博格客服培训案例调查.doc

****网络技术有限公司 金牌客户服务培训 客户没来信给坏评： Comment: item?did?arrive?in?a?timely?manner?but?it?does?not?work... 客服主动联系客户： Dear Alonzo, Thank you for your feedback that make us know the shortcoming of us.Sincerely sorry for the inconvenience. Can you kindly give us an opportunity to deal with the issue?How about resend a new one to you directly?If agree, pls tell us.We hope we can give you the best resolution.Thanks for your time.Have a nice day.Sincerely yours,CherishLaptopz eBay Service 客户回复： I was very disappointed with the merchandise I recieved, although it did get here in a timely manner, this power cord did not function. It would be greatly appreciated if you were to replace the item purchased. 2.之前买的坏掉了，后来故意再重新买一个给坏评 客户来信： i bought a battery a few months ago from you.? it went bad and was still under warranty.? you told me to send the battery back so I did. I never received a new battery after a few months.? I finally had to buy another.? therefore, I had to leave negative feedback on ebay. 客服回复： Thanks for your email.We just received your negative feedback: never sent me a new battery when 1st went bad in warrnty. i had to buy another.First of all we must do apologize for the delay of the battery.But I think there may be a mistake.You knowe we have a good name in ebay,we have no reason to cheat our customer.In other words,we are honor to our warranty.But hope you can understand mending a battery is not a very easy thing,our technician really need time to make the battery work perfect again.We contacted our technicians just now,they tell us they still need time.We also feel disappointed,too.But they are professional,we should believe them.In order to show our sincerely apology to keep you waiting for such a long time,we deciede to refund you $3.00 as a compersation.We know the $3.00 means nothing for you,however as a staff that is what we can do for you.Hope you can kindly forgive us.Looking forward to you reply.Please feel free to contact