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淘宝双十一售后话术双十一退换货怎么回复

淘宝双十一售后话术双十一退换货怎么回复

  • 作者: 浮生若梦
  • 来源:美文阅读网
  • 发表于2018-05-08
  • 被阅读3220
  •   淘宝双十一售后话术双十一退换货怎么回复

      售后服务即是商品出售后的各种服务,售后问题是淘宝店铺真正的难题,如何既能不损失利益,又能将顾客安抚好,解决问题,这是需要方法的,那售后主要有哪些问题?这些售后纠纷又怎么解决呢?

      一、快递物流

      ZHUFENWEIFACHU、WEIJIANHUO、YIFACHU、GUKEWEISHOUDAOHUO。WEIFACHUJIWEIDINGDANDADANHOUTIANXIELEDANHAODANWEIYOUWULIUGENZONG;WEIJIANHUOJIWEIYIJINGJIDAOKUAIDIDANWEIYOUWULIUGENGXIN;YIFACHUJIWEIKUAIDIYOULEWULIUXINXIGENZONG,DANZHONGTUDUANXUGENZONGXINXIHUOSHIJIANGUOZHANGWEIGENGXINXINXI;WULIUXIANSHIQIANSHOUDANGUKEWEISHOUDAO。YIBANHUICHANSHENGCILEIWENTIDEQINGKUANGFENWEI:

      1、CANGKUDADANDIANJIFAHUOHOU,BAOGUOYILOUZAICANGKUHUOZHEDADANYILOUWEIJIANHUO,WEIJISHIJIDAOKUAIDI。

      2、KUAIDISHOUJIANHOUWEISAODANLURUXITONG,YILOUZAIWANGDIANZHANDIAN。

      3、KUAIDIZHONGTUDIUJIANYIHUOYILOUZAIQIZHONGZHUANCANG。

      4、WULIUTIQIANDAIQIANYIHUOGUKEDAIQIANDIANDAIQIAN。

      WULIULEIJIEJUEFANGFAZHUWEIHESHICANGKU、HESHIKUAIDI、HESHISHOUJIANREN。

      示例一:“为什么发货了但是没有物流更新”

      (1)JIEXI:GAIWENTIDIANSHOUYAOGENCANGKUTONGSHIHEDUIGAIDINGDANSHIFOUYIJIANHUO,ZHIYOUSANZHONGQINGKUANG,YIWEIDINGDANYILOUWEIJIANHUOHAIZAICANGKU、ERWEIYIJIANHUOWEIJIKUAIDI、SANWEIYIJIDAOKUAIDI。

      (2)CHULIFANGSHI:

      1)HESHICANGKU,SHIFOUYIDUIDADANJIANHUO,SHIFOUANPAIDABAO,SHIFOUDABAOHAOZHIHOUJIDAOKUAIDI。RUHESHIDAOSHIYILOUZAIZIJIACANGKU,YINGGENGUKEJIESHICANGKUYILOUQIEJINKUAIANPAIFACHU。“QIN,SHIZAIBAOQIAN,GANGHESHIDAOCANGKUTONGSHI,NINDEBAOGUOYILOUZAICANGKU,JINTIANHUIJINKUAIJININFACHU,RANGNINJIUDENGLE”

      2)RUCANGKUSHIYIJIDAOKUAIDI,HESHISHOUJIANKUAIDIZHANDIAN,SHIFOUYILOUZAIZHANDIANHUOZHESHIWEISAODAN。RANGKUAIDIFANGMIANJINKUAIZHAOXUNQIESAODANLURUWULIUGENZONG。“QIN,SHIZAIBAOQIAN,JINGHESHI,CANGKUYIJINGFACHU,YIRANGKUAIDIFANGMIANHESHISHIFOUYILOUSAODAN,QINGNINNAIXINDENGHOU,ZHEIBIANHUICHIXUBANGNINGENJINXINXI”

      示例二:“为什么物流突然不更新了”

      (1)JIEXI:GAIWENTIDIANWEICANGKUYIJINGFACHU,QIEYOULEWULIUGENZONG,DANSHIZHONGTUDUANXUWUGENZONG,YINGDANGHESHIKUAIDI,SHIFOUWEIDIUJIANHUOZHESHIYILOUQIZHONGZHUANCANGHUOZHESHIWULIUXINXIGENGXINYANCHI。

      (2)CHULIFANGSHI:“QIN,NINDEQINGKUANGWOMENYIJINGCHUBULEJIE,YIJINGZAIGENKUAIDIFANGMIANHESHIGENJIN,QINGNINNAIXINDENGHOUZHUYICHASHOUKUAIJIAN,HOUXUYEHUICHIXUWEININGENJIN”

      示例三:“我都没有收到货怎么就签收了”

