項目8跨境電商客戶服務(wù)【知識目標(biāo)】掌握跨境電商客服工作的范疇；理解跨境電商客服工作的思路；掌握跨境電商客服工作的技巧；掌握客戶關(guān)系管理的相關(guān)理論知識?！灸芰δ繕?biāo)】能夠履行客服的職責(zé)與義務(wù)；能夠為客戶提供恰當(dāng)?shù)姆?wù)；能夠化解客服工作中的問題；能夠?qū)蛻絷P(guān)系管理形成正確與深刻的見解。學(xué)習(xí)目標(biāo)任務(wù)一客服的工作范疇任務(wù)二客服的工作思路與技巧任務(wù)三跨境電商客戶關(guān)系管理主要內(nèi)容任務(wù)引入客戶在境外店鋪購買商品，會遇到各種問題，如購前對商品的疑惑、對店鋪相關(guān)活動的疑問；付款后對物流狀態(tài)的追蹤；收貨后對商品質(zhì)量及使用的相關(guān)問題等。這一系列問題都需要

客戶與店鋪溝通后進行解決。就店鋪而言，其需要專門的人員替店鋪做推廣與答疑，并且在銷售一線匯總客戶的問題與反應(yīng)，同時監(jiān)控商品物流信息等；需要專門的客服人員作為“中介”，整合店鋪對內(nèi)與對外的業(yè)務(wù)需要，聯(lián)通客戶與店鋪的溝通與處理雙方的訴求。任務(wù)一客服的工作范疇任務(wù)分析客服人員的任務(wù)是幫助與服務(wù)買家完成整個購買流程，并在此過程中提供周到的服務(wù)，以及輔助店鋪完成購買追蹤與匯總客戶信息。因此客服的工作范疇包括“解答客戶咨詢”“解決售后問題”“促進銷售完成”以及“管理監(jiān)控職能”四個方面。訂單小單化、碎片化以及訂單數(shù)量增長迅速，是目前跨境電商的兩大特點。由于跨境電商業(yè)的客戶服務(wù)工作所面臨的環(huán)節(jié)多、情況復(fù)雜，涉及多種跨境運輸渠道，以及不同國別在語言、文化、商品標(biāo)準(zhǔn)與規(guī)范上的各種差異，非專業(yè)化的客服工作方式已經(jīng)不能適應(yīng)行業(yè)的發(fā)展與客戶的需求。任務(wù)一客服的工作范疇任務(wù)一客服的工作范疇1.1解答客戶咨詢1.1解答客戶咨詢商品種類龐雜。單個店鋪經(jīng)營的專業(yè)品類多。商品規(guī)格上國內(nèi)外存在巨大的差異。1.1解答客戶咨詢跨境電商的另一個特點在于服務(wù)實現(xiàn)的復(fù)雜性。很多商品信息在購買頁面都可以被讀取，但售后牽涉更多的是服務(wù)問題。一旦商品售出，客服人員所面臨的都是相關(guān)商品的一系列服務(wù)問題，而且相對于商品咨詢，服務(wù)問題更是千差萬別。商品是穩(wěn)定、不變的，而服務(wù)的標(biāo)準(zhǔn)與內(nèi)容，差別很大，客服人員在把握時難度更高。1.2解決售后問題跨境電商行業(yè)有一個非常有趣的特點，即在正常情況下，客戶下單之前很少與賣家進行溝通，這就是行業(yè)內(nèi)經(jīng)常提到的“靜默下單”。賣家首先要做的事情是在商品的描述頁上使用圖片、視頻、文字等多種方式充分且明白地說明正在銷售的商品特點，以及所能夠提供的售前、售后服務(wù)。一旦這些內(nèi)容落實到商品頁面上，就成為了賣家做出的不可改變、不可撤銷的承諾。1.2解決售后問題1.3促進銷售1.3促進銷售1.4管理監(jiān)控職能任務(wù)引入客服面對客戶的不同問題，在溝通與解決的時候，如果沒有正確而統(tǒng)一的思路與技巧，不但無法解決客戶的問題，還可能使問題放大。解決客戶提出的問題，需要正確的思路與技巧，客服必須熟練掌握這些技巧，同時做到隨機應(yīng)變，對客戶進行分類。具體的技巧包括：向客戶提供專業(yè)服務(wù)、做談判的主導(dǎo)、控制客戶對事件的認(rèn)知與情緒，解決方案由賣家積極提供、讓買家有選擇，堅持主動承擔(dān)責(zé)任、第三方承擔(dān)錯誤。任務(wù)二客服的工作思路與技巧2.1對客戶進行分類2.2常見問題與郵件回復(fù)模板一、售前1．當(dāng)買家光顧店鋪，并詢問商品信息時Hello,

my

dear

friend.

Thank

you

for

your

visiting

to

mstore,

you

can

find

the

products

you

need

from

my

store.there

is

not

what

you

need,

you

can

tell

us,

and

we

can

heyou

to

find

the

source,

please

feel

free

to

buy

anythingThanks

again.2.2常見問題與郵件回復(fù)模板一、售前2．庫存不多，催促下單時Dear

X,Thank

you

for

your

inquiry.Yes,

we

have

this

item

in

stock.

