跨境电子商务客户服务：售后评价的回复与处理-催促评价课件.pptx

1、售后评价的回复与处理催促评价知识回顾当客户给予的跨境电商售后评价是好评时，当客户给予的跨境电商售后评价是好评时，客服应该客服应该及时表示感谢及时表示感谢。情景描述情景描述客服责任：客服责任：情景描述没没有有评评论论 当客户收到货物一周后，没有留下任何评论当客户收到货物一周后，没有留下任何评论 面对这个情况，售后客服应该怎么做呢？面对这个情况，售后客服应该怎么做呢？任务导入任务操作知识点讲解境电子商务涉及众多不同地区的客户，由于地域的限地域的限制、个人习惯制、个人习惯的差异，客户2-32-3天内天内给予售后评价是非常正常的。3-53-5天内天内没有留下评论，那么客服可以向客户发送邮件，询问他们是

2、否收到包裹是否收到包裹、对商品是否对商品是否满意满意，表示如果客户不满意会尽最大努力帮忙尽最大努力帮忙等。邮件末尾，可以把希望客户尽快评价的请求“伪装”在邮件中，并表示感谢并表示感谢。1.1.客户收到商品、但没有留下评论客户收到商品、但没有留下评论知识点讲解Hi(customer name),Hi(customer name),Could you teel me if XX(product name)has been successfully Could you teel me if XX(product name)has been successfully delivered to you?

3、If you have got it,we sincerely hope you will like it delivered to you?If you have got it,we sincerely hope you will like it and be satisfied with our service.If you have not got it or have any and be satisfied with our service.If you have not got it or have any problem at all,dont hesitate to conta

4、ct us so we can help you out.We problem at all,dont hesitate to contact us so we can help you out.We would also love to know your honest opinion of the product.Please click would also love to know your honest opinion of the product.Please click here(here(link to review site:XXXlink to review site:XX

5、X)to leave a product review on Amazon.)to leave a product review on Amazon.Thank you very much!Thank you very much!Yours sincerely,Yours sincerely,(Your name)(Your name)邮件例文 根据给出的这篇示例，小组讨论卖家的客户服务人员根据给出的这篇示例，小组讨论卖家的客户服务人员是如何和客户沟通的呢？是如何和客户沟通的呢？任务巩固知识点讲解Hi(customer name),Hi(customer name),Could you tee

6、l me if XX(product name)has been successfully Could you teel me if XX(product name)has been successfully delivered to you?If you have got it,we sincerely hope you will like it delivered to you?If you have got it,we sincerely hope you will like it and be satisfied with our service.If you have not got

7、 it or have any and be satisfied with our service.If you have not got it or have any problem at all,dont hesitate to contact us so we can help you out.We problem at all,dont hesitate to contact us so we can help you out.We would also love to know your honest opinion of the product.Please click would

8、 also love to know your honest opinion of the product.Please click here(here(link to review site:XXXlink to review site:XXX)to leave a product review on Amazon.)to leave a product review on Amazon.Thank you very much!Thank you very much!Yours sincerely,Yours sincerely,(Your name)(Your name)邮件例文知识点讲解

9、在跨境电子商务客户服务人员发出上述邮件提醒客户评论后10-15天天，如果客户仍对评价一事置之不理，卖家也不用心急，可以再发一封邮件进行催促再发一封邮件进行催促，特别是将店铺的链接店铺的链接或者商品名称商品名称列出来以明确提醒客户，具体沟通可参考课本上的沟通模版参考课本上的沟通模版。2.客户收到上述邮件客户收到上述邮件10-15天后仍没有给予评价天后仍没有给予评价知识点讲解Dear(customer name),Dear(customer name),Weve made a transaction already the other day and you Weve made a transac

10、tion already the other day and you purchased XX(pruduct name)from us.Weve greatly appreciated your purchased XX(pruduct name)from us.Weve greatly appreciated your favor and hope you are satisfied with us.The detailed information of favor and hope you are satisfied with us.The detailed information of

11、 our last transaction is as below:our last transaction is as below:Item Name Item Name：XXXXXX Itme Number Itme Number：XXX XXX Total Deal Price Total Deal Price：XXXXXX If you are now satisfied with using the item bought from us as If you are now satisfied with using the item bought from us as well as

12、 our professional service to you,please click(well as our professional service to you,please click(link to review link to review sites:XXsites:XX)to leave us Positive Feedback.)to leave us Positive Feedback.邮件例文任务巩固根据这篇给出的示例，总结归纳在客户收到邮件多于十天根据这篇给出的示例，总结归纳在客户收到邮件多于十天以后仍然没有回复，这时售后客服应该怎么做呢？以后仍然没有回复，这时售后

13、客服应该怎么做呢？知识点讲解Dear(customer name),Dear(customer name),Weve made a transaction already the other day and you Weve made a transaction already the other day and you purchased XX(pruduct name)from us.Weve greatly appreciated your purchased XX(pruduct name)from us.Weve greatly appreciated your favor and

14、hope you are satisfied with us.The detailed information of favor and hope you are satisfied with us.The detailed information of our last transaction is as below:our last transaction is as below:Item Name Item Name：XXXXXX Itme Number Itme Number：XXX XXX Total Deal Price Total Deal Price：XXXXXX If you

15、 are now satisfied with using the item bought from us as If you are now satisfied with using the item bought from us as well as our professional service to you,please click(well as our professional service to you,please click(link to review link to review sites:XXsites:XX)to leave us Positive Feedback.)to leave us Positive Feedback.邮件例文总结一是客户收到商品，但没有留下评论；一是客户收到商品，但没有留下评论；二是客户收到上述邮件十天以上仍然没有给予评价。二是客户收到上述邮件十天以上仍然没有给予评价。在寻求客户评价方面，发送催促邮件是最主要的方式，具体分为两种情况。