跨境电商客户服务课件

跨境電子商務客戶維護工作專案一

俞田田今天的任務是耶誕節即將來臨，給買家推薦自己的熱銷產品。操作示範1Dearfriend,AsChristmasiscoming,Christmasgifthasalargepotentialmarket.Manybuyersboughtthemforresaleintheirownstore,asamanufacturer,wesupplyhighqualitybutreasonablepriceChristmasgiftofallkindsinourstore.Ifyouwanttobuymorethan10pieces,wecangiveyouawholesaleprice.Pleaseclickthelinkbelowtocheckthem.http://Lookingforwardtohearingfromyousoon.Bestwishes,XXX一、跨境電子商務客戶關係管理

客戶關係管理（CustomerRelationshipManagement,簡稱CRM）指基於客戶的資訊進行深入分析，挖掘客戶潛在需求，提高客戶滿意度，增加客戶黏性，是有利於提高運營效益的一種手段。跨境電商的客戶關係本質是以客戶數據進行分析，利用行銷、管理、數據等軟體輔助，主動且有選擇地建立客戶關係，並以行銷思維來維護客戶，最終提升客戶的回購次數，為店鋪贏得穩定的客源。知識鏈接新客戶老客戶交易成功交易未成功交易成功關鍵字搜索、類目流覽、付費廣告收藏、購物車、流覽器記憶款式、銷量、折扣、評價、信譽退出店鋪款式、價格對比站內信、訂單留言、還價溝通未果簡單詢問購買、物流、問題糾紛售後糾紛購買收貨驗貨、完成交易、雙方評價/收貨驗貨、完成交易、滿意評價二、跨境電子商務客戶維護內容和技巧客户维护日常维护建交函祝贺信问候节日问候问候老客户推广宣传推荐订阅店铺营销活动推荐

客戶的滿意度來自每次的交易達成的情況。交易的完成，並不意味著溝通的結束，而是下次交易的開始，因此掌握一定的客戶維護技巧可以不斷積累客戶的滿意度和信賴度。具體內容如下：成交致謝。一筆交易的順利完成是客戶對賣家信任的開始，一封簡單的感謝信函表達了賣家對買家的珍重。贈送禮品。禮輕人意重，當客戶收到商品時，同時還收到了一份意外的小禮物，提高客戶的購物愉悅心情，提升對賣家的好感。這些禮物可以是郵票、小掛件、賀卡、剪紙等具有民族特色的產品。節假日問候。熟悉客戶所在國家節假日資訊，有針對性的發送祝福和問候。比如西方國家的感恩節、耶誕節、萬聖節、復活節等。好評獎勵。當客戶確認收貨時，對產品有了真實的感受，也對前期的服務有了深刻的印象，買家樂意對自己的購物體驗做出滿意評價的。賣家可以給買家發放優惠券、滿立減、特別折扣等表示感謝和獎勵，這也會刺激客戶再次消費。上新通知。通過行銷工具，站內信，發放優惠券、折扣券等方式，快速實現新品破冰。老客戶專項日。這是精准的行銷手段。針對每一位客戶在完成一次交易之後的一個月內，在勾起對方回憶的同時，引起對方的再次關注。比如：可以寫“Iamgladtoknowyouweresosatisfiedwithpurchaseinourstore,andgaveus5stars.Inresponse,youarehonoredasourVIPfromthismonth.Hopeyouwillenjoyyourshoppinghereforever.”滿一個月時，可以通過滿月禮、百日禮等方式，給與特別的折扣，通過感情溝通，引起對方的再次關注，比如：DearVIPfriend,itis100thdaysinceyouboughtthegoodsinourstore.We’dliketosendyouacouponforyourfurtherorder.Lookingforwardtoseeingyousoon.關聯推薦。賣家可以通過買家購買的商品，推薦相似產品或者同類目下的商品。比如買了一條褲子，可以推薦一條皮帶或者配飾。或者買了一套直發假髮，推薦捲髮假髮等。促銷通知。平臺每年會有年中大促、年終大促、雙十一等各種促銷活動，店鋪需要提前三天將活動告知老客戶，將會大大提升產品的銷量。三、跨境電子商務客戶維護範本

（一）日常維護

1、建交函Dearfriend,We’dliketointroduceourcompanyandproductsandhopetoestablishbusinessrelationswithyou.

