速賣(mài)通客戶服務(wù)與溝通案例
本案例中的賣(mài)家是速賣(mài)通平臺(tái)上的一家手工布鞋店。
客戶在下單后發(fā)現(xiàn)產(chǎn)品降價(jià)了，提出投訴。
賣(mài)家及時(shí)與客戶溝通，最后達(dá)成一致。
1.客戶投訴客戶在這家手工布鞋店購(gòu)買(mǎi)了一雙女鞋，發(fā)現(xiàn)還未收貨之前產(chǎn)品就已經(jīng)降價(jià)，遂在速賣(mài)通平臺(tái)上進(jìn)行投訴，具體內(nèi)容如下。
訂單號(hào)：XXXXX(查看詳情 )訂單金額：80.00USD訂單創(chuàng)建時(shí)間：April 30.2018收貨地址：XXXXXX賣(mài)家打開(kāi)“我的速賣(mài)通”賣(mài)家端，單擊“糾紛列表”，查看“糾紛詳情”，具體內(nèi)容如下。
訂單號(hào)：XXXXX糾紛原因：產(chǎn)品降價(jià)訂單創(chuàng)建時(shí)間：April 30.2018XXX 2018-05-3 22:30:51Munirah That's unfair. Could I cancel the former order and place another one at the discount price?XXX 2018-05-320:11:47WANG Just as you said, there has been a price change. However, we have not changed the price randomly. Customers can get 10% off at AliExpress from May 1 to 3 to celebrate the International Labour's Day. You placed your order on April 30, right before the discount became available. We apologize for not letting you know immediately.XXX 2018-05-319:56:24WANG We feel so sorry for your inconvenience. We will verify the price change as quickly as possible. Thank you for your patience.2.賣(mài)家客戶服務(wù)與溝通賣(mài)家收到買(mǎi)家的反饋后，第一時(shí)間向客戶道歉，并主動(dòng)思考解決方案，積極與客戶協(xié)商溝通，具體內(nèi)容如下。
XXX 2018-05-4 23:26:37WANG No problem.Thanks a lot for your consideration. We will refund you 8 dollars as quickly as possible.XXX 2018-05-422:21:43Munirah Refunding the markdown of 8 dollars? It is OK if you repay me 8 dollars.XXX 2018-05-421:00:18WANG Thank you very much. We will compensate for your loss by refunding the markdown. What do you think of the solution?XXX 2018-05-4 20:40:37Munirah I understand that it cannot be canceled since it has been shipped. It is also useless placing another order.XXX 2018-05-4 20:17:58WANG We are afraid that you cannot cancel the former order right now, because it has been shipped. It will be greatly appreciated if you could understand us. We will try to make up for your loss.3.解決投訴當(dāng)賣(mài)家和客戶就瑕疵產(chǎn)品的解決方案達(dá)成一致，投訴就解決了。
賣(mài)家可以在“我的速賣(mài)通”中，單擊“糾紛列表”，打開(kāi)“糾紛詳情”進(jìn)行查看，詳情如下。
訂單號(hào)：XXXXX糾紛原因：產(chǎn)品有降價(jià)糾紛狀態(tài)：糾紛結(jié)果僅退款USD8.00(EUR 6.89)，由賣(mài)家出資4.案例分析在本案例中，賣(mài)家在接到客戶的投訴之后，十分重視客戶的購(gòu)物體驗(yàn)，一方面第一時(shí)間查明降價(jià)是否屬實(shí)，另一方面為給客戶帶來(lái)的不便道歉。
后來(lái)確定產(chǎn)品因?yàn)槠脚_(tái)舉行的節(jié)日促銷(xiāo)活動(dòng)降價(jià)了，賣(mài)家主動(dòng)向客戶道歉，提出退回差價(jià)，而客戶也對(duì)這一賠償方案比較滿意，最終雙方達(dá)成一致。
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