《跨境電商客戶關(guān)系管理》課件-售中客服業(yè)務(wù)范圍 常見問題

常見問題《跨境電商客戶關(guān)系管理》情景描述知識點講解目錄情景描述李曉在操作敦煌網(wǎng)客戶服務(wù)的過程中，碰到了不少問題，她總結(jié)了幾個常見的問題，供項目成員參考。知識點講解DearValuedCustomer,Goodday.Weappreciatedyourpurchasexxx(具體的產(chǎn)品)forthisorder.Wehavetheseitemsinstock.However,wenoticedyouthathaven‘tpaidyet.Thisisafriendlyremindertoyoutocompletethepayment.Theearlieryoupay,thesooneryouwillgettheitem.Ifyouhaveanyproblemstomakethepayment,pleaseletusknow.Wecanhelpyoutoresolvethepaymentproblems.Ifyoudonotneedit,justletitbeanditwillbeclosedafterit’sexpired.Lookingforwardtohearingfromyousoon.BestRegards,SellerID一、買家未付款催單技巧知識點講解DearValuedCustomer,Thankyouforyourorder.Theitem(s)youorderediscurrentlyoutofstock.Itwillbeavailableon(具體時間).Wewouldliketoconfirmhowyouwouldliketoproceedwithyourorder:1.Waitfortheitem(s),wewillgiveyou$**ascompensation2.Selectanyotheritem(s)ofequalvaluetoyourorder3.Requestarefund.Pleaseletusknowwhichyouprefer.Whateveryouchoose,Iwillrespectyourchoice.Lookingforwardtohearingfromyousoon.Thankyou!BestRegards,SellerID二、買家下完單，但是缺貨斷貨，可推薦其他產(chǎn)品或者同意退款，詢問買家意見知識點講解DearValuedCustomer,Regardingyourordernumber:xxx,wehaveshippedyouritem(s)via(DHL,EMS,E-packet)andthetrackingnumberisxxx.Pleasecheckthetrackinginformationhere:forupdates.Pleasenote,itwilltake2-5daysuntilthetrackinginformationcanbeviewedonline.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactus.Thankyou!BestRegards,SellerID三、賣家發(fā)貨了，告知買家發(fā)貨方式和查詢網(wǎng)址知識點講解DearValuedCustomer,Goodday.IamverysadtheitemsIshippedtoyouonXXXX(發(fā)貨日期)hasbeenlostbytheshippingcarrier.(Enclosedtherelevantdocumentsforyourreference)Atthispoint,wewouldliketoofferyoutwosolutions:1.Resendyoutheitems2.IssuefullrefundtoyouPleaseletmeknowwhichyouprefer.WearesorryforanyinconveniencethismayhavecausedLookingforwardtohearingfromyousoon.BestRegards,SellerID四、貨物被物流公司丟失，詢問買家是否同意重新發(fā)貨知識點講解DearValuedCustomer,WehavereceivedyourdisputemessagethatXXXX（買家所反饋的具體問題）.Couldyoupleasesendusclearphotosand/orthelinkofvideo，sothatIcanresolveitassoonaspossible.Ifyoudon’tknowhowtouploadtheevidence