Wearespecializinginmanufacturingandexportingsweatersforalmost10years.Ourproductsarefashionableindesignandcomfortableinwearaswellascompetitiveprice.

Youarewelcometovisitourstorelink:http：//…….Youmayfindourprofilesandhotsellingproducts.Asaveryactivemanufacturer,wedevelopnewdesignseverymonth.Shouldanyitembeofinteresttoyou,pleaseletusknow.

Wearelookingforwardtohearingfromyousoon.

Bestwishes,XXX2、祝賀信DearMs.Tee,

CongratulationsonyourrecentpromotiontoManagerofyourdepartment.Becauseofourclosecooperationover5years,weknowhowwellyouarequalifiedforthisposition.Youearnedthepromotionthroughyearsofhardworkandwearedelightedtoseeyourtrueabilitywinrecognition.

Congratulationsandbestwishesforyoursuccess.

Yourssincerely,XXX3、節日問候Dearfriend,

AsChristmasisdrawingnear,I’dliketocherishthisopportunitytowishyouMerryChristmas.Andmanythanksforyourcontinuoussupportsinthepastyears.Wewishbothbusinesssnowballinginthecomingyears.

Lastbutnotleast,onceyouhaveanyinquiryaboutproductsinthefollowingdays,hopeyoufeelfreetocontactus.

Yourfaithfully,XXX（二）推廣宣傳

1、推薦訂閱店鋪Dearfriend,

Thanksforshowinginterestinourproductsandwelcometosubscribeourstore,sowecanofferbetterserviceandkeepyouupdatedwiththelatestpromotionsandproducts.Anyproblemofsubscribing,pleaserefertothefollowinglink……

Yourssincerely,XXX2、行銷活動推薦Dearfriend,Thankyouforyourshoppinginourstore.Toexpressourgratefulnesstoallourcustomers,aseriesofpromotionalactivitieswillbeheldfromOct.1to5thbyourcompany.$10offordersof$88ormore.Thereareonly5daysleftforthepromotion.Don’thesitatetojoinus.Bestwishes,XXX能力實訓

客戶Mr.Larry是你的老客戶，但是自從1個月前購買了2套兒童毛毯之後，就沒有消息了。1、作為店鋪老客戶，萬聖節即將來臨，向他表示節日的祝願，並推送節日產品資訊。2、耶誕節馬上要到了，店鋪有一系列促銷活動，比如滿立減、滿就送等，寫信通知對方。

跨境電子商務售前溝通與服務工作專案一

俞田田今天培訓的內容是售前服務，培訓資料中顯示了下麵的資訊。仔細閱讀下麵的內容，並作出分析。操作示範1

這是一則客戶諮詢關於產品包裝尺寸的問題，客戶通過站內信留言瞭解產品資訊，作為客服人員來說，需要每天定時進入後臺及時查詢消息，並給予答復，這則案例的第一次回復時間偏晚，不過從客戶的回復來看，對方沒有給出不耐煩的回應，還是非常禮貌的表達了感謝。客服的第二次回復就非常及時了，重視程度提高，並表達了“Haveaniceday!”這個句子，這句話非常符合西方人的生活習慣，他們不論是認識的不認識的在離開時都會對對方說一句“今天過得愉快！”當客服人員也入鄉隨俗的話，那麼就拉近了雙方的距離，好感倍增。工作專案二

杭州萬源貿易有限公司是一家集生產和出口服裝為一體的進出口貿易公司。公司目前的銷售管道除了傳統的貿易方式之外，還開始了阿裏巴巴國際站的業務。Helen負責國際站業務的開發和運營，今天她收到了一封客戶的詢盤函，內容如下：要求：以Helen的名義對該客戶進行回復。操作示範二Helen收到訂單詢價時，首先需要在最快的時間內進行回復。回復的內容應該根據客戶的問題進行一一答復，包含以下內容：感謝對方詢價、表達希望建立業務關係的願望、訂單的條件和報價。DearMsJeanClaude,

Thanksforyourinquiry.Wereallycherishthisopportunitytodobusinesswithyou.Ifyouplaceanorderforaquantityofmorethan3000pcs,we’dliketoofferyouthebulkpriceat$3.50/pconCIFbasis.Moredetailsaboutourproducts,pleaseseetheenclosure.

Wearelookingforwardtoyourearlyreply.

