After resolving the issue with the customer, the customer service staff can communicate with the customer further and request the customer to modify the evaluation. Generally speaking, after the order issue is resolved, the customer is satisfied and will agree to modify the previous evaluation. For customers who do not respond, you can send another email, or even offer actual benefits as a gesture of sincerity, and request the customer to modify the evaluation again. The specific communication content can be found in the following email content.
Sample
Dear (customer name),
We are sorry to see that you left neutral / negative feedback relating to your recent purchase experience from our store. But I’m pleased we have solved the problem together. I hope you’re satisfied with our solution.
Now that we have solved the problem, would you please spare some time to change your feedback into a positive feedback? (Link to Revise Feedback: XXXXX) You know 5-star is really important for us.
Thanks again and we sincerely look forward to establishing long business relationship with you.
Best regards!
(Your name)
Reference Translation:
Dear (customer name),
We are sorry to see that you left neutral / negative feedback relating to your recent purchase experience from our store. But I’m pleased we have solved the problem together. I hope you’re satisfied with our solution.
Now that we have solved the problem, would you please spare some time to change your feedback into a positive feedback? (Link to Revise Feedback: XXXXX) You know 5-star is really important for us.
Thanks again and we sincerely look forward to establishing long business relationship with you.
Best regards!
(Your name)
Now that we have resolved the issue, could you please take a moment to change your feedback to a favorable one? (Link to modify feedback: XXXXXX) You know that five-star rating is very important to us.
Thank you again, we sincerely look forward to establishing a long-term business relationship with you. Best regards.
(Your name)
In short, in the cross-border e-commerce business scope, through communication and coordination, if the customer agrees to modify the negative review, the customer service staff should express sincere thanks in a timely manner; and for customers who do not agree to modify the negative review, the customer service staff can give customers preferential cash back, discounts on next purchases and other benefits, as much as possible to impress customers and encourage them to modify the negative review to a favorable one.