速卖通-如何做好客服.ppt
ALIEXPRESS如何做好客服如何做好客服主讲：路寒主讲：路寒1如何做好一个客服一.做好客服的重要性顾客是上帝二.浅谈做好客服技巧三.用贴心服务和专业询盘征服买家 四.信用评价里的大文章五.售前-售中-售后 邮件回复模版2一一.做好客服的重要性做好客服的重要性顾客是上帝顾客是上帝3二 .浅谈做好客服技巧 1.Quick 2.Care 3.Professional 41.Quick 回复及时给客户留下好印象（黄金6秒）VS5quick旺旺的个性签名旺旺响应的时间，自动回复客户分组多个往往用聊天背景区分6782.CareConsiderate-Response all points,give more 详 eg.I am interested your products,may I know the wholesale price?Ask back,吸引客户回复沟通时要注意9如何ask back,How to Attract a Reply?ASK:how much forAnswer:Hello,Glad to receive your enquiry.According to your enquiry I do not know which style you need because we have so many types showing on our store,can you please let me know the detailed model according to our store?Looking forward to hearing from you soon.Rgds xxx10沟通时要注意用词简单生硬影响客户体验（加语气词）用词简单生硬影响客户体验（加语气词）一切都为了让客户留得更久（先交朋友）千万要注意网络交易安全千万要注意网络交易安全 （专业的形象）（专业的形象）建议搭配适当的旺旺表情（亲和力加分）113.Professional（回复的思路）1.完全熟悉产品知识，专业知识 2.回复所有提问，面面俱到，给出肯定答复；3.简单介绍店铺和自己的产品，突出产品的差异化优势 4.针对不同客户地区买家需求不同，做出有针对性的回复；（如：美美 突出产品质量突出产品质量）5.认知对方；6.持续跟进，了解客户购买体验。12不同地区买家的习惯不同美国美国-最关心的首先是商品的质量，其次是包装，它跟商品质量的本身处于同等的地位。最后才是价格。因此产品质量的优劣是进入美国市场的关键巴西巴西-以棕色为主，紫色表示悲伤，黄色表示绝望。在巴西，曾有过这样失败的例子，日本向巴西出口的钟表，因在钟表盒上，配有紫色的饰带，由于紫色被认为是不吉利的颜色，因而不受欢迎。在巴西，回话和行文时使用当地语言会更便利和亲切。使用名片应有当地通用文字，商品说明应有当地文字对照。俄罗斯俄罗斯-认为商品质量的好坏及用途是最重要的，买卖那些能够吸引和满足广大消费者一般购买力的商品是很好的生财之道。13三.用贴心服务和专业询盘征服买家14151617181920212223买家付款不上，买家的订单关闭，我该怎么办呐我该怎么办呐？242526272829四.信用评价里的大文章速卖通的信用评价规则差评出现的原因如何避免解决差评303132333435363738394041五.售前-售中-售后 邮件回复模版 清楚 Clearness简洁 Conciseness礼貌 Courtesy42客户下了订单，未付款客户下了订单，未付款 怎么办？怎么办？Dear xxx,Thanks for your purchasing from us.The item you selected is a high quality one with competitive price.You would like it.If you have any problems of making the payment,please feel free contact with me,We can help you to resolve this problems.Thank you and waiting for your payment.xxx43客户已付款 ，资金未到账Dear xxx,Thanks for your shopping from our store.It will takes about 24 hours to verify your payment by theAliexpress,so your order will be processed and shipped out In 24 hours if the payment goes through.Thanks for your patience.xxx44资金未通过审核1.卖家对买家进行安抚 If your order has been closed for security reason,your payment will not be deducted by AliExpress.However,some banks would hold this payment in this situation.Usually the bank will reserve the payment for up to 7 business days before releasing back to the card holder.If you have any concern about your payment,please be advised to check with your credit card company for details.2.引导买家自行查看原因 3.此时，如需重复下订单，告诉买家该怎么办45资金到账，已发货 Dear xxx,How are you?We are so happy to inform you that your order(order NO:XXX)has been sent out on xxx by DHL/UPS/FEDEX.It will takes about 3-5 working days to arrive at you.Thanks for your patience.We will continue to track your order for you,make sure that your goods will reach you safety.Any questions please contact me freely.My email:My telephone:Hope we will have a long term cooperation with you.XXX 46客户已收到货，催评 Dear xxx,We are glad you have received the goods.If you have any questions,please feel free to contact with us any time.we will give you the best service.Our email is:Our telephone is:We will be appreciated if you can leave a positive feedback,as we will fo the same for you,dear.Have a great day!xxx47若好评，争取成为老客户 Dear xxx,Thanks for your positive feedback.From now on,youre our VIP customer,and we will give you 5%extra discount for next order.We will strive for providing better services and products for you in the future.Welcome your next coming.XXX4849
