36小時,eBay賣家把7個差評改為好評
?看到一篇賣家分享修改差評的文章,雖然這位賣家一直在使用典型的中國式英語在和買家進行交流,但是絲毫沒有影響到溝通的效果。其實也有很多賣家反饋,真誠善意的溝通反而能收到意想不到的效果。這位賣家分享了一些溝通上的細節和技巧,希望大家能有所收獲。
昨天早上,8:30, 打開電腦,慣例先看FEEDBACK, 情況不妙,同一個買家給了7個差評,EBAY四年從未遭遇過這等事,但是并未晴天霹靂,因為四年的EBAY戰斗,歷練了今天的淡定。
看看買家是來自希臘,翻翻買家留給賣家們的反饋此前都是好評,唯獨最新的7個負評是留給我的,說明還是一個不錯的買家。
8:40, 希臘正值半夜,估計馬上寫信給買家也不會得到立即回復。
10:30, 處理完其他買家的郵件和瑣碎事情,開始關注該買家,買家的反饋是:
Nothing received almost 2 months after payment sent. Not responding to my emails
發貨記錄顯示他還是一個回頭客戶,這是6月7日的一個掛號件,根據希臘郵政的跟蹤信息判斷(其實是沒看懂希臘文,靠猜測的),該包裹可能已經被返回。但是買家從未寫信給我啊,大喊冤枉,于是寫了一封長長的郵件,并且加上了全家福照片(記得,這是殺手锏):
Dear friend,
Good morning, my eBay shop ****, my name is **x.
I saw you left me the feedback.:
Nothing received almost 2 months after payment sent. Not responding to my emails
Please check the traking number RT128026473HK, First Class Registered Airmail.
Tracking information:
2012-06-08 09:29:30 Electronic Information added by sender
2012-06-08 10:22:00 Electronic Information confirmed by sender
2012-06-08 21:50:18 Arrived at Espeed Post
2012-06-08 21:51:04 Being processed by Espeed Post
2012-06-10 16:06:53 Posted through Hong Kong Post
2012-07-18 (RT128026473HK) arrived at delivery office on 18-Jul-2012.
2012-06-18 04:12:46 Αντικε?μενα σε Συσκευασ?α ΚΔ ΑΕΡΟΔΡΟΜΙΟΥ
2012-06-18 04:16:10 Αποστολ? Συσκευασ?α? ΚΔ ΑΕΡΟΔΡΟΜΙΟΥ
2012-06-18 23:39:02 Αντικε?μενα σε Συσκευασ?α ΚΔ ΑΘΗΝΑΣ
2012-06-19 03:47:39 Αποστολ? Συσκευασ?α? ΚΔ ΑΘΗΝΑΣ
2012-06-19 04:41:03 Παραλαβ? Συσκευασ?α? ΚΔ ΑΘΗΝΑΣ
2012-06-19 06:34:39 Αντικε?μενα σε Συσκευασ?α ΑΜΠΕΛΟΚΗΠΟΙ (ΑΘ 15) (Δ)
2012-06-19 07:57:08 Προ? Επ?δοση ΑΜΠΕΛΟΚΗΠΟΙ (ΑΘ 15) (Δ)
2012-06-19 09:26:06 Αντικε?μενα σε Συσκευασ?α ΑΜΠΕΛΟΚΗΠΟΙ (ΑΘ 15) (Δ)
2012-06-19 13:04:09 Αποστολ? Συσκευασ?α? ΑΜΠΕΛΟΚΗΠΟΙ (ΑΘ 15) (Δ)
2012-06-19 14:18:27 Παραλαβ? Συσκευασ?α? ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
2012-06-19 14:21:40 Αντικε?μενα σε Συσκευασ?α ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
2012-07-06 10:00:00 Επ?δοση, ΕΠΙΣΤΡΟΦΗ ΣΤΟΝ ΑΠΟΣΤΟΛΕΑ ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
2012-07-06 10:40:21 Προ? Επ?δοση ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
2012-07-06 13:46:39 Αντικε?μενα σε Συσκευασ?α ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
2012-07-06 13:53:14 Αποστολ? Συσκευασ?α? ΤΑΧ.ΓΡ.ΑΜΠΕΛΟΚΗΠΩΝ
Greek postal tracking website:
http://212.205.82.71/trackandtrace/
I do not know the Greek language, but I know that the parcel had trouble, please help me to check the tracking information, I can for a full refund to you.
