會聊天是一門藝術，一個優良的客服不僅可以把握客戶的錢包，還能把握客戶的忠實度。客服是跨境電商公司里一個很關鍵樞紐。今天，小編就總結了以下一些客戶可能會遇到的情形以及回復例句供大家參考，有了這些模板例句，再依據實際情形稍作潤飾和更改，維護客戶可就便利多了！

1.國內節假日導致物流耽擱

WearesorrytoinformyouthatduetotheChineseSpringFestivalholiday,alllogisticsareoutofserviceatthemoment.Yourordermightbedelayfor3days,wekindlyaskforyourpatienceandthankyousomuchforyourunderstanding.

2.物品發出以后告訴客戶

WearehappytoinformyouthatyourorderXXXX(商品名稱)isontheway！ThetrackingnumberisXXXXXXX(物流單號)andyouwillreceiveitinestimated7days.Thankyouverymuchfororderingwithus,wehopeyouhaveahappyshoppingexperiencewithus！

3.買家收貨后，邀請買家留下評價

WenoticedthatyourorderXXX(訂單號)isdelivered.Didyoureceiveit？Areyouhappywithyouritem？Ifyouaresatisfiedwithourproductandservice,canyouleaveusagoodreview？Yourreviewisveryimportantforourdevelopingbusiness,weappreciateyourtimeandlookingforwardtoyourfurtherorder！

4.收到買家好評后的感激及后續營銷

Thankyousomuchforyourgoodreview！Wehaveprepareda20%offdiscount‘XXXXX’(折扣代碼)foryournextorder！WelookforwardtoserveyoumoreinthefutureandWishyouniceday！

5.買家產生退貨

Sorryforthebadshoppingexperiencewebroughtyou,weofferitemreturnservice,pleasesendtheproductbacktotheaddress:XXXXX(退貨地址)Yourrefundwillbeproceedassoonaswereceivedyourreturneditem.Wewillkeepimprovingourproductqualityandcustomerservice,hopewecanseeyouagainsooninthefuture！

6.提供更新物流狀況給到買家

YourorderXXXX(訂單號)hasarrivedyourcountryandisnowundercustomsinspection！Wehopeyoucanreceiveyourparcelassoonaspossible！Pleasefeelfreetocontactusatanytimeifyouhaveanyquestions！

7.店鋪活動營銷通知模板

ChristmasSale！Thankyousomuchforbeingwithusthisyear,wearehavingourChristmasSalenow,upto50%OFFforallitems！Don’tmissout,comeandhavealookinourstorenow！

作為一個與買家直接接觸的第一線，客服的態度時時刻刻體現著公司價值觀和經營理念，只有造就自己的交流技巧，盡力讓買家滿意，能力為公司帶來更大化收益，實現自己的價值。今天這些跨境電商客服回復典范，你學會了嗎？

特別聲明：以上文章內容僅代表作者本人觀點，不代表ESG跨境電商觀點或立場。如有關于作品內容、版權或其它問題請于作品發表后的30日內與ESG跨境電商聯系。