倒爷过多、骗子横行；口罩原料“熔喷布之乡”重磅发声：所有企业停产整顿

网商动力

网商动力(https://www.eckey.cn)跨境电商，致力于提供一手资讯、干货知识。

2020-04-20 00:13:09

【作者简介】：一名95后速卖通运营，半年平台操作经验，不算丰富，但凭借自己对跨境电商的热情好学，以及对工作的认真负责，或多或少有些运营经验和心得分享给大家，越总结越成长

1、负责及时准确回复和处理客户的邮件咨询或问题反馈;

2、妥善处理客户投诉与纠纷,提高账户好评率,保持账号良好运行状态;

3、及时准确对客户提出的产品问题进行质量反馈,并定期整理统计分析;

4、定期整理统计店铺的相关数据,制定提升客户满意度计划。

客服工作较为简单但也很繁琐，因为速卖通客服每天的工作，就是接待一下客户、用电脑和客户聊天、促成客户成交、完成一些订单整理等相关事情，都是也能够电脑工作的，跟身体上的疲劳程度肯定是不可同日而语的，相对来说非常轻松。

常用话术：

1、当买家光顾你店铺，询问产品信息时：

重点：跟买家初次打招呼，要亲切、自然并表示出你的热情。尽量在初步沟通时把产品元素介绍清楚：

Hello, my dear friend.Thank you for your visiting to my store, you can find the products you need from my store . If there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy anything! Thanks again.

2、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时：

Thank you for your patronage, if you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you buy count to a certain amount, we will give you a satisfied discount.

3、交易进行中，通知买家去参看物流情况时:

The goods you need had been sent to you. It's on the way now.Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.

4、当完成交易，您表示感谢，并希望他下次能够再次回购：

Thank you for your purchase, I have prepared you some gifts, which will be sent to you along with the goods.Sincerely hope you like it. I'll give you a discount, if you like to purchase another products.

买家纠纷咨询问题常用话术：

1、(尺码错误)--客户自己测量了尺寸发现与网站上描述的不同：

I see you bought a jacket in our store,and open the dispute,you measured the bust and say it's wrong in the website.I think maybe the tailor gave us the wrong size information.

could you cancel the dispute?I want to know if you can wear it or not,if you can't wear it,is there any body could wear it,like your colleagues, friends or brothers.if you can sell to them,I will give you some discounts about the jacket,and you can buy again.what do you think?could you accept it?

因为有时候我们是代销的产品，并没办法拿到实际的样品进行测量，主要是问他能不能穿，不能穿可以给他朋友或者同事，然后引导他再买一次，给他些折扣。

2、(货物在途中)--单号一直停留在某处没有动：

you open the dispute because the package is still on the road,I think you also know we actually sent it out by express,just the speed of express is very slow this period,I got other customer' message the same as your situation,we could extend time for you until you get the package,and let's together follow the tracking number,if I have any new information,i'll let you know at the first time.

邮政的速度大家有目共睹，有时堵起来2个月都卡着不动，这种情况主动提出延长收货时间，跟他一起关注物流信息。

3、(无法查询单号)--单号刚填上去就说查不到信息：

you open the dispute because you can't check any information of the tracking number.I checked it this morning and see it has already arrived in Orenbury,the customs clearance is completed,i think you can get it soon.could you cancel the dispute?because the time of dispute is only 3 days,it really has a bad affection to our store,we'll appreciate it and grateful for you.

很多时候都是我们刚填上单号顾客就开始查，查不到信息就提纠纷，这种情况就是把自己的查询结果告诉给他。

总结：回答客户的问题，帮助客户解决售前、售后和售中的所有问题的，解决这些问题还是其次，速卖通客服要通过自己的服务引导客户来下单，绝不仅仅是接待客户这么简单，要想将自己的工作做好、做精做深，还必须对相关的运营环节、对客户心理的把握、对订单情况等，都有良好的解决能力，同时还需要处理一些紧急出现的突发事件，这都是身为一个速卖通客服人员必备的素质，当然为店铺赢得销量，这才是客服的最终目标。