How

many

do

you

want?Right

now,

we

only

have

lots

of

the

X

color

left.

Since

tare

very

popular,

the

product

has

a

high

risk

of

selling

soon.

Please

place

your

order

as

soon

as

possible.

ThankBest

regards,(Your

name)2.2常見問題與郵件回復(fù)模板一、售前3．回應(yīng)買家砍價Dear

X,Thank

you

for

your

interests

in

my

item.I

am

sorry

but

we

can"toffer

you

that

low

price

you

asked

for.

We

feel

that

the

price

lis

reasonable

and

has

been

carefully

calculated

and

leaves

melimited

profit

already.However,

we"d

like

to

offer

you

some

discounts

on

bulk

purchasIf

your

order

more

than

X

pieces,

we

will

give

you

a

discount

ofoff.Please

let

me

know

for

any

further

questions.

Thanks.Sincerely(Your

name)2.2常見問題與郵件回復(fù)模板一、售前4．?dāng)嘭洠╫ut

of

stock）Dear

X,We

are

sorry

to

inform

you

that

this

item

is

out

of

stock

at

themoment.

We

will

contact

the

factory

to

see

when

they

will

beavailable

again.

Also,

we

would

like

to

recommend

to

you

someother

items

which

are

the

same

style.

We

hope

you

like

them

aswell.

You

can

click

on

the

following

link

to

check

them

out.http://www.×××××.comPlease

let

me

know

for

any

further

questions.

Thanks.Sincerely(Your

name)2.2常見問題與郵件回復(fù)模板一、售前5．推廣新品Hi

friend,Right

now

Christmas

is

coming,

and

Christmas

gift

has

alarge

potential

market.Many

buyers

bought

them

for

resatheir

own

store,

its

high

profit

margin

product,here

isChristmas

gift

link,

Please

click

to

check

them,

if

you

wbuy

more

than

10

pieces,

we

also

can

help

you

get

a

wholesale

price.

Thanks.Regards(Your

name)2.2常見問題與郵件回復(fù)模板二、售中1．選擇第三方支付方式，提醒折扣快結(jié)束了Hello

X,Thank

you

for

the

message.

Please

note

that

there

are

ondays

left

to

get

10%

off

by

making

payments

with

Escrow(

credit

card,

Visa,

Mastercard,

money

bookers

or

WesterUnion

).

Please

make

the

payment

as

soon

as

possible.

I

walso

send

you

an

additional

gift

to

show

our

appreciatioPlease

let

me

know

for

any

further

questions.

Thanks.Best

regards,(Your

name)2.2常見問題與郵件回復(fù)模板二、售中2．合并支付及修改價格的操作Hello

X,Thank

you

for

the

message.

Please

note

that

there

are

ondays

left

to

get

10%

off

by

making

payments

with

Escrow(

credit

card,

Visa,

Mastercard,

money

bookers

or

WesterUnion

).

Please

make

the

payment

as

soon

as

possible.

I

walso

send

you

an

additional

gift

to

show

our

appreciatioPlease

let

me

know

for

any

further

questions.

Thanks.Best

regards,(Your

name)2.2常見問題與郵件回復(fù)模板二、售中3．提醒買家盡快付款Dear

X,We

appreciated

your

purchase

from

us.

However,

we

noticed

youthat

you

haven"t

made

the

payment

yet.

This

is

a

friendly

remindto

you

to

complete

the

payment

transaction

as

soon

as

possible.Instant

payments

are

very

important

;

the

earlier

you

pay,

thesooner

you

will

get

the

item.If

you

have

any

problems

making

the

payment,

or

if

you

don"t

wanto

go

through

with

the

order,

please

let

us

know.

We

can

help

youto

resolve

the

payment

problems

or

cancel

the

order.Thanks

again!

Looking

forward

to

hearing

from

you

soon.Best

Regards,(

Your

name

)2.2常見問題與郵件回復(fù)模板二、售中4．海關(guān)稅（customs

tax）Dear

X,Thank

you

for

your

inquiry

and

I

am

happy

to

contact

you.I

understand

that

you

are

worried

about

any

possible

extra

cost

for

titem.

Based

on

past

experience,

import

taxes

falls

into

two

situationFirst,

in

most

countries,

it

did

not

involve

any

extra

expense

on

theside

for

similar

small

or

low-cost

items.Second,

in

some

individual

cases,

buyers

might

need

to

pay

some

impotaxes

or

customs

charges

even

when

their

purchase

is

small.

As

tospecific

rates,

please

cotrsult

your

local

customs

office.I

appreciate

for

your

understanding!Best

Regards,(Your

name)2.2常見問題與郵件回復(fù)模板二、售中5．客戶買錯商品，建議保留原商品，給客戶折扣重買正確的商品Dear

X,Thanks

for

your

message.

I

am

sorry

to

hear

that

you

bought

the

wrong

itemUsually

we

don"t

accept

item

returns

without

any

defects.