BestRegards,Helen知識鏈接跨境電商平臺按照產業模式和交易對象B2B阿裏巴巴國際站、環球資源網、中國製造網、自助貿易網、敦煌網B2C獨立B2C以收取傭金為主，收取會員費、廣告費等為輔速賣通、亞馬遜、Wish自營B2C利潤來源是銷售收入蘭亭集勢、易寶、環球易購C2C收取商品展示費交易服務費eBay、Etsy一、跨境電商售前客服定義

售前客服是指在訂單成交前，為買家購物提供相關指導，包括購物流程、產品介紹，以及支付方式等的客服人員。

售前客服在客戶下單前，通過產品介紹，降低買家的購買顧慮，同時還可以進行同類或者關聯產品的推介工作，擴大訂單和銷售額；在客戶決定購買時，指導買家瞭解購物流程，幫助客戶最終完成支付。因此售前客服關係到買家購物體驗和店鋪成交的轉化率。TIPS:•在B2B的模式中，受到數量、價格、物流、交期等因素的影響，買家對產品的售前諮詢尤為多。•在B2C和C2C模式中，如果店鋪展示的產品資訊足夠詳細和充分，客戶的諮詢相對會少很多。二、跨境電商售前客服工作內容焦點問題產品相關交易相關物流相關費用相關（一）產品相關問題產品相關問題主要包括產品的功能和相容性、相關細節明細及包裹內件詳情等。客服人員基本的素質要求就是需要對所售產品非常熟悉，這樣才能針對客戶的問題在第一時間內給出專業的答復。/item/Original-Huawei-Mate-9-6GB-128GB-Android-7-0-Smart-Phone-5-9-inch-Kirin-960/32792901606.html?spm=a2g01.8621890.layer-1e126f9b5d40.9.bKCqok&scm=1007.14110.78103.0&pvid=6529c9e0-7d2f-4c32-8e18-2fee53501241

該款產品屬性、性能資料眾多，同時還附帶了附件等相關內容，因此對跨境電商客服人員要求會非常高，需要熟悉產品的性能，以及相應的中英文翻譯才能熟練的回答客戶的問題。•DoesitsupportGooglePlayandMulti-language?Youransweris:Yes,installedMulti-languageROMandgoogleplaystorebeforeshipping.•Whowillpayforcustomsduty?Youransweris:Ourwebsitepricedoesn’tincludeanyimporttax/vatatdestinationandbuyersshouldpayforcustomsduty.•HowcanItypeinmynativelanguage?Youransweris:PleasedownloadGooglekeyboardbyyourselfwhenreceivingpackage.•MayIgetrepairwarranty?Youransweris:Wehaveone-yearwarrantyinChina,ifyoudon’ttakethephoneapart/oryoucangetlocalserviceifpaidwarrantyfeeonAliExpresswhileplacingorder.（二）交易相關問題

在跨境電商買賣過程中會遇到客戶關於產品價格、付款方式、付款時間等內容的諮詢。因此，跨境電商客服人員需要對產品價格構成、付款工具、收款操作流程有清晰的認識和理解，以便更好地回答客戶的諮詢。產品價格構成根據第三方平臺的不同，會有些許差別。但是，無論是在B2B平臺還是B2C平臺，亦或C2C平臺，基本都包含下麵幾個方面的內容：成本價、國內運費、國際運費、平臺手續費、損耗率、提現手續費、利潤等。产品交易针对买家砍价的回复针对大额订单询价的回复實盤的表達句型有：ThisofferwillremainvalidforaweekfromJan.20,2019.ThisofferexpiresonAug.8.Thisoffermustbewithdrawnifnotacceptedwithin3days.ThisofferissubjecttoyourreplyreachingherebeforeJan.20,2019.…虛盤的表達句型有：Thisofferissubjecttotheseller’sfinalconfirmation.Thisofferismadewithoutengagement.Wemakeanofferforthisarticlesubjecttopriorsales.Thisofferissubjecttoourfinalconfirmationunlessotherwisestated.…TIPS:對於詢盤的回復必須及時、準確、禮貌、完整。一般情況下，回復包括以下內容:√表示受到對方的詢盤，並表示感謝；√回答買家提出的問題，適當提供買家索取的材料；√鼓勵和暗示買家儘快下訂單；√表明積極促成業務的態度。TIPS:在回復函中，一般按照下麵流程√首先要感謝對方的有意購買，√然後欣然接受並給予理由。√如果不能接受，要表示歉意並給予理由。√面對這樣的潛在客戶，要認真細緻分析，促成交易達成，可以提供促成交易達成的一些附加條件。（三）物流相關問題B2B、B2C和C2C模式下都有可能遇到客戶提及關於運輸方式、海關申報清關、運送時長和地區、是否支持掛號等內容的問題，因此跨境電商客服人員還需要掌握上述內容，在第一時間內給出滿意的答復，消除客戶的疑惑，促使客戶下單。常用句型：√Iftheproductisoutofstock,itmaydelay2-5days.√ItemsareshippedbyAirmailfromChinaandreachmostofthecountrieswithin10-20businessdays.√Deliverytimedependsondestinationandotherfactorsanditmaytakeupto30businessdays.√YourordercanbesentviaEMSexpress!√Weupgradethelogisticsarrangement.√Ourstorecannotsupplyshippingservicetoyourcountry.√Youspecifytheshippingaddressandwewilldelivertheordertoyourdesignatedaddress.（四）費用相關問題在跨境電商交易中，除了報價費用之外，還會出現關於其他費用的相關問題。在B2B中，會涉及到批發購買、合併郵費、關稅、優惠等問題。在B2C，C2C貿易中會涉及到合併郵費、關稅、優惠等問題。常用句型：√Iftheproductisoutofstock,itmaydelay2-5days.√Insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.√Astospecificrates,pleaseconsultyourlocalcustomsoffice.√FreeshippingisnotavailablefororderssenttoCanada.

