跨境电子商务客户服务：售后评价的回复与处理——催促评价

总结
在寻求客户评价方面，发送催促邮件是最主要的方式，具体分为两种情况。 一是客户收到商品，但没有留下评论； 二是客户收到上述邮件十天以上仍然没有给予评价。
感谢大家
name) from us. We've greatly appreciated your favor and hope you are satisfied with us. The detailed information of our last transaction is as below:
Item Name：XXX Itme Number：XXX Total Deal Price：XXX If you are now satisfied with using the item bought from us as well as our professional service to you, please click (link to review sites:XX) to leave us Positive Feedback.
Item Name：XXX Itme Number：XXX Total Deal Price：XXX If you are now satisfied with using the item bought from us as well as our professional service to you, please click (link to review sites:XX) to leave us Positive Feedback.
知识点讲解
催促评e), Could you teel me if XX(product name) has been successfully delivered to you? If you
have got it, we sincerely hope you will like it and be satisfied with our service. If you have not got it or have any problem at all, don't hesitate to contact us so we can help you out. We would also love to know your honest opinion of the product. Please click here (link to review site:XXX) to leave a product review on Amazon.
知识点讲解
催促评价
1. 客户收到商品、但没有留下评论
境电子商务涉及众多不同地区的客户，由于地域的限 制、个人习惯的差异 ， 客户2-3天内给予售后评价是 非常正常的。3-5天内没有留下评论，那么客服可以向 客户发送邮件，询问他们是否收到包裹、对商品是否 满意，表示如果客户不满意会尽最大努力帮忙等。邮 件末尾，可以把希望客户尽快评价的请求“伪装”在 邮件中，并表示感谢。
Thank you very much! Yours sincerely, (Your name)
任务巩固
根据给出的这篇示例，小组讨论卖家的客户服务人员是 如何和客户沟通的呢？
知识点讲解
催促评价
邮件例文
Hi (customer name), Could you teel me if XX(product name) has been successfully delivered to you? If you
《跨境电子商务客户服务》
售后评价的回复与处理——催促评价
知识回顾
当客户给予的跨境电商售后评价是好评时， 客服应该及时表示感谢。
情景描述
情景描述
客服责任：
情景描述
没 有 评 论
任务导入
➢ 当客户收到货物一周后，没有留下任何评论 ➢ 面对这个情况，售后客服应该怎么做呢？
任务操作
卖家的客户服务人员可以向客户发送邮件，询问她 们是否收到包裹、对商品是否满意，表示如果客户 不满意会尽最大努力帮忙等。同时我们要掌握良好 的跨文化沟通能力。
Thank you very much! Yours sincerely, (Your name)
知识点讲解 催促评价
2. 客户收到上述邮件10-15天后仍没有给予评价
在跨境电子商务客户服务人员发出上述邮件提醒客户 评论后10-15天，如果客户仍对评价一事置之不理，卖 家也不用心急，可以再发一封邮件进行催促，特别是 将店铺的链接或者商品名称列出来以明确提醒客户， 具体沟通可参考课本上的沟通模版。
任务巩固
根据这篇给出的示例，总结归纳在客户收到邮件多于十天以 后仍然没有回复，这时售后客服应该怎么做呢？
知识点讲解
催促评价
邮件例文
Dear (customer name), We've made a transaction already the other day and you purchased XX(pruduct
have got it, we sincerely hope you will like it and be satisfied with our service. If you have not got it or have any problem at all, don't hesitate to contact us so we can help you out. We would also love to know your honest opinion of the product. Please click here (link to review site:XXX) to leave a product review on Amazon.
知识点讲解
催促评价
邮件例文
Dear (customer name), We've made a transaction already the other day and you purchased XX(pruduct
name) from us. We've greatly appreciated your favor and hope you are satisfied with us. The detailed information of our last transaction is as below: