速卖通专用英语模板 客服交流
客服发货英语话术
在客服工作中，发货是一项重要的任务。
为了确保客户满意度，我们需要掌握一些专业的英语话术。
以下是一些建议：1. 问候客户：- Good morning/afternoon/evening, [客户姓名]! How can I assist you today?- Hello, [客户姓名]! How may I help you with your order?2. 确认订单信息：- May I have your order number, please?- Could you please provide me with the details of your order?3. 告知发货信息：- Your order has been shipped and is on its way to you. The tracking number is [跟踪号码]. You can track it on our website or through the shipping carrier's website. - We have successfully dispatched your order. The estimated delivery date is [预计送达日期]. You willreceive an email with the tracking information once it is shipped.4. 提醒客户检查包裹：- Please make sure to check the contents of the package upon arrival to ensure that everything is in order. - We kindly ask you to inspect the package upon receipt to verify that all items are present and in good condition.5. 告知客户可能的延误：- Unfortunately, there may be some delays due to unforeseen circumstances. We apologize for any inconvenience this may cause and appreciate your understanding.- We are currently experiencing a delay in processing orders. Your order may take longer than expected to be shipped. We apologize for any inconvenience this may cause and appreciate your patience.6. 提供解决方案：- If you have any concerns or issues with your order, please do not hesitate to contact us. We will do our best to resolve the issue as soon as possible.- If you need to make any changes to your order, please contact us before it is shipped. Once the order has been shipped, we cannot make any changes.7. 询问客户满意度：- Is there anything else I can help you with?- How was your experience with our service? We value your feedback and would love to hear from you.8. 结束对话：- Thank you for choosing our company. We hope you enjoy your purchase and have a great day!- Have a wonderful day! If you have any further questions, please feel free to contact us.9. 处理退货和换货：- If you need to return or exchange an item, please refer to our return policy on our website or contact us for assistance.- To initiate a return or exchange, please provide us with your order number and reason for the return/exchange. We will guide you through the process.10. 处理客户的投诉：- We apologize for any inconvenience caused by our service. Please let us know how we can improve and make things right for you.- We take customer complaints very seriously and will do our best to resolve the issue promptly and satisfactorily. Please provide us with more details about the issue so we can investigate and address it accordingly.通过掌握这些英语话术，我们可以更专业、更高效地为客户提供发货服务，提高客户满意度。
英语客服话术模板
英语客服话术模板Effective customer service is the cornerstone of any successful business. In today's highly competitive market, providing exceptional customer support can be the key differentiator that sets a company apart from its rivals. One crucial aspect of delivering top-notch customer service is the use of a well-crafted customer service script. This script serves as a guide for customer service representatives (CSRs) to navigate interactions with customers, ensuring consistency, efficiency, and a positive brand experience.The primary purpose of an English customer service script template is to establish a standardized approach to handling customer inquiries and concerns. It outlines the necessary steps, language, and tone to be used by CSRs when engaging with customers. This template helps to ensure that every customer receives the same high level of service, regardless of which representative they interact with.One of the key benefits of using an English customer service script template is that it helps to streamline the customer service process. By providing CSRs with a structured framework, it reduces the timeand effort required to address customer issues. This, in turn, leads to faster response times, improved customer satisfaction, and ultimately, better business outcomes.Moreover, a well-designed script can help CSRs to navigate difficult or challenging customer interactions with greater confidence and professionalism. It provides them with the necessary language and responses to handle a wide range of scenarios, from simple product inquiries to complex complaints. This not only enhances the customer experience but also helps to reduce the stress and frustration often experienced by customer service representatives.Another important aspect of an English customer service script template is its ability to reinforce the company's brand and values. By incorporating specific language, tone, and messaging, the script can help to ensure that every customer interaction aligns with the organization's overall brand identity and customer-centric approach. This consistency in brand messaging can contribute to building stronger customer loyalty and a more positive brand reputation.When creating an effective English customer service script template, there are several key elements to consider. Firstly, the script should begin with a warm and friendly greeting, setting the tone