合理性主動性系統性

售前、售中和售後溝通三原則體現公司規模、資歷、實力和產品性價比高等表明團隊高效團結展示個人克服壓力積極進取，努力奮進達成目標。(Buyer直接溝通的對象，占主要篇幅，內容可涉及生活和工作，主動將溝通基調定在向朋友交流的方向發展)售前溝通——跨境之初見全靠圖搞掂儘量做鋪墊資訊發送者角色身份性別設定（銷售人員、基層人員、女/男）合理編制公司、團隊和個人文案（原則如下三點）售前溝通實例分析選其一售前溝通實例分析售前溝通實例分析自然溝通（不做作）合理嵌入（易接受）構思清晰，情節合理交朋友語氣切忌生搬硬套取材生活適時發出“初見軟文”保持有效溝通速賣通規則簡介處罰類型售前溝通文案——不是範本的範本1.即時聊天工具保持線上盡可能保持TradeManager（旺旺）線上，即時準確回復buyer疑問。（電腦線上、手機APP登陸線上）2.及時準確回復站內信：詢盤站內信和訂單站內信歸入同一模組，盡可能做到30分鐘內回復，成交率提升明顯。（網頁版站內信、推送至私人郵箱站內信）售前溝通其他技巧3.產品最終頁設置完整（Seller單向主動溝通）

