邮件回复技巧
合集下载
相关主题
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
邮件回复技巧
陈婉琪
类型
▪ 日常邮件（询盘、售后、询问物流）
▪ 缺货订单联系 ▪ 物流退件联系
客服的心理
站在客户的角度思考问题
读懂客户的真实意图
尽力留住客户
▪注意事项
• 跟客户沟通语气一定要客气委婉，绝对不能激怒客户而留下任何不好的 评价，解决方案要提供到位,让客户感到满意,不要答非所问或问客户重复 性的问题. • • 回复内容及格式要规范，不要太过随意简洁。遇到极其暴躁的客人例外，
挂号未收到
Hi friend Thanks very much for contacting us. I am sorry for the inconvenience to you. I have double checked just now,your package had been sent out via XX, the tracking number is XXXXXX. It normally will take X to X days to your country, please check,here is the tracking page: http://www.17track.net/en From the shipping information,we can see the package is still on the normal transit to you. I appreciate your patience and understanding to wait for your package. If you do not receive your package in time,please feel free to let me know and I will check and offer you a solution. Any question please feel free to contact me. Best regards Vanky
缺货7到10天（包裹破损或丢失）
Dear friend Thanks very much for your purchase in our store. I am Vanky,Customer Service of XX,sorry to bother you. Today I got logistic company‘s call, they told me your package was damaged during the transit and they had decided to destroy the package. I apologized for the terrible shipping sincerely. In this case, may I reship you a new package via another shipping as soon as possible? Normally it will take X to X days to you. What’s your idea? Really sorry for all the inconvenience to you again. Any ideas please feel free to tell me Waiting for your reply Best regards Vanky
物流方面的邮件
平邮未收到
发平邮没有追踪号的，一般到货时间也是最长，大概需要35-40天，客户反应未收到， 首先可以让客户等一段时间，接下里可以跟客户核对地址去邮局查看。最后还收不到， 可以协商给客户安排重发或者假意重发，拖延一段时间。 有时候客户会很快收到，就算收不到可能也过了两个月，减小给差评的几率。 如果客户态度比较强硬，可以安排真重发或者部分（全额）退款，根据订单金额来决 定。
挂号未收到
挂号的因为有追踪号，所以可以清客户耐心等待，并提供物流信息让客户信服。 若挂号长期查不到，需要联系物流部同事帮忙核实是否被海关退回或者别的原因， 根据实际情况再给客户提供合理的处理方案。
平邮未收到
Hello friend Thanks very much for your message. Please accept my sincere apologies for all the inconvenience to you. I just checked your package had been sent out via surface mail with tracking number XXXXXX. Since your package was sent out via surface mail, it cannot be tracked any more after it arrives at your local country. Normally it will take 15 to 35 working days to you,but sometimes it needs more day since there is something out od our control. According to our experience,the package is on the normal transit to you,I appreciate your patience an understanding to wait for your package. Any problems please feel free to contact me. Have a nice day Vanky
报价后跟进（隔一段时间再联系）
Hi dear friend Glad to contact you again! Have you kindly checked my offer? Hope they are workable for your market! Sorry that we still don't receive any information from you Your any comment about our offer will be highly appreciated, including price,quality,service. No matter if it is positive answer, it will really be great help for us to meet your requirement. Looking forward to your early reply and wish we will promote business as well as friendship! Best regards Vanky
质量售后
当客户投诉说东西用不了,收到烂掉了或无法工作时（比如电 池充不进电或其他原因说坏了）首先与客户核对信息，是否个 人操作问题，或者产品本身可能存在质量问题，或描述有误导 致与客户机器不匹配,确认好问题之后，再协助客户提供解决 方案，自己无法解决的，可以向采购，质检等反馈，寻求帮助。 还是无法得到改善.我们可以给客户换货或退款。
日常邮件（询盘、质量售后、询问物流）
询盘（报价）：以优惠的价格尽量引导客人线下付款
Hello dear friend, Welcome you! Thanks very much for your interests in our items. I am glad to offer you our best quotation of XX. If you want to do the business on eBay directly, the best price will be XXX. If you agree to do the business on PayPal,we can offer you a better price for XX will be XX. What’s your idea? If you want to make a deal on PayPal, please offer me your email address so that I can send you the invoice. After you finish the payment, we will arrange the shipping as soon as possible Best regards Vanky
报价后跟进（1-2天无回复）
