顾客就是上帝
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题过渡到另一个问题，应再次强调，如产品真的不能用请再联系，表我方一定会负责）
• Plus, you are in Netherlands, right? I like Netherlands, for its lipton and windmill.(像无什么必要， 客人会认为你是扯开问题不想负责任的表现)
处理问题的态度
• Dear buyer Dennis,
• We are so sorry to hear that! • And we made a mistake, for it's not a brand new one. Now this item sold so well that it is out of
公平交易心理
• Risa, I understand how poor feedback can affect, however i do not believe it is fair for me to give you good feedback when i did not receive the item at all（认为不公平）. However, although i have already purchased this item elsewhere, i will rescind my feedback, if you either give me a refund or reship.（认 为应所得所付的才公平）
顾客就是上帝
• 正确处理客户的抱怨 • 在处理问题的过程中，千万不要动火，不管顾客的态度如何，你的一
举一动，直接影响着公司总体的销售状况、整体的效益，顾客就是上 帝(customer always right)，这句话永远可不会过时的。 • 切莫引发“战争”，当顾客想你提出抱怨，你应该谨记勿忘的是：这 正式考验你究竟有多么能耐的好机会。提出抱怨的顾客，通常情绪激 昂，怒火中烧，如果处理方法稍不慎，就足以引发一场“战争”。 • 把它当作一件好事。 • 顾客抱怨时，应该把它看成“好机会”。既不要怕它，也不要讨厌它。 因为，顾客之所以提出抱怨，是由于认为：“ I should get what I paid ” 这表示，顾客是依赖你的，你当然要欣然接受。事实上，如把抱怨处 理得好，顾客对你的依赖感只会增多，不会减少。这就叫做转祸为福 。 顾客获得强烈的好印象后，必定逢忍便说这无形中对公司做了有力的 免费宣传。
• Just take it easy, as a powerseller on ebay for years, we would be fully responsible for everything we sold.
• If you have any other problem, feel free to contact us. • （语意表达错误。此表达使客人完全理解错误，没有得到客人想要得到的帮助，而略过原问
wk.baidu.com售始于售后
• “真正的销售始于售后”，其含义就是，在成 交之后，推销员能够关心顾客，向顾客提供良 好的服务，既能够保住老顾客，又能够吸引新 顾客。你的服务令顾客满意，顾客就会再次光 临，并且会给你推荐新的顾客。“你忘记顾客， 顾客也会忘记你”
• 在成交之后，继续不断地关心顾客，了解他们 对产品的满意程度，虚心听取他们的意见，对 产品和推销过程中存在的问题，采取积极的弥 补措施，防止失去顾客。与顾客保持密切的关 系，可以战胜所有的竞争对手。
stock, and hard for us to find again.
• We want to know that: can it work? If not, you may use it in other laptops to have a try（意思表达 不正确）? （表达：would you please test the item on another laptop if it is in good condition or not?）
平衡心理
• 案例背景：4个浴灯不防水，客服回复询问客人意见如 何处理才合理。客人觉得我司只会退货款不退邮资，所 以没有回复，半个月后给差评。
• Hello Risa • That is very honarable of you, however you would not have
refunded the postage and that was the most expensive part? You said you were going to send me additional ones, however I thought if the quality was the same it would not make any difference and would then also cost you money. My feedback is negative however I believe it to be truthful. • Kind regards • Jay
售后服务与客户距离最近的地方是 什么？
-----客户心理
案例-分析顾客心理
• 背景：追踪号显示客人收到货，但客人没 有收到。
• I know what it says, i have checked it many times. It says that i have received it, but i did not.（感到不公平） That is why i have left negative feedback. I have asked for help in this matter （希望被受关注他的问题） but nobody will believe that i did not get it（无奈，希望被了解的心理）. So negative feedback is my only choice.（要得到心理平衡）
• Plus, you are in Netherlands, right? I like Netherlands, for its lipton and windmill.(像无什么必要， 客人会认为你是扯开问题不想负责任的表现)
处理问题的态度
• Dear buyer Dennis,
• We are so sorry to hear that! • And we made a mistake, for it's not a brand new one. Now this item sold so well that it is out of
公平交易心理
• Risa, I understand how poor feedback can affect, however i do not believe it is fair for me to give you good feedback when i did not receive the item at all（认为不公平）. However, although i have already purchased this item elsewhere, i will rescind my feedback, if you either give me a refund or reship.（认 为应所得所付的才公平）
顾客就是上帝
• 正确处理客户的抱怨 • 在处理问题的过程中，千万不要动火，不管顾客的态度如何，你的一
举一动，直接影响着公司总体的销售状况、整体的效益，顾客就是上 帝(customer always right)，这句话永远可不会过时的。 • 切莫引发“战争”，当顾客想你提出抱怨，你应该谨记勿忘的是：这 正式考验你究竟有多么能耐的好机会。提出抱怨的顾客，通常情绪激 昂，怒火中烧，如果处理方法稍不慎，就足以引发一场“战争”。 • 把它当作一件好事。 • 顾客抱怨时，应该把它看成“好机会”。既不要怕它，也不要讨厌它。 因为，顾客之所以提出抱怨，是由于认为：“ I should get what I paid ” 这表示，顾客是依赖你的，你当然要欣然接受。事实上，如把抱怨处 理得好，顾客对你的依赖感只会增多，不会减少。这就叫做转祸为福 。 顾客获得强烈的好印象后，必定逢忍便说这无形中对公司做了有力的 免费宣传。
• Just take it easy, as a powerseller on ebay for years, we would be fully responsible for everything we sold.
• If you have any other problem, feel free to contact us. • （语意表达错误。此表达使客人完全理解错误，没有得到客人想要得到的帮助，而略过原问
wk.baidu.com售始于售后
• “真正的销售始于售后”，其含义就是，在成 交之后，推销员能够关心顾客，向顾客提供良 好的服务，既能够保住老顾客，又能够吸引新 顾客。你的服务令顾客满意，顾客就会再次光 临，并且会给你推荐新的顾客。“你忘记顾客， 顾客也会忘记你”
• 在成交之后，继续不断地关心顾客，了解他们 对产品的满意程度，虚心听取他们的意见，对 产品和推销过程中存在的问题，采取积极的弥 补措施，防止失去顾客。与顾客保持密切的关 系，可以战胜所有的竞争对手。
stock, and hard for us to find again.
• We want to know that: can it work? If not, you may use it in other laptops to have a try（意思表达 不正确）? （表达：would you please test the item on another laptop if it is in good condition or not?）
平衡心理
• 案例背景：4个浴灯不防水，客服回复询问客人意见如 何处理才合理。客人觉得我司只会退货款不退邮资，所 以没有回复，半个月后给差评。
• Hello Risa • That is very honarable of you, however you would not have
refunded the postage and that was the most expensive part? You said you were going to send me additional ones, however I thought if the quality was the same it would not make any difference and would then also cost you money. My feedback is negative however I believe it to be truthful. • Kind regards • Jay
售后服务与客户距离最近的地方是 什么？
-----客户心理
案例-分析顾客心理
• 背景：追踪号显示客人收到货，但客人没 有收到。
• I know what it says, i have checked it many times. It says that i have received it, but i did not.（感到不公平） That is why i have left negative feedback. I have asked for help in this matter （希望被受关注他的问题） but nobody will believe that i did not get it（无奈，希望被了解的心理）. So negative feedback is my only choice.（要得到心理平衡）