速卖通客服流程改Word文件下载.doc
- 文档编号:4292082
- 上传时间:2023-05-03
- 格式:DOC
- 页数:10
- 大小:72.50KB
速卖通客服流程改Word文件下载.doc
《速卖通客服流程改Word文件下载.doc》由会员分享,可在线阅读,更多相关《速卖通客服流程改Word文件下载.doc(10页珍藏版)》请在冰点文库上搜索。
发货后发现漏发或错发 5
30天后仍然没有收到包裹 5
第一封主动告知安抚 5
如果45天左右还没有到达,第二封邮件:
说发送的官方查单文件到对方海关 5
如果2个月还没有到达,第三封邮件:
说我们正在等待回复,不要担心 5
再5天左右,第四封,说再次发送查单 6
再安抚 6
如果客户发起了一个纠纷 6
实在到不了,退款 7
被中国海关退回 7
包裹已到达对方海关 7
货物到达对方邮局 7
漏回了客户信息,客户没有收到货提交纠纷.要求客户取消纠纷 7
客户收到包裹但未评价 8
给客户评价时留言 8
给客户评价时的模板 8
好评客户留言模板:
8
中评客户留言模板:
差评客户留言模板 8
推荐收藏或订阅 9
给新买家推荐 9
给老买家推荐 9
客户说材质不对,没有来得急及时回复提交纠纷 9
客户投诉款式发错的模板:
9
第一封,叫客户发图片过来 9
第二封:
确认是发错了,给予补偿 9
客户同意再买一件并给他优惠,操作步骤 10
客户不喜欢,想退换 10
七草速卖通客服流程
要点:
扯
1.回复要及时、热情,要让客户觉得你主动为他着想。
当出现问题的时候,你主动说出比客户来问好一万倍。
2.要会适当编一些合理的理由。
3.推卸责任只会招来不理睬的纠纷。
4.要会表达你的情感,愤怒、悲伤、遗憾。
这样可以跟客户拉近关系。
5.当你成为客户的朋友时,客户会不好意思给你差评。
收到订单
Hifriend,thankyouverymuchforyourorder.Wewillsendyouthegoodswithin1-3daysbyChinaPostAirMail.Ifanyquestion,don'
thesitatetoaskme.Hopewewillhaveagoodstartofcooperation.Thankyou!
收到订单后不付款(20分钟左右)
Hi,Dearfriend,Ifindyouorderedourproduct,butyouhaven’tpaidthemoney.Areyoufeelingtheshippingcostistoohigh?
Oryoudon'
tknowhowtopay?
Pleasekindlytellmethereason,sothatwecandiscusstosolvethequestionforyou.
发了以后没理你
OhMyGod.Youdidn'
tpayfortheproductincredibly.Thisisbeyondmyimagination.Theproductsaresoperfect,howevertheyarestillnotmakeyousatisfied.Itseemsthatmyserviceandproductarenotgoodenough,whichletyouwastedsomuchtimeinmyshopandloseyourconfidenceonme.I'
mverysorry.Wishyouahappylife.
客户询问有没有货
Dearfriend,Thankyouforyourinquiry.Yes,wehavethisiteminstock.Howmanydoyouwant?
Rightnow,weonlyhave5lotsofallthecolorleft.Sincetheyareverypopular,theproducthasahighriskofsellingoutsoon.Pleaseplaceyourorderassoonaspossible.Thankyou!
Bestregards
客户询单,因为周末没有及时回复
Dearfriend,Iamsorryforthedelayedresponseduetotheweekend.Yes,wehavethisiteminstock.Andtoshowourapologyforourdelayedresponse,wewillofferyou10%off.PleaseplaceyourorderbeforeFridaytoenjoythisdiscount.Thankyou!
Pleaseletmeknowifyouhaveanyfurtherquestions.Thanks.
买家要求样品,我们不支持
Dearfriend,Thankyouforyourinquiry;
Iamhappytocontactyou.
