跨境电商客户服务 第2版 项目四 跨境电商售中沟通与服务

项目四跨境电商售中沟通与服务学习目标了解跨境电商售中沟通与服务的定义和内容。

了解跨境电商售中沟通与服务的常见问题，掌握常见表达方法和回答问题的思路及技巧。掌握订单跟进、物流跟踪的沟通与服务技巧。熟悉特殊订单的处理技巧。了解关联产品推介的方法。能力目标能运用站内信、阿里旺旺国际版等工具，提供售中沟通与服务。能妥善处理特殊订单。能及时、灵活地推介关联产品。。素养目标体会各国文化差异，感受不同的语言魅力和意识差别。培养求同存异的合作关系和安全意识。培养正确的服务意识、质量意识和良好的职业素养。思维导图在销售过程中，客户会向跨境电商客服人员咨询商品优惠活动，或者是在操作过程中出现无法付款、想换货、换收货地址等问题，需要跨境电商客服人员针对这些售中过程中出现的问题进行有针对性的回复。项目描述任务一：处理收到订单相关问题了解跨境电商售中沟通与服务的定义掌握沟通技巧学习处理订单相关问题任务分析一、跨境电商售中沟通与服务的定义和类型跨境电商的售中服务阶段是指客户从下单到签收货物的这一时间段。售中沟通与服务是体现卖家服务质量的重要环节，其具体形式包括在线即时交流、邮件交流以及部分口语交流等。跨境电商售中沟通与服务涉及的环节包括：收到订单、物流跟踪、关联产品推介、特殊订单处理。业务知识二、跨境电商售中沟通与服务沟通方法在销售过程中，客户会向客服人员咨询商品优惠活动，其中会有部分客户是批发商，他们通过跨境电商平台寻找供应商，希望在磋商的过程中获得较优惠的价格。面对批发的客户，客服人员需要与他们进行多次沟通，在这个过程中，会涉及与客户讨价还价。讨价是指一方报价后，另一方认为其报价离期望目标太远，而要求报价方重新报价或改善报价的行为。还价是指一方根据对方的报价和自己的谈判目标，提出自己的价格条件。客服人员在给客户还价时，要分

析对方还价的原因和期望值，了解如何在确保公司利益的前提下，满足对方的需求。因此，在讨价还价的过程中，可以遵循以下原则：不要做无谓的减价；减价要恰到好处，宗旨是我方较小的减价能给对方带来较大的满足，以求得较大的回报；减价幅度不宜过大，频率不宜过高，以免给客户价格虚高的感受；不要承诺给予同等幅度的减价。业务知识针对有疑问的订单，可以采用“四步走”解决方案Step

1：表达对客户订单的感谢。Step

2：直接向客户说明留言的缘由，不拐弯抹角。Step

3：如有必要，向客户提供相关链接。Step

4：要表达对客户回复的期待。业务知识对于已付款的订单，客服人员需要给客户留言并及时告知其发货信息。若客户已付款，但未通过平台资金风控审核，或者由于卖家库存无货而不能及时发货，就需要及时与客户沟通，尽快解决问题。售中客服收到订单后的主要工作流程如图

4-1所示。业务知识四、收到订单的回复模板1.提醒未付款客户付款Dear

friend,We

appreciate

your

purchase

from

us.

But

we

notice

that

you

have

not

made

thepayment

yet.

If

there

is

anything

we

can

help

with

the

price,

size,

etc.,

please

feel

free

tous.

This

is

a

detailed

payment

process

link:

/payment_method.ht

We

will

arrange

the

shipment

for

the

order

at

the

early

date

once

the

payment

is

made.Best

regards,×××业务知识2.针对客户下单后未付款情况（半小时内）的回复Hi

friend,Thanks

for

your

order.

But

the

order

seems

unpaid.

Could

you

please

kindly

arrange

thepayment

for

us

so

that

we

can

arrange

the

shipment

accordingly

for

you?Many

thanks!Best

wishes,×××业务知识3.针对客户下单后未付款情况（半天内）的回复Hi

friend,Thank

you

for

purchasing

in

our

store.

