速賣通客服流程改

1、word可編輯目 錄收到訂單3收到訂單后不付款3客戶詢問有沒有貨3客戶詢單，因為周末沒有及時回復3買家要求樣品，我們不支持4客戶下訂單后砍價4付款后缺貨4客戶催促發(fā)貨4發(fā)貨后留言4發(fā)貨后無跟蹤信息5填單后原來的物流渠道出問題，需要更換渠道導致要改跟蹤號5知道出問題的時候先發(fā)一封5正式換單號的時候再發(fā)第二封5發(fā)貨后發(fā)現漏發(fā)或錯發(fā)530天后仍然沒有收到包裹5第一封 主動告知安撫5如果45天左右還沒有到達，第二封：說發(fā)送的官方查單文件到對方海關5如果2個月還沒有到達，第三封：說我們正在等待回復，不要擔憂5再5天左右，第四封，說再次發(fā)送查單6再安撫6如果客戶發(fā)起了一個糾紛6實在到不了，退款7被中國海關

2、退回7包裹已到達對方海關7貨物到達對方郵局7漏回了客戶信息，客戶沒有收到貨提交糾紛.要求客戶取消糾紛7客戶收到包裹但未評價8給客戶評價時留言8給客戶評價時的模板8好評客戶留言模板：8中評客戶留言模板：8差評客戶留言模板8推薦收藏或訂閱9給新買家推薦9給老買家推薦9客戶說材質不對，沒有來得急及時回復提交糾紛9客戶投訴款式發(fā)錯的模板：9第一封，叫客戶發(fā)圖片過來9第二封：確認是發(fā)錯了，給予補償9客戶同意再買一件并給他優(yōu)惠，操作步驟10客戶不喜歡，想退換10七草速賣通客服流程要點：扯1.回復要及時、熱情,要讓客戶覺得你主動為他著想。當出現問題的時候，你主動說出比客戶來問好一萬倍。2.要會適當編一些合理

3、的理由。3.推卸責任只會招來不理睬的糾紛。4.要會表達你的情感，憤怒、悲傷、遺憾。這樣可以跟客戶拉近關系。5.當你成為客戶的朋友時，客戶會不好意思給你差評。收到訂單 Hi friend, thank you very much for your order. We will send you the goods within 1-3 days by China Post Air Mail. If any question, dont hesitate to ask me. Hope we will have a good start of cooperation. Thank you!收到訂單

4、后不付款20分鐘左右Hi, Dear friend, I find you ordered our product, but you havent paid the money. Are you feeling the shipping cost is too high Or you dont know how to pay Please kindly tell me the reason, so that we can discuss to solve the question for you.發(fā)了以后沒理你Oh My God. You didnt pay for the product i

5、ncredibly. This is beyond my imagination. The products are so perfect, however they are still not make you satisfied. It seems that my service and product are not good enough, which let you wasted so much time in my shop and lose your confidence on me. Im very sorry. Wish you a happy life.客戶詢問有沒有貨De

6、ar friend，Thank you for your inquiry. Yes, we have this item in stock. How many do you want Right now, we only have 5 lots of all the color left. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you! Best regards客戶詢單，因為周

7、末沒有及時回復Dear friend, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!Please let me know if you have any further

8、 questions. Thanks.買家要求樣品，我們不支持Dear friend, Thank you for your inquiry; I am happy to contact you. Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we recommend ordering just one unit of the product (the price may be a little

9、 bit higher than ordering by lot). Otherwise, you can order the full quantity. We can assure the quality since every piece of our product is carefully examined by our working staff. We believe trustworthiness is the key to a successful business. If you have any further questions, please feel free to

10、 contact me. Best Regards, 客戶下訂單后砍價Dear friend, Thank you for your interests in my item. I am sorry but we cant offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.However, wed like to offer you so

11、me discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.Please let me know for any further questions. Thanks.Sincerely付款后缺貨先填寫發(fā)貨通知Hi friend, We are really sorry that the item you order is out of stock at the moment. Can you choose other color and s

12、ize Or I would like to recommend you some other pretty item that are of similar style. Hope you like them as well. You can click on the following links to check them out. If theres anything I can help, please feel free to contact us.aliexpressRegardsBest Regards.客戶催促發(fā)貨Dear friend,I am so sorry for t

13、he delay delivery, (as we have a rest during the past two days ,and after the holiday .) we have lots of parcels needs to be shipped out , that lead lots of our parcel have not been shipped out in time, hope you could kindly understand , and wait for it patiently. Thank you!發(fā)DHL需要轉運單號Dear friends, y

14、our package has been sent, will show DHL tracking number and tracking information when it reach the Hong Kong. this need 5-7 days,then it will arrive you in 3-5 days.so dear friend,please dont worry if you see no tracking information,everything is ok! thank you! 發(fā)貨后留言Hello friend, it is a pleasure t