      (1)JIEXI:GAIWENTIDIANWEICANGKUYIJINGFACHU,QIEWULIUGENZONGXIANSHIYIQIANSHOU。YINGDANGHESHIKUAIDIFANGMIANSHIFOUWEIKUAIDIYUANDAIQIANYIHUODAIQIANDIANDAIQIAN,HAIXULIUYIGUKEKUAIDISUOLIUDESHOUJIANDIZHI,SHIFOUWEIXIAOQU,XUEXIAO,DAIQIANDIAN,ZITIJUDENG,RANGGUKEYETONGBUJINXINGJIANCHASHIFOUDAIQIAN。GAILEIQINGKUANGFANKUIJIDAOKUAIDIFANG,KUAIDISIHUIZIXINGDIANLIANGUKEHEDUI。

      (2)CHULIFANGSHI:“NINHAOQIN,MAFANNINXIANZIXINGJIANCHAXIASHIFOUWEISHURENDAIQIANHUOZHESHIDAIQIANDIZHIBANGMANGDAIQIAN,WOMENYEYIRANGKUAIDIFANGHESHIPAIJIANKUAIDIYUAN,QINGNINZHUYILIUYIKUAIDIFANGMIANDEDIANHUAYIBIANJINYIBUGENNINHESHI,WOMENYEHUICHIXUWEININGENJIN“

      二、退换货

      ZHUFENCHANPINZHILIANGWENTI,FEIZHILIANGWENTI。GUMINGSIYIZHILIANGWENTIWEICHANPINZISHENYINSUSUODAOZHI,FEIZHILIANGWENTIJIWEICHIMABUSHI,CHUANZHEXIAOGUOBUJIA,BUXIHUANBUHESHIDENG。JIEJUEFANGSHIWEI:

      示例一:“收到了,但是有跳针脱线”

      (1)JIEXI:GAIWENTIDIANWEI,CHANPINZISHENWENTI,YAXIANYIHUOCHEXIANWEICHEHAOSUODAOZHI,YINGDANGRANGGUKETIGONGXIATUPIAN,SHENHESHIFOUYINGXIANGCHUANZHEHESHIFOUNENGZIXINGZHENGXIUHAO,JIANGDISUNSHI,CAIYONGPEICHANGJINEZIXINGZHENGXIUHUOZHESHIJIHUIGENGHUAN。RUXIA:

      (2)CHULIFANGSHI1:“QIN,NINHAO,JINGSHENHENINSUOTIGONGDECHANPINZHAOPIAN,BUYINGXIANGZHENGTIXIAOGUOE,XIANGXINNINDANGCHUGOUMAIYESHIYOUSUOXINDONG,WOMENZHEIBIANJININPEICHANGXIEJINENINZIXINGZHAOXUNCAIFENGDIANZHENGXIUXIAJIKECHULIHAOHA,NINKANKANZHEIYANGSHIFOUKEYINI?“

      SHANGSUHUASHU,CONGDANGCHUXINDONGGOUMAIJIADAGUKEZHENGXIUDEXINTAI,CONGERDADAOZUIDISUNSHIWANHUIGUKE。RUGUKEBUYUANJIESHOUCIFANGANYINGDANGCAIYONGJIHUIHUAN,BIMIANGENGDADESUNSHI。(TAOBAOSHOUHOUHUASHU)

      (3)CHULIFANGSHI2:“NEIQINQINWOMENCHENGDANYUNFEININJIHUIJIDAOWOMENHUANYIJIANXINDEJININ,ZHEICIHUIRANGCANGKUZHIJIANTONGSHIGENGJIARENZHENDEJIANCHAHAOZAIFACHUJININ,ZHEICIDUININZAOCHENGLEBUYUKUAIDETIYANWOMENGANDAOHENBAOQIAN,YEQINGNINJIDAOYIGEJIHUIWOMENGAIJIN“

      SHANGSUHUASHU,JIDAOGUKEYIGEWOMENZHENXINSHIYIWEIGUKEJIEJUEWENTI,ERBUSHITAOBIZEREN,YECHENGNUOGUKECHENGDANYUNFEIJIHUIGENGHUAN,ERQIEHUIGENGJIAXIXINJINZEDEJIANCHAZAIFACHU,CONGERWANHUIGUKE。

      示例二:“收到了,尺码不适合”

      (1)JIEXI:GAIWENTIDIANWEIGUKEGERENYUANYIN,CHIMABUSHIHE,YINGDANGCAIYONGGENGJIAXIZHILEJIEGUKECHANPINSHIDALEHAISHIXIAOLE,LEJIEGUKESHISHENMEBUWEIBUSHIHE,CAIYONGJIHUIGENGHUANCHIMAHUOZHESHIZHUANZENGZHUANSHOUTAREN,JIANGDISUNSHI。

      (2)CHULIFANGSHI:“QIN,NINSHIJUTINAGEWEIZHIBUHESHINI?CHANPINNINSHISHOUDAOLEXIANGXINDUIWOMENDEPINZHIYEYOULEYIDINGLEJIE,KEYIZHUANZENGZHUANSHOUTAREN,DOUSHIBUCUODEHA,WOMENSHOUHOUFUWUHAIYOUTIGONGHUANHUOE,HUANYINGTIGONGRENHEYIJIAN,WOMENCAIHUIZUODAOGENGHAODEGAIJIN”

