范文 Dear XXX, Have a nice day! We appreciated your purchase from us. However,we noticed that you havent made the payment yet. This is a friendly reminder to you to complete the payment transaction as soon as possible. Instant payments are very important; The earlier you pay, the sooner you will get the item. If…
When customer service staff encounter complaints and disputes, they should be fully prepared and face them positively. Everything should be aimed at customer satisfaction. They should take the initiative to negotiate with customers to solve the problem, improve customer satisfaction, and lay the foundation for getting more orders. In the communication process, customer service staff…
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The number of complaints and disputes raised by customers will directly affect the operation of the store. Many cross-border e-commerce platforms use specific numbers as quantitative standards for the dispute complaint rate. Customer service staff should have some understanding of these quantitative standards. The following is an introduction to these scoring standards based on the…
Due to the digitalization and globalization of cross-border e-commerce, customers’ online shopping experience is mainly focused on the digital pictures and videos provided by online stores, while after-sales problems mainly occur in terms of goods and logistics. (1) Product-related disputes The main reason for product disputes is that there is a certain gap between customers’…
Customers report that they have not received the goods, which is generally divided into the following situations: package delivery error, package loss, customs detention, etc. For this type of feedback, customer service staff must first stabilize the customer’s emotions, tell the customer that they can contact themselves if they have any questions, and advise them…
(1) Try to choose a transportation method with logistics tracking information In cross-border e-commerce, it is very important to choose the right logistics method. There are often many uncertainties in international logistics, such as customs issues, tariff issues, delivery and transshipment, etc. During the entire transportation process, these complex situations are difficult to control, and…
The specific reply template for cross-border e-commerce parcel returns can refer to the following sample reply: Sample Dear XXX, We are sorry that we found that your item is returning back to us due to the wrong address. We will resend you a new one upon receiving the return, hope it can match your purpose.…
If the customer wants to return or exchange the goods, if agreed, the customer service staff should give instructions on how to return or exchange the goods in the email and provide the return address. Of course, it is important to remind the customer that the returned goods cannot affect the secondary sales. The customer…
Determine the RFM division dimensions and hierarchical standards: These data need to be divided into levels according to the three dimensions of Recency, Frequency and Monetary. Generally speaking, it is more common to divide these three dimensions into four levels. This will generate 64 different customer groups (4x4x4). Of course, we can also use three…