1、,Task 2,处理投诉,Settling Complaints,1,投诉处理步骤,Part one,处理投诉,1,2,3,4,倾听,判断,投诉是否成立,分析,客户心理,解决,方案,5,归档,处理投诉,1,倾听,Avoid arguing-,避免激化矛盾,Keep listening-,提供发泄空间,Express understading,I agree with you.,I understand your anger.,Thank you for your reminding.,If I were you,I would feel the same.,处理投诉,2,判断,投诉是否成立,假
2、,真,我方过失,客户过失,第三方过失,恶意投诉,处理投诉,3,分析,客户心理,处理投诉,3,分析,客户心理,理性需求,感性需求,心理需求,用钱解决,退款,优惠,返现,沟通内容：,解决方案、落实时间、进展,用语言解决,道歉,赞同,赞美,倾听,处理投诉,4,解决,方案,1,我方过失,Caution!,迅速承认卖方过失,=,不严谨、不专业,第三方承担错误,-,符合当地国情,的,不可抗力,（,物流粗暴、,海关查验，封港绕行,）,Although we checked everything before sending,，,it is still possible damaged by crash on
3、 the way,，,you know some times the postmen throw parcels from truck.,处理投诉,4,解决,方案,1,我方过失,2.,承担解决问题的角色,-,即使错误不在我，我也愿意为您服务,However,，,I still like to help you solve this problem.,If you accept,，,we will resend you a new one for free.,第三方承担错,误,处理投诉,4,解决,方案,1,我方过失,2.,承担解决问题的角色,第三方承担错,3.,承认我方责任,经,调查,我方责任,
4、非常抱歉,.,我方愿提供,补偿,处理投诉,4,解决,方案,2,客户过失,原因：,看不懂英文说明,图片展示导致误解,处理投诉,4,解决,方案,2,客户过失,Could you tell me how did you take photos with it,please?,By such a broken machine,how to take photos?!,Im not idiot.I know how to use a camera!,Im awfully sorry for any inconvenience caused.,It doesnt work at all!,I unders
5、tand your anger.Lets try to solve this problem.,Is there any problem in setting or taking photos?,处理投诉,4,解决,方案,3,恶意投诉,提供,证据,拖延,时间,We rest assure that your problem will be solved.We will investigate carefully when our director comes back.,04/04/2016 02:04:00 PM,INDIA,MUMBAI FOREIGN POST OFFICE,Record
6、 item customs information,（,Inb,），,Retention reason,：,Hight-value goods-Official Customs declaration required,处理投诉,5,归档,投诉,类型,投诉,原因,解决,方案,客户,信息,产品,物流,关税,中等规模,跨境电商店铺,每天,50,个,投诉,2,文字技巧,Part two,“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,
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