for the interaction. This could include a simple "Hello, thank you for contacting [Company Name], how may I assist you today?"Next, the script should guide the CSR through the process of gathering relevant information from the customer. This may include asking questions to understand the customer's specific issue or request, as well as obtaining any necessary details, such as order numbers, account information, or contact details.Once the necessary information has been collected, the script should provide a clear and concise response to the customer's inquiry. This response should be tailored to the specific situation, addressing the customer's concerns or questions directly and offering a suitable solution or next steps. The language used in the script should be polite, empathetic, and easy to understand, avoiding technical jargon or overly complex terminology.In addition to the core interaction, the English customer service script template should also include guidelines for handling common scenarios, such as transferring calls, placing customers on hold, or escalating issues to a supervisor. By anticipating these situations and providing pre-scripted responses, the template helps to ensure a seamless and consistent customer experience.Another important aspect of the script is the inclusion of closing statements. These should be designed to leave the customer with a positive impression of the interaction and a clear understanding ofany next steps or follow-up actions. A simple "Thank you for your patience and understanding. Please let me know if there is anything else I can assist you with" can be an effective way to conclude the interaction.Finally, the English customer service script template should be regularly reviewed and updated to reflect changes in the company's policies, products, or customer needs. This ensures that the script remains relevant and effective, and that CSRs are equipped with the most up-to-date information and responses.In conclusion, an effective English customer service script template is a valuable tool for businesses looking to deliver exceptional customer support. By providing a structured framework for CSRs to follow, it helps to ensure consistency, efficiency, and a positive brand experience for customers. By incorporating key elements such as warm greetings, information gathering, tailored responses, and clear closing statements, the script can help to build customer trust, enhance brand reputation, and ultimately, drive business success.。
速卖通留言模版
下单前：当买家光顾你店铺, 询问产品信息时Dear X,Thank you for your inquiry.Yes, we have this item in stock. How many do you want? Right now, Our products are not much left.. Since they are very popular, the product has a high risk of selling out soon. Please place your order as soon as possible. Thank you!亲爱的X，谢谢您的询问，是的，我们有现货。
你想要多少？现在，我们的产品不多了。
因为他们很受欢迎，产品很快就卖出去了。
请您尽快订购。
谢谢你！大量订购询问价格Hi friendsThank you for your inquiry, we very much hope to complete the order with you for me, here is the products link you need, if you buy *** pieces, we can give you a wholesale price, $***/piece. If you have any idea, Please let us know, and we will try our best to help you. Looking forward to your reply.谢谢您的询问，我们非常希望能与您完成订单，这里是您需要的产品链接，如果您一次购买***件，我们可以给您一个批发价格，每件***美元.如果您有任何的问题，请和我沟通。
我会竭尽所能来帮助你。
期待您的答复。
客户议价Dear x,Thank you for your interests in my item.I am sorry but we can’t offer you that low price you asked for. We feel that the price listed is reasonable and has been carefully calculated and leaves me limited profit already.Howe ver, we’d like to offer you some discounts on bulk purchases. If your order is more than X pieces, we will give you a discount of xx% off.Please let me know for any further questions. Thanks.亲爱的，谢谢你对我的兴趣，我很抱歉，但我们不能提供你所要求的低价格。
跨境电商英语客服常用语
跨境电商英语客服常用语跨境电商英语客服常用语对于跨境电商商家而言，拥有一支能够熟练运用英语服务客户的客服团队是非常关键的。
在处理英语客服时，最为重要的是灵活运用语言，表达清晰，同时注重礼节和情感表达。
以下是跨境电商英语客服常用语：问候语1. Hello, how may I assist you today? (你好，我可以帮助你什么吗？)2. Good morning/afternoon/evening, thank you for contacting us. (早上/下午/晚上好，感谢你联系我们。
)3. How are you doing today? (你今天怎么样?)4. May I know your name, please? (请问你的名字是什么?)客户信息确认1. Can you please provide your order number? (能否提供你的订单号码?)2. May I have your email address associated with the account? (能否告诉我关联此帐户的电子邮箱地址?)3. Could you please confirm your name and shipping address? (请确认你的姓名和收货地址?)问题解答1. I'm sorry for the inconvenience. Let me check on that for you. (非常抱歉给您带来的麻烦，让我查一下。
)2. We offer a 30-day return policy. (我们提供30天退货政策)3. Please allow 24-48 hours for processing and shipping. (请等待24-48小时进行处理和发货)4. We accept payment via Paypal, credit card, bank transfer and Western Union. (我们接受通过Paypal、信用卡、银行转账和西联汇款等支付方式。
速卖通新手卖家-基础客户服务邮件模板
问询的处理-8
问询－价格(同意让价)
Dear, Thanks for your inquiry. As you are a new client for us / you are our most welcomed friend, we decided to accept your suggested price / offer 10% discount for the said product(s). Trust you would find the price has reached bottom in consideration of its quality. Wishing you a happy shopping with us.
