跨境电子商务客户服务：跨境物流跟踪沟通节点分析.pptxVIP

跨境物流跟踪沟通节点分析 《跨境电子商务客户服务》 知识回顾 货物运送问题： 情景描述 货运物流一切正常，客户虽然可以通过物流详情页面了解实时物流信息 但是客服人员仍要在几个关键节点予以邮件提醒和沟通。 任务导入 思考 知识点学习 货物抵达海关 货物到达邮局 货物妥投 沟通的三个节点 知识点学习 一旦货物抵达海关，卖家应立即通知客户关注物流动态，确保客户及时收货。 货物抵达海关时 知识点学习 Dear customer, This is xxx. I am sending this message to update the status of your order. The information shows it was handed to customs on Jan.19. The tracking number is xxxxxx. You can check it on the website: x x x . You may get it in the near future. I apologize for the fact that the shipping is a little slower than usual. Hope it is not a big trouble for you. Best Regards! (Your name) 示例邮件 知识点学习 货物到达邮局之后，卖家要提醒客户关注配送信息。 卖家要提醒客户注意不要错过投递信息，保持手机开机，同时可以提醒客户对本次交易留评。 货物到达邮局 知识点学习 Dear customer, This is XXX. I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking numberis xxxxxx. Please check it on the website: х xx. You will get it soon. Please note that package delivery. Hope you love the product when getting it. If so please give me a positive feedback. The feedback is important to me. Thank you very much. Best Regards! (Your name) 示例邮件 知识点学习 卖家可询问客户收到的货物状况如何，以便卖家及时帮助其解决问题。 货物妥投 知识点学习 Dear customer, I am very glad to see that your order has been delivered successfully. Please make sure that the items you ordered are in good condition and then confirm the delivery. If you are satisfied with our product and service, please give us a five-star feedback and some positive comments. We will greatly appreciate it. If there is any problem or question,please tell us directly for an immediate solution. Please do not submit a refund request before asking us for help. We promise to solve your problem and answer your question as quickly aspossible. Best Regards! (Your name) 示例邮件 知识点学习 I am sending this message to update the status of your order. The information shows it was handed to customs on Jan. 19. 我要告诉您订单的必威体育精装版进展情况。必威体育精装版的信息显示，您的产品已经在1月19日入关。 译文： 常用句型拓展： 知识点学习 The info