15、o tell that the postman just picked up your item from our warehouse; it is about 25-35 working days to arrive. You can see The tracking number, and tracking web is : you can view its updated shipment on the web, which will be shown in 3-10 business days. Also our after sales service will keep tracki

16、ng it and send message to you when there is any delay in shipping. We warmly welcome your feedback.發(fā)貨后無跟蹤信息Hello friend, please dont worry. Everything is ok. It takes 3-10 days to show the tracking information. Please wait for it patiently. It will surely arrive you! Thank you!填單后原來的物流渠道出問題，需要更換渠道導致

17、要改跟蹤號知道出問題的時候先發(fā)一封Dear friends, your package has been delivered, but information update delay because of continuing heavy rains. If your package is still not tracking information in 10 days, I will resend goods to you. It is unpredictable situation, but we are integrity and responsible seller. You do

18、 not have to worry about anything. I hope the parcel reaches you as soon as possible. 正式換單號的時候再發(fā)第二封：Dear friends, your package does not update the information until now. We are also very worried. To avoid your loss, weve resent one to you. Ihope you forgive me. If you receive it, please tell me. If

19、it still does not update information, please prevail in the new tracking number. The new tracking number is: RN606166217CN發(fā)貨后發(fā)現漏發(fā)或錯發(fā)Hello friend, it is a pity to tell you a thing that our delivery member forgot to send the gauze bag to you, could I send you again or we give you $* discount to you wh

20、en you order next time Im so sorry for all the inconvenience. Thank you very much, best regards.30天后仍然沒有收到包裹第一封 主動告知安撫Hello friend, I am sending this message to update the status of your order. The information shows the parcel didnt arrive your country. We apologize that the shipping is much slower

21、than usual. Hope it is not a big trouble for you. Just now we extended the taking delivery time for you, thank you very much. Best Wishes.如果45天左右還沒有到達，第二封：說發(fā)送的官方查單文件到對方海關Friend, you can see the tracking information. The package has leave china in 5.28,waiting your customs clearance now. It is really

22、 slower than usual, and we have contact the post office. They have sent inquiries to the your Customs. If there is any new, I will inform you. Now I am waiting for the post office to reply me. Parcel loss probability is small. If confirmed parcel is lost, I will resend or refund, you will not be lia

23、ble for any loss. Best wishes! 如果2個月還沒有到達，第三封：說我們正在等待回復，不要擔憂Friend, Parcel left China two months, But your customs still dont have completed clearance, this really slow than usual. We have contact the post office and they have sent inquiries to your Customs. Now we have new message from your customs

24、:Customs has received a lot of package from around the world, but they found a large number of illegal goods, such as cell phones, batteries, and powder. So they must be individually strict inspection, which led to the slow customs clearance.This is a bad news, but do not worry, your goods are safe.

25、 I think your parcel will arrive soon. I will continue to track the status of the package, so as not to make you suffer. If you have received the goods, please let me know. Thank you very much!Your Anxious friend 5天左右，第四封，說再次發(fā)送查單Friend, it has arrived your customs early. But it is really slow cleara

26、nce. I have sent inquiries to your Customs again. I think is will arrive you soon, because many friends have wait long time but they have received item now. I am really sorry for this. I felt sad and ashamed. But friend, please dont worry. You will not be liable for any loss. When you buy again, I w

27、ill give you cost price and choose other post office. Friend, thank you for your understand! Thank you再安撫Dear friend, I feel so sorry to bother you and all your inconvenience. we have followed the package tracking number all the time. Now, the China Post mail always cant arrive to our clients hand b

28、ecause of so many parcel for China Post, although most are about 18-43 days, but it still have many package just can arrive more than 45-60 days or more, and sometimes some package return back to China (less 2%), we ask the China Post mail that didnt know the exact reason they only can check the pac

29、kage status. Maybe the customs clearance is a reason, your country post delaying is a reason, and China Post delaying is a reason. I think the Post mail service is worse much than the express. But it is very cheap when the weight is less than 2KG.We always feel so helpless for the China Post, dont w

30、orry, we will still follow the tracking of you package. If the package return back by the Postal service, when we get the package we will return back the money to you unconditionally. Please try to contact with your country Post and urgent them, our experience shows that can let the package to your

31、hand earlier, it have no any other way.如果客戶發(fā)起了一個糾紛Dear friend, since you give us a dispute, which had let us have a dispute rate and give us a very bad influence. If you can cancel this dispute within 3 days, that will not have an arbitrament rate that will leave us very bad influence. Hope you can

32、comprehend our work, and I hope you will have a good sale for our products, and we will have a long-time cooperation. Please believe the Aliexpress company and believe our company, you wont bear any lose if you cancel this dispute, thank you very much.When you get the goods, please confirm it online

