跨境电商客户服务-

项目8跨境电商客户服务【知识目标】掌握跨境电商客服工作的范畴；理解跨境电商客服工作的思路；掌握跨境电商客服工作的技巧；掌握客户关系管理的相关理论知识。【能力目标】能够履行客服的职责与义务；能够为客户提供恰当的服务；能够化解客服工作中的问题；能够对客户关系管理形成正确与深刻的见解。学习目标任务一客服的工作范畴任务二客服的工作思路与技巧任务三跨境电商客户关系管理主要内容任务引入客户在境外店铺购买商品，会遇到各种问题，如购前对商品的疑惑、对店铺相关活动的疑问；付款后对物流状态的追踪；收货后对商品质量及使用的相关问题等。这一系列问题都需要

客户与店铺沟通后进行解决。就店铺而言，其需要专门的人员替店铺做推广与答疑，并且在销售一线汇总客户的问题与反应，同时监控商品物流信息等；需要专门的客服人员作为“中介”，整合店铺对内与对外的业务需要，联通客户与店铺的沟通与处理双方的诉求。任务一客服的工作范畴任务分析客服人员的任务是帮助与服务买家完成整个购买流程，并在此过程中提供周到的服务，以及辅助店铺完成购买追踪与汇总客户信息。因此客服的工作范畴包括“解答客户咨询”“解决售后问题”“促进销售完成”以及“管理监控职能”四个方面。订单小单化、碎片化以及订单数量增长迅速，是目前跨境电商的两大特点。由于跨境电商业的客户服务工作所面临的环节多、情况复杂，涉及多种跨境运输渠道，以及不同国别在语言、文化、商品标准与规范上的各种差异，非专业化的客服工作方式已经不能适应行业的发展与客户的需求。任务一客服的工作范畴任务一客服的工作范畴1.1解答客户咨询1.1解答客户咨询商品种类庞杂。单个店铺经营的专业品类多。商品规格上国内外存在巨大的差异。1.1解答客户咨询跨境电商的另一个特点在于服务实现的复杂性。很多商品信息在购买页面都可以被读取，但售后牵涉更多的是服务问题。一旦商品售出，客服人员所面临的都是相关商品的一系列服务问题，而且相对于商品咨询，服务问题更是千差万别。商品是稳定、不变的，而服务的标准与内容，差别很大，客服人员在把握时难度更高。1.2解决售后问题跨境电商行业有一个非常有趣的特点，即在正常情况下，客户下单之前很少与卖家进行沟通，这就是行业内经常提到的“静默下单”。卖家首先要做的事情是在商品的描述页上使用图片、视频、文字等多种方式充分且明白地说明正在销售的商品特点，以及所能够提供的售前、售后服务。一旦这些内容落实到商品页面上，就成为了卖家做出的不可改变、不可撤销的承诺。1.2解决售后问题1.3促进销售1.3促进销售1.4管理监控职能任务引入客服面对客户的不同问题，在沟通与解决的时候，如果没有正确而统一的思路与技巧，不但无法解决客户的问题，还可能使问题放大。解决客户提出的问题，需要正确的思路与技巧，客服必须熟练掌握这些技巧，同时做到随机应变，对客户进行分类。具体的技巧包括：向客户提供专业服务、做谈判的主导、控制客户对事件的认知与情绪，解决方案由卖家积极提供、让买家有选择，坚持主动承担责任、第三方承担错误。任务二客服的工作思路与技巧2.1对客户进行分类2.2常见问题与邮件回复模板一、售前1．当买家光顾店铺，并询问商品信息时Hello,

my

dear

friend.

Thank

you

for

your

visiting

to

mstore,

you

can

find

the

products

you

need

from

my

store.there

is

not

what

you

need,

you

can

tell

us,

and

we

can

heyou

to

find

the

source,

please

feel

free

to

buy

anythingThanks

again.2.2常见问题与邮件回复模板一、售前2．库存不多，催促下单时Dear

X,Thank

you

for

your

inquiry.Yes,

we

have

this

item

in

stock.

How

many

do

you

want?Right

now,

we

only

have

lots

of

the

X

color

left.

Since

tare

very

popular,

the

product

has

a

high

risk

of

selling

soon.

Please

place

your

order

as

soon

as

possible.

ThankBest

regards,(Your

name)2.2常见问题与邮件回复模板一、售前3．回应买家砍价Dear

X,Thank

you

for

your

interests

in

my

item.I

am

sorry

but

we

can"toffer

you

that

low

price

you

asked

for.

