亚马逊客户服务的案例分析
本案例中的亚马逊卖家发错产品，客户在发现问题后提出投诉。卖家及时查清问题所在，积极主动地进行沟通，最终卖家和客户达成一致，纠纷得到妥善处理。
1.客户投诉
卖家是亚马逊平台上的一家餐具店，客户在网上发现运送的餐具印花发错了，立即在亚马逊上对卖家提出投诉，具体情况如下。
Return Requested for order XXXXXX
发件人：XXX(亚马逊平台)
已发送：2017年9月5日星期二14:00
收件人：XXX(客户服务人员)
订单编号：XXXXXX
Dear XXX(客户服务人员)，
This email is being sent to you by Amazon to notify and confirm that a return authorization has been requested for the item(s) listed below.
Please review this request in the Manage Returns tool in your seller account. Using the Manage Returns tool, please take one of the following actions within the next business day.
1.Authorize the customer's request to return the item.
2.Close the request.
3.Contact the consumer for additional information (through Manage Returns or the Buyer-Seller Communication tool).
XXX(客户服务人员), the information below is confirmation of the item(s) that you have requested to return to XXX. No additional action is required from you at this time.
Order ID: XXXXXX
Item: XXX
Qty: 1
Return reason: Wrong item was sent.
Customer comments: I can’t believe it. The set of cups have not the same print as what I told the seller. I love that print I have chosen, and want to exchange for it.
Request received: September 5,2017
Sincerely,
Amazon Services
2.卖家客户服务与沟通
卖家通过在仓库查货，发现客户服务人员在和客户沟通的时候因为粗心弄错了印花编号，导致发错印花产品。卖家第一时间向客户道歉，主动提供多种解决方案，供客户选择，具体情况如下。
关于：Return Requested for order XXXXXX
发件人：XXX(客户服务人员)
已发送：2017年9月5日星期二21:38
收件人：XXX(客户)
订单编号：XXXXXX
Dear XXX(客户)，
Sorry for the trouble.
Here is how we possibly make up for your loss.
1.No returning the item, and a 60% claim code.
2.No returning the item, and refunding 40% of your payment.
3.Returning the item and refunding all your payment.
Tell me your satisfactory choice please. If you find none, please tell us what your suggestion is. Thanks.
XXX(客户服务人员)
3.解决投诉
感受到卖家的真诚态度，客户接受了第一种方案，决定用折扣码再次下单购买他喜欢的印花茶杯。解决投诉的详情如下。
Re：关于: Return Requested for order X XXXXX
发件人：XXX(客户)
已发送：2017年9月6日星期三11:25
收件人：XXX(客户服务人员)
订单编号：XXXXXX
XXX(客户服务人员),
I would like to choose the first solution, since I am still thinking of the print that I like most. After receiving the code, I will buy a set of cups with the print.
Now, I am looking forward to getting the code. Thank you.
XXX(客户)
卖家立即提供了折扣码，承诺在客户下单之后立即发货，并强调发货之前一定认真检查，详情如下。
关于：Return Requested for order XXX
发件人：XXX(客户服务人员)
已发送：2017年9月6日星期三 13:01
收件人：XXX(客户)
订单编号：XXXXXX
Dear XXX(客户)，
Here is the 60% claim code(HTCB-AD73TB-L2M1TF).
We will send you a set of cups with that print (coded X X X) as soon as you place your new order.
Thank you.
XXX(客户服务人员)
4.案例分析
在本案例中，卖家对待客户投诉的态度非常积极主动，第一时间回复客户，在确认问题属实之后立即真诚道歉，并提出三种补偿方案供客户选择，不仅挽留住了客户，还为本店带来了新订单。除了得到之前发错的印花杯子之外，客户最终也能以优惠的价格买到心仪的印花杯子，获得了满意的购物体验。