33、. Thank you very much, hope you will be satisfied with our goods and you will have a good sale, and we will have a long-time cooperation, thank you very much.(如果已經到達客戶國家實在到不了，退款ok sorry friend, Iwill refund to you. The money will back to your account in 1-7 days. I really feel sad because I have don

34、e so much work, so I hope you can give me a good feedback. This is a failure of shipping. I am sorry for this. But friend, I think it still will arrive you in the future, I hope you can tell me know if you receive it. I am really sorry for your long waiting, but I really have made so much efforts to

35、 let it arrive you soon, butI failed.Friend, I hope we have a successful transaction in the next time. I will give good price and choose other post office.Best wishes!Your Chinese friend 被中國海關退回Hello friend, it is so pity that your package has back to me because it did not through the customs cleara

36、nce. Do I resend one to you Or you can open the dispute, I will refund to you! So sorry for this!包裹已到達對方海關Hello friend, I am sending this message to update the status of your order. The information shows it was handed to your customs .You can check it from web: may get it in the near future. Apologi

37、ze that the shipping is a little slower than usual. Hope it is not a big trouble for you.Best Wishes. 貨物到達對方郵局Hello friend. I am sending this message to update the status of your order. The information shows it have arrive your post office. You will get it soon. In case your country Post delay it, p

38、lease try to contact with them, maybe you can get it earlier. Please note that package delivery. Hope you love the product when get my products. If so please give me 5 stars feedback. The feedback is important to me. Thank you very much.漏回了客戶信息，客戶沒有收到貨提交糾紛.要求客戶取消糾紛Dear friendSo sorry for the delay r

39、eply，too many message so I missed to reply your message, really sorry for that.I have checked the message and our delivery record, all of the information shows that we have shipped out the parcel. It is really slower than usual due to the end of the year, I hope you can cancel the dispute and wait f

40、or more days in patience; I believe the parcel will arrive in the near future. Please believe that we wont let our clients bare any lose. If the parcel is returned or lost, we will refund you without any reason. Please dont worry about that. If now we refund the money to you, when you get the parcel

41、, you need to pay the money to us or return back the parcel to us. I think that is trouble for both of us. Apologize again for all of the trouble brought to you. Really so sorry because of the delay reply and no good service. I hope you can give us a chance to give you a discount or a simple gift wh

42、en you next order. Thank you very much.客戶收到包裹但未評價Dear friend, I just got the good news that you have confirm receipt the parcel, I hope you are satisfied with our products. We would appreciate it, if you can give us 5 stars feedback, which is very important for us. I hope we will have a long-time co

43、operation, dont hesitate to contact with us if theres anything what I can help you. Thank you very much. Best regards給客戶評價時留言給客戶評價時的模板Good buyer, thank you very much for your order. I hope we will have a long-time cooperation, dont hesitate to contact with us if theres anything what I can help you,

44、best regards.好評客戶留言模板：Hello friend, I am so pleased and grateful that you gave us a 5-star feedback, and that you are satisfied with our products and service. I hope I can apply to give you a good discount or send a gift to you when you order next time. Thank you very much. Best regards中評客戶留言模板：Hell

45、o friend, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with. In order to show my apologies, we hope we can give you a good discount or send you a gift when you order next time. And thank you so much for your suggestion; hope we will have a long-time co

46、operation. Dont hesitate to contact with us if theres anything that I can help you. Best regards.差評客戶留言模板Hello friend, I feel so sorry for all your inconvenience/ the quality question/ that you are not satisfied with. In order to show my apologies, we hope we can give you a good discount or send you

47、 a gift when you order next time. And thank you so much for your suggestion; hope we will have a long-time cooperation. Dont hesitate to contact with us if theres anything what I can help you.I am looking forward to your reply whether or not you agree we fix this thing. If agree, honestly hope you c

48、an revise the bad valuation. If you dont agree, could you give us a better suggestion We hope we can fix this thing reasonably and positively. Let us apologize to you again for all your inconvenience. Thank you very much, best regards.給新買家推薦Dear friend，Thanks you for showing interest in my products.

49、 In order to offer a better service and keep you updated with the latest promotions and products, please subscribe to my store. Any problem of subscribing, please refer to help.aliexpress./alert_subscribe.html給老買家推薦 Dear friend，Welcome to subscribe to my store. By a few clicks you can enjoy our VIP

50、service such as the latest updates from new arrivals to best-selling products on a weekly basis etc. Any problem of subscribing, please refer to help.aliexpress./alert_subscribe.html. 客戶說材質不對，沒有來得急及時回復提交糾紛Dear friendI feel so sorry for the delay reply because we havent checked the message of dispute center in time. Really sorry for that.I have checked the material of the earrin