為防止提起糾紛，客服人員會(huì)在客戶付款后針對(duì)各類問題力求給客戶提供滿意的方案。

盡管客服人員做出了各種努力，但有時(shí)客戶仍會(huì)把投訴升級(jí)為平臺(tái)糾紛。

遇到這種情況，客服人員應(yīng)堅(jiān)持以客戶為中心的原則，運(yùn)用有效的溝通技巧，與客戶進(jìn)行聯(lián)系，盡可能提供解決方案，希望客戶能撤銷糾紛。

具體可以參考下列范文。

范文Dear XXX,We found that you already applied a case to AliExpress. We just want to tell you that we will still try our best to help you solve the problem together with AliExpress.Here is our better solution. Hopefully it can match your requirement.Best regards!若與客戶溝通后，他/她仍不愿意撤銷糾紛，在平臺(tái)給予裁決后，客服人員也要繼續(xù)與客戶聯(lián)系。

下列范文可供參考。

范文We would like to inform you that AliExpress provide two solutions against your claim.(1)Return for full refund (Buyers bear the return shipping fees).(2)Refund amount: $ x X X (without returning goods).please let us know which solution you prefer ASAP so that we can proceed your claim. Thank you!Best wish.若平臺(tái)對(duì)糾紛已經(jīng)裁決，讓賣家退貨退款，那么客服人員應(yīng)再次告訴客戶退貨地址，并表達(dá)希望后續(xù)繼續(xù)交易的期望。

下列范文可供參考。