We

feel

that

the

price

lis

reasonable

and

has

been

carefully

calculated

and

leaves

melimited

profit

already.However,

we"d

like

to

offer

you

some

discounts

on

bulk

purchasIf

your

order

more

than

X

pieces,

we

will

give

you

a

discount

ofoff.Please

let

me

know

for

any

further

questions.

Thanks.Sincerely(Your

name)2.2常见问题与邮件回复模板一、售前4．断货（out

of

stock）Dear

X,We

are

sorry

to

inform

you

that

this

item

is

out

of

stock

at

themoment.

We

will

contact

the

factory

to

see

when

they

will

beavailable

again.

Also,

we

would

like

to

recommend

to

you

someother

items

which

are

the

same

style.

We

hope

you

like

them

aswell.

You

can

click

on

the

following

link

to

check

them

out.http://www.×××××.comPlease

let

me

know

for

any

further

questions.

Thanks.Sincerely(Your

name)2.2常见问题与邮件回复模板一、售前5．推广新品Hi

friend,Right

now

Christmas

is

coming,

and

Christmas

gift

has

alarge

potential

market.Many

buyers

bought

them

for

resatheir

own

store,

its

high

profit

margin

product,here

isChristmas

gift

link,

Please

click

to

check

them,

if

you

wbuy

more

than

10

pieces,

we

also

can

help

you

get

a

wholesale

price.

Thanks.Regards(Your

name)2.2常见问题与邮件回复模板二、售中1．选择第三方支付方式，提醒折扣快结束了Hello

X,Thank

you

for

the

message.

Please

note

that

there

are

ondays

left

to

get

10%

off

by

making

payments

with

Escrow(

credit

card,

Visa,

Mastercard,

money

bookers

or

WesterUnion

).

Please

make

the

payment

as

soon

as

possible.

I

walso

send

you

an

additional

gift

to

show

our

appreciatioPlease

let

me

know

for

any

further

questions.

Thanks.Best

regards,(Your

name)2.2常见问题与邮件回复模板二、售中2．合并支付及修改价格的操作Hello

X,Thank

you

for

the

message.

Please

note

that

there

are

ondays

left

to

get

10%

off

by

making

payments

with

Escrow(

credit

card,

Visa,

Mastercard,

money

bookers

or

WesterUnion

).

Please

make

the

payment

as

soon

as

possible.

I

walso

send

you

an

additional

gift

to

show

our

appreciatioPlease

let

me

know

for

any

further

questions.

Thanks.Best

regards,(Your

name)2.2常见问题与邮件回复模板二、售中3．提醒买家尽快付款Dear

X,We

appreciated

your

purchase

from

us.

However,

we

noticed

youthat

you

haven"t

made

the

payment

yet.

This

is

a

friendly

remindto

you

to

complete

the

payment

transaction

as

soon

as

possible.Instant

payments

are

very

important

;

the

earlier

you

pay,

thesooner

you

will

get

the

item.If

you

have

any

problems

making

the

payment,

or

if

you

don"t

wanto

go

through

with

the

order,

please

let

us

know.

We

can

help

youto

resolve

the

payment

problems

or

cancel

the

order.Thanks

again!

Looking

forward

to

hearing

from

you

soon.Best

Regards,(

Your

name

)2.2常见问题与邮件回复模板二、售中4．海关税（customs

tax）Dear

X,Thank

you

for

your

inquiry

and

I

am

happy

to

contact

you.I

understand

that

you

are

worried

about

any

possible

extra

cost

for

titem.

Based

on

past

experience,

import

taxes

falls

into

two

situationFirst,

in

most

countries,

it

did

not

involve

any

extra

expense

on

theside

for

similar

small

or

low-cost

items.Second,

in

some

individual

cases,

buyers

might

need

to

pay

some

impotaxes

or

customs

charges

even

when

their

purchase

is

small.

As

tospecific

rates,

please

cotrsult

your

local

customs

office.I

appreciate

for

your

understanding!Best

Regards,(Your

name)2.2常见问题与邮件回复模板二、售中5．客户买错商品，建议保留原商品，给客户折扣重买正确的商品Dear

X,Thanks

for

your

message.

I

am

sorry

to

hear

that

you

bought

the

wrong

itemUsually

we

don"t

accept

item

returns

without

any

defects.

However

as

youone

item#xxx(

item

number),

I

advice

you

to

send

us

xxx

(how

much

money),hope

you

can

understand

we

did

offer

you

a

great

discount.

In

this

way,

theno

need

for

you

to

return

the

previous

wrong

item

and

we

will

resend

you

acorrect

item.As

you

know,

if

you

return

it

back

,

you

need

to

take

it

to

the

post

officepay

for

the

postage

and

restocking

fee.

