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,售后评价的回复与处理,催促评价,跨境电子商务客户服务,售后评价的回复与处理催促评价跨境电子商务客户服务,知识回顾,当客户给予的跨境电商售后评价是好评时，客服应该,及时表示感谢,。,知识回顾当客户给予的跨境电商售后评价是好评时，客服应该及时表,情景描述,情景描述,情景描述,客服责任：,情景描述客服责任：,情景描述,没有评论,情景描述没有评论,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？,任务导入,当客户收到货物一周后，没有留下任何评论任务导入,任务操作,卖家的客户服务人员可以向客户发送邮件，询问她们,是否收到包裹,、对商品,是否满意,，表示如果客户不满意会,尽最大努力帮忙,等。同时我们要掌握良好的跨文化沟通能力。,任务操作卖家的客户服务人员可以向客户发送邮件，询问她们是否收,知识点讲解,催促评价,境电子商务涉及众多不同地区的客户，由于,地域的限制、个人习惯,的差异，客户,2-3,天内,给予售后评价是非常正常的。,3-5,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,是否收到包裹,、,对商品是否满意,，表示如果客户不满意会,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,。,客户收到商品、但没有留下评论,知识点讲解催促评价境电子商务涉及众多不同地区的客户，由于地域,知识点讲解,催促评价,Hi(customer name),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 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 would also love to know your honest opinion of the product.Please click here(,link to review site:XXX,)to leave a product review on Amazon.,Thank you very much!,Yours sincerely,(Your name),邮件例文,知识点讲解催促评价Hi(customer name),邮件,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？,任务巩固,根据给出的这篇示例，小组讨论卖家的客户服务人员,知识点讲解,催促评价,Hi(customer name),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 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 would also love to know your honest opinion of the product.Please click here(,link to review site:XXX,)to leave a product review on Amazon.,Thank you very much!,Yours sincerely,(Your name),邮件例文,知识点讲解催促评价Hi(customer name),邮件,知识点讲解,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,，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,，特别是将,店铺的链接,或者,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,。,催促评价,2.,客户收到上述邮件,10-15,天后仍没有给予评价,知识点讲解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,知识点讲解,Dear(customer name),Weve made a transaction already the other day and you purchased XX(pruduct name)from us.Weve greatly appreciated your favor and hope you are satisfied with us.The detailed information of our last transaction is as below:,Item Name,：,XXX,Itme Number,：,XXX,Total Deal Price,：,XXX,If you are now satisfied with using the item bought from us as well as our professional service to you,please click(,link to review sites:XX,)to leave us Positive Feedback.,邮件例文,催促评价,知识点讲解Dear(customer name),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以后仍然没有回复，这时售后客服应该怎么做呢？,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以,知识点讲解,Dear(customer name),Weve made a transaction already the other day and you purchased XX(pruduct name)from us.Weve greatly appreciated your favor and hope you are satisfied with us.The detailed information of our last transaction is as below:,Item Name,：,XXX,Itme Number,：,XXX,Total Deal Price,：,XXX,If you are now satisfied with using the item bought from us as well as our professional service to you,please click(,link to review sites:XX,)to leave us Positive Feedback.,邮件例文,催促评价,知识点讲解Dear(customer name),邮件例文,总结,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。,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。,总结一是客户收到商品，但没有留下评论；二是客户收到上述邮件十,感谢大家,感谢大家,
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