Could

you

please

kindly

arrange

the

payment

as

soon

aspossible?

Because

our

promotion

time

will

end

soon

and

the

item

you

want

will

be

sold

out,

ifthe

payment

can

be

arranged

today,

we

will

arrange

your

order

today

accordingly.Best

wishes,×××业务知识4.针对客户下单后未付款情况（2天）的回复Hi

friend,We

would

appreciate

it

if

you

could

confirm

your

payment

as

the

order

has

not

been

paid

yet.As

you

know,

the

item

you

selected

is

a

high

quality

one

with

competitive

price.It

is

one

of

tbest-selling

products

in

our

store,

so

the

prompt

payment

can

ensure

earlier

arrangement

toavoid

short

of

stock.

We

are

sure

you

will

like

it.

If

there’s

anything

else

we

can

help,

plefeel

free

to

contact

us.

Many

thanks!Best

wishes,×××业务知识5.提醒客户尽快付款（库存不多时）Dear

friend,Thank

you

for

visiting

our

store

and

choosing

one

of

our

best-selling

goods

which

is

verpopular

for

its

high

quality

and

reasonable

price.

We

would

like

to

inform

you

that

we

haveonly

5

pcs

of

each

color

of

this

item

and

it

will

be

sold

out

soon.To

ensure

you

can

get

what

you

want,

we

recommend

you

to

make

the

paymentASAP.

Then

we

will

arrange

the

shipment

without

delay.

If

you

have

any

questions,

please

letus

know.Best

wishes,×××业务知识6.提醒客户尽快付款（促销活动即将结束时）Dear

friend,Many

thanks

for

your

visiting

our

store.

Please

note

that

there

are

only

2

days

left

to

uscoupons

in

our

store.

Please

make

the

payment

ASAP.

The

more

items

you

buy,

the

morediscounts

you

will

get.

Meanwhile,

we

will

send

you

a

gift

for

your

support.

Please

let

me

knfor

any

further

questions.

With

many

thanks!Best

wishes,×××业务知识8.针对客户资金未通过风控审核的回复Dear

customer,I

am

sorry

to

tell

you

that

your

order

has

been

cancelled

because

your

credit

card

has

notbeen

approved

by

AliExpress.

If

you

want

this

item,

you

can

make

a

new

order

and

paythrough

other

ways,

like

T/T

payment,

Western

Union,

etc.

Meanwhile,

please

contact

theAliExpress

immediately!

Good

luck!Best

wishes,×××业务知识9.针对客户资金通过审核的回复Dear

customer,Thank

you

for

your

order.

Your

item

will

be

shipped

in

two

days.

By

the

way,

pleaseconfirm

whether

your

address

and

phone

number

are

correct.Any

special

requirements

will

bereplied

within

24

hours.

We

would

check

the

product

quality

and

try

our

best

to

make

sure

youreceive

it

in

a

well

condition.

Thanks

for

your

purchase

and

we

will

update

the

courier

numbeto

you

soon.Best

wishes,×××业务知识这次的学习资料是客户在下单之后很快又留言，俞田田需要根据客户的留言给出合适的答复。客户留言：Why

the

order

status

is

Payment

Processing?任务实施根据客户提供的信息，俞田田提出了客户自查的解决办法。

Dear

friend,When

order

shows

Payment

Processing,

we

have

reserved

the

item(s)

you

orderedand

no

changes

on

the

original

purchase

price

of

the

item(s).

You

might

experience

a

delay

of

up

to

3

hours

inprocessing

your

payment

due

to

unusual

high

traffic

levels.

Just

a

kind

reminder,

you

don’t

need

to

make

paymentagain

when

the

order

is

in

Payment

Processing.

Hope

it

will

help

you

to

solve

the

problem.

