處理其他發(fā)貨后特殊訂單《跨境電商客戶關(guān)系管理》情景描述任務(wù)導(dǎo)入知識(shí)點(diǎn)學(xué)習(xí)知識(shí)鞏固課堂總結(jié)目錄郵件示例賣家發(fā)出貨物之后，買家有可能由于各種原因要求取消訂單或修改訂單信息，因此，需要售中客服人員與客戶進(jìn)行有效溝通，解決問題。情景描述任務(wù)導(dǎo)入知識(shí)點(diǎn)學(xué)習(xí)知識(shí)點(diǎn)學(xué)習(xí)積極了解客戶取消訂單或修改信息的原因，有針對(duì)性的提出建設(shè)性的解決方案。若貨物已經(jīng)發(fā)出無法更改，及時(shí)告訴客戶，并表達(dá)真誠(chéng)的歉意。若無法修改，可以提供一定的優(yōu)惠給客戶，以保證訂單繼續(xù)。知識(shí)點(diǎn)學(xué)習(xí)Dearsir/madam,Thankyouforyour

order.Shippingaddressforyourordercanonlybechangedpriortoyourpackageunshipped.Duetoourhighefficiency,Iamafraidthatyourpackagehasbeenshippedyesterdaybye-Packetandtheshippingaddresscannotbechanged.Sopleasecheckyourpackageintimeincaseoflosing.Maybeyoucanaskforyourfriendorneighborto

help.Hopeeverythingwillbefine.Best

wishes,(Your

name)郵件示例一貨物已發(fā)出，無法修改地址Dearsir/madam,Seeyourinformation,wearevery

sad.Itiswhatcausesyoutocanceldisputeit?Istheprice,size,colororourcustomerserviceisnotinplace?Pleasetellus,letusknowtheproblem.Wewillcontinuetoimproveinthe

future.Lookingforwardertoyour

reply.Best

regards!(Yourname)郵件示例二詢問訂單取消原因Dearsir/madam,Pleasesorry,yourgoodshavebeenissued.AndthetrackingNoisXXXX.NowhasreachedtheXX.Thereisnowaytocanceltheorder,please

understand.Hopeeverythingwillbefine.Best

regards!(Yourname)郵件示例三貨物已發(fā)出，無法取消訂單鞏固思考：客戶提出要取消訂單時(shí)，應(yīng)該分幾步進(jìn)行溝通？（注意：服務(wù)期間客服人員需要誠(chéng)懇委婉，耐心溝通，