在跨境電商運(yùn)營中,我們不免會(huì)遇到各式各樣的客戶投訴。

好的服務(wù)可以培養(yǎng)Customer Loyalty,今天小編就分享一些自己在工作中總結(jié)出來的投訴郵件回復(fù)模板,適用于各種場合,趕快收藏吧。

一、客人投訴收到的貨品是破損的但沒有提供可以證明的照片當(dāng)出現(xiàn)這種情況時(shí),首先,我們需要站在買家角度給予同情和體諒,為買家在本店差強(qiáng)人意的購物體驗(yàn)而道歉。

其次,我們需要站在公司角度,請求買家補(bǔ)充材料以進(jìn)行后續(xù)售后處理。

萬能模板如下：Hi XXX (客戶名),Thanks for your email and sorry for the late reply.We are sorry for the bad shopping experience that we provided you, and we would like to help you with it, however, we need some additional information for this case.Could you please send us some pictures of the damaged items/parts you mentioned? We need the evidence first to help you process a replacement or a refund request.Hope you can understand and look forward to your prompt reply.Best Regards,XXX (你的名字)二、客人沒寫具體原因就申請退貨這種情況值得深入思考,排除部分買家的道德問題,導(dǎo)致絕大多數(shù)買家退貨都一定是有特殊原因的,這個(gè)時(shí)候你就需要去追問,并尋求方法為客戶提供解決方案。

萬能模板如下：Hi XXX (客戶名),Thanks for contacting us and sorry for keeping you waiting.We are so sorry to receive your return request, could you kindly provide more details why you need to return the items? We would certainly like to help you solve the problems before the return.Look forward to your reply.Best Regards,XXX (你的名字)三、客人投訴收到的貨品有零部件缺失客戶發(fā)起投訴并上傳圖片,然而圖片顯示不清時(shí),需要與客戶確認(rèn)具體缺失零件,以安排補(bǔ)發(fā)或賠償。

萬能模板如下：Hi XXX (客戶名),Thanks for contacting us and sorry for keeping you waiting.Could you kindly please highlight the missing parts on the attached manual? Sorry for the inconvenience, but we need to know the exact part so that we can send you the right replacement parts as soon as possible.Thanks for your assistance and look forward to your reply.Best Regards,XXX (你的名字)四、回應(yīng)客人的贊賞客套話也要認(rèn)真回復(fù),這是贏得忠誠客戶最有效的方法。