干货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!
干货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!
随着金银牌卖家的出现,速卖通对于卖家服务的重视程度,以及我们对客服的要求也都逐步提高。不管在售前还是售后,良好的沟通不仅能帮助我们促成订单转化,也能提升买家购买体验,从而提高买家的信任感和购买粘力。今天Nancy给大家分享一些客服沟通的软模板供大家参考。
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)
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)
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)
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)
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)
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)
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:
多说一些感谢,抱歉,多多支持的字眼,可以让客户感觉到你工作的真诚态度。
多用表情,国外人使用表情的频率很高,表情可以拉近和客户之间的距离。
对于承诺的事情要尽力做到,不能轻易承诺,这是诚信的基本体现。
发货之后要与客户及时沟通,比如发货通知,随后要咨询跟踪号。
对于已经发货,卖家取消订单或修改产品信息问题,可以用以下模板回复。
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,物流问题的及时回复非常重要,比如客户没收到货、海关扣关、丢件退件,回复也需要一定要诚恳。
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?
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.
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!
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!
客户收到货后,还有一系列事情需要与客户沟通,包括评价或者纠纷等问题处理。
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!
以下是一些回复纠纷的模板:
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!
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!
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!
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一封邮件一定要及时回答客户所提问题,不要回避。
对于客户留言不回的订单可以通过电话沟通,不要随意发货。
好了,以上是Nancy经常用的一些模板,希望对大家有所帮助,我们明天见!
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