About your "Not responding to my emails", very strange, I never received your e-mail or eBay message, my email [email]**@**.com[/email], my eBay ID **, help me please check these.
You are my old customers, this is your the second order. I can understand your mood did not receive parcel two months.
Very sorry for the inconvenience caused you.
Wish you and your family happiness.
Lily
這些中式英語估計初中三年級都可以閱讀,但是,關鍵在于真誠。
發送了郵件之后,感覺不對勁,買家明明說是發送了電子郵件,于是按照買家的EBAY注冊郵箱地址在FOXMAIL里搜索,沒有啊。
再用買家的PAYPAL郵件地址搜索,乖乖啊,在垃圾郵箱里真的有買家三天前發送來的一個郵件,標題非常像EBAY的自動郵件,被我給忽略了。于是驚慌了,如此賣家不回郵件,如果我是買家我也會留差評,馬上退款$92給買家(其實,我也感覺到物品可能已經回到香港了),然后又寫了一個郵件給買家,并加上了FOXMAIL 垃圾郵箱的截圖,證明是軟件的錯。
Dear friend,
I finally found your e-mail, it was placed in my spam folder, I'm very sorry, this is the fault of my email software, it is also my fault, I did not carefully check the email.
Although I do not understand the Greek language of the Greek postal service tracking information, I still fully refunded money to you, because this is my fault.
Ten minutes later, check your PayPal account, $92.16 full refunded to you.
I'm very sorry.
Have a nice day.
**
寫到這里,我不急于讓買家給我改差評,否則可能會適得其反。剩下的只有等了。
時鐘滴滴答答到了下午3點,沒收到回復的郵件。
晚上陪兒子下了一盤圍棋,一個三十多歲的人與一個5歲半的小孩下棋,結果只有一個,勝了。
今早迫不及待收郵件,沒有該買家的回復,挺失望的。安慰自己,可能買家剛好外出了。
處理完其他處理完其他買家的郵件和瑣碎事情, 又寫了一個郵件:
Dear friend,
Good morning, have you receive the refund money? please check your PayPal.
If you are urgent need of these items, I can use EMS / DHL express send you for free shipping.
I am a electronic engineer, engaged in design work for 15 years. circuit design, PCB design and MCU firmware.
my husband is audio AMP engineer, design circuit and PCB. we have never deceived anyone, you can browse our buyers feedback record.
I very much regret not timely find your e-mail, not timely reply to a message is our fault, I will be replacing the "FOXMAIL" software, hope that the future will not misjudge.
I hope to give us a chance to make up for our negligence.
Thank you very much
**
在此說明,我是男的,賬戶是我老婆的,所以我就以我老婆的名義寫郵件,幾年的經驗證明,以女性的名義發送電子郵件,買家修改差評的機率比較大。
再等。。。。。。。。。。。
今天中午12:00, 收郵件,又是失望中。。。。。。。
下午3:00, 買家終于回復了一個郵件:
Dear **, I am very sorry for the situation we are engaged.
As you did not reply to my emails I decided for the first time in my ebay history to leave negative feedback.
Now, after your explanation and money refund, I recognize that you are a very honest seller.
Please let me know what you would like me to do in order to cancel the bad feedback i left for you.
Next time send the tracking number to your customers, as they can resolve such issues locally.
I'll contact the custom office personally and if the parts are still here, (I believe that they are on the way back to you), I shall sent the payment through paypal again.
I am also an electrical engineer and I have 2 daughters.
I am very glad to buy from you, and I wish you best luck in the future.
Best regards
**
馬上,迅雷不及掩耳,7個修改評價的反饋發送過去了:
同時一封郵件給買家:
Dear friend,
See your reply, I am very happy, my tears started to flow out.