產品的專業介紹說明良好的退換貨政策詳盡的物流政策售前溝通其他技巧產品的專業介紹說明良好的退換貨政策詳盡的物流政策三、跨境電子商務售前溝通與服務解決範本

焦點問題產品相關物流相關費用相關交易相關產品資訊情況Hifriend,AsChristmasisdrawingnear,andChristmasgifthasalargepotentialmarketinEuropeancountries.Sinceitshighprofitmarginoftheseproducts,manybuyersboughtthemforretail.Followinginformationisgiftlink,pleaseclicktoseedetails./item/32792901606.html?spm=Ifyouwanttobuymorethan10pieces,wewillallowyouawholesaleprice.Bestwishes,XXX2.發生缺貨情況Dearfriend,Wearesorrytoinformyouthatthisitemisoutofstockatthemoment.Wewillcontactthefactorywhenitwillbeavailable.Meanwhile,wewouldliketorecommendtoyouotheritemssimilarwiththeoneyoulike.Wehopeyouaresatisfiedwiththemaswell.Youcanclickonthefollowinglinktoseethem./item/32792901606.html?spm=Weappreciateyourearlyreply.Yourssincerely,XXX3.有貨情況Dearfriend,Yes,itisavailableforusnow.Ifyouwouldlikeorder,wecanarrangetheshipmentin48hoursforyou.Lookingforwardtoyourreply.Bestwishes,XXX4.不提供樣品Dearfriend,Thanksforyourinquiry.Weareveryinterestedinyourproject,butwearesorrythatthefreesampleisnotavailable.Ifyoucanplacethebulkorderbythen,wecanrefundyouthesamplecostforyou.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme.Bestregards,XXX二、交易相關問題範本針對大額訂單，一般詢盤的回復DearXXX,ThankyouforyourinquiryofJune16,2019.Wehavetheseitemsinstocknow,asyouknow,ourproductsaresuperiorinqualityandreasonableinprice.Asweareinthepromotionsales,weoffera3%discountforbulkpurchase.Ifyouwouldliketohavemoreinformation,pleasedonothesitatetocontactus.Wearelookingforwardtoyourearlyreply.Bestwishes,XXX2.針對大額訂單，具體詢盤的回復DearXXX,ThankyouforyourinquiryofJune16,2019andwearepleasedtomakethefollowingquotationforthegoodsasrequired.Commodity:Men’sT-shirtItemNo.:ZFE-1Qty.:3000pcsSize:S,M,LandXLColor:dark,grey,lightblue,andwhitePrice:atUSD4.2/pcCIFNewYorkShipment:inJuly1,2019Payment:byirrevocableL/CatsightThisofferisvalidfor6days.Aswehavebeenreceivingarushofordersnow,wewouldadviseyouifyouareinterestedinit,pleaseletushaveyourreplyassoonaspossible.Yoursfaithfully,XXX3.針對大額訂單的報價DearMs.Julie,

Thisistoconfirmyourfaxof13,July2019,askingustomakeyouafirmofferforgreenbeenandsoybeanCFRSingapore.

Wefaxedyouthismorningofferingyou400metrictonsof1classgreenbeanat$2000permetrictonCFRSingapore,forshipmentinOct.2019,subjecttoyourreplybeforeSet.20,2019.Pleasenotethatwehavequotedourmostfavorablepriceandareunabletoentertainanycounteroffer.

Astosoybeans,wewouldliketoadviseyouthatthefewlotswehaveatpresentareunderofferelsewhere.If,however,youweretomakeusasuitableoffer,thereisapossibilityofoursupplyingthem.Asyouknow,ithasbeenagreatdemandforthesecommoditiesandthishasresultedinincreasedprices.Youmay,however,takeadvantageofthestrengtheningmarketifyousendanimmediatelyreply.

Yoursfaithfully,XXX4.針對買家砍價的回復DearJeffery,Thankyouforyourinterestsinourgoods.Sorrythatwecan’tofferyouatyourprice.Webelieveourpriceisquitecompetitive,itisimpossiblethatanyothersupplierscanquoteaslowasoursiftheirproductsareasgoodasoursinquality.However,we’dliketoofferyousomediscountsonbulkpurchases.Ifyourorderismorethan500pieces,wewillgiveyouadiscountof3%off.Pleaseletmeknowforanyfurtherquestions.Thanks.Bestwishes,XXX5.當客戶猶豫不定時，提醒客戶儘快確認訂單，以禮物或是其他活動給與誘惑Dearfriend,Thankyouforyourpatronage,asyoucansee,therearealotofpromotionsinourstore.Ifthevalueofgoodsyoupurchasedreachestoacertainamount,wewillgiveyouasatisfyingdiscount.Lookingforwardtoyourearlyreply.Yoursfaithfully,XXX三、物流相關問題範本不提供客戶免運費的要求Dearfriend,

Sorry,freeshippingisnotavailablefortheorder. Butwecangiveyoua5%discountoftheshippingcost. Hopeyouhappywithit.

BestRegards

XXX2.客戶詢問是否有直銷航運Dearfriend, Yeah,thedirectshippingisavailableforus. Youjustonlygiveusthespecificationoftheitem,receivingaddressandshippingcarriers,ourprofessionalteamwillhelpyouhandleanyotherthingsatourend. Ifyouhaveanyfurtherquestions,pleaseletmeknow. Thanks! XXX3.賣家回復貨物到達時間Dearfriend,Thankyouforyoursupportonus.Usuallyittakesabout7-12daysfortheitemyouwant.Ifyouhavequestions,pleasefeelfreetocontactus.Bestwishes,XXX4.遇到節假日，物流有所變動Dearfriend,WeupgradethelogisticsarrangementtomakeupthedelayfortheChineseNationalHoliday,soitwouldwillreachyouabout7-12dayslater.Wehopeyouappreciateourproducts.Welcometovisitusagain.Bestwishes,XXX5.因為物流風險，無法發貨Dearfriend,

Thankyouforyourinquiry.

