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跨境卖家快收藏,超实用的疫情应对客服话术汇总

发布日期:2020-04-01

受疫情影响,跨境电商和外贸行业已经“荣升”为2020年第一季度最惨的行业。虽然这话有一点点夸张的成分,但不可否认的是此次疫情对跨境电商行业的影响确实是极大的。


疫情期间,很多买家对订单及产品会有各方面的担心和考虑,为了帮助卖家朋友们做好这部分买家的安抚工作,我们特整理了一批应对疫情疑问的客服话术,以供大家参考。


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1、买家咨询中国疫情的影响?(是否很严重等)


回复思路:主要强调国家疫情主要集中在武汉地区,国家已经采取强有力的措施管控,并得到各国以及WHO的肯定,会越来越好,相信国家的力量。


参考话术:    


Main epidemic situation is only in Wuhan, which is under control. China is determined and capable of winning the battle against the Coronavirus.


The government’s performance received compliments from all over the world, said as WHO's current director-general Tedros Adhanom Ghebreyesus, China has set a new standard for countries around the world in epidemic prevention and control. 


And also China is getting the supports from all over the world. So we do believe that the situation will go better and better, and all business will get restored soon.


2.从中国运出包裹或货品,是否会携带冠状肺炎病毒?


参考话术:


According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV, since coronaviruses do not survive long on objects, such as letters or packages". 


And till now, there is no evidence to show that there is any virus within the package.


3、货物是否会有延迟?


回复思路:


本身前段时间也是春节假期,物流本身就受到影响,所以我们还是从春节假期这个事情做说明,减少用户对疫情的过分解读,但是关于疫情后面也需要稍微正面的说明下现在情况,并表示对政府强有力措施的信心。


参考话术:


From 23rd Jan - 29th Feb, it is Chinese traditional festival, The Spring Festival, most enterprises, sellers, logistics will be holiday, the shipment will get impacted a little, but the gradually resumption of these logistics by the middle of Feb.. 


However, delays are expected to continue in Wuhan, Hubei Province. 


Authorities are taking strict measures on this public health event, the epidemic situation is under control, all things will get restored soon. We will continue pay a close attention on this issue, you will be informed immediately if we receive any updates crucial to your order. 


Your understanding and support will be highly appreciated.


4、为什么你们今年春节放这么长的假,是不是疫情太严重了?


回复思路:其实很多用户也知道是因为疫情的影响,所以简要正面的回复用户该问题即可。


参考话术:


In order to interrupt the spread of coronavirus, the government is taking the strong action on this,including prolonging the holiday, China is determined and capable of winning the battle against the Coronavirus, all things will be restored soon.


5、买家不想等待,想要取消订单。


回复思路:首先感谢用户的订单,并表达理解,需要解释自己无法发货是由于春节假期的问题,很多工厂及物流公司还未复工。然后根据自己的实际情况适当安抚买家,为买家树立信心,可适当地给出补偿,让用户继续等待,无需取消订单,如果买家执意取消,直接引导取消订单即可。


参考话术:


1)如果自己近期可以发货了:


I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, I do appreciate that if you could wait a little longer for the shipment,since I am already prepare your order, and could arrange the shipment within () days.


2)如果不能发货且不确认,但是想要挽留订单:


I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, if you could wait to 29th Feb., “I could give you a coupon on your next order, or I could send one more item as the gift”(这个根据自己的实际情况看如何通过给用户补偿来挽留订单).


3)买家执意取消订单:


I do understand that you can’t wait for that long. You could request the refund in your account, if you need any assistance, you may contact DHgate Customer, they will help you with it. 


Thanks again for your support. Looking forward more business with you soon, after all issues have been settled。(直接爽快的答应取消,并表达出对疫情控制的乐观态度)


6、为什么迟迟不发货?


参考话术:


Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the export and import amount, some packages got returned because of this limitation. 


DHgate is working with the logistic company and the authorities, and trying to seek more paths for sellers to send out the packages, and make sure the goods could be sent out as soon as possible. Thanks for your understanding and patience.


7、疫情对国际物流有没有影响?


参考话术:


Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic, there is an expected delay on the delivery. 


We suggest you pay a close attention on any adjustment or the announcement from your internal logistics company or government. 


Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.


8、为什么发货了之后没有跟踪信息呢?


参考话术:


With the alleviation of the pandemic situation in China, most factories, and the logistics resumed their production, more and more packages could be sent out in time. 


But as the globally spread of the pandemic, there are more strict inspections on both import and export, and it will take longer time for the logistic to have the online shipping information in time. 


We suggest you wait for more days and track it online by yourself in time. Meanwhile, I will also inform you the latest logistics situation. 


Thanks for your support and patience.


9、什么时间能收到货物?


参考话术:


Once your order has been received, the seller will get the item prepared, and send it out as soon as possible. 


But just as affected by the globally spread of 2019 – nCov, there is an expected delay on the logistic, for some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic. 


We suggest you wait for more days, and pay a close attention on the adjustment or the announcement from your internal logistics company or government at the same time. 


Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.


10、防护用品的准入、销售等规范是怎样的?买家质疑安全性合规性问题如何解释?


参考话术:


DHgate has set a very strict access condition on respirators, and other protective equipment. 


All listed products are produced and distributed abroad and subject to the laws of its country of origin, and from the sellers who have been authorized with CE or FDA certification.

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