Thinking from the customer’s perspective – effective communication
The premise for resolving disputes is to maintain “empathy”, that is, to think about a few questions from the customer’s perspective: What happened? Why did it happen? What do cross-border customers want from the seller? What solutions can you think of that are acceptable to cross-border customers?
When resolving disputes, customer service personnel should communicate effectively based on thinking from the customer’s perspective. If the package is delayed, notify the customer in a timely manner, explain the reason why the package did not arrive within the expected time, and obtain the customer’s understanding. If the customer does not receive the goods within the expected time because the goods are out of stock, for such problems, the seller needs to explain carefully so that the customer can understand. The best way is to tell the customer that he will actively try to help him find the goods he needs, and introduce similar styles to him for his choice. The specific communication email is as follows:
Hi friend, we are really sorry that you haven’t received the shoes on time because the shoes you ordered are out of stock at the moment. I will contact the factory to see when they are going to be available again. I would like to recommend you some other pretty shoes which have the same style. Hope you like them as well. You can click on the following link to check them out. (Http: //www. XXXXXX) f there’s anything I can help, please feel free to contact us.
If the package is detained due to unpaid customs duties, the customer service staff should also inform the customer in a timely manner, stating that the customer’s tax payment obligations have been noted in the product description. At this time, it is possible to offer to share some customs duties for the customer, which can not only avoid the return of the goods, but also allow customers to give you high praise for your sincerity.
2. Retain evidence and control guidance
During the transaction process, cross-border sellers should retain valid information. If a dispute arises, this information can be used as evidence to help resolve the problem.
During the transaction, the seller shall collect evidence in a timely and sufficient manner, and provide relevant information to the customer for negotiation, or provide it to the platform for adjudication.
The seller can collect evidence at every stage of the transaction. For example, during the packing of goods, the inner and outer packaging of the goods can be photographed for record. After the goods are shipped, the logistics information of the goods should be followed up in a timely manner, and a daily follow-up plan should be made. The customer should be communicated with in a timely manner when the goods are cleared and about to arrive. This can greatly improve customer satisfaction and can also effectively prevent the omission of follow-up of a certain order.