《跨境電商客戶關(guān)系管理》課件-售后客服的流程和方法 糾紛處理方法案例

糾紛處理方法案例《跨境電商客戶關(guān)系管理》情景描述任務(wù)導(dǎo)入案例分析總結(jié)目錄

Simon在亞馬遜上訂購(gòu)了一款“植物大戰(zhàn)僵尸”玩具套裝，在收貨之前查看物流時(shí)，發(fā)現(xiàn)賣(mài)家發(fā)的是另外一款玩具，于是對(duì)賣(mài)家提示“發(fā)錯(cuò)款式”的投訴。情景描述亞馬遜平臺(tái)反饋信息后，賣(mài)家應(yīng)該如何處理？（溝通過(guò)程中要語(yǔ)氣委婉，態(tài)度良好，顯示賣(mài)家良好的服務(wù)意識(shí)）任務(wù)導(dǎo)入案例分析一、平臺(tái)反饋給賣(mài)家的信件ReturnRequestedfororderxxxx發(fā)件人:xxx(亞馬遜平臺(tái))已發(fā)送:2018年12月18日星期二14:00收件人:xxx(客戶服務(wù)人員)訂單編號(hào):xxxxxDearxxx(客戶服務(wù)人員)，案例分析Dearxxx(客戶服務(wù)人員)，ThisemailisbeingsenttoyoubyAmazontonotifyandconfrmthatareturnauthorizationhasbeenrequestedfortheitem(s)listedbelow.PlasereviewthisrequetintheMiangeReturnstoolinyourselleraccount.UsingtheManageReturnstool,pleasetakeoneofthefollowingactionswithinthenextbusinessday.1.Authorizethecustomer'srequesttoreturntheitem.2.Closetherequest.3.Contacttheconsumerforadditionalinformation(throughManageReturnsortheBuyer-SellerCommunicationtool).案例分析xxx(客戶服務(wù)人員),theinformationbelowisconfirmationoftheitem(s)thatyouhaverequestedtoreturntoxx.Noadditionalactionisrequiredfromyouatthistime.OrderID:xxxItem:xxxQty:1Returnreason:Wrongitemwassent.Customercommet:Ohmygod!Mysoniswaitingforthe-Plansvs.Zombies"11plantsplus4newzombiessetfortheupcomingChristmas.Buryouareshipingthe10plantsplus2zombiessettome.Iwantmymoneyback.Requestreceived:December18,2018Sincerely,AmazonServices案例分析關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:xxx(客戶服務(wù)人員)已發(fā)送:2018年12月18日星期二21:38收件人:Simon訂單編號(hào):xxxxxDearSimon，二、賣(mài)家發(fā)給買(mǎi)家的郵件：案例分析DearSimon，Sorryforthetrouble.Hereishowwepossiblymakeupforyourloss.1.Noreturningtheitem,and1moreplantand4newzombiesforfree.2.Noreturningtheitem,andrefunding40%ofyourpayment.3.Returningtheitemandrefundingallyourpayment.Tellmeyoursatisfactorychoiceplease.Ifyoufindnone,pleasetelluswhatyoursuggestionis.Thanks.xxxRe:關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:Simon已發(fā)送:2018年12月19日星期三11:25收件人:xxx(客戶服務(wù)人員)訂單編號(hào):xxxxxDearxxx(客戶服務(wù)人員)，三、解決投訴：案例分析案例分析XXX(客戶服務(wù)人員)，wouldliketochoosethefirstsolution,sincethenewzombiesaremyson'sfavorite.Pleasesendtheplantandzombiestomeassoonaspossible.IdohopetoreceivethembeforeChristmas.Thankyouverymuch.Simon關(guān)于：ReturnRequestedfororderxxxx發(fā)件人:xxx(客戶服務(wù)人員)已發(fā)送:2018年12月19日星期三13:01收件人:Simon訂單編號(hào):xxxxxDearSimon，四、賣(mài)家根據(jù)協(xié)議補(bǔ)發(fā)產(chǎn)品：案例分析案例分析DearSimon,Wehavejustshipped1moreplantand4newzombiesasrequired.Hereistheshippingcode(XXxX-XxXXX-XxXxXx).Wewillkeepacloseeyeonthepackagewiththehopethatyoucouldreceiveitassoonaspossible.Thanksagainforyourkindunderstanding.MerryChristmasandHappyNewYear!XXX(客戶服務(wù)人員)總結(jié)處理流