问询的处理-9
问询－价格(数量折扣)
Dear,
Thanks for your enquiry and we are glad you are interested in our products.
Product: PC Girl Case for iPhone 5S (SKU:72156) Price: $4/pcs Minimum qty: 50 pcs Packing: PP package Shipping: 2-3 business days upon receipt of payment Shipped by: China Post We provide such favorable offer to try to become your reliable business partner. Looking forward to your prompt decision.
问询的处理-4
问询－产品是否有货
Dear, Thanks for your inquiry. Yes, we have plenty of such cases in stock. Could you advise how many pcs you want? 或 Sorry, the item you mentioned is just out of stock and it will be available in two weeks. Could you please check whether the following similar ones are also suitable for you? XXX, XXXX, XXX (link) Looking forward to your prompt reply.
(完整word版)Aliexpress速卖通中差评最终模板
回复速卖通中差评的最终模板1 物流太慢2 没收到货3 色差4 质量不好，做工问题(有胶水，小挂件歪了之类的）5 不知道怎么使用6 短装7发错货8 尺寸不对9 跟想象中不一样，不满意10物流中产生的问题（破损，生锈等等）11 没收到但已开纠纷退款12 对货物很满意1物流太慢We are so sorry it took so many days，but we sent it to you very soon after you paid。
Generally，most buyers get their items in time. But unluckily, it needs many days for customs clearance, and the post office was very busy days before，so it arrived later. However, we will not let any client suffer loss，please leave a message to me, and wewill send a small gift to you as compensation。
Have a good day~2 没收到货Dear, we are so sorry that you have not received the package, as the post office was too busy days before. We just checked that it already arrived in your country. Please contact the post office to confirm。
If you still not receive the package in 15 days，we will resend you another. Wish you have a good day～Dear, we are so sorry that you have not received the package, as the post office was too busy days before. We just checked that it already arrived in your country. could you contact the post office to have a confirm？Hope you could tell us whatever you got or not, so that we can solve the problem for you, sorry for the inconvenience again，3 色差Dear, we are so sorry for the color difference, but due to the angle light and the different display screens, the color of the actual object and the picture may be slightly different, hope you can understand。
项目九 跨境电商客户服务之速卖通订单类型+经典客服回复模板(老师根据实际内容调整)
了解买家- 举例 1
2015年9月注册的买家， 无评价 新手买家 ？从不评价？ --- 不是重点催付对象，看客服的工作量
了解买家- 举例 2
第一步：客服对应动作 - 了解买家未付款的原因
Dear Valuable Customer,（直接用客户名字代替） Thank you for the order. The item you selected is A high quality one with competitive price. You would like it. Instant payment can ensure earlier arrangement to avoid short of stock.
因）
2、另外一种下单—未付款（巴西）
3、订单又来了
已付款-审核未通过
风控未通过订单的回应模板
态度是什么：客户虐我千百遍，我待客户如初恋。
•Dear Valuable Customer, •Thanks for your order, •But we are so sorry to tell you that funds are not approved, •Whether there is a problem for your bank card? •We are looking forward to your reply. •Thank you again. •Sincerely
2、关怀客户-物流动态（中间跟踪）
•Dear customers, •Thanks for your patient waiting. •we'd like to inform you that your order has been Arrived in your country. So pleases kindly pay much more Attention to your order. Your attention helps us to track order status in A better way.
