收到差评是不是感觉很委屈？确实能理解你的心情，好不容易选了一款好产品， 找了合适的供应商，上架亚马逊，现在出了一个差评，对销售和转化都非常有影响。研究表明，12个好评才能弥补一个差评带来的伤害！那么面对差评，我们应该如何处理及应对呢？
工具/原料
AMZFinder工具
一、找到负面评价订单
1、有人可能会说，亚马逊都已经隐藏了买家ID和买家的联系方式，我根本不知道我的负面评价是谁留的。确实，现在找差评使用手动的方法已经完全不行了，需要借助第三方工具。推荐使用AMZFinder，这款软件能将评论与买家订单号匹配起来，你就能知道是谁给你留了负面评价，及时找到并联系他们。
二、邮件回复客户
1、尽管你收到负面评价的时候很委屈，但是你在写邮件的时候一定不能带着负面情绪。要保持同情心，冷静和正确的心态，试着从客户的角度出发理解问题，帮助他们解决问题。下面我给出一封可以让客户满意的邮件模板：Dear [CUSTOMER],Thank you for purchasing with us.I would like to personally apologize for your experience with our [PRODUCT]. We strive to offer the 100% satisfaction for all our customers and will do whatever it takes to make you happy.We would be happy to send you a replacement or issue you a full refund. Please contact us directly at [YOUR EMAIL] to resolve this issue for you.Thank you for giving us the opportunity to make this rightSincerely,[YOUR NAME][YOUR BUSINESS]千万不要在评论里提到退款/换产品来要求客户移除差评或者改为好评，这样是违反亚马逊规定的，而且也很容易让客户生气！
三、利用好邮件模板在根源上避免负面评价
1、虽然有时候能找到差评订单联系上客户，但是客户却不愿意给你修改评论，甚至向亚马逊举报你，这样对你的亚马逊店铺运营是非常不利的。所以我们需要在根源上就避免负面评价的产生。这件事情通过邮件模板就可以轻松完成，我建议在三个阶段和用户取得联系并附带了相应的邮件模板：电子邮件＃1：交付确认发货后立即发送，以确保产品安全到达。如图所示Subject: Your Product Has Been Shipped!Hi [NAME],Thank you for ordering our [PRODUCT NAME]. Your order is on its way, and you should be receiving it shortly. You can track your delivery here: [ORDER LINK]We’re a small business, and we make great effort to keep our customers happy. Therefore we want to ensure you are 100% happy with your product.So once your order arrives, please let us know if you have any questions or if there are any problems with the product. We’ll be sure to address any issues as soon as possible.In the meantime, let us know if you have any concerns. Best Regards,[NAME][BUSINESS NAME]
2、电子邮件＃2：产品跟进发货后3天发送，以查看客户是否有任何问题以及是否对产品感到满意。这时候可以提供有关产品的说明书。如图所示Subject: Got Any Questions About Your [PRODUCT]?Hi [NAME],Thank you again for your purchase! We noticed that your product was delivered a few days ago, and wanted to check if you had any questions or concerns?If you experienced any problems, just reply to this email today and we’ll make it right.We’ve put a lot of effort into creating [PRODUCT NAME], and we really hope you enjoy it. To help you get the most out of it, we’ve put together a few accompanying [TIPS/RECIPES/GAMES/ETC].You can find them here: [LINK TO TIPS]If you are happy with your purchase, I’d really love it if you could leave us your feedback here: [FEEDBACK LINK]Best Regards,[NAME][BUSINESS NAME]
3、电子邮件＃3：感谢用户购买并请求好评发货后7天发出。再次，询问客户对产品的满意程度，看下客户是否能给你留个好评。如图所示Subject: How Are You Enjoying Your [PRODUCT NAME]?Hi [NAME],It’s been around a week since you got your [PRODUCT] and we just wanted to check in and see how you were enjoying it?Again: If there are ANY issues, just reply to this email and we’ll make it right.But if you’re happy with your product, I’d like to ask a quick favor. As a small Amazon seller, we heavily rely on reviews. And I’d really appreciate it if you could leave us one here: [REVIEW LINK]It should only take a couple of minutes, and it’d really make a huge difference for us.We deeply value your honest feedback.Thank you!Best Regards,[NAME][BUSINESS NAME]当然这三封邮件自动发送即可，这里也推荐大家使用AMZFinder的自动索评功能，每月可以免费发500封邮件，对于刚起步的卖家来说挺不错的。最后希望大家都能多收获好评！
