Day29丨速卖通运营之一大波客服沟通软模板来袭，助你向金银牌卖家靠近！-天涯论坛

j8typz 发表于 2024-8-27 05:02:00

Day29丨速卖通运营之一大波客服沟通软模板来袭，助你向金银牌卖家靠近！

<img src="http://mmbiz.qpic.cn/mmbiz/q6MDdbnB6CwwoloPSpcmTXwyicRibC0t7OkS8JAnCz4P857nNfFgeVnibZl3N38uWJPWk0qIECboDJicg7BrNX1arw/0?wx_fmt=gif&tp=webp&wxfrom=5&wx_lazy=1" style="width: 50%; margin-bottom: 20px;">
导读：“1000刀”是CSS跨境电商服务平台2016年春季重磅推出“日销1000刀”培育计划，由CSS平台事业部的账号运营团队将新账号从申请到实现日销1000刀的运营日志整理播报——在《亚马逊新账号90天从0-1000刀／天》操作实况播报中，Bella女神以日销2377刀的成绩圆满收官，在《eBay新账号90天从0-1000刀／天》的操作实况播报中，Aimee女神以1560刀的成绩圆满收官。此刻是《速卖通新账号90天从0-1000刀／天》的操作日志发布中，期盼CSS平台的诸位卖家用户从中get所需要的，并能更好更快更方便地实现跨境电商之梦。
<img src="http://mmbiz.qpic.cn/mmbiz/VlJFI3yWDibpu1umDibLNvEuVjdzP6K0vTcZicD2sbF2KBMTDpzqfwkObFiadQx9mD4E6LIdRWS4ZrGoyVX095kxjQ/640?tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
Hello everybody，又周五了，小伙伴们是不是尤其的兴奋呢？可大都数都市人的生活状态却是：夜幕起始降临，窗外灯火通明，下班却遥遥无期，但拼搏的路上，咱们孤单但不孤独，Nancy要感谢小伙伴们始终的支持。
随着金银牌卖家的显现，速卖通针对卖家服务的注重程度，以及咱们对客服的需求亦都逐步加强。不管在售前还是售后，良好的沟通不仅能帮忙咱们促成订单转化，亦能提高买家购买体验，从而加强买家的信任感和购买粘力。今天Nancy给大众分享有些客服沟通的软模板供大众参考。售前询盘（重点是站内信）讨价还价
Dear friends,
Thank you for your message,
As you know,the price is really competitive now.
I think sending you a gift better than cutting down the price.
Could you change the quantity to 5 pieces?
If so,I will apply a special discount for you.
As all we know,the quantity will decide the united price,right?
Waiting for your reply.
Regards,
(Your name)修改位置
Thank you for your new address.Please confirm below update address again carefully.
Contact Name:
Address:
Zip Code:
Mobile:
Tel No:
If all details are correct,please kindly let us know.Your packet will be sent out after your confirmation.
Waiting for your reply.
Best Regards!
(Your name)咨询物流
Dear friend,
Thank you for your message on delivery.
As all we know,our unit price is so competitive,that it is without express delivery charge.
In order to reduce the delivery cost for clients,we send all packets by China Post Air Mail,and it is free.
If you want a fast delivery,please kindly let us know.We will send you the special discount we get from our shipping agent.But it is on your account.
Looking forward to your feedback.
Best Regards,
(Your name)发货前催款
Dear friends,
thank you for your order.
But it seems that the order had not still pay it.
If there is anything I can help you,such as price,size,color etc.
Please feel free to contact me.In terms of payment is confirmed after.
We will deal with the order and shipment public as soon as possible.Thank you!
Best Regards,
(Your name)断货
Dear friends,
thank you for your order.But I am really sorry to tell you that this product has been returned back to our supplier due to the serious quality issue,
you can pick another in my store with same value for replacement or you can apply to cancel this order,
when you do that,please list the reason of that you don’t want to buy it.I will agree with your application and you will get your money back.
Thanks for your kindly understanding!
Best Regards,
(Your name)客户申请取消订单
Dear friends,
see your information,we are very sad,
It is what causes you to cancel dispute it,
Is the price,size,color or our customer service is not in place?
Please tell us,let us know the problem,
we will continue to improve in the future!
Looking forward to your reply!
Best regards,
(Your name)咨询发货时间
Dear friends,
thank you for your order,
really appreciated that you can like my product.
I will ship the goods as soon as I receive your payment and send you a valid track code for you to check the information.
The normal shipping time is xx to xx days,
please kindly wait for it.