速卖通付款问题解答模板英文
速卖通付款问题解答模板英文How to solve payment issues?If you could not pay for your order through card, please check My Appeal as below:1. When there is appeal pending on the page, you needto submit with required documents first;2. In case, you have already appealed online, kindly be awaiting for 1 business days;3. Otherwise, you could change the payment methods or ensure your card is valid and with sufficient fund.If there is payment errors, you may follow the suggestions as below to solve the problem:CSC_7200011Insufficient funds in card or account of payment.Please top up your account for payment again or use another card/method instead.CSC_7200015Rejected by bank or financial institution, only from whom the detailed reason for rejection can be confirmed.You may contact your bank to get detailed information or use another card/method instead.CSC_7200022, CSC_7200051, CSC_7200001Card is not supported/Incorrect information of cardPlease double check if you have input correct information of card for payment. If you got error after double checking, please pay through another card/method instead.CSC_7200026Due to security reason, card verification(appeal) is required.Please click "Claim on Alipay" button or click to submit document directly.It usually takes 1-3 working days to get a result. But during Shopping Festival, we will make it as soon as possible.CSC_7200034Incomplete information of the order.1. Check if name in the shipping address has been filled in correctly; correct & complete information is required.2. Try to verify your Alipay account.CSC_7200012Expiry date of card is wrong or the card is expired.Please try again with correct expiry date or contact your bank for help. Besides, you may use another card/methods instead.CSC_7200020Something wrong with the card information.Please check and input correct card information.CSC_7200040This card is restricted by bank.Please confirm with bank to get resolve the problem, or use another card/methods instead.CSC_7200006Currency selected for this payment is not supported.Please change to USD or other currencies to try again.CSC_7200009Exceeding limit of your card or bank account.Please modify limit of your card or bank account and try again. Besides, you may use another card/methods instead.CSC_7200021Wrong CVV code was entered.Please enter correct CVV code for payment again.如何解决付款问题？如果您无法通过银行卡支付订单，请查看我的申诉，如下所示：1.当页面上有待处理的上诉时，您需要先提交所需的文件;2.如果您已经在线上诉，请等待1个工作日;3.否则，您可以更改付款方式或确保您的卡有效且资金充足。
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未付款订单 Dear buyer，We have got your order of XXXXXX.But it seems that the order is still unpaid。
If there’s anything I can help with the price， size， etc。
， please feel free to contact me. After the paym ent is confirmed, I will process the order and ship it out as soon as possible。
Thanks！ Best Rega rds译文:我们已收到你的订单,但订单似乎未付款。
如果在价格和尺寸上有什么能帮助的,请随时与我联系。
当付款完成，我将立即备货并发货.谢谢！提示：请根据您产品自身特点对描述内容进行修改。
已付款订单 Dear buyer,Your payment for item XXXXXXXXXXXXXX has been confirmed。
We will ship your order ou t within XXX business days as promised. After doing so， we will send you an e-mail notifying y ou of the tracking number. If you have any other questions， please feel free to let me know。
Th anks！ Best Regards译文:您的订单编号为XXXXXXXXXXXXXX的款项已收到，我们将在承诺的XXX天内发货，发货后，我们将通知你货运单号.如果您有任何问题请随时联系我。
谢谢!提示：请填上您的订单号和发货天数. 发货后Dear ＄buyer，The item XXXXXXXXXXXXXX you ordered has already been shipped out and the tracking num ber is XXXXXXXXXXXXXX。
The shipping status is as follows： XXXXXXXXXXXXXX。