We have always believed: honesty and kindness, will bring us more happiness.
You say right, I will develop a software to automatically upload tracking numbers to eBay, so buyers can see real-time tracking information, within the next month, I will resolve the issue.
SEVEN "Request Feedback revision" sent to you, you can read your eBay message to change, total SEVEN message,
please sign and approve SEVEN.
I feel very excited, My husband sat next to me, he comforted me.
Thank you very much,
**
再等。。。。。。。。
30分鐘,看看,買家沒改。
再等
30分鐘,依然沒改。
再等
28分鐘,EBAY自動郵件7封,馬上激動,查看反饋,全改為好評。
寫到這里,兒子已經喊我吃飯了(其實52分鐘前已經喊了一次,估計現在要去洗碗了,我還是堅持要寫完)。
明天繼續吧,寫一些關鍵的教訓和反思。
****************************************
Good morning, 又一個新的太陽升起。
買家修改了評價,切記不要馬上拉黑,永遠斷交了。否則將會失去一個回頭客和一個朋友,而且也會讓買家感到世態炎涼,否則以后再有人要改評價就不好辦了。
買家修改后又給我寫了一封信:
Dear **,
I have already revised my feedback to possitive, as requested.
I am glad I could help.
I am going to be on summer vacation, from Aug.06 until Aug.27.
When I am back I shall reorder everything.
**
20分鐘前,我又回了一封信:
Thank you my friend,
I want to go to the Greek Aegean coast vacation, but I do not have enough money, I will continue to work hard for this dream.
Wish you a happy summer vacation,
Thank you very much, again.
**.
其實大部分西方人比中國人更會表達感情,如果你動之以情(不是勾搭愛情),曉之以理,比與某寶的買家更容易溝通,但是往往可能是由于時間的差異和溝通的技巧不夠,喪失了很多的修改機會和商機。
現在寫一些正經的經驗分享吧。
這個是有運氣成分的,你應該慶幸你碰到的不是極品,
坦白的說,80%的中差評都被我給爭取過來了。在中國做EBAY, 各種條件制約,如果你保證100% FEEDBACK好評其實是非常困難的。但是我做到了100%(EBAY的約等于計算),這主要是靠我真誠的中式英語溝通。
過去12個月,約15000單,直到當前累積了7個中評和一個差評,其中這一個差評是真的遇到了極品了,以色列的,前年7月給了我兩個差評,去年8月換了ID又給了我一個差評,溝通20封信無效,這就是極品,但是未退款給他。
收到了差評,先不要上火,否則會吃不下睡不著(這是當年經歷過的),首先分析差評的原因,如果確信是自己的原因,不要再扯皮了,直接退款,馬上發信息溝通解決問題。如果你不能確定是誰的問題,就先溝通。
溝通方式:EBAY MESSAGE + 電子郵件(EBAY和PAYPAL注冊郵箱),
EBAY和PAYPAL, 許多買家使用兩個注冊的郵箱,記得抄送。
三管齊下,免得買家永遠發現不了你的郵件。
如果外語口語還可以,建議直接打電話,客氣的詞多用點,沉得住氣。但是切記時差,不要讓客戶有午夜兇鈴的感覺。(這個方法我沒試過,我口語特拿不上桌)
第一個郵件要一定要平和,不要馬上請求買家修改差評,要先詢問原因,并且盡量多敘述你的一些解決方案,讓買家感覺到你是一個負責任的賣家,順便祝愿他們的家庭幸福美滿,最后在郵件的下方插入一個你的家庭照片,關于家庭照片這一說,我10試8準,基本都會得到買家的回復。
家庭照片,你可以拍一個三口之家的,有其樂融融的家庭氣息的照片。本人相貌一般,青春痘較多,我干脆在百度里抓了一個,但是我擔心哪天做大了客戶來參觀咋辦?
曾經有一個買家這樣回復我,多可愛的孩子,多溫馨的家庭,但是你仍然打動不了我的心。
但幸運的是,最后溝通的次數多了,還是修改了差評。
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