跨境电商客服 处理投诉 处理投诉.pptx

Project 5售后客服 After-sale serviceTask 3 处理投诉Settling Complaints对应章节： 第四章1Part one投诉处理步骤处理投诉45123倾听判断投诉是否成立分析客户心理解决方案归档处理投诉Avoid arguing - 避免激化矛盾 Keep listening - 提供发泄空间 Express understading 1I agree with you.I understand your anger.Thank you for your reminding.If I were you, I would feel the same.倾听处理投诉我方过失客户过失第三方过失真假2恶意投诉判断投诉是否成立处理投诉3分析客户心理处理投诉第三方承担错2. 承担解决问题的角色 1 我方过失43. 承认我方责任经调查……我方责任…… 非常抱歉…….我方愿提供补偿……解决方案处理投诉 2 客户过失原因：看不懂英文说明图片展示导致误解4解决方案2Part two文字技巧“If you have not received your parcel in 25 days ，and you do not want to wait any longer ，please contact us. We will REFUND your money and CANCEL the delivery.”“If you have not received your parcel in 25 days ，and you do not want to wait any longer ，please contact us. We will refund your money and cancel the delivery.”增加分段：◆ 将重点内容单独设立一段◆ 段前段后加空行分段依据：◆ 问候◆ 提供证据（网址）◆ 证据解读◆ 解决方案◆ 结束语Thank You