Iamsorrytoinformyouthatourstorecannotsupplyshippingservicetoyourcountryduetoforcemajeure.Onceitisavailable,wewillcontactattheearliestdate.Lookingforwardyourorder.

Iappreciateyourunderstanding!

Sincerely,XXX四、費用相關問題範本客戶詢問關稅問題Dearfriend,Thankyouforyourinquiry.Iunderstandthatyouareworriedaboutextracostforthisitem.Basedonpastexperience,importtaxesfallsintotwosituations.First,itdidnotinvolveanypossibleextracostforthisitematlowerpriceinmostcountries.Second,insomespecialcases,buyersmightneedtopaysomeimporttaxesorcustomschargesevenwhentheirpurchaseissmallvalue.Astospecificrates,pleaseconsultyourlocalcustomsoffice.Iappreciateforyourunderstanding!Bestwishes,XXX2.合併支付及修改價格的操作Dearfriend，

Ifyouwouldliketoplaceoneorderformanyitems,pleasefirstclick"addtocart",then“buynow”,andcheckyouraddressandorderdetailscarefullybeforeclicking“submit”.Afterthat,pleaseinformme,andIwillcutdownthepricetoUS$XX.Youcanrefreshthepagetocontinueyourpayment.Thankyou. Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactme. BestRegards, XXX3.提醒買家儘快付款DearAnderson,Weappreciatedyourpurchasefromourstore.However,wenoticethatyouhaven’tmadethepaymentyet.ThisisafriendlyremindertoyoutocompletethepaymenttransactionASAP.Instantpaymentsareveryimportant.Theearlieryoupay,thesooneryouwillgettheitem.Ifyouhaveanyproblemsonpayment,pleaseletusknow.Lookingforwardtoyourreply.Bestwishes,XXX4.商品熱銷，催促買家儘快付款DearHelen,Weappreciateyourorderfromus.Youhavechosenoneofthebest-sellingproductsinourstore.Itisverypopularforitsgoodqualityandcompetitiveprice.Rightnow,weonlyhaveXXlotsoftheXcolorsleft.Wewouldliketoinformyouthatthisproducthasahighriskofsellingoutsoon.Wenoticedthatyouhadn’tfinishedthepaymentprocessfortheorder.We’dliketoofferyoua10%discountonyourorder,ifyoupurchasenow,toensurethattheproductdoesn’tsellout.Wewillshipyourorderwithin24hoursonceyourpaymentisconfirmed.Ifyouneedanyhelporhaveanyquestions,pleaseletusknow.Bestregards,XXX能力實訓1、根據所學，用圖表的形式跨境電子商務售前溝通包括哪些內容，並如何解決。2、根據下麵問題給出合適的答復。問題1：HowcouldItrackmypackage?問題2：WhycannotIplaceanorder?問題3：WhatshouldIdoifmycardpaymenthasfailed?

跨境電子商務平臺客服英語

操作示範問題1:Igotanerrormessageduringthepaymentprocess.WhatshouldIdo?回答:

Ifyougotanerror

messageonourwebsite,pleasecheckyourorderstatus.Becauseweprocessa

lotofpaymentsatthesametime,itmighttakeawhilebeforetheorderstatus

is

updated.Wehopewe

cancountonyourpatienceandunderstanding.Forsomepayment

methods,youmightgetredirectedtoanotherpageofathirdfinancialparty.

Ifyoureceivedanerrormessagehere,itisbesttogetintouchwithyour

paymentprovider

directly.Besides,

you

can

click

'Chat

Now'

and

input

order

number

there

for

further

checking.問題2：

Whyhasmyorderbeenclosed?回答：Sometimesordersare

closedforsecurityreasons.Ifyoureceivedanemailfromuspleasefollowthe

instructionshere.Ifyoudonotreceiveanemail,youcantrytoplacethe

orderagainlater.問題3：

HowdoIuseacouponordiscount?Whenyouplaceyourorder,youcanuseyourcouponorgetadiscount.Here’show:

1.Makesureyouknowwhenyoucanusethecoupon.

Goto

MyCoupons

toseewhichcouponshavebeenaddedtoyouraccount.

