直接进入正题

通常我们收到差评 (Negative Feedback) 时，

第一个念头就是想要自我防御，

快速完成 差评回复 的苦差事。

即使我们试着掩饰对评价者的不满，

却藏不住对他的轻视。

最糟的莫过于成为一个心胸狭隘的卖家，所以请做正确的事。

务必在亚马逊做出体贴、专业又谦虚的回应。

虚心接受批评，态度亲切且适时响应。

差评回复 技巧如下

如何回应 Pressor 1：

作为主导者，你可以轻易忽略这个评价者。

然而，你应该暗示他，很遗憾商品配送流程不如他期待的优质。

那么他的意见就会被解读为是个人偏好的问题。

比起个人偏好，当你更能接受批评时，你听起来会是不求回报的。

 例：Hi Pressor 1, we are very sorry that we were not able to meet your expectations for shipping we are currently trying to implement tracked shipping that will be available for all of our shipments. Please continue to se our service, and allow us a grace period to make this transition due to our large inventory. If you feel satisfied with everything else please reconsider the negative rating you've given us. And if we can be of any further assistance, please let us know as soon as possible. Thank you!

如何回应 Wendell：

你必须迅速作出响应。

关键在于时间，简要地强调你已经在处理他的问题。

例：Be quick to check orders that have not been fulfilled

Dear Wendell, we're sorry it was never delivered. We will check our system immediately and respond to you promptly.

Though it may not be your fault, be willing to accommodate customers

如何回应 Katherine：

坦白承认错误，负起管理与客户服务疏失的责任，

提供机会做出修正并重新建立商务关系。

最重要的是，及时的回应将为你的企业树立一个有利的形象，

因为大部分的抱怨都能透过更好的沟通与客户服务来解决。

使用一些管理工具，你就能更有效率地整合、分类与管理回馈，

产生更好的处理结果。

 例：Hi Katherine, we're sorry that you seemed to get the run-around. Often we suggest checking with the post office because a large portion of the shipping errors occurs there. It's a mistake on our part for not offering you a replacement. We are more than willing to try to resolve this bad experience for you at the earliest Please let us know if you would like a replacement. Thank you!

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