If

you

have

any

questions,please

let

us

know

ASAP.Best

wishes,Kathy

Yu任务测评跨境电商售中服务阶段在实际工作中较难剥离出来。跨境电商的售中沟通与服务与售前咨询和售后服务不同，售中更多的是关于某一具体订单的问题，有可能是订单本身的问题，也有可能是平台操作问题，客服人员需要进行有针对性的回复。问题可大可小，但无论何种问题，客服人员都需要认真了解情况，及时处理，以便后续的工作可以顺利进行。任务小结一、判断题1.跨境电商售中服务指客户从下单到确认货物没有问题的这一时间段。（）2.跨境电商售中服务包括在线即时交流、邮件交流、口语交流、传真交流等。（）3.跨境电商售中服务更多提供的是解决具体问题的服务。（）4.针对已经发出的货物，跨境电商售中服务采用“四步走”的解决方案。（）5.针对收到订单但是未付款的的情况，客服人员要及时催付款，指导订单完成。6.跨境电商的售中服务阶段是指客户下单后到货物出运的时间段。售中沟通与服务是体现卖家服务质量的重要环节。（）任务测评二、选择题1.针对已经发出的货物，沟通可以采用“三部曲”的方法，“三部曲”分别是（）。A.货物发出当天，告知客户物流跟踪号和预计妥投时间

B.跟踪信息网上可查时，让客户知悉进展，并再次提及客观原因（如天气、旺季）可能造成的影响，让客户有心理预期C.保证至少每周查询一次物流信息（即使无信息更新）并告知客户D.表达对客户订单的感谢任务测评2.针对有疑问的订单，可以采用“四步走”解决方案，其中不属于“四步走”的选项是（）。A.直接向客户说明留言的缘由，不拐弯抹角

B.跟踪信息网上可查时，让客户知悉进展，并再次提及客观原因（如天气、旺季）可能造成的影响，让客户有心理预期C.保证至少每周查询一次物流信息（即使无信息更新）并告知客户D.如有必要，向客户提供相关链接3.针对已经付款的订单，客服首先需要做的是（）。A.直接对接仓库发货B.告知客户马上发货C.检查有无库存D.置之不理，拖到最后一天发货期限任务测评4.跨境电商售中沟通与服务涉及的环节有（收到订单 B.物流跟踪）。C.关联产品推介D.特殊订单处理

5.如果出现客户下单后（ ）内未付款，甚至（ ）内未付款的情况，卖家可以通过订单留言、站内信或者相关聊天工具进行催付款，提高产品付款率。A.半天，3天C.1天，3天B.半天，2天D.1天，4天任务测评任务2处理物流跟踪相关问题了解跨境电商售中沟通与服务物流跟踪分类和解决办法。任务分析一、物流跟踪情况分析良好的购物体验有助于提升店铺的考核指标。货物的发出并不代表卖家工作的结束：卖家需要经常跟踪包裹并把进展情况及时地告诉客户。通过对细节的把控和周到的服务，客户可以感受到卖家在发货速度、物流运送时间、货物情况、工作人员的服务意识等方面的付出，从而获得较好的购物体验。业务知识在物流跟踪过程中，卖家需要与客户沟通两方面内容：一是货物运输的进展情况；二是运输途中可能遇到的情况。如果货物顺利出运，卖家可以根据物流显示的信息，在货物出运、货物抵达海关、货物到达客户当地邮局、货物妥投等时间节点及时告知客户，让客户在第一时间掌握货物运输情况，这有利于拉近与客户的关系并获得好评。货物发出后，可能会遇到各种各样的问题，例如：物流信息未能及时更新，货物没能按照预期时间到达客户所在地，由于特殊原因造成物流延误等。这些问题均会引起客户的不满，卖家需要及时掌握物流信息，积极与客户沟通，尽量安抚客户的不满情绪，避免引起与客户的纠纷。卖家提供的物流跟踪服务内容如图4-4所示。业务知识二、物流跟踪情况的回复模板1.通知发货

