纯干货：分享一些跨境电商客服经常会用到的话术（含中英文）

跨境电商同国内的电商平台一样，是将国内的产品卖到国外去赚取信息差，只不过客服面对的是国外的客户，仍旧需要为客户解决一系列服务问题。

让前来咨询的客户心甘情愿的为产品买单并不是一件容易的事，毕竟客户可以选择这个产品的同时，也有权利和机会选择其他同等类型的产品。那么，电商客服应该如何准确的挖掘客户需求？投诉处理和客户关系管理等这些方面都少不了娴熟的运用话术，下面就为大家分享一些。

1、首次接待

[中]:您好，我亲爱的朋友。感谢您光临我的店铺您可以在我的店铺找到您需要的产品。如果没有找到您需要的，您可以告诉我们，我们可以帮您找到货源，请随意购买!再次感谢。

[英]: Hello,my dear friend.Thank you foryour visiting to my store, you can find theproducts you need at my store .lf there areno goods you need,you can tell us,and wecan help you to find the prouct, please feelhappy to buy everything here! Thanks again.

[中]:亲，您好，非常高兴为您服务，有什么可以为您效劳的呢?

[英]: Dear，hello，lam very happy to serveyou.What canI do for you?

2、提醒买家确认订单

[中] :感谢您的光顾，如果您能尽快确认订单，我会送一些礼物。好消息:最近我们店里有很多活动。如果你方购买的商品价值达到一定数额，我们将会给你一个满意的折扣。

[英]: Thanks your coming,if you confirmthe order as soon as possible,I will send somegifts to you.A good news: Recently there arealot ofactivities in our store.lf the value ofgoods you buy count to a certain amount, wewill give you a satisfied discount.

3、提醒买家货物已发出

[中]:您的货物已经发出，正在路上派送，请注意交货并尽快签字。如果您有任何问题，请随时与我联系。

[英]: The goods you need has been sent toyou.lt's on the way now.Please pay attentionto the deliveryand signit as soon as possibleIf you have any questions,please contact mein your free time.

4、交易完成提示语

[中]:感谢您的购买，我为您准备了一些礼物，这些礼物将随商品一起寄给您。真诚地希望您会喜欢。如果您想购买其他产品，我会给您一个折扣。

[英]: Thank you for your purchase,Ihaveprepared you some gifts, which will be sent toyou along with the goods.Sincerely hope youlike it.I'll give you a discount,if you want topurchase another products.

5、关联销售

[中]:亲爱的，我很抱歉这个宝贝已经没有库存了可以看看这个，两个宝贝的质量非常好，款式和价格都差不多。

[英] Dear，lam very sorry to tell you thatthis productis nolongerin stock,you canlook at this, the quality ofthese two prouctsboth are very good and the styles and pricesare similar.

6、缺货回复

[中]:嗨朋友，非常抱歉，你订购的XXX目前缺货我会和工厂联系，看看他们什么时候能把货做出来我给您推荐一些款式相周的漂亮XXX，希望您能喜欢。您可以点击下面的链接查看它们。如果有什么我能帮忙的，请随时和我们联系。

[英] Hi friend,we are really sorry that theXXX you order is out of stock at the moment.lwill contact the factory to see when they aregoing to be available again.I would like torecommend you some other pretty XXX whichhave the same style.Hope you like them as well.You can clickon the following link to check them out.lfthere' s anythinglcan help Please contactusin your free time.Thanks.

7、售后物流相关问题

[中]:亲爱的客户，你的订单已经从中国发出，到您签收大概需要10-15天时间。

[英]：Dear customer, your order has been sent from China. lt willtakeabout 10 -15days for you to sign your receipt.

[中]:亲爱的客户，这是您在我们店里订购的商品的最近的物流信息。

[英]：Dear customer, this is the latest shipping inofor for theproductsyou orderedin our store.