      示例三:“我不想要了,退款吧”

      (1)JIEXI:GAIWENTIDIAN,GUKEYIQIANGDIAOBUXIANGYAOLE,SHOUYAOYINGDANGCAIYONGLEJIEGUKESHISHENMEYUANYINBUXIANGYAOLE,RUGUKEYIJIANYIJINGHENQINGXIMINGLEYAOQIUTUIHUO,BUYUANJIESHOUQITADEHUANHUOFANGFA,YINGDANGSHIDANGBIAOMINGQIANYIJIRANGGUKETUIHUO,BIMIANYINQIGUKEDEFANGAN,ZENGJIAGUKEDEXINRENDU,ERBUSHIXIAOJIBEIDONGCHULI,BUDANWUFAWANHUIQIEYIYISHANGSHIQUGUKE。

      (2)CHULIFANGSHI:“QIN,DUICIGANDAOSHIFENDEYIHANYUKEXI,RUGUONINBUXIHUANDEHUAMAFANJINKUAITUIHUIJIWOMENE,FANGBIANWOMENJINKUAIJININCHULIXIATUIKUANSHIXIANG,YEHUANYINGNINXIACIGUANGLIN,WOMENYEJIANGBINGCHIREQINGTAIDUWEININFUWU”

      三、退款

      SHOUHOUYINGDANGBUDINGSHIDELIULANHOUTAITUIKUANSHENQING,JISHIGENGUKEWANGWANGHUOZHESHIDIANHUALIANXI,HESHIGUKEDEZHENSHIYIYUANYIJIDUICHANPINDEHUIKUI。XUZHUYIDESHITUIKUANSHENQINGLIYOU,RUSHENQINGQUEHUO、WEIANSHIFAHUO,YIDANTONGYIDOUXUKOUQUDINGDANJINEBAIFENZHISANSHIJINE,CILEIXUYAOHESHIKUCUN,DINGDANFAHUOSHIJIAN,YIHUOGENGUKEXIESHANGHUANLIYOU,BUKEMANGMUJUJUENUHUAGUKEQINGXU。RUSHENQINGJIAHUO,FAPIAOWENTIDENGDOUBUKETONGYI,XUYAOGENGUKEGOUTONGYUANYIN,XIESHANGXIUGAISHENQINGLIYOU。

      四、维修

      (1)JIEXI:JIXIELEI,SHIPINLEI,XIEBAOLEIDENGZIXUNWEIXIUJIAODUO,DADUOWEIGUKEBENSHENSHIYONG,BAOYANGBUDANGDENGZAOCHENG,SHOUYAOGENGUKEHESHI:

      1)DINGDANSHIFOUHAIZAIBAOXIUFANWEINEI

      2)RANGGUKETIGONGZHAOPIANCHUBUHESHISHIFOUNENGWEIXIU

      3)QUERENWEIXIUFEIYONGCHENGDANFANG

      DADUOSHUWEIXIU,GUKEQINGXUHUAJIAOZHONG,QINGKUANGDAZHIFENWEI(SUNSHIJINEJIDAOGUKEWEIXIU,HUOZHESHIJIGUKECHOUMAYIDUNZAIBUHUIGUANGGU)RUWEIXIUFEIYONGJIAOGAO,JIANYIGUKEKEYIKANKANYOUHUIYIXIEDEKUANSHI,XIESHANGGUKEYONGWEIXIUFEIYONGZHIJIEZHONGXINZHIGOUXINDEKUANSHI。ZHEIQIZHONGZUIGUANJIANDEBIANSHITAIDU,TAIDUCHENGKEN,CHUBIANBUJING,QIEHUASHUSHIZHANZAIGUKEDEJIAODUJIANYI,CHENGSHILVHUIGENGGAO。

      (2)CHULIFANGSHI:“QIN,NINKANKANZHEIGEWEIXIUFEIYONGYESHIMANGAODE,QIEBUSHUOHAIHUIBUHUISHININZUICHUDEGANSHOUTIYAN,ZHEIGEFEIYONGLAISHUOYESHIBUZHIDE,NINKEYIKANKANXIANZAIDEKUANSHI,CHULEKUANSHIDUOYANGERQIEJIAGELAISHUOYESHIHENYOUHUI,NINKEYIKANKANKUANSHI,ZHONGXINZHIGOUYIKUANHUIBIZHIQIANYUANBENDEWEIXIUHOUDEXINGJIABIYAOGAO”

      如何解决售后问题的方法都告诉你们了,大家处理好问题后,还可以让顾客反馈意见,让顾客感觉卖家处理事情有始有终,这样一个皆大欢喜的结局,不是很好吗?

      本文标题:淘宝双十一售后话术双十一退换货怎么回复

      本文链接:http://giitu.com/article/172522.html