跨境电子商务 课件 跨境电商客服--售中客服.pptx

跨境电子商务Cross-Border E-Commerce第八章 跨境电商客户服务 任务二 售中客户服务 跨境电子商务Cross-Border E-Commerce售中客户服务售中客户服务除了对订单进行正常的跟踪之外，可能会遇到由于物流、发货、海关等原因导致不能正常出货。客户对此心存疑虑，客服应及时沟通，取得客户的信任和理解。跨境电子商务Cross-Border E-Commerce目 录1恶劣天气导致物流延误CONTENTS2漏寄货物3海关清关跨境电子商务Cross-Border E-Commerce恶劣天气导致物流延误PART1跨境电子商务Cross-Border E-Commerce售中客户服务1.恶劣天气导致物流延误当遇到恶劣天气导致物流延误，首先可向客户表示歉意，并告知会密切关注订单物流情况，可通过给客户发放优惠券等方式来弥补由此带来的不便。Dear friend ,Your order has been shipped since Wednesday .But we feel so sorry to inform you of a possible delay because of bad weather .We will keep a close eye on your order , and let you know as soon as possible if there is anything new .In order to make up for the possible inconvenience , we will offer you a 10 dollars coupon,which can be used in your next order with us.跨境电子商务Cross-Border E-Commerce漏寄货物PART2跨境电子商务Cross-Border E-Commerce售中客户服务2.漏寄货物当发生货物漏寄时，首先应向客户道歉，并承诺尽快发货。为了弥补客户的损失，也可以采取给客户发放优惠券的方式来解决。We apologize for having left out the ×××, and promise to send it as soon as possible. In order to make up for your inconvenience,we will send you an 10% off discount coupon,which you can use whenever you want in our store. Please forgive us for your inconvenience.跨境电子商务Cross-Border E-Commerce海关清关PART3跨境电子商务Cross-Border E-Commerce售中客户服务3.海关清关当货物由于海关政策需要清关出现延迟到货时，请告知客户海关或者平台的相关政策要求，并及时配合海关完成清关手续。We have kept a close eye on your order , and we are sorry to see that your package has been kept at Shanghai Customs for several days , which needs customs clearance .According to Amazon requirements and customs rules,you are supposed to clear with the valid 18-character Citizen ID Number of the recipient written on the package.We hope you will get your package soon.跨境电子商务Cross-Border E-Commerce谢 谢THANKS FOR YOUR ATTENTION