However

as

youone

item#xxx(

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,

theno

need

for

you

to

return

the

previous

wrong

item

and

we

will

resend

you

acorrect

item.As

you

know,

if

you

return

it

back

,

you

need

to

take

it

to

the

post

officepay

for

the

postage

and

restocking

fee.

Once

we

received

the

return,

we

wilarrange

the

reshipment.

That

will

take

about

2

weeks

for

you

to

get

a

new

itor

refund.What

do

you

think?

If

you

agree,

here

is

our

account

:

(

correct

Paypal

accOnce

you

send

the

money

please

tell

me

here,

and

I

will

arrange

the

reshipmin

time.

If

you

don"t

agree,

please

let

me

know,

i

will

offer

you

other

soluRegards,（Your

Name）2.2常見問題與郵件回復(fù)模板二、售中6．付款后發(fā)貨前客戶要求換貨Dear

X，Thanks

for

your

mail

and

please

find

the

following

item

ID:xxxxIf

this

is

the

item

you

want,

please

pay…as

price

difference.can

accept

that,

I

will

send

a

money

request

to

your

email,

pleascheck

it.Once

you

have

paid

for

it,please

let

me

know,I

will

keep

an

eyeAny

problem

please

contact

me

freely,I

will

try

my

best

to

helpBest

Regards.(Your

Name)2.2常見問題與郵件回復(fù)模板三、售后1．物流遇到問題Dear

X,Thank

you

for

your

inquiry.

I

am

happy

to

contact

you.We

would

like

to

confirm

that

we

sent

the

package

on

16

Jan,

201However

we

were

informed

package

did

not

arrive

due

to

shippingproblems

with

the

delivery

company.

We

have

resent

your

order

byEMS;the

new

tracking

number

is:XXX.It

usually

takes

7

days

toarrive

to

your

destination.

We

are

very

sorry

for

the

inconvenieThank

you

for

your

patience.If

you

have

any

further

questions,

please

feel

free

to

contactBest

Regards,(Your

name)2.2常見問題與郵件回復(fù)模板三、售后2．退換貨問題Dear

friend,I"m

sorry

for

the

inconvenience.

If

you

are

not

satisfiproducts,

you

can

return

the

goods

back

to

us.When

we

receive

the

goods,

we

will

give

you

a

replacemen

give

you

a

full

refund.

We

hope

to

do

business

with

you

fo

long

time.We

will

give

you

a

big

discount

in

your

next

order.

Best

regards,(Your

name)2.2常見問題與郵件回復(fù)模板三、售后3．求好評Dear

friend,If

you

are

satisfied,

we

sincerely

hope

that

you

can

tak

of

your

precious

minutes

to

leave

us

a

positive

comment

astar

Detailed

Seller

Ratings,

which

are

vital

importanc

growth

of

our

small

company.Besides,

PLEASE

DO

NOT

leaves

us

1,

2,

3

or

4-star

DetaiSeller

Ratings

because

they

are

equal

to

negative

feedbaLike

what

we

said

before,

if

you

are

not

satisfied

in

anyplease

tell

us.Best

regards,(Your

name)2.2常見問題與郵件回復(fù)模板三、售后4．海關(guān)速度慢Dear

friend,Yes,

Actually

we

can

send

these

items

to

Italy.However,

there’only

one

problem.Due

to

the

Spain

and

Italy

Customs

are

muchstricter

than

any

other

Europe

Countries,

the

parcels

to

these

tCountries

often

meet"Customs

Inspection".That

make

the

shipping

time

is

hard

to

control.As

our

formerexperience,

normally

it

will

take

25

to

45

days

to

arrive

at

yourCountry.On

the

other

hand,

due

to

near

Xmas

days,

most

of

ourcustomers

are

buying

for

Xmas

gifts.

But

we

can’t

ensure

theparcels

can

arrive

Italy

in

time.Is

that

ok

for

you

?Waiting

for

your

reply.Sincerely,(Your

name)2.3客戶溝通技巧2.3客戶溝通技巧從專業(yè)的角度解決問題提供可信賴的數(shù)據(jù)與證據(jù)采取多樣化的回復(fù)方式2.3客戶溝通技巧淡化事件的嚴(yán)重性，保障問題順利解決，先給買家吃定心丸向買家展示永遠(yuǎn)感恩的態(tài)度最后一次的郵件回復(fù)一定來自賣方2.3客戶溝通技巧方案應(yīng)由賣家主動提供，而不是買家提出盡量提供多個方案（至少2個）供買家備選2.3客戶溝通技巧尋找合適的解釋理由真誠地承擔(dān)責(zé)任2.3客戶溝通技巧基本功扎實，避免拼寫與語法錯誤郵件中不要有成段的大寫盡量使用結(jié)構(gòu)簡單、用詞平實的短句巧用分段與空行，讓客戶盡快找到想看到的重點任務(wù)引入客服人員的工作不僅是機械地與客戶進行聯(lián)系，還要具備一定的客戶關(guān)系管理理念，以理念指導(dǎo)實踐。而且客戶關(guān)系管理理念是從領(lǐng)導(dǎo)層到基層工作人員都應(yīng)放在首位的店鋪工作指導(dǎo)思想?？头藛T的工作不僅