Regardingyourrequest,Iamverysorrytoinformyouthatwearenotabletoofferfreesamples.Tocheckoutourproductswerecommendorderingjustoneunitoftheproduct(thepricemaybealittlebithigherthanorderingbylot).Otherwise,youcanorderthefullquantity.Wecanassurethequalitysinceeverypieceofourproductiscarefullyexaminedbyourworkingstaff.Webelievetrustworthinessisthekeytoasuccessfulbusiness.
Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.
BestRegards,
客户下订单后砍价
Dearfriend,Thankyouforyourinterestsinmyitem.Iamsorrybutwecan’tofferyouthatlowpriceyouaskedfor.Wefeelthatthepricelistedisreasonableandhasbeencarefullycalculatedandleavesmelimitedprofitalready.
However,we’dliketoofferyousomediscountsonbulkpurchases.IfyourorderismorethanXpieces,wewillgiveyouadiscountofxx%off.
Pleaseletmeknowforanyfurtherquestions.Thanks.
Sincerely
付款后缺货
先填写发货通知
Hifriend,Wearereallysorrythattheitemyouorderisoutofstockatthemoment.Canyouchooseothercolorandsize?
OrIwouldliketorecommendyousomeotherprettyitemthatareofsimilarstyle.Hopeyoulikethemaswell.Youcanclickonthefollowinglinkstocheckthemout.Ifthere’sanythingIcanhelp,pleasefeelfreetocontactus.
http:
//www.aliexpress…
Regards
BestRegards.
客户催促发货
Dearfriend,
Iamsosorryforthedelaydelivery,(aswehavearestduringthepasttwodays,andaftertheholiday.)wehavelotsofparcelsneedstobeshippedout,thatleadlotsofourparcelhavenotbeenshippedoutintime,hopeyoucouldkindlyunderstand,andwaitforitpatiently.Thankyou!
发DHL需要转运单号
Dearfriends,
yourpackagehasbeensent,willshowDHLtrackingnumberandtrackinginformationwhenitreachtheHongKong.thisneed5-7days,thenitwillarriveyouin3-5days.sodearfriend,pleasedontworryifyouseenotrackinginformation,everythingisok!
thankyou!
发货后留言
Hellofriend,itisapleasuretotellthatthepostmanjustpickedupyouritemfromourwarehouse;
itisabout25-35workingdaystoarrive.YoucanseeThetrackingnumber,andtrackingwebis:
youcanviewitsupdatedshipmentontheweb,whichwillbeshownin3-10businessdays.Alsoouraftersalesservicewillkeeptrackingitandsendmessagetoyouwhenthereisanydelayinshipping.Wewarmlywelcomeyourfeedback.
发货后无跟踪信息
Hellofriend,pleasedon’tworry.Everythingisok.Ittakes3-10daystoshowthetrackinginformation.Pleasewaitforitpatiently.Itwillsurelyarriveyou!
Thankyou!
填单后原来的物流渠道出问题,需要更换渠道导致要改跟踪号
知道出问题的时候先发一封
Dearfriends,yourpackagehasbeendelivered,butinformationupdatedelaybecauseofcontinuingheavyrains.Ifyourpackageisstillnottrackinginformationin10days,Iwillresendgoodstoyou.Itisunpredictablesituation,butweareintegrityandresponsibleseller.Youdonothavetoworryaboutanything.Ihopetheparcelreachesyouassoonaspossible.
正式换单号的时候再发第二封:
Dearfriends,yourpackagedoesnotupdatetheinformationuntilnow.Wearealsoveryworried.Toavoidyourloss,we’veresentonetoyou.I
hopeyouforgiveme.Ifyoureceiveit,pleasetellme.Ifitstilldoesnotupdateinformation,pleaseprevailinthenewtrackingnumber.Thenewtrackingnumberis:
RN606166217CN
发货后发现漏发或错发
Hellofriend,itisapitytotellyouathingthatourdeliverymemberforgottosendthegauzebagtoyou,couldIsendyouagainorwegiveyou$****discounttoyouwhenyouordernexttime?
I’msosorryforalltheinconvenience.Thankyouverymuch,bestregards.
