《跨境電商客戶關(guān)系管理》課件-售中客服業(yè)務(wù)范圍 處理發(fā)貨前的特殊訂單

處理發(fā)貨前的特殊訂單-2《跨境電商客戶關(guān)系管理》情景描述知識(shí)回顧總結(jié)知識(shí)點(diǎn)學(xué)習(xí)目錄郵件示例當(dāng)客戶在同一訂單中訂購過多的貨物或者過重的貨物而不能享受包郵服務(wù)時(shí)，賣家應(yīng)該（C）盡快發(fā)貨，保證交易順利進(jìn)行果斷將訂單進(jìn)行拆分以達(dá)到免除郵費(fèi)的標(biāo)準(zhǔn)及時(shí)提醒客戶，建議客戶選用其他快遞方式，或者將訂單進(jìn)行拆分以達(dá)到包郵服務(wù)的標(biāo)準(zhǔn)暫不發(fā)貨，等待客戶來溝通知識(shí)回顧跨境電子商務(wù)發(fā)貨期間，會(huì)遇到向不同國家發(fā)貨的情況，而各國的環(huán)境有所不同，海關(guān)政策也有差異。發(fā)貨前會(huì)有客戶咨詢物流問題，需要售中客服人員予以解答。情景描述知識(shí)點(diǎn)學(xué)習(xí)⑤直航貨機(jī)無法抵達(dá)④ 發(fā)貨困難③海關(guān)稅收問題②包郵問題①合并支付與價(jià)格優(yōu)惠知識(shí)點(diǎn)學(xué)習(xí)知識(shí)點(diǎn)學(xué)習(xí)知識(shí)點(diǎn)學(xué)習(xí)Dear

customer,Wearegladtohelpyouwithyourconcernsaboutthe

customsissue.Wedounderstandthatyoufearpossibleextrafeeswouldbechargedforyourorderbythecustoms.However,wedonotthinkthatyouneedtoworrytoomuchaboutthe

issue.Infact,mostcustomsdonotchargebuyersextrafeesforitemsofsimilarsizesorprices.However,tobehonest,insomefewcases,buyersaresupposedtopayimporttaxesorextrafeesinspiteofsmallsizesorlowprices.Therefore,wesuggestthatyouconsultthelocalcustomsofficeaboutthespecific

regulations.Ifyouareconfrontedwithanyotherquestions,pleasedonothesitatetocontactus.Wearealwaysreadytohelp

you.Best

Regards(Your

name)郵件示例郵件示例Dear

customer,ThanksforyourinquiryandIamhappytocontact

you.Iunderstandthatyouareworriedaboutanypossibleextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.First,inmostcountries,itdidnotinvolveanyextraexpenseonthebuyersideforsimilarsmallorlow-cost

items.Second,insomeindividualcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmall.Astospecificrates,pleaseconsultyourlocalcustoms

office.Best

Regards(Your

name)郵件示例郵件示例知識(shí)點(diǎn)學(xué)習(xí)知識(shí)點(diǎn)學(xué)習(xí)Dear

customer,Iamsorrytoinformyouthatourstoreisnotabletoprovideshippingservicetoyourcountry.However,ifyouplantoshipyourorderstoothercountries,

pleaseletusknow.Hopewecanaccommodatefutureorders.Iappreciateforyourunderstanding.Best

Regards(Your

name)郵件示例郵件示例Dear

customer,Wearesorrytonoticethattheshipmentserviceisnotavailableinyourcountry1regionatthe

moment.Butifyouagreetoshipyourordertosomeotherneighboringcountriesorregions,wewillalsobegladtoofferyouourproductsandservice.Itwillbegreatlyappreciatedifyoucouldunderstandus