@獨(dú)立站賣家：疫情下，客戶溝通的建議與技巧

近期，由于突發(fā)的新型冠狀病毒疫情，全國(guó)供應(yīng)鏈及物流?均受到影響，就當(dāng)前來(lái)看，疫情對(duì)從事跨境電商的外貿(mào)人的影響將會(huì)持續(xù)一段時(shí)間，在延?的春節(jié)假期后，將會(huì)有?批訂單、客戶售后服務(wù)問(wèn)題等待賣家處理。

為了確保良好的客戶購(gòu)物體驗(yàn)，建議賣家與客戶保持緊密溝通，設(shè)定客戶的預(yù)期。

此外，雨果網(wǎng)還為獨(dú)立站賣家準(zhǔn)備了?些建議及訊息模版，可供參考。

一、網(wǎng)頁(yè)首頁(yè)提示

賣家可在網(wǎng)站首頁(yè)編輯一些文案，消費(fèi)者在訪問(wèn)網(wǎng)頁(yè)即可看見(jiàn)。文案模板如：

Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account for any update. Customer Service will resume from Month Day.

二、Shipping Information頁(yè)面提示

Shipping Information頁(yè)面也可以適當(dāng)?shù)靥砑右恍┪陌该枋?。需要注意的是，如果有任何?guó)家關(guān)檢政策改變，或物流時(shí)效長(zhǎng)期延遲，建議賣家更新配送時(shí)效信息。

三、商品??：發(fā)貨時(shí)間

如果商品??有顯?發(fā)貨時(shí)間，應(yīng)立即更新時(shí)間。例如：從1-3 business days 更新?更?的時(shí)間，7-10 business days 或 1-2周, 取決于賣家的實(shí)際情況。

四、給未發(fā)貨訂單的客戶的電郵

賣家可以參考以下模板，給未發(fā)貨訂單的客戶發(fā)送郵件說(shuō)明。

五、FAQs

除了以上幾個(gè)文案模板建議，接下來(lái)還有幾種買家常見(jiàn)問(wèn)題的回復(fù)文案模板：

1.When will I receive my order?

Due to extended shutdown experienced by our supply chain and logistics network, it will take us some time to work through our order backlog. Orders will be processed starting from Month Day. We are working as quickly as possible to ship your order to you and apologize for any delays. You can log into My Account for order status update. Once your order ships, a Ship Notifification email will be sent to you.

2.Is it safe to receive packages from China?

The health and safety of our customers and our staffff is of utmost importance to us. According to the US Center for Disease Control & Prevention (US CDC), coronaviruses have low survivability on surfaces. The risk of the virus spread from products or packages shipped over a period of days/weeks is very low. There is currently no evidence indicating the coronavirus is transmitted via imported goods. For more information, please visit the US CDC website at https://www.cdc.gov/ coronavirus/2019-ncov/faq.html.

3.Can I get a full refund if I’d like to cancel my order?

①　未發(fā)貨的訂單 — Yes, your order can be canceled and a full refund to your original method of payment will be processed.

②　已發(fā)貨的訂單 — Your order has already been shipped. You can track it here (鏈接). If you’d like to return the items after you receive them, you could initiate a return from My Account. One of our Customer Service representatives will get back to you as soon as possible.

六、其他建議

最后，以下幾個(gè)建議賣家也可以根據(jù)自己的網(wǎng)站實(shí)際情況進(jìn)行查閱和參考：

1.主動(dòng)，直接，有透明度的溝通

客戶可能在這時(shí)候有很多疑問(wèn)，也可能對(duì)他們的訂單有點(diǎn)焦急。建議跟客戶直接溝通，設(shè)定實(shí)際的預(yù)期，避免令客戶再度失望。

2.缺貨

如因未能及時(shí)采購(gòu)物料或貨品，?不能及時(shí)回貨，建議主動(dòng)聯(lián)系客戶，告知更新預(yù)計(jì)發(fā)貨時(shí)間。如果客戶選擇取消訂單，立即處理退款。另外，建議把缺貨商品設(shè)定“Out of Stock”, 并在沒(méi)有明確回貨時(shí)效前，不再接受新訂單。

3.推?活動(dòng)

在供應(yīng)鏈及物料還未恢復(fù)正常前，建議暫時(shí)停?電郵推銷項(xiàng)?或特別推?活動(dòng)，以免進(jìn)?步增加壓?。可以在這段時(shí)間，預(yù)備?些推?活動(dòng)待供應(yīng)鏈及物料還未恢復(fù)正常后?。

4.退款

如果客戶在這時(shí)候要求退款，尤其是未發(fā)貨的訂單，應(yīng)該全數(shù)退款。

5.提供折扣

考慮給所有受影響的客戶?個(gè)Promo Code，折扣可在下?次下單時(shí)?。

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