After-sales service is an important condition for enterprises to maintain or expand their market share. Joe Girard, a famous American salesman, once said, “I believe that the real start of sales promotion is after the transaction, not before”, that is, real sales begin with after-sales, and after-sales is the beginning of the next sale. Customer service staff use the opportunity of after-sales service to communicate with customers face to face, understand customer needs, and improve customer loyalty. High-quality service can not only enhance the value of goods, but also bring more potential customers. Therefore, we need to do a good job in after-sales service.
Because customers cannot see the physical objects before placing an order, and the goods are sold across borders, the entire sales process is more complicated than domestic e-commerce, and the sales completion time is longer. In order to reduce disputes, customer service personnel should take the initiative to contact customers, and can take the initiative to communicate with customers according to the process after placing an order, so that customers can keep abreast of the latest developments of the order, and let customers feel the importance of the seller, and improve customer satisfaction with the service.
According to the process after placing an order, the after-sales service of cross-border e-commerce can be divided into: after the customer places an order, inform the customer of the logistics situation, such as updating the status of the package, and actively adjust the delivery time for the customer when the package transportation is delayed; encourage customers to give good reviews and share; properly handle customer disputes.
First, inform customers of the logistics situation. After the goods are shipped, customer service staff can send emails to customers to inform them of the logistics situation in a timely manner.
Second, encourage customers to give good reviews and share. Customers’ positive comments on products are particularly important in the e-commerce era, which is an important way to spread word of mouth. However, customers generally do not take the initiative to write or share their experience of using products. Therefore, an important task of cross-border e-commerce customer service is to invite customers to comment on products and increase the rate of good reviews of products. Customer service staff should send emails to customers after they receive the goods, inviting them to give good reviews on the e-commerce platform. It should be noted that the frequency of emails should not be too high, and the number should not be too large, so as not to cause customer disgust; and the emails requesting good reviews can only be related to the products purchased by the customer. Customer service staff cannot ask customers for good reviews for a fee, otherwise some cross-border e-commerce platforms, such as Amazon, will punish sellers.
Third, follow up and explain customers’ bad reviews or negative reviews in a timely manner, and properly handle customer disputes if disputes arise. If a customer makes some negative comments about a product, or a dispute arises, the customer service staff should follow up immediately, objectively analyze the customer’s evaluation, find out the reasons for the customer’s negative review, and propose a solution, and finally sincerely request the customer to modify the negative comment on the product.