1、ALIEXPRESS 如何做好客服主講：路寒主講：路寒如何做好一個客服一 . 做好客服的重要性顧客是上帝二 . 淺談做好客服技巧三 . 用貼心服務(wù)和專業(yè)詢盤征服買家 四.信用評價里的大文章五. 售前-售中-售后 郵件回復(fù)模版一一 . 做好客服的重要性做好客服的重要性顧客是上帝顧客是上帝二 . 淺談做好客服技巧 1. Quick 2. Care 3. Professional 1. Quick 回復(fù)及時給客戶留下好印象（黃金6秒） VSquick 旺旺的個性簽名 旺旺響應(yīng)的時間， 自動回復(fù) 客戶分組 多個往往用聊天背景區(qū)分2. Care Considerate-Response all poin

2、ts, give more 詳 eg . I am interested your products, may I know the wholesale price ? Ask back, 吸引客戶回復(fù) 溝通時要注意如何ask back, How to Attract a Reply ? ASK: how much for Answer: Hello , Glad to receive your enquiry. According to your enquiry I do not know which style you need because we have so many types

3、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 xxx溝通時要注意 用詞簡單生硬影響客戶體驗（加語氣詞）用詞簡單生硬影響客戶體驗（加語氣詞） 一切都為了讓客戶留得更久（先交朋友） 千萬要注意網(wǎng)絡(luò)交易安全千萬要注意網(wǎng)絡(luò)交易安全 （專業(yè)的形象）（專業(yè)的形象） 建議搭配適當?shù)耐砬?（親和力加分）3. Professional （回復(fù)的思路） 1.完全熟悉產(chǎn)品知識， 專業(yè)

4、知識 2.回復(fù)所有提問，面面俱到，給出肯定答復(fù)； 3. 簡單介紹店鋪和自己的產(chǎn)品，突出產(chǎn)品的差異化優(yōu)勢 4.針對不同客戶地區(qū)買家需求不同 ， 做出有針對性的回復(fù)；（如： 美美 突出產(chǎn)品質(zhì)量突出產(chǎn)品質(zhì)量） 5. 認知對方； 6. 持續(xù)跟進，了解客戶購買體驗。不同地區(qū)買家的習慣不同 美國美國- - 最關(guān)心的首先是商品的質(zhì)量， 其次是包裝，它跟商品質(zhì)量的本身處于同等的地位。最后才是價格。因此產(chǎn)品質(zhì)量的優(yōu)劣是進入美國市場的關(guān)鍵 巴西巴西- - 以棕色為主， 紫色表示悲傷，黃色表示絕望。 在巴西，曾有過這樣失敗的例子，日本向巴西出口的鐘表，因在鐘表盒上，配有紫色的飾帶，由于紫色被認為是不吉利的顏色，因而

5、不受歡迎。在巴西， 回話和行文時使用當?shù)卣Z言會更便利和親切。使用名片應(yīng)有當?shù)赝ㄓ梦淖郑唐氛f明應(yīng)有當?shù)匚淖謱φ铡?俄羅斯俄羅斯- - 認為商品質(zhì)量的好壞及用途是最重要的，買賣那些能夠吸引和滿足廣大消費者一般購買力的商品是很好的生財之道。三. 用貼心服務(wù)和專業(yè)詢盤征服買家買家付款不上，買家的訂單關(guān)閉， 我該怎么辦吶我該怎么辦吶 ？四. 信用評價里的大文章 速賣通的信用評價規(guī)則 差評出現(xiàn)的原因 如何避免解決差評五. 售前-售中-售后 郵件回復(fù)模版 清楚 Clearness 簡潔 Conciseness 禮貌 Courtesy客戶下了訂單，未付款客戶下了訂單，未付款 怎么辦？怎么辦？ Dear xx

6、x, 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. xxx客戶已付款 ，

7、資金未到賬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. xxx資金未通過審核1. 賣家對買家進行安撫 If your order has been closed for secu

8、rity 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

9、check with your credit card company for details.2. 引導(dǎo)買家自行查看原因 3. 此時， 如需重復(fù)下訂單，告訴買家該怎么辦資金到賬， 已發(fā)貨 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 pat

10、ience. 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 客戶已收到貨， 催評 Dear xxx, We are glad you have received the goods. If you have

11、 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 ! xxx若好評， 爭取成為老客戶 Dear xxx, Thanks for your positive feedback. From now on, youre our VIP c