熟练运用客户服务沟通的常用模板进行回复,是一个网店客户服务人员提升工作效率的重要途径。对于跨境电子商务客户服务人员而言,由于需要进行跨文化的外语沟通,要想较为准确地与客户沟通且加快应答响应速度,能熟练运用客户服务模板就显得尤为重要。每位跨境电子商务客户服务人员都可以根据自己的工作需要、个人经验及习惯制作一套自己觉得好用、实用的客户服务模板。有一套客户服务沟通模板,可以使得跨培电子商务客户服务人员无论是在售前、售中、售后的哪个工作环节,都表现得更加从容。
最常用的几种情形的模板现归纳如下。
1.对未付款订单的催付
Sample
Dear Buyer,
We have got your order of XXXX. But it seems that the order is still unpaid. If there is anything I can help with the price, size, etc., please feel free to contact me. After the payment is confirmed, I will process the order and ship it out as soon as possible.
Thanks! Best regards.
(Your name)
参考译文:
亲爱的客户:
我方已收到您的订单XXXX,但好像您并未付款。如果我方能在价格、尺寸等方面提供任何帮助,请随时与我联系。付款确认后,我会处理订单并尽快安排发货。
谢谢!祝好。
(你的名字)
2.对客户议价的回复
Sample
Dear Buyer,
Thank you for taking interest in our item. I'm afraid we can't offer you that low price you bargained as the price we offer has been carefully calculated and our profit margin is already very limited. However, we can offer you a $XX coupon if you purchase more than $XX in one order. If you have any further questions, please let me know. Thanks.
(Your name)
参考译文:
亲爱的客户:
感谢您对我们的商品产生兴趣,但很抱歉我们不能给您更低的议价。事实上,我们的价格是经过精密计算且合理的,我们的利润已经很有限了。但如果您一个订单购买超过XX美元,我们可以给您一张价值XX美元的优惠券。若您还有任何疑问,请与我联系。谢谢。
(你的名字)