《跨境电商客户关系管理》课件-售中客服业务范围 跨境物流跟踪沟通节点分析

跨境物流跟踪沟通节点分析《跨境电商客户关系管理》知识回顾货物丢失货物长时间在途更改快递方式确认收货超时依然未妥投物流信息未及时更新12345情景描述货运物流一切正常，客户虽然可以通过物流详情页面了解实时物流信息但是客服人员仍要在几个关键节点予以邮件提醒和沟通。任务导入知识点学习知识点学习01一旦货物抵达海关，卖家应立即通知客户关注物流动态，确保客户及时收货。Dearcustomer,Thisisxxx.Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitwashandedtocustomsonJan.19.Thetrackingnumber

isxxxxxx.Youcancheckitonthewebsite:xxx

.Youmaygetitinthenearfuture.Iapologizeforthefactthattheshippingisalittleslowerthanusual.Hopeitisnotabigtroublefor

you.Best

Regards!(Your

name)知识点学习示例邮件知识点学习02货物到达邮局之后，卖家要提醒客户关注配送信息。卖家要提醒客户注意不要错过投递信息，保持手机开机，同时可以提醒客户对本次交易留评。Dearcustomer,ThisisXXX.Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitisstilltransferredbySydneypostoffice.Tracking

numberisxxxxxx.Pleasecheckitonthewebsite:х

xx.Youwillgetitsoon.Pleasenotethatpackagedelivery.Hopeyoulovetheproductwhengettingit.Ifsopleasegivemeapositivefeedback.Thefeedbackisimportanttome.Thankyouverymuch.BestRegards!(Your

name)知识点学习示例邮件知识点学习03卖家可询问客户收到的货物状况如何，以便卖家及时帮助其解决问题。Dearcustomer,Iamverygladtoseethatyourorderhasbeendeliveredsuccessfully.Pleasemakesurethattheitemsyouorderedareingoodconditionandthenconfirmthe

delivery.Ifyouaresatisfiedwithourproductandservice,pleasegiveusafive-starfeedbackandsomepositivecomments.Wewillgreatlyappreciateit.Ifthereisanyproblemorquestion,pleasetellusdirectlyforanimmediatesolution.Pleasedonotsubmitarefundrequestbeforeaskingusforhelp.Wepromisetosolveyourproblemandansweryourquestionasquickly

aspossible.Best

Regards!(Your

name)知识点学习示例邮件知识点学习常用句型拓展：Iamsendingthismessagetoupdatethestatusofyourorder.TheinformationshowsitwashandedtocustomsonJan.

19.译文：

我要告诉您订单的最新进展情况。最新的信息显示，您的产品已经在1月19日入关。知识点学习译文：物流信息显示，您的货物还在由悉尼邮局配送中。常用句型拓展：TheinformationshowsitisstilltransferredbySydneypost

ofice.知识点学习译文：根据查询的信息，您已经收到了货物。常用句型拓展：Thetrackinginformationshowsthatyouhavereceivedyourorder.知识点学习常用句型拓展：Ifyouaresatisfiedwithyourpurchaseandourservice,wewillgreatlyappreciateitifyougiveusafive-starfeedbackandleavepositiv