《速卖通客服流程改》由会员分享，可在线阅读，更多相关《速卖通客服流程改（10页珍藏版）》请在金锄头文库上搜索。
1、-目 录收到订单3收到订单后不付款3客户询问有没有货3客户询单，因为周末没有及时回复3买家要求样品，我们不支持4客户下订单后砍价4付款后缺货4客户催促发货4发货后留言4发货后无跟踪信息5填单后原来的物流渠道出问题，需要更换渠道导致要改跟踪号5知道出问题的时候先发一封5正式换单号的时候再发第二封5发货后发现漏发或错发530天后仍然没有收到包裹5第一封 主动告知安抚5如果45天左右还没有到达，第二封：说发送的官方查单文件到对方海关5如果2个月还没有到达，第三封：说我们正在等待回复，不要担忧5再5天左右，第四封，说再次发送查单6再安抚6如果客户发起了一个纠纷6实在到不了，退款7被中国海关退回7包裹已
2、到达对方海关7货物到达对方邮局7漏回了客户信息，客户没有收到货提交纠纷.要求客户取消纠纷7客户收到包裹但未评价8给客户评价时留言8给客户评价时的模板8好评客户留言模板：8中评客户留言模板：8差评客户留言模板8推荐收藏或订阅9给新买家推荐9给老买家推荐9客户说材质不对，没有来得急及时回复提交纠纷9客户投诉款式发错的模板：9第一封，叫客户发图片过来9第二封：确认是发错了，给予补偿9客户同意再买一件并给他优惠，操作步骤10客户不喜欢，想退换10七草速卖通客服流程要点：扯1.回复要及时、热情,要让客户觉得你主动为他着想。当出现问题的时候，你主动说出比客户来问好一万倍。2.要会适当编一些合理的理由。3.
3、推卸责任只会招来不理睬的纠纷。4.要会表达你的情感，愤怒、悲伤、遗憾。这样可以跟客户拉近关系。5.当你成为客户的朋友时，客户会不好意思给你差评。收到订单Hi friend, thank you very much for your order. We will send you the goods within 1-3 days by China Post Air Mail. If any question, dont hesitate to ask me. Hope we will have a good start of cooperation. Thank you!收到订单后不付款20分
4、钟左右Hi, Dear friend, I find you ordered our product, but you havent paid the money. Are you feeling the shipping cost is too high Or you dont know how to pay Please kindly tell me the reason, so that we can discuss to solve the question for you.发了以后没理你OhMy God. You didnt pay for the product incredibl
5、y.This is beyond my imagination.The products are so perfect,however they are still not make you satisfied.It seems that my service and product are not good enough, which let you wasted so much time in my shop and lose your confidence on me. Im very sorry. Wish you a happy life.客户询问有没有货Dear friend，Th
6、ank you for your inquiry. Yes, we have this item in stock. How many do you want Right now, we only have 5 lots of all the color left. Since they are very popular, the product has a high risk of selling out soon. Please place yourorder as soon as possible. Thank you! Best regards客户询单，因为周末没有及时回复Dear f
7、riend, I am sorry for the delayed response due to the weekend. Yes, we have this item in stock. And to show our apology for our delayed response, we will offer you 10% off. Please place your order before Friday to enjoy this discount. Thank you!Please let me know if you have any further questions. T
8、hanks.买家要求样品，我们不支持Dear friend, Thank you for your inquiry; I am happy to contact you. Regarding your request, I am very sorry to inform you that we are not able to offer free samples. To check out our products we remend ordering just one unit of the product (the price may be a little bit higher than
9、 ordering by lot). Otherwise, you can order the full quantity. We can assure the quality since every piece of our product is carefully e*amined by our working staff. We believe trustworthiness is the key to a successful business. If you have any further questions, please feel free to contact me. Bes
10、t Regards, 客户下订单后砍价Dear friend, Thank you for your interests in my item.I am sorry but we cant offer you that lowprice you asked for. We feel that the price listed is reasonable and has beencarefully calculated and leaves me limited profit already.However, wed like to offer you somediscounts on bulk
11、 purchases. If your order is more than * pieces, we will giveyou a discount of *% off.Please let me know for any furtherquestions. Thanks.Sincerely付款后缺货先填写发货通知Hi friend,We are really sorry that theitem you order is out of stock at the moment. Can you choose other color and size Or I would like to re
12、mend you some other pretty item that are of similar style. Hope you like them as well. You can click on the following links to check them out. If theres anything I can help, please feel free to contact us.alie*pressRegardsBest Regards.客户催促发货Dear friend,I am so sorry for the delay delivery,(as we hav
13、e a rest during the past two days ,and after the holiday .) we have lots of parcels needs to be shipped out , that lead lots of our parcel have not been shipped out in time, hope you could kindly understand , and wait for it patiently. Thank you!发DHL需要转运单号Dear friends, your package has been sent, wi
14、ll show DHL tracking number and tracking information when it reach the Hong Kong. this need 5-7 days,then it will arrive you in 3-5 days.so dear friend,please dont worry if you see no tracking information,everything is ok! thank you! 发货后留言Hello friend, it is a pleasure to tell that the postman just
15、picked up your item from our warehouse; it is about 25-35 working days to arrive. You can see The tracking number, and tracking web is : you can view its updated shipment on the web, which will be shown in 3-10 business days. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping. We warmly wele your feedback.发货后无跟踪信息Hello friend, please dont worry. Everything is ok. It takes 3-10 days to show the tracking information. Please wait for it patiently. It will surely arrive you! Thank you!填单后原来的物流渠道出问题，需要更换渠道导致要改跟踪号知道出问题