Once

we

received

the

return,

we

wilarrange

the

reshipment.

That

will

take

about

2

weeks

for

you

to

get

a

new

itor

refund.What

do

you

think?

If

you

agree,

here

is

our

account

:

(

correct

Paypal

accOnce

you

send

the

money

please

tell

me

here,

and

I

will

arrange

the

reshipmin

time.

If

you

don"t

agree,

please

let

me

know,

i

will

offer

you

other

soluRegards,（Your

Name）2.2常见问题与邮件回复模板二、售中6．付款后发货前客户要求换货Dear

X，Thanks

for

your

mail

and

please

find

the

following

item

ID:xxxxIf

this

is

the

item

you

want,

please

pay…as

price

difference.can

accept

that,

I

will

send

a

money

request

to

your

email,

pleascheck

it.Once

you

have

paid

for

it,please

let

me

know,I

will

keep

an

eyeAny

problem

please

contact

me

freely,I

will

try

my

best

to

helpBest

Regards.(Your

Name)2.2常见问题与邮件回复模板三、售后1．物流遇到问题Dear

X,Thank

you

for

your

inquiry.

I

am

happy

to

contact

you.We

would

like

to

confirm

that

we

sent

the

package

on

16

Jan,

201However

we

were

informed

package

did

not

arrive

due

to

shippingproblems

with

the

delivery

company.

We

have

resent

your

order

byEMS;the

new

tracking

number

is:XXX.It

usually

takes

7

days

toarrive

to

your

destination.

We

are

very

sorry

for

the

inconvenieThank

you

for

your

patience.If

you

have

any

further

questions,

please

feel

free

to

contactBest

Regards,(Your

name)2.2常见问题与邮件回复模板三、售后2．退换货问题Dear

friend,I"m

sorry

for

the

inconvenience.

If

you

are

not

satisfiproducts,

you

can

return

the

goods

back

to

us.When

we

receive

the

goods,

we

will

give

you

a

replacemen

give

you

a

full

refund.

We

hope

to

do

business

with

you

fo

long

time.We

will

give

you

a

big

discount

in

your

next

order.

Best

regards,(Your

name)2.2常见问题与邮件回复模板三、售后3．求好评Dear

friend,If

you

are

satisfied,

we

sincerely

hope

that

you

can

tak

of

your

precious

minutes

to

leave

us

a

positive

comment

astar

Detailed

Seller

Ratings,

which

are

vital

importanc

growth

of

our

small

company.Besides,

PLEASE

DO

NOT

leaves

us

1,

2,

3

or

4-star

DetaiSeller

Ratings

because

they

are

equal

to

negative

feedbaLike

what

we

said

before,

if

you

are

not

satisfied

in

anyplease

tell

us.Best

regards,(Your

name)2.2常见问题与邮件回复模板三、售后4．海关速度慢Dear

friend,Yes,

Actually

we

can

send

these

items

to

Italy.However,

there’only

one

problem.Due

to

the

Spain

and

Italy

Customs

are

muchstricter

than

any

other

Europe

Countries,

the

parcels

to

these

tCountries

often

meet"Customs

Inspection".That

make

the

shipping

time

is

hard

to

control.As

our

formerexperience,

normally

it

will

take

25

to

45

days

to

arrive

at

yourCountry.On

the

other

hand,

due

to

near

Xmas

days,

most

of

ourcustomers

are

buying

for

Xmas

gifts.

But

we

can’t

ensure

theparcels

can

arrive

Italy

in

time.Is

that

ok

for

you

?Waiting

for

your

reply.Sincerely,(Your

name)2.3客户沟通技巧2.3客户沟通技巧从专业的角度解决问题提供可信赖的数据与证据采取多样化的回复方式2.3客户沟通技巧淡化事件的严重性，保障问题顺利解决，先给买家吃定心丸向买家展示永远感恩的态度最后一次的邮件回复一定来自卖方2.3客户沟通技巧方案应由卖家主动提供，而不是买家提出尽量提供多个方案（至少2个）供买家备选2.3客户沟通技巧寻找合适的解释理由真诚地承担责任2.3客户沟通技巧基本功扎实，避免拼写与语法错误邮件中不要有成段的大写尽量使用结构简单、用词平实的短句巧用分段与空行，让客户尽快找到想看到的重点任务引入客服人员的工作不仅是机械地与客户进行联系，还要具备一定的客户关系管理理念，以理念指导实践。而且客户关系管理理念是从领导层到基层工作人员都应放在首位的店铺工作指导思想。客服人员的工作不仅