跨境电商客户服务英语 课件 Task 18 差评管理.pptx

;;【内容提要】;Fortoday’secommerceretailers,negativereviewsjustcomewiththeterritory.?Infact,withsomanybuilt-in,on-siterating(现场打分)andreviewfeatures,manyeveninvitethemrightin.Andthat’sagoodthing.

Badreviewsactuallygiveyoupowerasaretailer.Theygiveyouanopportunitytouseyourbrandvoice,torightyourwrongs(纠正错误)andtodeliverstellarcustomerservice(星级服务)—andtodoitpublicly,wherepotentialcustomerscanseeit.

Here’sacloserlookatwhynegativereviewsmatterandhowtorespondtothem.;WhatisaNegativeReview?

It’seasytofocusongeneratingpositivereviews,butnegativereviewsdeserveasmuch(ifnotmore)attention.Infact,forproductswithlowreviewcounts,asinglenegativereviewcanbeespeciallydamagingsinceitwillhaveagreatimpact.

Clear,honestandupfront(坦诚相见)contentincreasesthecustomer’sunderstandingoftheproductanditsfeatures,withthegoalofreducingconfusion.Forexample,ifyoudon’tmentiononyourdetailpagewhetheraskilletcanonlybeusedsafelyupto400degrees,you’regoingtogetnegativereviewsfrompeoplewhomeltthatproductbecausetheydidn’trealizeitslimitations.

;Howtorespondtoanegativereviewin6steps

Whetheryou’rerespondingtonegativereviewsonAmazon,Google,Facebook,AliExpress,oronyourownsite,you’vealreadytakenthefirststep:?actuallyresponding(真正的回应).

Intoday’shighlydigital,supertransparentsociety,simplyignoringabadreviewisnolongeranoption.?Infact,itcanactuallymakemattersworse.?Butjustrespondinginitselfisn’tenough.Whatyousay,howyousayitandevenwhenyoupostthatresponseallmatter,too.

Doyouhaveabadreviewtorespondto?Thenheedthesesteps:;Step1:?Respondquickly(within24-48hours):

Thecustomerthoughtitwasimportantenoughtopostapublicreview,sotreatitasurgent(以紧急状况处之).Respondquickly,showthatyou’reintunewithcustomerfeedbackan