【运营实操】做好速卖通客服，少不了沟通软模板
<span style="color: black;"><strong style="color: blue;"><span style="color: black;">速卖通草帽</span></strong><strong style="color: blue;"><span style="color: black;"><span style="color: black;">微X</span>号：</span><span style="color: black;">smt_caomao</span></strong></span><p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">【新<span style="color: black;">伴侣</span>】请点击标题下方“<span style="color: black;"><strong style="color: blue;">速卖通草帽</strong></span>”关注！</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">【老<span style="color: black;">伴侣</span>】请点击右上角，转发或分享本文内容！</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">【关于速卖通草帽】<span style="color: black;">每日</span>分享最实用的速卖通原创干货<span style="color: black;">文案</span>，直通车、操作技巧、营销、团队......做速卖通中小卖家最有影响力的订阅号！</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">讨论请加qq群：</span> <span style="color: black;">343155867</span></p><span style="color: black;"><strong style="color: blue;"><span style="color: black;">1、</span>售前询盘（<span style="color: black;">重点</span>是站内信）</strong></span><strong style="color: blue;"><span style="color: black;">1、咨询<span style="color: black;">制品</span>信息（价格、颜色、尺码、材料、运费、库存等<span style="color: black;">状况</span>）</span></strong><strong style="color: blue;"><span style="color: black;">2、讨价还</span></strong><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydQNxGK3AhVGy7Saz4WPgyAJSHAibfsWCWxvIMYyVj9RcBmhtNDV46TPg/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">3、修改<span style="color: black;">位置</span></span></strong></p><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydkxZmn9sPKo84iahnJ4zrJiadBXfEaWao6iciabJBcsBfSZlxx0x3o7OjEg/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">4、咨询物流</span></strong></p><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydagpUEXLQbEfpfZliccaYhD0AiavteG198RsoYSlG3179UxZlnONht9vQ/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">2、</span>发货前</span></strong>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">1、催款</span></strong></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><img src="http://mmbiz.qpic.cn/mmbiz/cuCpicdvdMEw2WNpgG94MMK20RpL0jMzibiawpaW4QpxAT0ibLrwlnfjCjnVWl6D2DwceelJGEpWPHc0whYhWibd12Q/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">2、客户<span style="color: black;">需求</span>修改<span style="color: black;">制品</span>信息（颜色、尺码、<span style="color: black;">位置</span>等）</span></strong></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">3、断货</span></strong></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">4、客户申请取消订单</span></strong></p><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydUMzapDxpxVic0ib5xzvo8o3Y4mapayAAoeayfDgsnO0eZqMdY93FAeSw/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">5、咨询发货时间</span></strong></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">温馨提示：</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">多说<span style="color: black;">有些</span>感谢，抱歉，多多支持的字眼，<span style="color: black;">能够</span>让客户感觉到你工作的真诚态度。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">多用表情，国外人<span style="color: black;">运用</span>表情的频率很高，表情<span style="color: black;">能够</span>拉近和客户之间的距离。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">针对</span>承诺的事情要尽力做到，<span style="color: black;">不可</span>轻易承诺，这是诚信的基本<span style="color: black;">表现</span>。</span></p><strong style="color: blue;"><span style="color: black;"><span style="color: black;">3、</span>发货后收货前</span></strong>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">发货之后要与客户<span style="color: black;">即时</span>沟通，<span style="color: black;">例如</span>发货<span style="color: black;">通告</span>，随后要咨询跟踪号。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">针对</span><span style="color: black;">已然</span>发货，卖家取消订单或修改<span style="color: black;">制品</span>信息问题，<span style="color: black;">能够</span>用以下模板回复</span></p><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfryd4SxC5Gt65D0UIW4ycHsgzcysEzNy2iaZBOcice3P9NKeuYIJwB6czD9w/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">除此之外，物流问题的<span style="color: black;">即时</span>回复非常重要，<span style="color: black;">例如</span>客户没收到货、海关扣关、丢件退件，回复<span style="color: black;">亦</span>需要<span style="color: black;">必定</span>要诚恳。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydDl86IKQhryM4sySdibKCTIVwHYfcocpurHPGMJPdvhtjvRBZR84iasKg/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p><strong style="color: blue;"><span style="color: black;"><span style="color: black;">4、</span>收货后</span></strong>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">客户收到货后，还有一系列事情需要与客户沟通，<span style="color: black;">包含</span><span style="color: black;">评估</span><span style="color: black;">或</span>纠纷等问题处理。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><img src="http://mmbiz.qpic.cn/mmbiz/cuCpicdvdMEw2WNpgG94MMK20RpL0jMzibloN7JA5Da0qfvG4nEmqKdb4qrWGMibMIG1ExXibaHPQotZ7IR7Vj2qDQ/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">以下是<span style="color: black;">有些</span>回复纠纷的模板：</span></p><img src="http://mmbiz.qpic.cn/mmbiz/KchnvlicJicytYUd2WRWsBQBLAVvaXfrydor4C27UiaWiaM7HE0d6TEOEKlwTbqE7bWavFAicUCic2PGv9WR7ibZKaD4Q/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">温馨提示：</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">订单留言最好在24小时之内回复</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">纠纷处理的订单留言<span style="color: black;">第1</span>封邮件<span style="color: black;">必定</span>要<span style="color: black;">即时</span>回答客户所提问题，不要回避。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">针对</span>客户留言不回的订单可以<span style="color: black;">经过</span><span style="color: black;">tel</span>沟通，不要随意发货。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="http://mmbiz.qpic.cn/mmbiz/cuCpicdvdMEyHn312X1BV4Zuk90ibibcEIV4bl3KwkQ0Lb2ZsZ1vyX8OyahtdMicfdWbdefBUtKrMghKDtWJc8rMAA/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;">速卖通草帽</p><span style="color: black;">长按二维码识别<span style="color: black;">就可</span>关注</span><span style="color: black;"><span style="color: black;">微X</span>号：smt_caomao</span><img src="http://mmbiz.qpic.cn/mmbiz/cuCpicdvdMEypLjCw4frk3M8HQrVHtv2yaSRSryoVic7aicgkkHI1Y6m4tYaT3uOS5uqkb4Be8icnJRNfZ6BF6wPuA/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
“板凳”（第三个回帖的人） 同意、说得对、没错、我也是这么想的等。 百度seo优化论坛 http://www.fok120.com/ 你的努力一定会被看见，相信自己，加油。 你的话语如春风拂面，温暖了我的心房，真的很感谢。 外贸论坛是我们的，责任是我们的，荣誉是我们的，成就是我们的，辉煌是我们的。
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