[中]:您好亲爱的顾客，您的货物正在运输中，您将很快收到货物，请耐心等待，谢谢。

[英]：Hello dear customer, your goods are in transit, you willreceive thegoods soon,please be patient, thank you.

8、让客人给评价好评评

[中]:亲爱的客户，谢谢您对我们店铺的支持。我们正在极力的去改善我们的服务质量等，我们非常希望您能给与我们积极的评价-5星，这会极大的励我们如果有任何事情需要帮助请联系我。

[英]：Dearcustomer Thanks for your continuous support to ourstore, anowestriving toimproveourselves in terms ofservice, quality,sourcingetc.. ltwould be highly appreciatedif you could leave us a positivefeedback-5 starwhich will be agreat encouragement for us. lf thereis anything I can helpwithdon' t hesitate to tell me.

[中]:谢谢您的好评，您的鼓励激励我们前行，我们衷心的希望能有更多的机会合作谢谢。

[英]：Thank you for your positive comment. Your encouragementwill keepusmoving forward.We sincerely hope that we willhave morechances to serveyou. Thanks!

[中]:亲爱的客户，我们很高兴地通知您，您的购买已被发送!一般的到达时间是7.17天。如果您的商品在17天内未到货，请通知我们。在您的产品到达后，为什么不花点时间留下对我们产品和服务的积极反馈呢?这只需要一点点时间,这是帮助别人像你一样购买东西的好方法!谢谢您的惠顾，我们期待着为您提供最好的购物体验!

[英]：Dear Valued Customer, We are happy to inform you thatyourpurchase hasbeen dispatched! The typical time ofarrival is between7 -17 days. [f your itemdoes not arrivewithin 17 days, please let usknow. After your item hasarrived,why not take a moment to leavepositive feedbackabout our products andservice? It only takes amoment, andit' s a great way to help others makepurchases likeyours!Thank you for your custom, and we look forwardtoprovidingyou with the best buying experience again !

9、解决客户差评攻略

1）.打招呼介绍来意(差评)，寻求买家对订单的初步反馈

[中]:尊敬的客户您好: 很抱歉打扰您，非常抱歉您在这里的购物体验不愉快，因此给我们的评分较低，再次致歉。但是，亲爱的，我可以知道您的订单如何处理吗?您能否给我一些反馈以便我给您一些补偿? 谢谢您的答复。

[英]：Hi Dear customer, sorry for bothering you, am really sorrythat youhaveunhappy shopping experience here so thatgave us low rating.sincerelyapologize again. But dear, mayknow what happen to yourorder? Could youpls give mesome feedback so that i can give yousome compensation?i'dappreciate your reply.

2）.未回复:继续寻求反馈，希望族决差评问题

[中]:尊敬的客户您好:下午好，很抱歉再次打扰您，对不起给您造成麻烦，请您给我次为您服务的机会?我真的很想为您解决问题，让您满意，谢谢您的理解。 您的答复将是感激的。您的答复。

[英]：*Hi Dear customer, good afternoon, sorry to bother youagain, i amso sorryfor causing you trouble, could you pleasekindly give me achance to serviceyou? I really want to solvethe problem for you tomake you satisfied, thanksfor yourunderstanding. Your reply will beappreciative.

[中]:尊敬的客户您好:下午好，很抱歉打扰您，您似乎对我们的产品不满意，如果您对该商品有任何疑问，请告诉我们，好的，我会尽力为您解决问题 让您满意谢谢。

[英]：*Hi Dear customer, good afternoon, Sorry to bother you, ltseemsthat you arenot satisfied with our product, if you haveanyproblemabout the item, pleasekindly let us know, ok, iwill try my best tosolve it for you to make yousatisfiedthanks.

以上基本涵盖了大部分场景了，大家可以根据自己的需要拿去用，最后想说的是，现在市面上了已经有很多客服工具支持自动化的回复了，百度文心一言的推出，也代表着是个趋势。如果你想了解，欢迎点进我主页查看其他文章，我都有详细的介绍。