外贸企业售后投诉英文交流策略

欧美日市场已经远去,面对一代一路市场的僧多肉少,外贸企业在处理售后投诉上马马虎虎,或者心术不正,那么很可能丢掉客户,被市场无情地淘汰出局,外贸企业要引以为戒,拿出店小二的服务态度,让每个消费者上帝感觉贵宾般的满意。一、货物滞留在海关一旦通过物流跟踪信息发现货物滞留海关,卖家可以从承运公司或当地海关取得货物滞留的原因信息,然后采取相应措施。货物滞留海关有时是正常的检查,延误了派送时间;有时需要买家提供相关材料清关;如果买家一直不清关,卖家应尽快联系物流开具查单或联系货运开具扣关证明,并时时关注物流信息,与买家保持沟通,安抚买家,防止买家在平台修改为未收到货,然后以未收到货的理由提起纠纷。卖家要积极联系买家,让买家及时告知收货情况。“we have checked the tracking information and found your package has now arrived at your country’S XXX customs.Please let us know as soon as your order arrives at your delivery address.If your package experiences any delays at customs,please contact them to resolve any problems.If you have any questions or problems,please contact us directly for assistance.”(通过查询物流信息,我们发现您的订货已经到达贵国的XXX海关。如果收到货请及时告知我们;如果货物长时间滞留,请联系海关解决问题;如果需要我方的协助请直接联系我们。)在这份邮件中,卖家首先告知买家货物已到买家所在国家的某海关,收到货物了也请及时告知;需要清关请及时去办理,并表达了积极配合的意愿。沟通信息的全面性在这个环节至关重要,不能认为货到买家海关了,就该买家负责了而疏于与买家的沟通。二、客户收到货物后出现投诉客户收到货物后出现投诉的情况时有发生,主要问题集中在产品破损、与描述不符、短装、物流时间太长等方面。以客户投诉产品破损为例,如果买家在收到货物后以商品破损向平台提起纠纷,而卖家没有及时关注与回应,阿里速卖通将会根据买家提供的有效证据,告知买卖双方一个合理的退款范围,如买卖双方达成协议,速卖通将会按照买卖双方达成协议来处理。如果买卖双方无法达成退货退全款的协议,速卖通将会按部分退款来处理纠纷。为避免客户投诉上升到平台纠纷,在收到客户投诉信或留言时,卖家要重视态度与沟通技巧。例如:“I am very sorry to hear about your complaint about the damage to your ordered product. As you know,your order and the package have been carefully checked to make sure everything was in good condition as shown by the pictures sent to you before shipping i t but.I suppose that the damage might have happened during the transportation.But I’m still very sorry for the inconvenience that has brought to you.I guarantee that I will check and solve the problem or give you more discounts to make this up next time you buy from us.Hopefully this is acceptable to you.”(看到您投诉产品损坏,我深感遗憾。如您所知所见,发货时产品和包装都经过了仔细检查,完好无损。我想产品可能是在运输过程中受损的,尽管如此,我仍为此带给您的不便向您道歉。我承诺查明问题所在并解决问题,或者在您下次购买时给予您更多的优惠,希望您能接受。)外贸企业及时回复客户的投诉,首先表示歉意,并强调货物发出时经过了仔细检查;然后表态将配合查明并解决问题,取得客户理解,卖家还根据具体情况作出了可以兑现的承诺。三、买家签收后评价在跨境电商平台,卖家所得到的信用评价积分决定了卖家店铺的信用等级标志。买家签收后,有时候可能由于工作忙,或是别的原因忘记了到平台进行确认评价。卖家需要跟客户再次主动沟通,希望买家对产品和服务做出积极正面的评价。如果收到买家"negative”负面的评价,卖家应及时联系买家,了解买家不满意的原因,共同寻找解决或改善问题的办法。。“I am sorry to see that you left a negative feedback on your recent purchase from us. I am wondering if you can tell me the exact reason or reasons for your unsatisfaction so that we can solve the problem and improve our services.Please be assured that everyone in my shop will strive to ensure customers’ ultimate satisfaction.”(很遗憾,在我店的购买让您留下不满意的印象。您能否告知不满意的具体原因,以便我们解决问题并改善服务。请相信我店每一个人都会尽一切努力使客户满意。)一般情况下买家都会告知原因,卖家根据具体情况及时提出解决方案,重要的是让客户有所选择,达到最终让客户满意的效果。客户感受到了卖家的诚意,问题得到解决,一般都会主动删除或修改有负面影响的评价。收到买家的正面评价,大多数卖家通常是不再回复的。但根据跨境电商成功人士的经验,在收到买家的正面评价后,如果再发一封真情实感的感谢信,将大大加深客户对卖家店铺的印象和好感。如“As our thanks for your positive appraisal, we are offering you a discount coupon for next purchase within 30 days.”这里卖家感谢了买家的积极评价(positive appraisal),并说明作为对买家积极评价的感谢,提供给买家一份30天之内再次在卖家店里购买的折扣优惠券,成功地借感谢之名进行了一次营销,做到了一举两得。

邦阅网 2019-11-16 07:58:59