeanditwillbeclosedafterit’sexpired.Lookingforwardtohearingfromyousoon.BestRegards,SellerID一、买家未付款催单技巧知识点讲解DearValuedCustomer,Thankyouforyourorder.Theitem(s)youorderediscurrentlyoutofstock.Itwillbeavailableon(具体时间).Wewouldliketoconfirmhowyouwouldliketoproceedwithyourorder:1.Waitfortheitem(s),wewillgiveyou$**ascompensation2.Selectanyotheritem(s)ofequalvaluetoyourorder3.Requestarefund.Pleaseletusknowwhichyouprefer.Whateveryouchoose,Iwillrespectyourchoice.Lookingforwardtohearingfromyousoon.Thankyou!BestRegards,SellerID二、买家下完单，但是缺货断货，可推荐其他产品或者同意退款，询问买家意见知识点讲解DearValuedCustomer,Regardingyourordernumber:xxx,wehaveshippedyouritem(s)via(DHL,EMS,E-packet)andthetrackingnumberisxxx.Pleasecheckthetrackinginformationhere:forupdates.Pleasenote,itwilltake2-5daysuntilthetrackinginformationcanbeviewedonline.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactus.Thankyou!BestRegards,SellerID三、卖家发货了，告知买家发货方式和查询网址知识点讲解DearValuedCustomer,Goodday.IamverysadtheitemsIshippedtoyouonXXXX(发货日期)hasbeenlostbytheshippingcarrier.(Enclosedtherelevantdocumentsforyourreference)Atthispoint,wewouldliketoofferyoutwosolutions:1.Resendyoutheitems2.IssuefullrefundtoyouPleaseletmeknowwhichyouprefer.WearesorryforanyinconveniencethismayhavecausedLookingforwardtohearingfromyousoon.BestRegards,SellerID四、货物被物流公司丢失，询问买家是否同意重新发货知识点讲解DearValuedCustomer,WehavereceivedyourdisputemessagethatXXXX（买家所反馈的具体问题）.Couldyoupleasesendusclearphotosand/orthelinkofvideo，sothatIcanresolveitassoonaspossible.Ifyoudon’tknowhowtouploadtheevidence