接著上一篇寫

五、客服工作

做了選品、上架、產(chǎn)品結(jié)構(gòu)布局，營銷等那么多的準(zhǔn)備工作，再加上房租、人員開支以及各項(xiàng)支出，算下平均要花多少時(shí)間、金錢和精力才能換來顧客的一聲簡單問候? 怎么舍得讓客戶溜走？是否想過：在這句簡單問候和疑問的背后，顧客又想些什么?

因此客服的工作不可小覷，對(duì)店鋪的業(yè)績提升起到至關(guān)重要的作用。

客服工作按流程分為售前、售中、售后。

1、售前 ：售前服務(wù)相當(dāng)于銷售，就是賣東西。主要工作內(nèi)容是解答拍下產(chǎn)品前顧客問的各種問題，然后促成交易。既然目的是促成交易，是不是顧客一上來咨詢，就立即讓他買東西呢，強(qiáng)賣未必有很好效果。有句話叫做“將欲取之，必先予之”，不一定要他買東西，耐心熱情精準(zhǔn)地回答完顧客的各種疑問，取得信任后，自然會(huì)有成交。

對(duì)速賣通而言，售前疑問主要有：詢價(jià)，物流方式，產(chǎn)品包裝，規(guī)格，數(shù)量，質(zhì)量等。

① 拒絕講價(jià)

As you know ,our Products,Pure hand-made carefully and carefully selected materials. So it is the best price . the lowest price we can provide is showed on the listing. But When you order ,please get a coupon,and save more.（給客戶發(fā)送優(yōu)惠券）

② 詢問產(chǎn)品規(guī)格

About your problem, I have checked the item information for you.

1）__________________________________（回答客戶問題）

2）__________________________________（回答客戶問題）

3）__________________________________（回答客戶問題）

Hope it can help you.

③ 詢問多久發(fā)貨

orders are usually processed within 24 hours . We promise to deliver the goods to you in time. If there is any delay, we will compensate for your loss.

④ 詢問多久收到貨

Normally 8-25 days to get the order, except Brazil. 3-10 days to get Some orders are sent via express service ). Sometime the transit time may be long and vary, particularly during the holiday season. Please contact us if you need help for the tracking。

⑤ 包裝是否安全

Yes, We have 4 years' export packing and transportation experience, we have different packing methods for each kind of products, and we guarantee that there is no damage during the transportation.If there is any damage, we will compensate you。

.......

2、售中：當(dāng)顧客下單至確認(rèn)收貨之間的過程稱為售中服務(wù)，主要包括：顧客付款、支付流程、要求備注、快遞、發(fā)貨、顧客交易評(píng)價(jià)、確認(rèn)收貨過程的所有問題

① 已發(fā)貨，無法取消訂單

Just i check your parcel,sorry to tell that it has been sent out.We can not stop the shipment .May be you like it after you receive the item. If You don’t like it ,and you can put it to your relatives or friends as a gift .

Sorry for the inconvenience and hope you can get it soon.

② 節(jié)日物流延誤

We were having the xxxx( 周末/法定節(jié)日）Holiday from xxxx (日期）to xxxx (日期）. During that time, all the shipping service was not be available and may cause the shipping delay for several days.Please kindly understand and Patiently wait.

③ 未收到貨，客戶要求延長收貨時(shí)間

I have extended the delivery date by 20（30天） days for you , so never worry, your money is safe,please patiently wait.

④ 顯示妥投，但未收到貨

Just I have checked it and it shows that the post have delivered to you. So please go to ask the clerk in your local post with the number。

Please feel free to contact us if you have any further questions.

⑤ 目的國，物流信息停止，跟蹤，建議去當(dāng)?shù)剜]局查詢

Just we check parcel for you,it should have arrived your country,however it might encountered some troubles during the shipping, please check your local Post to confirm it? May be you have forgotten to fetch it.

Please feel free to contact us if you have any further questions.

...........

3、售后

售后服務(wù)就是在顧客收到商品后，在使用的過程中，關(guān)于退換貨以及中差評(píng)、投訴糾紛交易的處理等各個(gè)環(huán)節(jié)。由此可見售后主要是處理顧客的情緒。

那么如何安撫好客服的情緒？首先保持良好的心態(tài)，聽客服說完，發(fā)泄完，然后抓重點(diǎn)解決就好。有句話叫做“不打不相識(shí)“跟客戶也是如此，有糾紛就有機(jī)會(huì)把客戶變成忠實(shí)顧客，甚至交朋友。此刻，糾紛客戶最有可能因?yàn)槟愕奶幚響B(tài)度和方式，發(fā)生180度轉(zhuǎn)變，信任你，給客戶留下深刻的影響（加深了店鋪在顧客心中的好感）。既然在彼此身上花費(fèi)那么多時(shí)間，為何就不能將此時(shí)間段轉(zhuǎn)變成有價(jià)值的溝通，贏得顧客后續(xù)的訂單呢。

同時(shí)不要放過任何贊美顧客的機(jī)會(huì)，善良的，友好的，誠實(shí)的，有信仰等等

① 發(fā)錯(cuò)貨糾紛（把鍋甩給倉庫）

hi, friend, we are sorry for the problem of the product.just we checked it for you,the worker in our warehouse they made a mistake.they choose the wrong one for you.hope you give us a chance.we offer you 2 solution.

(1) you can keep XXX,we will give you XXX dollars refund and XXXX dollars discount for your next order.hope you can cancel the dispute and give us all 5 star feedback for this order.(2) if you can't accept it,plz help to return it to us,when we receice it,we will give you the full refund.which solution do you choose? waiting for your reply.

② 糾紛，先退款，收到貨補(bǔ)錢

i have refund u the full money first , and when u get the items , just refund me 80% money,xx USD, the payment link : xxxxxxxxxx , i give quick talk to you. Also you can get better service from me, like lowest price,quicker shipping speed, better after sales support.

.........

六、訂單處理

初創(chuàng)公司業(yè)務(wù)員，還要懂得如何選擇物流渠道，給各訂單分配物流渠道，方便跟單員直接打印地址標(biāo)簽。

從節(jié)約成本的角度，選擇物流渠道

1、5USD以下，選擇菜鳥經(jīng)濟(jì)小包 / 平郵小包 / 無憂簡易

2、掛號(hào)小包 / E郵寶 / 無憂標(biāo)準(zhǔn) ：單邊不超過60cm，周長不超過90cm，重量2公斤以下。（后臺(tái)對(duì)比價(jià)格，哪個(gè)便宜選擇哪個(gè)物流渠道）

3、E特快 / EMS: 單邊不超過60cm，周長不超過90cm，重量2公斤以上的拋貨。（后臺(tái)對(duì)比價(jià)格，哪個(gè)便宜選擇哪個(gè)物流渠道）

4、DHL / UPS / FedEx : 實(shí)重貨物 （參考貨代報(bào)價(jià)，哪個(gè)便宜選擇哪個(gè)）