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项目八 跨境电商客户服务
任务一 售前客户服务
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售前客户服务
境外客户在下单前或付款前遇到一些麻烦或问题，客户服务人员要在短时间内解决客户问题，加强客户付款的意愿。
以下模板为部分售前客户服务沟通模板，供大家参考。
目 录
CONTENTS
1
2
3
初次光顾
还价
客服回复信息不及时
跨境电子商务Cross-Border E-Commerce
PART
1
初次光顾
跨境电子商务Cross-Border E-Commerce
售前客户服务
跨境电子商务Cross-Border E-Commerce
1.初次光顾
当客户光顾你的店铺并询问产品信息时，售前客户服务人员与客户初次打招呼要亲切、自然，尽量在初步沟通时把产品情况介绍清楚。
Hello，dear friend.Thank you for your visiting to my store.You can find the products you need in my store.If there is nothing you need,you can tell us, we can help you find the source.Please feel free to buy anything!Thanks again.
PART
2
还价
跨境电子商务Cross-Border E-Commerce
售前客户服务
跨境电子商务Cross-Border E-Commerce
2.还价
当客户有购买意图，并询问价格和折扣的时候，客户服务人员要回应客户的还价要求。通常购买多件同类商品时，可考虑给予一定的折扣。
Thank you for your interest in our item. We are sorry for that we can＇t offer you that low price your bargained .Our profit margin is already very limited .However , We＇d like to offer you some discount if you purchase more than 3 pieces in one order,a 5% discount will be given to you.Thanks.
PART
3
客服回复信息不及时
跨境电子商务Cross-Border E-Commerce
售前客户服务
跨境电子商务Cross-Border E-Commerce
3.客服回复信息不及时
若遇到周末回复客户信息不及时，客服人员要表示歉意，错过了最佳24小时回复时间，可通过主动打折的方式赢得客户。
Dear friend ,I am sorry for the delayed response due to the weekend . And to show our apology for our delayed response , we will offer you 5% off . Please let me know if you have any further questions . Thanks!
项目八 跨境电商客户服务
任务二 售中客户服务
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售中客户服务
售中客户服务除了对订单进行正常的跟踪之外，可能会遇到由于物流、发货、海关等原因导致不能正常出货。客户对此心存疑虑，客服应及时沟通，取得客户的信任和理解。
目 录
CONTENTS
1
2
3
恶劣天气导致物流延误
漏寄货物
海关清关
跨境电子商务Cross-Border E-Commerce
PART
1
恶劣天气导致物流延误
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售中客户服务
1.恶劣天气导致物流延误
当遇到恶劣天气导致物流延误，首先可向客户表示歉意，并告知会密切关注订单物流情况，可通过给客户发放优惠券等方式来弥补由此带来的不便。
Dear friend ,
Your order has been shipped since Wednesday .But we feel so sorry to inform you of a possible delay because of bad weather .We will keep a close eye on your order , and let you know as soon as possible if there is anything new .In order to make up for the possible inconvenience , we will offer you a 10 dollars coupon,which can be used in your next order with us.
PART
2
漏寄货物
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售中客户服务
2.漏寄货物
当发生货物漏寄时，首先应向客户道歉，并承诺尽快发货。为了弥补客户的损失，也可以采取给客户发放优惠券的方式来解决。
We apologize for having left out the ×××, and promise to send it as soon as possible. In order to make up for your inconvenience,we will send you an 10% off discount coupon,which you can use whenever you want in our store. Please forgive us for your inconvenience.
PART
3
海关清关
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售中客户服务
3.海关清关
当货物由于海关政策需要清关出现延迟到货时，请告知客户海关或者平台的相关政策要求，并及时配合海关完成清关手续。
We have kept a close eye on your order , and we are sorry to see that your package has been kept at Shanghai Customs for several days , which needs customs clearance .According to Amazon requirements and customs rules,you are supposed to clear with the valid 18-character Citizen ID Number of the recipient written on the package.We hope you will get your package soon.
项目八 跨境电商客户服务
任务三 售后客户服务
跨境电子商务Cross-Border E-Commerce
跨境电子商务Cross-Border E-Commerce
售后客户服务
1.产品出现不可解决的质量问题,客服应该询问客人需要退货还是重发。
Hi, I am sorry to hear that.
Maybe you are very disappointed with our product, I apologize for your inconvenience. But this does not usually happen.
Would you like a replacement to be sent to you This time, i will contact our colleague in warehouse to test the replacement carefully before sending out. But if you insist on a refund, please let me know. We can refund you after we receive your return.
We just would like to provide a happy buying experience to you. Hope you can consider it and give us a reply.
跨境电子商务Cross-Border E-Commerce
售后客户服务
2.产品出现质量问题，且换货解决不了问题,客服可劝客人接受退款。
Dear friend,
Sorry about that, we got news from our supplier, as this issue is still hasn't been confirmed.
We cannot ensure the replacement will solve this issue. Maybe the replacement will have the same issue, in order to save you time, we suggest you buy from another seller, is that ok We will provide you RMB to return this one back for refund , could you accept
跨境电子商务Cross-Border E-Commerce
售后客户服务
3.客户买错产品，客服可建议保留原产品，给折扣重买正确的产品。
Thanks for your message. I am sorry to hear that you bought the wrong item.
Usually we don't accept item returns without any defects. However as you need one 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 , there is no need for you to return the previous wrong item and we will resend you a correct item.
As you know, if you return it back, you need to take it to the post office and pay for the postage and restocking fee. Once we received the return，we will arrange the reshipment. That will take about 2-3 weeks for you to get a new item or refund.
What do you think If you agree, here is our account . Once you send the money please tell me here, and I will arrange the reshipment in time. If you don't agree,please let me know, i will offer you other solution.
跨境电子商务Cross-Border E-Commerce
售后客户服务
4.订单已经生成，客户要取消交易，客服应为其进行退款操作
Thanks for your mail and I will cancel the order and refund you. Your refund will be arranged
today and you will receive it in 48 hours, so please kindly check your paypal account after 48hours.
By the way, I will send you a cancel the transaction link for you, could you help to accept it,please kindly understand that doing business is not a easy thing, what is more, every transaction we should pay for Paypal commission and eBay transaction fees, so could you help to accept the link for me, if I send it to you later Thanks.
If you have any problem, you can contact me freely.
跨境电子商务Cross-Border E-Commerce
售后客户服务
5.对于中差评，客服可请求顾客取消中差评并且愿意进行部分或者全额退款。
Dear customer,
We are extremely sorry to hear that you have left a negative feedback for us. We really didn't realize that you were so mad at us. I'd like to solve the problem for you and I will always try my best. You see, we are just a small shop selling small items with little margins of profit and business is really not very good now. Could you please do me a favor to remove the negative feedback for me It really has such a great influence on us. We would like to bear all the loss to resend you a new one or make a full refund to you. Can you accept that Let me know your idea asap please.
Best regards.
xx
THANKS FOR YOUR ATTENTION
谢 谢
跨境电子商务Cross-Border E-Commerce

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