如何避免客户投诉及处理投诉的方法

没有卖家愿意收到客户投诉，最好的办法就是防患于未然。花些心思和精力管理店铺，能避免很多投诉。当然，有时投诉也难以避免。

那么如何避免投诉，以及消费者投诉后怎么写邮件解决呢？风口星网根据外媒报道，整理如下。

客户为什么会投诉？首先要明白，客户投诉是因为不满意。若未满足消费者预期，他们就会抱怨。购物时，很多事会让消费者不满，比如订单未按时到达、产品页面混乱等，多种情况都可能引发客户抱怨。卖家要做的就是尽量减少这些情况，为客户提供流畅服务。

造成客户不满的最常见原因：

1、配送和库存问题：“我的订单呢？！”准时安全送达客户订单至关重要。消费者对订单满怀期待，若不知确切送达时间，很容易不满进而投诉。所以卖家首先要提供运单号，方便消费者实时了解订单配送情况，降低投诉几率。如果通过USPS发货，可利用Order Status里的地图提供实时状态；若是其他配送方式，可用Tracktor这个app，它支持全球数百家快递商，能在Order Status页面添加配送信息和实时地图。另外，没有库存也是导致消费者不满的问题。若有Shopify商店，可用Out of Stock Notifications这类app，商品有库存时会给消费者发消息。还有用Visibility Manager和Wipeout这些app，商品售完会自动隐藏商品。

我觉得在如今电商竞争激烈的环境下，配送和库存问题处理不好真的很容易流失客户。像之前就有不少电商因为配送延迟导致客户大量流失。最新相关新闻信息显示，某知名电商平台就因为配送问题被消费者集体投诉，口碑严重受损。

2、产品图片和描述不符：“尺寸错了！”假设消费者苦等七八天，收到货却尺寸不合适，那就糟糕了。若商品外形、尺寸与消费者想象不符，他们很容易不满。卖家最好如实、清晰描述产品，展示其在现实中的样子。尺寸、材料和尺码表等准确信息能让消费者对产品有确切概念，如实描述可建立与消费者的信任。货不对板也会让消费者不满，导致投诉、退货，消费者有了这种糟糕经历，可能就不会再光顾店铺。假如产品吸引了消费者，评论能推动他们最终下单。卖家可在产品页面添加消费者评论，比如Shopify的卖家可用Product Reviews和Yotpo这些app在产品页面添加消费者评价，接入社交媒体评价可用Like2Have.it这个app。

怎么处理消费者投诉？这里有三个模板：

尽了最大努力仍有投诉？别慌，记住：消费者投诉意味着在找解决方案，处理投诉是卖家的责任。下面提供三个模板：

1、首先要积极回复，让消费者知道你关心其问题，还可提供优惠券吸引下次光顾：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、解决方案要迅速积极，在回复邮件里提供解决方案，且语气要感同身受，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、有时自己可能没有好的解决方案，那就让消费者提出补偿要求，让他们知道你已了解问题：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] （编译/风口星网 张凯燕）