30天后仍然没有收到包裹
第一封主动告知安抚
Hellofriend,Iamsendingthismessagetoupdatethestatusofyourorder.Theinformationshowstheparceldidn'
tarriveyourcountry.Weapologizethattheshippingismuchslowerthanusual.Hopeitisnotabigtroubleforyou.Justnowweextendedthetakingdeliverytimeforyou,thankyouverymuch.BestWishes.
说发送的官方查单文件到对方海关
Friend,youcanseethetrackinginformation.Thepackagehasleavechinain5.28,waitingyourcustomsclearancenow.Itisreallyslowerthanusual,andwehavecontactthepostoffice.TheyhavesentinquiriestotheyourCustoms.Ifthereisanynew,Iwillinformyou.NowIamwaitingforthepostofficetoreplyme.Parcellossprobabilityissmall.Ifconfirmedparcelislost,Iwillresendorrefund,youwillnotbeliableforanyloss.Bestwishes!
说我们正在等待回复,不要担心
Friend,ParcelleftChinatwomonths,Butyourcustomsstilldon'
thavecompletedclearance,thisreallyslowthanusual.WehavecontactthepostofficeandtheyhavesentinquiriestoyourCustoms.Nowwehavenewmessagefromyourcustoms:
Customshasreceivedalotofpackagefromaroundtheworld,buttheyfoundalargenumberofillegalgoods,suchascellphones,batteries,andpowder.Sotheymustbeindividuallystrictinspection,whichledtotheslowcustomsclearance.
Thisisabadnews,butdonotworry,yourgoodsaresafe.Ithinkyourparcelwillarrivesoon.Iwillcontinuetotrackthestatusofthepackage,soasnottomakeyousuffer.Ifyouhavereceivedthegoods,pleaseletmeknow.Thankyouverymuch!
YourAnxiousfriend
5天左右,第四封,说再次发送查单
Friend,ithasarrivedyourcustomsearly.Butitisreallyslowclearance.IhavesentinquiriestoyourCustomsagain.Ithinkiswillarriveyousoon,becausemanyfriendshavewaitlongtimebuttheyhavereceiveditemnow.Iamreallysorryforthis.Ifeltsadandashamed.Butfriend,pleasedon’tworry.Youwillnotbeliableforanyloss.Whenyoubuyagain,Iwillgiveyoucostpriceandchooseotherpostoffice.Friend,thankyouforyourunderstand!
Thankyou
再安抚
Dearfriend,Ifeelsosorrytobotheryouandallyourinconvenience.wehavefollowedthepackagetrackingnumberallthetime.Now,theChinaPostmailalwayscan'
tarrivetoourclient'
shandbecauseofsomanyparcelforChinaPost,althoughmostareabout18-43days,butitstillhavemanypackagejustcan‘arrivemorethan45-60daysormore,andsometimessomepackagereturnbacktoChina(less2%),weasktheChinaPostmailthatdidn'
tknowtheexactreasontheyonlycancheckthepackagestatus.Maybethecustomsclearanceisareason,yourcountrypostdelayingisareason,andChinaPostdelayingisareason.IthinkthePostmailserviceisworsemuchthantheexpress.Butitisverycheapwhentheweightislessthan2KG.
WealwaysfeelsohelplessfortheChinaPost,don'
tworry,wewillstillfollowthetrackingofyoupackage.IfthepackagereturnbackbythePostalservice,whenwegetthepackagewewillreturnbackthemoneytoyouunconditionally.PleasetrytocontactwithyourcountryPostandurgentthem,ourexperienceshowsthatcanletthepackagetoyourhandearlier,ithavenoanyotherway.
如果客户发起了一个纠纷
Dearfriend,sinceyougiveusadispute,whichhadletushaveadisputerateandgiveusaverybadinfluence.Ifyoucancancelthisdisputewithin3days,thatwillnothaveanarbitramentratethatwillleaveusverybadinfluence.Hopeyoucancomprehendourwork,andIhopeyouwillhaveagoodsaleforourproducts,andwewillhavealong-timecooperation.PleasebelievetheAliexpresscompanyandbelieveourcompany,youwon'
tbearanyloseifyoucancelthisdispute,thankyouverymuch.
Whenyougetthegoods,pleaseconfirmitonline.Thankyouverymuch,h
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 速卖通 客服 流程