差評誰都有，唯我特別多。不知道大家有沒有這種感覺。差評的壞處這里不多說，相信大家都深有體會。
那么對于差評我們應(yīng)該如何有效的跟買家溝通并且讓他們移除呢？（提醒：內(nèi)容很長很繁瑣QaQ）

**首先：**
?關(guān)于title ： 亞馬遜默認(rèn)title VS 自己另寫title?

**亞馬遜默認(rèn)title ：**?
?1.第一封郵件 ：order information、refunds、returns等類似吸引人的選項。?

**另寫title ：**?
原則 ：?
?1.最好含有Free,Replacement/refund,item name,customer name,order ID--吸引客人打開，避免歸為垃圾郵件?
?2.小語種站點記得對應(yīng)語言 ，盡可能不要google?
?3.客人多次不回復(fù) ，試做標(biāo)題黨 ：Urgent Help.... A gift for.....?
?4.介詞以外首字母大寫?

**標(biāo)題example?**

A Free Replacement Car Jump Starter for Roy Cousin for Order?ID 202-3445268-5489146?

?

Remboursement complet de ?Booster ?Batterie pour ?Dali 404-4784579-8746718?

?

Ein ?kostenlose Starthilfe als ?Ersatz für Valentin ?Martin 303-4321018-0291539?

?

Urgent Help for Customer Mark 202-3450969-7906731?? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

?**關(guān)于郵件內(nèi)容**
?1. 自我介紹，寫信目的，簡述review內(nèi)容。?
?2. 弱化問題，強(qiáng)化意義和重視度。?
?3. 客人情緒激動或者問題嚴(yán)重時，轉(zhuǎn)換角色。?
?4. 舍不得孩子套不著狼。?
?
example 1---給客人去信 （第一封 ）?
?
Tsui Ying Wai ?
?
BAPB0349?

I finally had a try on this portable jump starter on my car (2006 Corsa SXI+) as I left my car for a ?long time and it doesn't start. I have followed everything on the instruction booklet and I am very sure didn't do any step wrong. The product went on fire after I connected it to my car battery, and i had to pour the water immediately!!!!! My car still doesn't work now and I have to see if there is any damage to the car battery. And the product was completely burnt and melted afterward, it was very dangerous. I will never buy this kind of product again!!!!?**（差評內(nèi)容 ）**

This is Jack, the customer service manager of Amazon seller- Bravo Tech**自我介紹**.?I am so sorry and shocked when I know this serious accident, I will handle this accident for you personally. I have contacted our supplier at once and asked them to check all items again at once to avoid the similar situation happening again?**（轉(zhuǎn)換身份 （問題解決者 ）**. I will follow up this problem until it is solved properly.—**提高重視度**?

?
Please don't worry, as a reliable seller, I would like to try my best to help you. I know your ?fingers had been?burnt, do you see a doctor? I hope everything goes well with you. I would like to issue the full refund for you as a compensation, is it OK??
?
Besides, as for your car, I don't know whether it is damaged, if you confirm the problems, just email me at any time, we will take this responsibility if it caused by our car jump starter. I hope you could feel our sincerity to help you to solve the problems.**表明負(fù)責(zé)立場，了解情況 ，提出解決建議（退款）?**
?
Meanwhile, I want to resend a new one for you and you don't need to return the defective one, would you mind trying it again? I will check the item carefully before sending out, if you use it following the instructions, I confirm it can work safely. If you agree, could you please help me to confirm the shipping address:**進(jìn)一步提出解決方案 （重新寄送）**
?
**example 2--求移除（第二封）**?
?
In order to solve the problem, I have re-sent a new one for you by expedited shipping so that you can receive it soon. Usually it takes 2-3 working days to delivery and I do hope you can receive it soon, I will offer a tracking number for you once it updates :) **（告知已經(jīng)重新發(fā)貨，多久可以到貨，并提供單號讓買家放心）?**

?Besides, if you are satisfied with our service, could you please do me a favor to remove the negative or change it to 4/5 stars for our _**_? the order ID is***. **（請求移除）**?

