速賣通客服做什么工作？常用話術(shù)有哪些？

速賣通是淘寶推出的一個面向海外消費者的網(wǎng)購平臺，任何有貨源的商家，都可以在這個平臺開通店鋪，吸引海外消費者來購買。其實，此平臺客服每天所做的工作和淘寶客服工作內(nèi)容差不了多少，不同的是，速賣通客服基本用的是外語。

崗位職責：

1、處理和跟進速賣通平臺客戶服務(wù)

2、及時回復客戶咨詢,跟進客戶訂單,解決客戶投訴問題;

3、維護賬戶的安全，處理訂單糾紛，維護賬號良好發(fā)展;

4、立足客戶角度，細致貼心靈活為客戶提供所需服務(wù)，提升客戶滿意度和忠誠度。

常用話術(shù)：

1、當買家光顧你店鋪，詢問產(chǎn)品信息時：

重點：跟買家初次打招呼，要親切、自然并表示出你的熱情。盡量在初步溝通時把產(chǎn)品元素介紹清楚， 范例參考:

Hello, my dear friend.Thank you for your visiting to my store, you can find the products you need from my store . If there are not what you need, you can tell us, and we can help you to find the source, please feel free to buy anything! Thanks again.

2、鼓勵買家提高定單金額和定單數(shù)量，提醒買家盡快確認定單時，可參考:

Thank you for your patronage, if you confirm the order as soon as possible, I will send some gifts. A good news: Recently there are a lot of activities in our store. If the value of goods you buy count to a certain amount, we will give you a satisfied discount.

3、交易進行中，通知買家去參看物流情況時，可參考：

The goods you need had been sent to you. It's on the way now.Please pay attention to the delivery and sign as soon as possible. If you have any questions, please feel free to contact me.

4、當完成交易，您表示感謝，并希望他下次能夠再次回頭時，可參考：

Thank you for your purchase, I have prepared you some gifts, which will be sent to you along with the goods.Sincerely hope you like it. I'll give you a discount, if you like to purchase another products.

5、推廣新產(chǎn)品，可給買家推薦自己熱銷的產(chǎn)品。

例如圣誕節(jié)(在圣誕節(jié)來臨之際，圣誕禮品將是一個熱銷產(chǎn)品。很多買家從我們這進貨到他們自己的商店里出售。這個產(chǎn)品的利潤不錯。以下是我們圣誕產(chǎn)品的介紹，請點擊了解。10個起批我們將給您批發(fā)的價格.)

Hi friend,

Right now Christmas is coming, and Christmas gift has a large potential market. Many buyers bought them for resale in their own store, it‘s high profit margin product, here is our Christmas gift link, Please click to check them , if you want to buy more than 10pieces, we also can help you get a wholesale price.

Thanks.

Regards

速賣通客服主要就是回答客戶的問題，幫助客戶解決售前、售后和售中的所有問題的，解決這些問題還是其次，速賣通客服要通過自己的服務(wù)引導客戶來下單，為店鋪贏得銷量，這才是客服的最終目標。想要做好客服，上述這些常用話術(shù)很重要，大家可以參考下。

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這個問題還有疑問的話，可以加幕.思.城火星老師免費咨詢，微.信號是為: msc496。

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