如何避免客戶投訴及處理投訴的方法

沒有賣家愿意收到客戶投訴，最好的辦法就是防患于未然。花些心思和精力管理店鋪，能避免很多投訴。當(dāng)然，有時(shí)投訴也難以避免。

那么如何避免投訴，以及消費(fèi)者投訴后怎么寫郵件解決呢？風(fēng)口星網(wǎng)根據(jù)外媒報(bào)道，整理如下。

客戶為什么會(huì)投訴？首先要明白，客戶投訴是因?yàn)椴粷M意。若未滿足消費(fèi)者預(yù)期，他們就會(huì)抱怨。購物時(shí)，很多事會(huì)讓消費(fèi)者不滿，比如訂單未按時(shí)到達(dá)、產(chǎn)品頁面混亂等，多種情況都可能引發(fā)客戶抱怨。賣家要做的就是盡量減少這些情況，為客戶提供流暢服務(wù)。

造成客戶不滿的最常見原因：

1、配送和庫存問題：“我的訂單呢？！”準(zhǔn)時(shí)安全送達(dá)客戶訂單至關(guān)重要。消費(fèi)者對訂單滿懷期待，若不知確切送達(dá)時(shí)間，很容易不滿進(jìn)而投訴。所以賣家首先要提供運(yùn)單號，方便消費(fèi)者實(shí)時(shí)了解訂單配送情況，降低投訴幾率。如果通過USPS發(fā)貨，可利用Order Status里的地圖提供實(shí)時(shí)狀態(tài)；若是其他配送方式，可用Tracktor這個(gè)app，它支持全球數(shù)百家快遞商，能在Order Status頁面添加配送信息和實(shí)時(shí)地圖。另外，沒有庫存也是導(dǎo)致消費(fèi)者不滿的問題。若有Shopify商店，可用Out of Stock Notifications這類app，商品有庫存時(shí)會(huì)給消費(fèi)者發(fā)消息。還有用Visibility Manager和Wipeout這些app，商品售完會(huì)自動(dòng)隱藏商品。

我覺得在如今電商競爭激烈的環(huán)境下，配送和庫存問題處理不好真的很容易流失客戶。像之前就有不少電商因?yàn)榕渌脱舆t導(dǎo)致客戶大量流失。最新相關(guān)新聞信息顯示，某知名電商平臺就因?yàn)榕渌蛦栴}被消費(fèi)者集體投訴，口碑嚴(yán)重受損。

2、產(chǎn)品圖片和描述不符：“尺寸錯(cuò)了！”假設(shè)消費(fèi)者苦等七八天，收到貨卻尺寸不合適，那就糟糕了。若商品外形、尺寸與消費(fèi)者想象不符，他們很容易不滿。賣家最好如實(shí)、清晰描述產(chǎn)品，展示其在現(xiàn)實(shí)中的樣子。尺寸、材料和尺碼表等準(zhǔn)確信息能讓消費(fèi)者對產(chǎn)品有確切概念，如實(shí)描述可建立與消費(fèi)者的信任。貨不對板也會(huì)讓消費(fèi)者不滿，導(dǎo)致投訴、退貨，消費(fèi)者有了這種糟糕經(jīng)歷，可能就不會(huì)再光顧店鋪。假如產(chǎn)品吸引了消費(fèi)者，評論能推動(dòng)他們最終下單。賣家可在產(chǎn)品頁面添加消費(fèi)者評論，比如Shopify的賣家可用Product Reviews和Yotpo這些app在產(chǎn)品頁面添加消費(fèi)者評價(jià)，接入社交媒體評價(jià)可用Like2Have.it這個(gè)app。

怎么處理消費(fèi)者投訴？這里有三個(gè)模板：

盡了最大努力仍有投訴？別慌，記?。合M(fèi)者投訴意味著在找解決方案，處理投訴是賣家的責(zé)任。下面提供三個(gè)模板：

1、首先要積極回復(fù)，讓消費(fèi)者知道你關(guān)心其問題，還可提供優(yōu)惠券吸引下次光顧：Dear [CUSTOMER NAME], Thank you for shopping with [YOUR BUSINESS]! Unfortunately, due to [CAUSE OF ERROR], your order was [ERROR WITH ORDER]. We’ve [CREDITED YOUR ACCOUNT/RESHIPPED YOUR ORDER/FIXED THE ISSUE] and you will still receive your order via your selected shipping method. We sincerely apologize for any inconvenience and we are happy to offer you[DISCOUNT/PROMOTION] for your next purchase. Simply use this code at checkout:[DISCOUNT CODE]. If you have any questions or require additional assistance, please don’t hesitate to contact us at[YOUR PHONE NUMBER] or via email at [YOUR EMAIL ADDRESS]. Thank you,

2、解決方案要迅速積極，在回復(fù)郵件里提供解決方案，且語氣要感同身受，比如：Hi [CUSTOMER NAME], Thank you for reaching out. I am so sorry to hear about your trouble with [ISSUE]. I’ve gone ahead and [SOLUTION] as an apology for any inconvenience you may have experienced. I know that [ISSUE] can be incredibly [FRUSTRATING/ANNOYING/…]and I do hope that you try ordering from [YOUR BUSINESS] again in the future. Thank you for giving us a try and if there’s anything else that I can do for you, please let me know! Best, [YOUR NAME]

3、有時(shí)自己可能沒有好的解決方案，那就讓消費(fèi)者提出補(bǔ)償要求，讓他們知道你已了解問題：Hi [CUSTOMER NAME], Thank you for reaching out. Sorry for the trouble! / I am so sorry to hear that. Would you mind telling me more about [SUGGESTION]? At this time, we are unable to offer [SUGGESTION]. However, it does sound like a great idea and I have passed your feedback onto our team. I definitely understand how[FRUSTRATING/ANNOYING…] it can be to deal with [ISSUE]. I really appreciate your input and I do hope you’ll give us another try. If there’s anything else I can do for you, please let me know. Best, [YOUR NAME] （編譯/風(fēng)口星網(wǎng) 張凱燕）