跨境電商客服郵件技巧和思路

跨境電商客服郵件技巧和思路一、售前未付款思路1:orderispendingstatus,anyproblemsaboutpayment?（關(guān)心是否支付方式有問題）思路2:afterpaymentconfirmation,wewillshiptheparcelbeforetoday當(dāng)天發(fā)貨誘惑顧客）思路3:anyquestionsabouttheitemsorprice,pleasefeelfreetoletusknow（深層次關(guān)心客戶可能考慮貨運和價格）取消訂單思路1:notshippedout-wouldyouliketotellusmoredetailaboutyourcancellationdecision?（盡量和客服溝通取消真實原因，貨運？價格？地址或者下單錯誤？針對客戶的點我們是否符合再改善）思路2:notshippedout-wehavecancelledyourorder,hopeyouwillcomebackourstoreandshopmore.（明確客戶下單錯誤，盡量配合客戶，取消動作完成了再回復(fù)客戶，并善意提醒客戶下次再來購買）思路3:shippedout-sorry,theparcelhasbeenshippedout,itistoolatetostopit.Howaboutkeepingtheorder?（訂單包裹已發(fā)出，和客戶說明白太遲截單，看客戶反應(yīng)）（1）有些客戶會回復(fù)OK，Iwillkeeptheorder⑵有些客戶不同意，繼續(xù)回復(fù)Ifyoureceivetheparcelanddon'twantit,youcouldrefusetheparcelorhelpustoreturnitback,afterthereturnparcelreceiving,wewillarrangefullrefundforyouasap.咨詢找貨思路：wouldyouliketoofferusmoredetailorphotoaboutyourtargetitemssothatwecouldfindthematchedproductsquickly?(盡量要求客戶提供圖片和更多細(xì)節(jié)說明)找到產(chǎn)品，可找替代鏈接讓客戶拍貨youcouldpayfortheitemsthroughthefollowinglink沒找到合適產(chǎn)品，可推薦其他近似產(chǎn)品給客戶howaboutthissimilariteminourstore?產(chǎn)品咨詢尺寸Size:轉(zhuǎn)換成英寸inch，gauge等符合老外尺寸習(xí)慣價格Price:一般是折扣或批量折扣，首先要了解清楚客戶的采購量做參考標(biāo)準(zhǔn)，站在利潤空間角度衡量去協(xié)商(yourtargetqtyorpricetocheckthatwhetherwecouldworkforthewholesaleprice)⑶數(shù)量QTY:即時標(biāo)題有寫，也不能提讓客戶自己看的意思，直接詳細(xì)說明數(shù)量，一般提問的是組合數(shù)量較為集中，標(biāo)題和描述要盡量寫清楚⑷質(zhì)量Quality:主觀性問題，客服對產(chǎn)品保持信心，積極回復(fù)⑸顏色Color:集中顏色詞匯和實圖色差，強調(diào)燈光和顯示屏差異(monitordifference)，有條件可以提供實拍圖(6)發(fā)貨Delivery:客戶沒說expectdeliverydate，提供standardshipmentdeliverytime，反問客戶是否對時間有要求；如果客戶對時間有要求，表明expressorfastershipmentneedextrashippingfee,thedeliverydateisaboutXX地址修改思路1:shippedout,道歉之后讓客戶是否麻煩鄰居幫忙簽收toolatetostoptheparcel,ifcouldnotreceivetheparcelthroughthataddress,askneighborforhelp思路2:notshippedout，配合客戶修改并核對確認(rèn)theaddresshasbeenrevisedasyourequest,plsconfirmagainsothatwearrangetheshipmentbeforetoday二、售后未收到貨□未發(fā)貨：倉庫的貨如果即將回到，我們已經(jīng)虛擬發(fā)貨和客戶溝通因為貨運錯誤已經(jīng)丟包，重發(fā)或退款，讓客戶選擇，theparcelhasbeenlostbecauseofshipmentmistake,howaboutresendorrefund?口已發(fā)貨：30天之內(nèi)查trackingstatus，如是shipping/ontheway，讓客戶等待多1-2周waitforaweek；如貨運客月阪饋異常，未出國，回復(fù)安檢退件或者丟包，與客戶溝通重發(fā)或退款超過30天Itwilltakeabout30-35daysfromCNtoUS,waitfortheparcelpatiently,itwillbearrivedlater.WewillcontactwiththeUSPSshippingcenterformoredetailabouttheparcel,ifanynewswewillletyouknow.（剛剛30天沒多久，可以說明包裹耗時，并讓客戶耐心等待，我們和貨運中心聯(lián)系，有消息馬上回復(fù)）theparcelhasbeenlostbecauseofshipmentmistake,howaboutresendorrefund?（一個月半，如貨運客月阪饋異常，回復(fù)丟包原因，重發(fā)或退款）貨不對板數(shù)量：拍圖，確認(rèn)我們問題，真誠道歉，承諾補發(fā)或者部分退款resendorrefundasoursincereapology.質(zhì)量：拍圖，確認(rèn)我們問題，真誠道歉，承諾補發(fā)或者部分退款resendorrefundasoursincereapology.⑶尺寸：拍圖-倉庫確認(rèn)doubleconfirmwithstock/QCdepartment無誤，和客戶解釋清楚有誤，道歉，并補發(fā)或者全退(4)顏色：拍圖-倉庫確認(rèn)doubleconfirmwithstock/QCdepartment無誤，和客戶解釋清楚有誤，道歉，并補發(fā)或者全退退款/退換貨成本低于30美金說服客戶保留產(chǎn)品，我們愿意部分退款作為妥協(xié)partialrefundasbestsolution不愿意，就讓客戶保留產(chǎn)品/禮物贈送，我們?nèi)耍骱迷u和下次光臨Keepasgiftandpositivefeedbackishighlyappreciated成本高于30美金提供退貨地址(美國/