Hello dear, How are you doing now? I am Vanky, customer service of XX, sorry to bother you I haven't received any information from your side. My last quotation is attached to avoid you missing it. May I have your idea about our offer? We will try to satisfy you upon receipt of your reply as we don't want to lost a good customer like you! If you have interests to purchase,please kindly offer us the quantity of the item you need so that we can send you the invoice as soon as possible If there is anything we can do for you, we shall be more than pleased to do so. Hope we can build good cooperation with you. Best regards Vanky
这种情况不要太罗嗦，应该迅速及时的给出恰当的解决办法。
周六售后邮件一定要紧急处理
•wenku.baidu.com
使用ERP内现有的模板时一定要注意检查，该补充的内容补充，不止一
种模板的要注意将原有的备注去掉
处理邮件的五个步骤
开篇：自我介绍//让人感到礼貌和专业 正面回应客人的问题//让客户感到被尊重 对客人提出的问题进行解释//合理解释，并撇开我方的主观错误 提出解决方案//多样化的，可供客人选择的方案 结束语//表达感谢或者歉意，给客人提方案的余地，落款不要匿名
平邮未收到
Dear friend, I am sorry to hear that you still have not got the item. It is still on its way to you since it is an international shipment from China, and the duration on its way to you is out of control. Normally it will take X to X days Your item has been shipped to your Paypal address as following please confirm it is the correct one, （copy eBay address） Please ask families or neighbors to see if anyone keeps package for you, and contact local post office for more information. If no available, pls be sure contact back. We must take further actions for you. Best regards Vanky
缺货订单
缺货3-5天（物流退回为由联系）
Hello friend How are you today? I am Vanky, Customer Service of XX, sorry to bother you. I am sorry to tell you that today I got logistic company's call and they told me your package had been arrested by customs. Now the package is on the way returning to us. I apologized for this issue sincerely. In this case,may I reship you a new package via another shipping as soon as possible? Any idea please feel free to contact me. Have a nice day Vanky
陈婉琪
类型
▪ 日常邮件（询盘、售后、询问物流）
▪ 缺货订单联系 ▪ 物流退件联系
客服的心理
站在客户的角度思考问题
读懂客户的真实意图
尽力留住客户
▪注意事项
• 跟客户沟通语气一定要客气委婉，绝对不能激怒客户而留下任何不好的 评价，解决方案要提供到位,让客户感到满意,不要答非所问或问客户重复 性的问题. • • 回复内容及格式要规范，不要太过随意简洁。遇到极其暴躁的客人例外，
挂号未收到
Hi friend Thanks very much for contacting us. I am sorry for the inconvenience to you. I have double checked just now,your package had been sent out via XX, the tracking number is XXXXXX. It normally will take X to X days to your country, please check,here is the tracking page: http://www.17track.net/en From the shipping information,we can see the package is still on the normal transit to you. I appreciate your patience and understanding to wait for your package. If you do not receive your package in time,please feel free to let me know and I will check and offer you a solution. Any question please feel free to contact me. Best regards Vanky
缺货7到10天（包裹破损或丢失）
Dear friend Thanks very much for your purchase in our store. I am Vanky,Customer Service of XX,sorry to bother you. Today I got logistic company‘s call, they told me your package was damaged during the transit and they had decided to destroy the package. I apologized for the terrible shipping sincerely. In this case, may I reship you a new package via another shipping as soon as possible? Normally it will take X to X days to you. What’s your idea? Really sorry for all the inconvenience to you again. Any ideas please feel free to tell me Waiting for your reply Best regards Vanky
物流方面的邮件
平邮未收到
发平邮没有追踪号的，一般到货时间也是最长，大概需要35-40天，客户反应未收到， 首先可以让客户等一段时间，接下里可以跟客户核对地址去邮局查看。最后还收不到， 可以协商给客户安排重发或者假意重发，拖延一段时间。 有时候客户会很快收到，就算收不到可能也过了两个月，减小给差评的几率。 如果客户态度比较强硬，可以安排真重发或者部分（全额）退款，根据订单金额来决 定。
挂号未收到
挂号的因为有追踪号，所以可以清客户耐心等待，并提供物流信息让客户信服。 若挂号长期查不到，需要联系物流部同事帮忙核实是否被海关退回或者别的原因， 根据实际情况再给客户提供合理的处理方案。
平邮未收到
