跨境电商运营中,我们不免会遇到各式各样的客户投诉。好的服务可以培养Customer Loyalty,今天小编就分享一些自己在工作中总结出来的投诉邮件回复模板,适用于各种场合,赶快收藏吧。

一、客人投诉收到的货品是破损的但没有提供可以证明的照片


当出现这种情况时,首先,我们需要站在买家角度给予同情和体谅,为买家在本店差强人意的购物体验而道歉。其次,我们需要站在公司角度,请求买家补充材料以进行后续售后处理。万能模板如下:


Hi XXX (客户名),


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、客人没写具体原因就申请退货


这种情况值得深入思考,排除部分买家的道德问题,导致绝大多数买家退货都一定是有特殊原因的,这个时候你就需要去追问,并寻求方法为客户提供解决方案。万能模板如下:


Hi XXX (客户名),


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、客人投诉收到的货品有零部件缺失


客户发起投诉并上传图片,然而图片显示不清时,需要与客户确认具体缺失零件,以安排补发或赔偿。万能模板如下:


Hi XXX (客户名),


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、回应客人的赞赏


客套话也要认真回复,这是赢得忠诚客户最有效的方法。万能模板如下:


Hi XXX (客户名),


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)