Any questions,please feel free to contact at the first time!
温馨提示：
多说有些感谢，抱歉，多多支持的字眼，能够让客户感觉到你工作的真诚态度。
多用表情，国外人运用表情的频率很高，表情能够拉近和客户之间的距离。
针对承诺的事情要尽力做到，不可轻易承诺，这是诚信的基本表现。发货后收货前
发货之后要与客户即时沟通，例如发货通告，随后要咨询跟踪号。
针对已然发货，卖家取消订单或修改制品信息问题，能够用以下模板回复。已发货取消或修改订单
Dear friends,really sorry,
your goods have been issued,
the track number is :XXXXX,
now has reached the XX,
there is no way to change the product information,please understanding!
Best Regards!
(Your name)
除此之外，物流问题的即时回复非常重要，例如客户没收到货、海关扣关、丢件退件，回复亦需要必定要诚恳。丢件
Dear friends,
we are really sorry,
we consulted the logistics business,
your goods are not tracking information,
probably because too much recently wrapped.
Logistics providers lost the parcel,we’re sorry to disappoint you.
We can re-send or refund you,how about you?退件
Dear friends,
we are really sorry,
we track the Internet for information,
your goods show abnormalities lead to return(your parcel had been returned due to the security failure),
now we need to re-send or refund.
Waiting for your soon reply.网站表示已签收，但客户暗示未收到
Dear friends,
we are really sorry,
we are online searching for the tracking information,
the goods have been successful receipt,
you can ask the family has to help sign,also call the local post office query results.
If you have questions,please leave a message to us.Thank you for your understanding!海关扣关
Dear friends,
we are really sorry.
We query to your goods have not been issued at the customs,
we will identify the cause as soon as possible to give you a good solution,
thank you for your understanding and support!收货后
客户收到货后，还有一系列事情需要与客户沟通，包含评估或纠纷等问题处理。留评
Dear friends,
thank you for your support and trust,
your assessment is important to us.
If you are satisfied with the products,then please give us a praise,if you are not satisfied.
Please do not give us negative feedback,you can tell us the problem,we will try to give you a solution!
Your encouragement is our greatest power!Welcome again!
以下是有些回复纠纷的模板：纠纷（质量差）
Dear friends,
this evaluation we are very sad,
we have to maximize product quality,the quality of this product for the price is already excellent value for money.
I believe you also can appreciated.So I hope you can correctly evaluate this product quality,thank you for your proposal.We will continue to improve!纠纷(物品损坏）
Dear friends,
because of our packaging errors lead to damaged goods,
the inconvenience caused to you that we’re sorry.
Please do not disappoint us,we will continue to improve,you need to resend or refund to you?
Looking forward to your reply!纠纷（发错货，漏发货，少发）
Dear friends,
really sorry,
because of our mistake led to missing goods,
for the inconvenience we have caused you’re sorry,
please do not disappoint us.
We will reissue the goods as soon as possible,and will send a gift as an apology.
Thank you for your support and understanding!纠纷（尺码不符）
Dear friends,
you think the size of the discrepancies we feel is unfair,
we are strictly in accordance with the size of shipments,
and also show the size of the table in the details page.
So we can not accept your offer,please understand!
温馨提示：
订单留言最好在24小时之内回复。
纠纷处理的订单留言第1封邮件必定要即时回答客户所提问题，不要回避。
针对客户留言不回的订单能够经过tel沟通，不要随意发货。
好了，以上是Nancy经常用的有些模板，期盼对大众有所帮忙，咱们明天见！
<img src="http://mmbiz.qpic.cn/mmbiz/q6MDdbnB6Cxc3zfne7DcKYs9WT39rKvkuOTuxHVmUmFib1Pm7zg70LMPT7KOuUI4icxzbhr6yFAXQwibPib6nlWHiaw/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">

b1gc8v 发表于 2024-10-14 00:45:59

顶楼主，说得太好了！

4lqedz 发表于 2024-10-21 18:12:36

感谢您的精彩评论，为我带来了新的思考角度。

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天涯论坛's Archiver

Day29丨速卖通运营之一大波客服沟通软模板来袭，助你向金银牌卖家靠近！