Dearcustomer,Thankyouforyourshopping.WearegladtoinformyouthatyourorderhasbeensentoutbyChinaPostAirMail.Thetrackingnumberis×××××××.Youmaycheckitonthefollowingwebsiteafter2days:.Itwilltakeabout20daystoreachyourpart.Wesincerelyhopeitwillarriveontime.Andyouwillbesatisfiedwithourproducts.Ifyouhaveanyfurtherquestions,pleasefeelfreetocontactus.Bestregards,×××2.物流信息未更新

Dearfriend,Asweallknow,it’sthesellingseasonandthelogisticscompaniesarerunningatmaximumcapacity.Yourdeliveryinformationhasnotbeenupdatedyet,butdon’tworry,wewillletyouknowassoonasanupdateisavailable.Thankyouforyourcooperation!Bestregards,×××课堂讨论3.货物长时间在途

Dearfriend,Wearesorryforthedelay,anywaypleasedonotworry,wewillbesurelyresponsiblefortheshipmentaswell.Asforthetrackinginformation,itisstillonthewaytoyourcountry.Ifitdoesnotupdatein××days,wecanarrangethenewreplacementorissuetherefundforyou.Bestregards,×××4.货物物流超时

Dearfriend,Wehavecheckedthetrackinginformationandfoundyourpackageisstillintransit.Thisisduetotheoverwhelmingdemandforlogisticsinthisshoppingseason.Wehavealsoextendedthetimeperiodforyoutoconfirmthedelivery.Ifitisstillnotdeliveredtoyoubythen,wewillarrangethenewshipmentaccordinglyorissuetherefundforyou.Bestregards,×××5.货物丢失，客户申请退款或重新下单

Dearfriend,Sorrytotellyouthatwecannotgetthetrackinginformationandweareafraidthepackagemightbelost.Wesuggestyouapplyforrefund.Ifyoustillwanttobuytheseproducts,youcanplacetheorderonemoretimeandwewillofferyoua10%discountonit.Thankyouforyourcooperationandlookingforwardtoyourneworder.Yoursfaithfully,×××。6.更改快递方式

Dearfriend,ThereisabacklogofordersforChinaPostAirMailtoship.Wedon’tknowwhenyourparcelwillbeshipped.Wouldyouliketochangeanotherlogisticscompany?IfitisOK,wewillsenditbyePacketandgiveyouthetrackingnumberassoonaspossible.Bestwishes,×××7.货物抵达海关

Dearfriend,ThisisthelettertoupdatethestatusofyourorderNo.××××.TheinformationbelowshowsitwashandedtotheCustomsonMay5,2022atyourend.Thetrackingnumberis×××××××.Youcancheckitfromthiswebsite:http://www.××××××.com.Youwillreceiveyourgoodssoon.Hopeitwillmeetyoursatisfaction.Bestwishes,×××8.货物抵达邮局

Dearfriend,ThisisthelettertoupdatethestatusofyourorderNo.××××.Theinformationbelowshowsitwillbetransferredbylocalpostofficeatyourend.Thetrackingnumberis×××××××.Pleasecheckitfromthiswebsite:http://www.××××××.com.Youwillreceiveyourgoodssoon.Ifitisdelayed,pleasecontactyourlocalpost.Hopeitwillmeetyoursatisfaction.Ifso,pleasegivemeapositivefeedbackwhichisveryimportantforme.Thankyouverymuch.Bestwishes,×××9.货物妥投

Dearfriend,Thankyouforyourorder.Inoticedthatyouhavereceivedyourorder.Pleasemakesureyouritemsingoodconditionandthenconfirmsatisfactorydelivery.Itwillbeappreciatedthatyougiveusafive-starpraiseandpositivecommentsifyouaresatisfiedwithourproductsandservices.Ifyouhaveanyquestionsorproblems,pleasecontactusdirectly.Wewilldoourbesttosolvethem.Thanks!Bestwishes,×××如果货物没有发出，俞田田可以告知客户如何修改地址。Dearfriend,Thankyouforyourorder.Shippingaddressforyourordercanonlybechangedwhenyourpackagesisunshipped.Afterconfirmingwithmycolleague,yourpackagehasbeenpackagedandisreadytobesentout.Howlucky!Pleasefollowtheinstructionsbelowtochangeyouraddress:Step1:Findyourordernumberin“MyDHgate”（见图4-5）.Step