?I am a new comer in probation period, the negative review really has great influence to my working performance, I really need your help to pass the working evaluation in *** to keep my job, could you please help me? it is also a great encouragement for me to do better in the future, is it OK? ?**（進(jìn)一步把自己放在弱勢地位，表明差評對自己業(yè)績和工作的重大影響，博取客戶同情，請求客戶幫助，并表明以后將做得更好）?**

**Here are steps:** ?**（告知客戶移除步驟，基本就大工告成）?**

1. Log on to your?Amazon.it?buyer's account. ?
2. Click on the 'Your Account' link. ?
3. Scroll to the 'Personalization' section. ?
4. Click the link titled "Product Reviews Written by You". ?
5. You will be directed to a page where you can edit your reviews.?
Thanks in advance for your kindness to me.

**這里一定要把移除步驟寫上去，不然就白發(fā)了**
?
?
**避免中差review?**
?1.對情緒激動或者問題嚴(yán)重的投訴郵件設(shè)置待辦跟進(jìn)?（等客戶心情平復(fù)之后再跟進(jìn)）。?
?2. 客人滿意 ，給客人說能不能不要留差review?（雖然有不愉快的經(jīng)歷，但是在你的幫助下圓滿解決了問題，可以請求客戶不留差評）。?
?3.處理投訴郵件時也可以轉(zhuǎn)換角色平復(fù)客人情緒?（了解客戶問題，換位思考，并給出解決方案，讓客戶覺得你是站在他這邊的）。?
?
**Tips 友情提示?**
?
**1. 關(guān)于去郵件的頻率 ：**?
?很多客人在我們?nèi)チ说谝环忄]件以后不回復(fù)，或者解決了問題以后要他幫忙移除，就石沉大海。一般來說，可以1到3天去一封郵件，前2封可以先不換標(biāo)題，第三封可以換一下。?
?如果跟了3封郵件都沒回復(fù)，建議兩個星期或者三個星期再去跟一下，之前有一個月以后去跟回復(fù)并移除了的先例。?
?如果是求移除的郵件連續(xù)去了好幾封郵件都不理的話 ，可以換個類似Urgent Help等顯眼的標(biāo)題。?
?
**2. 關(guān)于重復(fù)去郵件的措辭**?
?尤其是第一封郵件，去一樣的顯得太過于敷衍而且客人也容易覺得我們騷擾，但是改的話感覺又沒什么好改的。?
?后面去的郵件可以說類似于“可能我們的郵箱沒有成功發(fā)送所以您沒有收到并回復(fù)我” ，“我想確認(rèn)是否您的問題解決沒有，因為之前沒有回復(fù)我的郵件”。。。?
?We are sure you are extremely busy and we j ust wanted to reconnect to see if we could be of any assistance to you.?
?I really wish to hear something from you about that. Your attention to that case is really important for us, any updating or comments from you is highly appreciated.?
?
**3.關(guān)于重發(fā)，退款小技巧**

重發(fā)最好用加急。?
在重發(fā)填地址的時候把客人郵箱填上 ，客人會收到跟蹤號。但是如果是跨國的就不要填了，因為客人收到的是別的語言的，會生氣，最好自己及時給客人提供。 **（發(fā)完之后就把重發(fā)信息，跟蹤號告知客戶，最好表明需要幾天時間，客戶心理有個預(yù)期）**?
重發(fā)、退款界面給客人截圖 ，掃除客人幫忙移除的后顧之憂。??? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?

