客服必看！跨境電商投訴情況分類及郵件回復(fù)模板-ESG跨境

在跨境電商運(yùn)營(yíng)中，我們不免會(huì)遇到各式各樣的客戶投訴。好的服務(wù)可以造就Customer Loyalty，今天小編就分享一些自己在工作中總結(jié)出來的投訴郵件回復(fù)模板，實(shí)用于各種場(chǎng)所，趕快珍藏吧。

一、客人投訴收到的貨品是破損的但沒有供給可以證明的照片

當(dāng)涌現(xiàn)這種情形時(shí)，首先，我們須要站在買家角度給予同情和諒解，為買家在本店差能人意的購(gòu)物體驗(yàn)而報(bào)歉。其次，我們須要站在公司角度，要求買家彌補(bǔ)材質(zhì)以進(jìn)行后續(xù)售后處置。萬(wàn)能模板如下：

Hi XXX (客戶名),

Thanks for your email and sorry for the late reply.

We are sorry for the bad shopping experience that we provided you, and we would like to help you with it, however, we need some additional information for this case.

Could you please send us some pictures of the damaged items/parts you mentioned? We need the evidence first to help you process a replacement or a refund request.

Hope you can understand and look forward to your prompt reply.

Best Regards,

XXX (你的名字)

二、客人沒寫具體原因就申請(qǐng)退貨

這種情形值得深刻思考，消除部分買家的道德問題，導(dǎo)致絕大多數(shù)買家退貨都必定是有特別原因的，這個(gè)時(shí)候你就須要去追問，并追求辦法為客戶供給解決計(jì)劃。萬(wàn)能模板如下：

Hi XXX (客戶名),

Thanks for contacting us and sorry for keeping you waiting.

We are so sorry to receive your return request, could you kindly provide more details why you need to return the items? We would certainly like to help you solve the problems before the return.

Look forward to your reply.

Best Regards,

XXX (你的名字)

三、客人投訴收到的貨品有零部件缺失

客戶發(fā)起投訴并上傳圖片，然而圖片顯示不清時(shí)，須要與客戶確認(rèn)具體缺失零件，以支配補(bǔ)發(fā)或賠償。萬(wàn)能模板如下：

Hi XXX (客戶名),

Thanks for contacting us and sorry for keeping you waiting.

Could you kindly please highlight the missing parts on the attached manual? Sorry for the inconvenience, but we need to know the exact part so that we can send you the right replacement parts as soon as possible.

Thanks for your assistance and look forward to your reply.

Best Regards,

XXX (你的名字)

四、回應(yīng)客人的贊美

客套話也要認(rèn)真回復(fù)，這是博得忠實(shí)客戶最有效的辦法。萬(wàn)能模板如下：

Hi XXX (客戶名),

You are welcome! It is our pleasure to provide the best service for you.

Please feel free to contact us anytime if you have any further questions.

Have a great day!

Best Regards,

XXX (你的名字)

特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)或立場(chǎng)。如有關(guān)于作品內(nèi)容、版權(quán)或其它問題請(qǐng)于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。