跨境电商基础与实务 课件 项目十 跨境电商客户服务.pptx

跨境电商客户服务;01跨境电商客户服务;知识目标;思维导图;任务背景;跨境电商客户服务;;（一）客户服务的含义;（二）跨境电商客户服务的原则;;（一）基本职责

;首先，要了解客服工作内容和岗位流程，了解跨境电商行业、企业的相关知识，学会沟通工具的使用,掌握一定的沟通技巧和商务礼仪，具备发现潜在客户的敏锐性。

其次，了解跨境电商法律法规、平台规则，熟知商品知识、商品特点，了解商品交易的成本预算以及物流通关、付款结算、退换货等信息。

同时，熟悉下单流程，能够提供各种服务，具备发现问题、反映问题和解决问题的能力，妥善控制损失的能力和协调沟通的能力，具有一定的谈判技巧，在售前、售中和售后都能够应对自如，掌握足够的沟通技巧和纠纷处理能力。

还有，具备专业的外语沟通能力和商务函电技巧。;;跨境电商平台工具;（二）沟通技巧;1.询问商品细节（size,color，specifications，quantityandsoon）

Hello，mydearfriend,Howareyoutoday?Thisis______.ThankyouforyourinquiryAboutyourproblem,Ihavecheckedtheiteminformationforyou.(具体问题).Hopeitcanhelpyou.

Anyotherquestions,feelfreetoletmeknow.Niceday.

2.折扣问题

Hello，Dearfriend,Howareyoutoday?Thisis______.Thankyouforyourinterestsinmyitem.Perhapswecan’tacceptthepriceyouoffer.I’msorryforthat.Infactthepriceisreasonable.Weonlyhavealittle/lowbenefit(利润).But,wearewillingtoofferyousomediscountsifyoubuymoreproductsatonetime.Ifyoubuymorethan5products,wewillgive5%discounttoyou.Ifyouhaveanyotherquestions,pleasetellus.

Haveaniceday.

;3.物流问题

（1）免运费

Hello，mydearfriend,Howareyoutoday?Thisis______.

Thankyouforyourofferanditwillbeagreatpleasuretodobusinesswithyou.Youknowwehavetoshouldertheshippingfees,thusthepricewehavehereisalreadyverylowandcompetitive.Hopeyoucanunderstand.

Haveaniceday.

（2）含运费

Hello，mydearfriend,Howareyoutoday?Thisis______.

Thankyouforyourofferanditwillbeagreatpleasuretodobusinesswithyou.Thepricewehavehereisalreadyverylowandcompetitive,sothelowestpricewecanprovideisshowedonthelisting.Ifyouhaveanyquestion,pleasesfeelfreetoaskme.

Haveaniceday.

;

（3）询问跟踪号，跟踪号无用

Hello，mydearfriend,Sorry,theremaybesomethingwrongwiththepostalsystem.Sowecannotgetthetrackingnumber.Butdon’tworry,wewon’tletyousufferanylosses.Youritemhasbeenshippedon29/3/2023,andhadpassed