手把手教你做客服.pptVIP

手把手教你做 客服 开发一个新客户的成本，相当于维护一个老客户的7倍 ——《营销学》  目录 顾客的忠诚 客服的流程 邮件格式简介 客户话术实例（模板） 顾客的忠诚 客服的意义 马斯洛的需求层次理论 客服流程 邮件格式 Dear ***, Thanks for purchasing from our shop. ? Items will be sending to you by DHL. If you have any questions, please don’t hesitate to contact us. ? Best Wishes, Eva 邮件格式 以Dear （人名）开头 ，“,”结尾 问候语，感谢语 正文 结语，“,”结尾 署名 标点符号必须为英文 首字母与人名必须大写 标点符号前没有空格，标点符号后必须有空格 Dear ***, Thanks for purchasing from our shop. ? Items will be sending to you by DHL. If you have any questions, please don’t hesitate to contact us. ? Best Wishes, Eva 客服话术实例 Hello ******, ? So sorry about the shipping is slower than usual. ? I just checked the shipping record for you, the process result shows that: Your item has been processed through a sort facility in SHANGHAI, CHINA PEOPLES REP at 9:02 pm on November 08, 2011. But this information won’t be updated until the parcel reach your country customs and scan into the system. That’s means your package has left China, will arrive your country anytime from now. I just contacted the guy for you and confirmed that your package has left the Chinese customs. ? Sorry for all the inconvenience again. ? Wishes you’ll be satisfied with our services. Eva Dear ***, ? How are you doing? ? We are so happy to inform you that your order (order ID: xxx) has been sent out on 19th Feb via EMS/ CPAM/ EUB/ DHL/ FedEx. It will take about 5-10 business days to arrive at you. ? We will continue to track the parcel for you, make sure that your goods will reach you safely and quickly. ? Once you pay for the order, only your satisfy will made us satisfied. From now on, you’re our VIP customer, and we will give you 5% extra discount for next order. Any questions, please contact us freely. ? Hope we will have a good start cooperation. Eva QQQ群：140598605 关注微信号下载更多干货 ：smt_caomao 更多资料下载 * 随着社会的进步，人民收入的提高，消费者需要的不仅仅是一个产品，更需要的是这种产品带来的特定或个性化的服务，从而有一种被尊重和自我价值实现的感觉，而这种感觉所带来的就是顾客的忠诚度。服务营销不仅仅是某个行业发展的一种新趋势，更是社会进步的一种必然产物 。 *