Hello friend Thanks very much for your message. Please accept my sincere apologies for all the inconvenience to you. I just checked your package had been sent out via surface mail with tracking number XXXXXX. Since your package was sent out via surface mail, it cannot be tracked any more after it arrives at your local country. Normally it will take 15 to 35 working days to you,but sometimes it needs more day since there is something out od our control. According to our experience,the package is on the normal transit to you,I appreciate your patience an understanding to wait for your package. Any problems please feel free to contact me. Have a nice day Vanky
报价后跟进（隔一段时间再联系）
Hi dear friend Glad to contact you again! Have you kindly checked my offer? Hope they are workable for your market! Sorry that we still don't receive any information from you Your any comment about our offer will be highly appreciated, including price,quality,service. No matter if it is positive answer, it will really be great help for us to meet your requirement. Looking forward to your early reply and wish we will promote business as well as friendship! Best regards Vanky
质量售后
当客户投诉说东西用不了,收到烂掉了或无法工作时（比如电 池充不进电或其他原因说坏了）首先与客户核对信息，是否个 人操作问题，或者产品本身可能存在质量问题，或描述有误导 致与客户机器不匹配,确认好问题之后，再协助客户提供解决 方案，自己无法解决的，可以向采购，质检等反馈，寻求帮助。 还是无法得到改善.我们可以给客户换货或退款。
日常邮件（询盘、质量售后、询问物流）
询盘（报价）：以优惠的价格尽量引导客人线下付款
Hello dear friend, Welcome you! Thanks very much for your interests in our items. I am glad to offer you our best quotation of XX. If you want to do the business on eBay directly, the best price will be XXX. If you agree to do the business on PayPal,we can offer you a better price for XX will be XX. What’s your idea? If you want to make a deal on PayPal, please offer me your email address so that I can send you the invoice. After you finish the payment, we will arrange the shipping as soon as possible Best regards Vanky
报价后跟进（1-2天无回复）
Hello dear, How are you doing now? I am Vanky, customer service of XX, sorry to bother you I haven't received any information from your side. My last quotation is attached to avoid you missing it. May I have your idea about our offer? We will try to satisfy you upon receipt of your reply as we don't want to lost a good customer like you! If you have interests to purchase,please kindly offer us the quantity of the item you need so that we can send you the invoice as soon as possible If there is anything we can do for you, we shall be more than pleased to do so. Hope we can build good cooperation with you. Best regards Vanky
这种情况不要太罗嗦，应该迅速及时的给出恰当的解决办法。
周六售后邮件一定要紧急处理
•wenku.baidu.com
使用ERP内现有的模板时一定要注意检查，该补充的内容补充，不止一
种模板的要注意将原有的备注去掉
处理邮件的五个步骤
开篇：自我介绍//让人感到礼貌和专业 正面回应客人的问题//让客户感到被尊重 对客人提出的问题进行解释//合理解释，并撇开我方的主观错误 提出解决方案//多样化的，可供客人选择的方案 结束语//表达感谢或者歉意，给客人提方案的余地，落款不要匿名
平邮未收到
Dear friend, I am sorry to hear that you still have not got the item. It is still on its way to you since it is an international shipment from China, and the duration on its way to you is out of control. Normally it will take X to X days Your item has been shipped to your Paypal address as following please confirm it is the correct one, （copy eBay address） Please ask families or neighbors to see if anyone keeps package for you, and contact local post office for more information. If no available, pls be sure contact back. We must take further actions for you. Best regards Vanky
缺货订单
缺货3-5天（物流退回为由联系）
Hello friend How are you today? I am Vanky, Customer Service of XX, sorry to bother you. I am sorry to tell you that today I got logistic company's call and they told me your package had been arrested by customs. Now the package is on the way returning to us. I apologized for this issue sincerely. In this case,may I reship you a new package via another shipping as soon as possible? Any idea please feel free to contact me. Have a nice day Vanky