第4章

售后沟通与服务

目  录

4

.

1

4

.

2

4

.

3

4

.

4

催促评价的方法

修改评价及收到好评的

沟通方法

纠纷处理总流程

纠纷开始前的处理方法

4

.

5

4

.

6

4

.

7

纠纷开启时的处理方法

纠纷升级为平台纠纷的处理方法

客户维护的方法

催促评价的方法

4

.

1

课程内容

买家收到货之后没有留

下评价

买家收到上述邮件10~15天

后没有回复评价

01

02

催促评价

不少卖家都以为宝贝卖出去，交

易就完成了，从而忽视顾客的评

价。其实不然，店铺要想留住顾

客，就要从售后开始！

一个简单的回复顾客评价行为，

往往能影响顾客的复购率以及新

顾客的购买率。

01

买家收到货之后没有

留下评价

买家收到货之后没有留下评价

有些买家甚至不知道怎么给评价，卖家可以及时和买家进行沟通，告诉他评价

的步骤也无妨。

有些买家收到货物后不管产品质量好不好一律不给评价，那么卖家可以去委婉

地催下买家给予评价。

买家在收货后，卖家可以主动发询盘和邮件咨询货物是否符合自己的需要和期

待。有时主动催一下客户反而使得客户对卖家更有信任感，回头率也能提高不

少。

买家收到货之后没有留下评价

Dear buyer,

Thanks for your continuous support to our store, and we are striving to improve

ourselves in terms of service, quality, sourcing, etc. It would be highly

appreciated if you could leave us a positive feedback, which will be a great

encouragement for us. If there's anything I can help with, don't hesitate to tell

me.

Best Regards

(Your name)

Sample 1

Dear buyer,

Could you tell me if the item has been successfully delivered to you? If you get

it, we sincerely hope you will like it and be satisfied with our customer services.

If you have not got it or got it but have any concerns, please don't hesitate to

contact us. We would like to do whatever we can do to help you out.

If you don't mind, please take your time and leave us a positive comment,

which is of vital importance to the growth of our small company.

Please DO NOT leave us negative feedback. If you are not satisfied with our

products, please contact us for solution.

Thank you so much.

Yours Sincerely

买家收到货之后没有留下评价

Sample 2

02

买家收到上述邮件10~15天

后没有回复评价

买家收到上述邮件10~15天后没有回复评价

在卖家发邮件提醒买家评

价后10~15天，买家对评价

一事置之不理，卖家可以

再发邮件进行催促，特别

是将店铺的链接或者是产

品名称列出来明确提醒买

家。

买家收到上述邮件10~15天后没有回复评价

Dear buyer,

Thank you for buying shoes from us on April 23rd. We hope that you are satisfied with your

purchase. The details for your purchase are as below:

Item Name:

Item Number:

Total Deal Price:

If you are satisfied with your purchase and the services provided, please do spare some

time to leave positive feedback for us.

Your positive feedback is essential to the development of our business. If you have any

problems or concerns about your purchase,please get in touch with our customer service as

soon as possible and we will do everything we can to help.

Thank you again and we look forward to seeing you again soon.

Yours Sincerely

(Your name)

谢谢大家