?**4.關(guān)于求客人移除的時機(jī)和技巧?**

在幫客人重發(fā)或者退款了以后，可以適當(dāng)?shù)奶嵋幌乱瞥?，雖然當(dāng)時客人一般都不會移除，但是也有比較友好的客人會移除。但是這個時候，如果客人很生氣，就稍微提一下，說對自己很重要就行了，把移除過程寫上去。?
重發(fā)馬上求移除的還可以加上一句要客人不要擔(dān)心 ，如果replacement 或者refund有什么問題，我們也會及時跟進(jìn)，直到問題被妥善解決，消除后顧之憂。還可以帶一句如果你現(xiàn)在不移除我們也完全理解但是希望如果東西收到了沒有問題可以幫助我。**（表明解決問題的立場，換位思考，減少買家顧慮）?**
重發(fā)過要及時跟進(jìn)簽收，簽收以后就給客人去信問收到?jīng)]有，就可以很詳細(xì)的陳述對自己的工作的意義，希望他們幫忙移除。?
如果后續(xù)需要去多封郵件，不要完全重復(fù)，換標(biāo)題求移除等。告訴客人你是新人，這個對自己的工作表現(xiàn)很重要是我的常規(guī)說法。但是可以有些細(xì)節(jié)，比如星期四寫的這個郵件，就說星期五要工作考核 ；二十幾號寫的郵件，就說月底要考核 ；月初寫的郵件，就說月初要考核，不要讓客人一直拖**（表明對自己工作的影響，博取同情，一般你幫他解決好問題，都會很難拒絕你）**?
適當(dāng)黑領(lǐng)導(dǎo)___，說manager非常嚴(yán)格，這個差review是工作考核很重要的一個部分，如果這次考核不過，會失去自己的工作。**（體現(xiàn)弱勢地位，博取同情）?**
適當(dāng)賣萌 ，說自己是剛畢業(yè)的 ，這是自己第一份工作 ，特別希望可以做的更好 ，是否可以幫助移除。**（體現(xiàn)對你的意義）**
給移除步驟之前強(qiáng)調(diào)只需要1-2分鐘而且步驟很簡單。**（強(qiáng)調(diào)買家的簡單動作 ，對你的重大影響）**?

?
**5.撒潑打滾求移除參考模板?**?

Hello,?
This Betty again, from Amazon seller- Bravo Tech, so sorry for bothering you again.**表明身份**?
I am concerned whether you have received our replacement car j ump starter you. I checked the package was shipped by La Poste and it was delivered. Could you ?please tell me w hether it works well? Any problems, please email me at any time, I will try my best to help you.**（表明立場，是想確認(rèn)問題是否解決 ）?**

?

Besides, if you are satisfied with our service, could you please do me a favor to remove the negative for our car j ump starter? the order ID is 171-7676680-8779519.?**（表明請求 ）**


Besides, if you are satisfied with our service,could you please do me a favor to remove the negative or change it to 4/5 stars for our car jump starter,I am a new comer in probation period,the negative review really has great influence to my working performance,I really need your help to pass the working evaluation to keep my job,could you please help me?it is also a great encouragement for me to do better in the future,is it OK? **（表明請求和對你的重大意義）**?? ??

? ? ? ???

Your shopping experience is an important reference to other buyers, I would really appreciate it if you’d like to share your experience with other buyers.Besides, it is also a great encouragment for us to do better in the future, is it OK??**（表明對其他買家和自己的影響 ）**

? ? ? ? ? ? ? ? ? ? ??

Hope you could understand, I'm a 23-year-old girl,and this my first job,I wish I could do it better. I need to pass the working evaluation to keep my job,could you please help me? it is also a great encouragement for me to do better in the future,is it OK?b**?

?

Meanwhile,I can understand that you j ust want to give an honest review to our product.In fact, according to Amazon original intention, the Amazon customer review is an important reference for other buyer,it should reflect over shopping experience and customer service.I know that you are a little dissatisfied with our product,and we have refund for you as a compensation.And I do hope you can feel our sincerity to offer the best service for you.?**（強(qiáng)調(diào)亞馬遜規(guī)則，同時強(qiáng)調(diào)自己所做的事情以及幫助客戶的誠意）?**


最后當(dāng)然是希望大家不要太多出現(xiàn)這么多的差評,不然神仙也救不回來QAQ··· ···