Whenusingyourcoupons,pleasepayattentiontothefollowing:

a.Theminimumspend

b.Thevalidityperiod

c.Thecouponrules

Sellerdiscountsaregivenautomatically.Toseehowmuchyouneedtospendtogetthediscount,justcheckthedropdownmenuintheorangesection.

2.Placeyourorder

Foundsomethingyouwanttobuy?Click

BuyNow

or

Addtocart

toplaceyourorder.

3.Usethecouponwhenyouconfirmyourorder

Youwillthenbetakentothe

OrderConfirmation

page,whereyouneedtoconfirmyourorderanduseyourcoupon.Availablediscountsandcouponsareshownautomatically.

Ifyouhavemorethanonecouponwhichcanbeusedonthesameorder,youcanselecttheoneyouwanttousebyclicking‘ApplySellerCoupon’or‘ApplyAliExpressCoupon’.

Theordertotalwillbeupdated,showingyouthefinalpriceandhowmuchyouhavesaved.

Sometimes,itlookslikenocouponsareavailable.Inthiscase,youcancheckthefollowing:

1.Areyoumeetingtheminimumspendingrequirement?Ifnot,youcouldchooseaddmoreproductstoyourcart.

2.Isyourcouponstillvalid?Ifthecouponhasalreadyexpiredorisn’tactiveyet,youcan’tuseitonyourorder.

TofindoutmoreaboutAliExpresscouponsanddiscounts,

watchthisvideo.知識鏈接一、定義

跨境電商客服，除了各個店鋪需要客服人員之外，每個第三方平臺均有客服諮詢這一欄目，為客戶提供專業的關於帳號、購物流程、付款流程等操作的答復。客戶在購物之前或者購物過程中遇到問題，可以嘗試在列表中尋找相應的答案，或者留言給客服，等待答復。如果是關於產品的問題，則需要向店鋪的客服進行諮詢。跨境電商平臺客服英語跨境電商店鋪客服英語服務對象買家買家服務內容關於平臺操作的事宜關於所售產品事宜從語言角度更加正式和專業，語言更加標準，語法用詞準確，給出的答復更加的流程化和固定化。二、跨境電商平臺客服英語路徑

雖然有許多跨境電子商務平臺，但是無論該平臺是第三方形式還是自營形式，客戶服務都會在醒目的位置顯示。下麵以速賣通為例，演示其路徑。第一步：登陸速賣通賣家首頁/，第二步：點擊上方菜單“help”下拉菜單“CustomerService”

第三步：點擊進入“CustomerService”，在頁面的左側有與客戶相關的問題及回復。三、跨境電商平臺客服英語匯總

Accountmanagement問題1：

Icannotsignintomyaccount.WhatcanIdo?回答:Tosignintoyouraccount,pleasemakesureyouenterthecorrectregisteredemailaddress(orMemberID)andpassword.Yourpasswordiscasesensitive,sopleasecheckifyourkeyboard'sCapsLocklightisonandalsomakesuretherearenoextrablankspacesinthepassword.Productselection問題1：

DoIhavetopayforcustomsandimporttaxes?回答:Youmaybechargedcustomsdutiesandtaxesforsomethingyouboughtbecause:•Dutiesandtaxesaretypicallynotincludedinthepriceoftheitem,andmightnotbeincludedintheoverallshippingcostsyoupaytotheseller.•WhenshoppingontheonlineplatformsuchasAliExpress,youarebuyingfromoverseassellers.That’swhysometimesyouwillbeaskedtopaycustomsduty.

問題2：

HowdoIfindagoodseller?回答:Thereareanumberofwaystofindagoodseller:1）Filtertop-ratedsellerswiththeadvancedsearchtool.2）Checkaseller’sfeedbackratings.Thisratingisbasedonotherbuyers’reviews.3）Otherbuyers’feedbackisavaluableevaluationtoseeiftheselleristrustworthy.Checkforproductreviews,servicefeedbackandotherrelevantinformation.4）Askquestions.Ifyoustillhaveanydoubts,don’tbeafraidtocontactasellerandopenadialogue.Goodsellersaretypicallyhappytoengagewithinterestedbuyers.Coupon&Promotion問題1：HowdoIuseacouponordiscount?回答:Whenyouplaceyourorder,youcanuseyourcouponorgetadiscount.Here’show:1）Makesureyouknowwhenyoucanusethecoupon.Whenusingyourcoupons,pleasepayattentiontothefollowing:a.Theminimumspendb.Thevalidityperiodc.ThecouponrulesSellerdiscountsaregivenautomatically.2）Placeyourorder3）UsethecouponwhenyouconfirmyourorderTheordertotalwillbeupdated,showingyouthefinalpriceandhowmuchyouhavesaved.