You will get it soon. Thanks for your support！ Best Regards译文：订单号为XXX的货物已经发货，发货单号是XXXX,运输方式是XXX，订单状态是XXXX。
您将会很快收到货物，感谢您的支持和理解。
提示：请填写订单号、发货单号、运输方式和发货日期.询问是否收到货 Dear buyer，According to the status shown on EMS website， your order has been received by you。
If you h ave got the items, please confirm it on DHgate。
com. If not, please let me know。
Thanks!Best Regards译文：EMS网站显示您已收到货物。
如果您已收到货物请到敦煌网确认，如果有问题请告知我。
谢谢！提示:可根据您货物的实际情况进行更改。
客户投诉产品质量有问题 Dear $buyer,I am very sorry to hear about that。
Since I did carefully check the order and the package to make sure everything was in good condition before shipping it out， I suppose that the damage might ha ve happened during the transportation. But I'm still very sorry for the inconvenience this has broug ht you. I guarantee that I will give you more discounts to make this up next time you buy from us。
Thanks for your understanding.Best Regards译文:很抱歉听到发给您的货物有残损,我在发货时再三确定了包装没有问题才给您发货的。
残损可能发生在运输过程中，但我仍旧因为带给您的不便深表歉意.当您下次从我这购买时，我将会给您更多的折扣.感谢您的谅解.提示：请根据投诉的实际情况进行更改. 订单完成 Dear buyer，I am very happy that you have received the order。
Thanks for your support。
I hope that you are satisfied with the items and look forward to doing more business with you in future。
Thanks！译文：我很高兴地看到您已收到货，感谢您的支持。
希望您满意，并期待着在将来与您做更多的生意。
提醒买家给自己留评价 Dear ＄buyer，Thanks for your continuous support to our store, and we are striving to improve ourselves in terms of service, quality， sourcing， etc. It would be highly appreciated if you could leave us a positiv e feedback, which will be a great encouragement for us。
If there's anything I can help with, don't hesitate to tell me.Best Regards译文：感谢您继续支持我们，我们正在改善我们的服务，质量，采购等。
如果您可以给我们一个积极的反馈，我们会非常感激，因为这对我们来说是一个很大的鼓励。
如果有什么我可以帮助，不要犹豫请告诉我。
货物断货 Dear ＄buyer，We are very sorry that item you ordered is out of stock at the moment。
I will contact the factory t o see when it will be available again。
I would like to recommend some other items of similar styl es。
Hope you like them too. You can click on the following link to check them out XXXXXXX? If there’s anything I can help with， please feel free to contact us。
Thanks! Best Regards译文：真是对不起，您订购的产品目前缺货，我会与工厂联系什么时候能补上，并将随时告知你.以下链接提供的产品也很不错XXXXXXXXXXXXX ，您可以看看.有什么我可以帮忙的,请随时与我们联系.谢谢！提示:请在横线处添加同类产品的链接。
折扣Dear $buyer,Thanks for your message. Well， if you buy both of the XXXX items， we can offer you a XXX ％ discount。
Once we confirm your payment， we will ship out the items for you in time. Pleas e feel free to contact us if you have any further questions.Thanks ＆ Best regards！译文：感谢您给我信息。
目前我们正在进行促销，如果你购买了XXXX 个产品，我们可以为您提供XX ％的折扣。
一旦我们确认您的付款，我们将及时发货.如果您有任何进一步的问题，请随时与我们联系.谢谢!提示：请添写希望买家购买的件数和您所能提供的折扣.买家议价 Dear buyer，Thank you for taking interests in our item。
I’m afraid we can't offer you that low price you bargained as the price we offer has been carefully ca lculated and our profit margin is already very limited. However， we can offer you a XXX ％ dis count if you purchase more than XXXXpieces in one order。
If you have any further questions，please let me know。
Thanks！译文：感谢您对我们产品的兴趣，但很抱歉我们不能给您更低的议价。
事实上,我们的上市价格是经过精心计算的且合理的,它已经让我的利润有限。
但如果您一个订单购买超过XXXX件,我们将给你XXX ％的折扣。
有任何问题请联系我。
谢谢！提示：请添加希望买家购买的件数和您所能提供的折扣。
大量订单询价Dear $buyer,Thanks for your inquiry。
We cherish this chance to do business with you very much。
The order of a single sample product costs ＄ XXXX USD with shipping fees included。
If you order XXX pieces in one order， we can offer you the bulk price of XXXXUSD/piece with free shipping. I l ook forward to your reply。