2:Click“View

Detail”（见图

4-6）.Step

3:Click“Edit”,and

enter

your

new

address,then

savethe

new

address（见图4-7）.After

submitting

your

new

shipping

address,

the

shippingaddress

will

be

changed

upon

our

agreement..If

you

have

any

other

questions,

please

contact

us.

Yoursfaithfully,Kathy

Yu给客户提供良好的购物体验，不仅体现在耐心、细致的客服工作上，优质的产品、合理的价格、物流速度和质量也是重要的参考指标。因此，跨境电商客服人员收到订单后要密切跟踪物流情况，并及时反馈给客户，让客户第一时间掌握货物运输情况，在期盼中感受到卖家提供的贴心周到的服务，进而拉近双方的距离，为后续的售后留评打下基础。任务小结一、选择题1.在物流跟踪过程中，需要与客户沟通两方面内容，以便让客户在第一时间获取货物运输情况，这有利于拉近与客户的关系并获得好评。它们分别是（ ）。B.货物库存情况D.运输途中可能遇到的A.货物运输的进展情况C.后续工作流程情况情况下列选项中的（ ）属于商品在运输途中发生的情况。货物抵达海关物流信息未能及时更新货物没能按照预期时间到达客户所在地特殊原因造成货物延误任务测评）货物出运后，哪些问题会引起客户的不满？（物流信息未能及时更新货物没能按照预期时间到达客户所在地由于特殊原因造成物流延误卖家提供虚假物流信息任务测评任务分析了解跨境电商售中沟通与服务关联产品推介的分类和解决办法。一、关联产品推介情况分析为了让客户看到更多的产品、增加曝光量、提高店铺的客单价和订单转化率、降低推广成本，卖家往往会采用关联营销的方式进行产品的推广。在与客户交流的过程中，如果客户对已经下单的产品表示不满意，卖家可以推介关联产品，引导客户再次下单；对于新客户或还未关注店铺的老客户，卖家可以推荐他订阅店铺；对于潜在客户，卖家还可以有针对性地推介特殊产品，如新产品、折扣产品、热销产品。客服关联产品推介的服务内容如图4-8所示。业务知识二、关联产品推介的回复模板1.客户不满意所选产品，推介关联产品Dear

friend,I

am

sorry

that

you

are

not

satisfied

with

the

goods

you

inquired.

According

to

your

informationI

would

like

to

recommend

some

other

items

of

similar

styles

and

hope

you

will

like

them.

These

areour

best-selling

goods

right

now.

Please

check

the

link

below:http://www.××××××.com.If

you

have

any

questions

about

this

product,

please

contact

us.Best

wishes,×××2.客户下单后，推介关联产品并刺激他再次下单Dear

friend,Thank

you

for

your

order

on

our

swimming

suit.

We

have

arranged

theshipment

and

you

will

get

it

within

15

days.We

are

also

selling

high-quality

swimming

hats

and

glasses

whichcoordinate

with

your

swimming

suit.

For

more

details,

please

click

the

websitebelow:

http://www.××××××.com.If

you

have

any

questions,

please

feel

free

to

contact

us.Yours

faithfully,×××3.着重向新客户推介新产品和促销活动信息Dear

customer,Thanks

for

your

order

and

hope

it

will

meet

your

satisfaction.

In

order

tokeep

you

update

with

our

latest

promotion

and

products,

please

subscribe

toour

store.

If

you

have

any

subscribing

problems,

please

refer

to:http://help.dhgate/alert_subscribe.html.Looking

forward

to

your

future

order.Yours

faithfully,×××4.着重向老客户推介积分折扣待遇Dear

friend,Welcome

to

subscribe

to

our

store.