Sometimes,itlookslikenocouponsareavailable.Inthiscase,youcancheckthefollowing:1）Areyoumeetingtheminimumspendingrequirement?Ifnot,youcouldchooseaddmoreproductstoyourcart.

2）Isyourcouponstillvalid?Ifthecouponhasalreadyexpiredorisn’tactiveyet,youcan’tuseitonyourorder.

Ordering&PaymentOrdering問題1：HowdoIuseacouponordiscount?回答:1）Whenyou’vefoundaproductyoulike,makesureyoucheckproductspecificationssuchassizeandcolor.2）Somesellersalsooffercoupons.Youcanfindthemintheirstoreandtheproductdetailpages.3）Whenyou’rereadytoplaceyourorder,youcanclick“BuyNow”andcontinuetothecheckout,oryoucanaddtheproducttoyourcartfirstandcontinueshopping.4）Ifyouwantbuyalltheitemsinyourcart,simplyclick“BuyAll”toplaceyourorder.問題2：Whyhasmyorderbeenclosed?回答:Sometimesordersare

closedforsecurityreasons.Ifyoureceivedanemailfromuspleasefollowthe

instructionshere.Ifyoudonotreceiveanemail,youcantrytoplacethe

orderagainlater.Payment問題1：HowcanIpaywithmycreditcardordebitcard?回答:TakeAliExpressasanexample,thewebsiteoffersthesepaymentoptions:Visa(creditanddebitcards),MasterCard,Maestrodebitcards,andAmericanExpress.Pleasefollowthestepsbelow:

•Ifyoulinkedyourcardtoyouraccount1）Choosethepaymentmethod2）Click

ConfirmandPay​•Ifyouhaven’tlinkedyourcardtoyouraccount1）Onthecheckoutpage,enteryourcarddetailsandthetypeofcardwillautomaticallyberecognized.

2）Click

PayNow

andyourorderwillbeverifiedwithin24hours.問題2：Igotanerrormessageduringthepaymentprocess.WhatshouldIdo?回答:Becauseweprocessa

lotofpaymentsatthesametime,itmighttakeawhilebeforetheorderstatus

is

updated.Wehopewe

cancountonyourpatienceandunderstanding.Forsomepayment

methods,youmightgetredirectedtoanotherpageofathirdfinancialparty.

Ifyoureceivedanerrormessagehere,itisbesttogetintouchwithyour

paymentprovider

directly.Besides,

you

can

click

'Chat

Now'

and

input

order

number

there

for

further

checking.AwaitingOrderArrival問題1：Ihavenotreceivedmyorder.WhatcanIdo?回答:Ifyouhaven’treceivedyourorder,pleasetrythebelowmethodstosolvetheproblem:havenotreceivedmyorder.

Method1.Youcantrackyourorderwiththetrackingnumbergivenbytheseller:GotoMyOrders>Locatetheorder>andClickTrackOrder.Ifyoufindthetrackingnumberisinvalid,itmaybebecausetheshippingcompanyneeds3to7daystoupdatetheshippingstatus.Youcanalsocontactthesellerformoreshippinginformation.YoumayleaveamessageontheorderdetailspageorclickContactSelleronorderlistpage.Method2.Contactthesellerformoreinformation.Ifthatdoesn’twork,youcanalwaysapplyforarefundbyopeningadispute.MakesureyoudothisbeforeyourBuyerProtectionhasended.

Method3:Ifyoudidn’treceiveyourorderandyouBuyerProtectionisabouttoend,pleaseclicktheChatNowbuttontochatwithourCustomerServiceTeam.Aftersales問題1：TheproductIreceiveddoesnotmatchthedescription.WhatcanIdo?回答:Ifyouarenotsatisfiedwiththeproductyoureceived,contactyoursellertoagreeonasolution.Ifthatdoesn’thelp,youcanapplyforarefundbyopeningadispute.PleasemakesureyoudothisbeforeyourBuyerProtectionhasended.Iftheselleragreestoyourrefundrequest,ordoesn’trespondwithin5days,therefundwillbeproce