聊一聊我是怎么做跨境电商客服的——解决要点和邮件模板

在之前的文章中，我介绍过自己同时在做三份工作。主业就是做ebay的客服，时间比较稳定，下班前当天来的邮件都能处理完，基本不需要加班。工作快一年以来，处理的邮件有上千封，遇到的客户各色各样。来信的问题主要分为三类——咨询，产品客诉，物流客诉 咨询邮件回复咨询的邮件是为了帮助转化订单，或者避免以后的客诉。回复咨询的邮件是为了帮助转化订单，或者避免以后的客诉。{\color{orange}{回复咨询的邮件是为了帮助转化订单，或者避免以后的客诉。}} 客户有时会问产品问题，有时会问邮编问题，这些问题都要及时和物流同事或者采购确认清楚，尽快回复给客户。Dear customer, Thanks for contacting us/your message. Thank you have interested in our product. 回答问题。 If you have any other concerns, please feel free to let us know. We will try our best to help you. Have a nice day. Yours Sincerely, XXX 产品投诉产品投诉是比较棘手的，需要判断产品是因为什么原因损坏的并且记录在对应的客诉表里。客户描述收到时产品就是破损的，根据经验判断是运输途中损坏的，还是出厂时工厂没有检查问题而直接发货。配件丢失或者破损可以补发配件，如果没有可补发的配件，可以和客户协商部分退款，看他能不能从别的商店购买，由我们补偿损失。Dear Customer, Thanks for contacting us. We express our sincere apology for the inconvenience so caused. We will dispute with courier/manufacturer about your problem and try to improve it next time. We could refund XXX to you as compensation, would you like to keep the item? Apologizes again. Waiting for your reply. Yours sincerely, 国外客户用词比较激烈，比如觉得我提出的offer比较少，会说你 insult{\color{red}{insult}} 他，但当你加价到他想要的金额时，他会thank you very much. 如果客户提出的金额不满意，我会告诉客户我的底线是多少，如果不同意的话，可以退货退款或者退货补发Dear customer， Thanks for your message. We are sorry for the inconvenience, please accept our apology. We could refund you up to XXX as compensation, would you like to keep it? If you are really dissatisfied with this solution, you can send it back to us. After receiving the item, we can give you a refund or resend you a new one. Please let us know which solution you want to choose, thank you for your kind understanding. Apologize again. Waiting for your reply. Yours Sincerely, XXX 物流投诉当遇到物流问题的延迟，丢件时，尽量提前联系客户，告知物流状态，并提出解决办法。仓库发货延迟，我们经常会给客户优惠券，请他们多等几天。Dear customer,Sorry to disturb you.We are really sorry that because there are too many products in warehouse recently, the handling time is a little slower, hope for your kind understanding. Dont worry. We will try to send your item to the logistics provider today, and the logistics provider is expected to ship within 2 to 3 business days. You can check the tracking number of the eBay platform later. Thank you for your patience. And we will give you a store coupon as compensation that you could use it next time. The coupon is . Really thank you for your kind understanding! If you have any other concerns, please feel free to let us know. We will try our best to help you. Have a nice day.Yours Sincerely,物流时间太长的话，会这样给客户发信：Dear customer, Thanks for contacting us and sorry for keeping you waiting.Sorry for the inconvenience so caused, please accept our apology.We handed your item to logistic provider on 7th and it might be delayed due to epidemic. Now the item is in transit and will be delivered to you soon. Could you please kindly wait for 2 more days?And we will give you a store coupon as compensation that you could use it next time. The coupon is http://ebay.us/LA8pGE. Really thank you for your kind understanding! If you still do not receive the item within 2 days, please feel free to let us know. We will try our best to help you. Have a nice day. Yours Sincerely, 物流丢件，主动发信询问客户补发一个新的行不行：Dear customer, Thanks for contacting us and sorry for keeping you waiting.We feel so sorry about this, please accept our apology. The item might be lost during transportation, we will dispute with logistic provider about your problem.As for your order, we could resend a new item to you. Is that acceptable for you? We will arrange to send it to you in time after getting your confirmation. Apologize again. Waiting for your reply. Have a nice day. Yours Sincerely, 处理差评有些客户在收到产品后留下差评，但此前从未来信，第一封要和客户致歉，询问留差评的原因。如果差评不合理，要及时和平台申诉移除，保障账户安全。Dear customer, We noticed that you left a negative feedback to us . We are sorry for the inconvenience, please accept our apology.We want to confirm with you what problem with the product ? After receiving your reply , we will help you solve this problem. Apologize again. Waiting for your reply. Yours Sincerely, 了解原因之后和客户商量能否进行一些补偿或者通过补发帮忙修改差评。一般和客户商量先修改差评后补偿，或者先补偿一部分修改后再补偿剩下的。Dear customer, We noticed that you left a negative feedback to us . We are sorry for the inconvenience, please accept our apology.We could make refund of XXX to you. Could you revise the feedback for us please? This is really important to us! Apologize again. Waiting for your reply. Yours Sincerely, 感谢观看，我是一个做外贸的，一个学英语的，一个想努力赚钱买房的女仔。喜欢我的分享，请关注点赞吧！我会不定期地分享自己的生活体验和外贸故事。