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很多亚马逊新手卖家都对于撰写回复客户移除亚马逊差评的邮件感到十分烦恼。本文将以实例说明并附上回复亚马逊客户差评的邮件模板,供更多的新手卖家参考,同时也可以让老手卖家修正自己的模板。当然,这些模板并非一刀切,而是需要根据实际情况进行调整。
接下来我们先看看如何回复移除差评(Negative Feedback)。
主题部分要尽量简单直接,让买家一目了然。内容部分,可以要求买家提供 SKU / ASIN 信息,以便查询。首先要表达歉意,并表现出积极处理的诚意,最后再感谢买家给予改进的机会。以下为参考模板:
电邮主旨：Regarding your AMAZON.COM order feedback with 店铺名称
Dear Customer,
You recently left us a negative feedback regarding your order placed with 店铺名称 on AMAZON.COM. We are sorry about the inconvenience.
Please kindly provide us with the SKU number under the bar code label on the item packaging or on the box or plastic wrapping the item was in. Please let us know exactly what's the model of your device and we will look into this matter.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Sincerely yours
店铺名称 Customer Service Team
接下来我们看看如何回复负面评论(Negative Product Reviews)。
主题同样要简单直接。首先要感谢买家花时间留下评论,不管是好评还是差评。然后表达对差评的歉意,并说明具体的改善方法,如提供退款等。最后要展现客户服务的诚意,让买家感受到自己的意见受到重视。千万不要和买家商量"退款换好评"这种做法。以下为参考模板:
电邮主旨：Regarding your Amazon Product Review
Dear Customer,
Thank you for your purchase and taking the time to write a product review. We are terribly sorry to hear the product you received is defective and would like to know if we can send you a free replacement or assist you with a refund.
Customer reviews is important to us and we value your response. All responses will be used to further improve the quality of our service and products.
Please let us know how we may assist you to resolve the issue you have experienced.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
Sincerely yours
店铺名称 Customer Service Team
明天我们会接着分享--亚马逊差评回复技巧－亚马逊老手卖家高超话术 (Negative Feedback)