You

will

receive

VIP

service

such

as

thelatest

updates

from

new

arrivals

to

best-selling

products

only

by

a

few

clicks.Asour

old

client,

we

would

like

to

grant

you

discounts

and

marks

accumulation

afteryour

subscription

to

our

store.

If

you

have

any

subscribing

problems,

please

referto:

http://help.dhgate/alert_subscribe.html.Yours

faithfully,×××5.推介折扣产品Dear

friend,Thanks

for

your

message.

We

would

like

to

recommend

to

you

ifyou

buy

both

of

this

item,

we

will

allow

10%

discount

off

the

price

ofit.

Once

you

make

the

payment,

we

will

arrange

the

shipment

at

anearly

date.Best

wishes,×××6.推介新产品/节日产品，提高销售量和转化率Dear

customer,As

the

Valentine’s

Day

is

drawing

near,

we

recommendyou

some

new

articles

in

our

store

which

are

high

in

quality

andcompetitive

in

price.

If

you

are

interested

in

them,please

clickthe

link

below:

http://www.××××××.com.Awaiting

your

neworder.

Many

thanks!Best

wishes,×××任务实施客户留言：“I

can’t

find

an

order

in

my

account.”针对客户提出的无法找到订单的问题，俞田田要分析可能的原因，并尽可能附上链接，给客户提供最大的方便。Dear

friend,Many

thanks

for

your

order.To

check

your

order,

please

sign

into

“My

Orders”.

If

you

can’t

find

your

order

in

the

list,

please

check

whether:1.

You’ve

already

deleted

the

order.

If

so,

you

canfind

it

under

“Deleted

Orders”.2.

You’ve

deleted

the

order

permanently.

If

so,

you

won’t

beable

to

find

it

anywhere

in

your

account

anymore.

3.

You’ve

created

different

accounts

onAliExpress.

Please

sign

in

the

account

under

which

the

order

was

placed.If

you

forgot

your

login

ID,please

click

the

“Chat

Now”

button

to

chat

with

AliExpress

Customer

Service

Team.Lookingforward

to

your

early

reply.Best

wishes,Kathy

Yu任务小结跨境电商站内营销方式多种多样，卖家除了不定期自行设定促销活动，参加

平台大促等方式之外，还可以借用多种工具来推销产品，关联产品推介就是其中

一种。针对不同的客户灵活地采用不同的推介方法，可以大大提高产品的曝光度、点击率，进而提高销售量和转化率。任务测评一、选择题1.下列选项中属于可以进行关联产品推介的情况有（）。A.客户不满意选择的产品时C.折扣产品上架时B.客户下单后D.新产品上架时C.热销产品D.二手产品2.下面（A.新产品3.下面（A.圣诞节）属于特殊产品。B.折扣产品）可以推荐新产品。B.万圣节C.情人节D.复活节任务测评二、翻译题亲爱的客户：感谢您光临小店。我们店铺的优惠券有效期还有两天，请尽快使用。买得越多，优惠越多，我们还会为每一位客户赠送一件小礼品。如果有任何问题，请随时与我联系。完成付款后，我将立即发货。万分感谢！处理特殊订单相关问题任务四业务知识一、特殊订单情况分析特殊订单是指由于发货、物流、海关等原因造成的不能正常出货或退货的订单。如果遇到这些情况，卖家必须及时与客户沟通，避免引起客户的不满，甚至引起纠纷。发货前的特殊订单包括：客户下单后对于支付、海关收税等情况存在疑问；由于物流风险，无法向客户所在国家发货；由于订单包裹超重，无法使用指定物流；没有直航货机；等等。特定情况的包裹延误包括：由于节假日或不可抗力造成的投递延误等。还有一些特殊情况，如卖家错发、漏发货物，客户不清关，海关扣关等。无论哪种情况发生，卖家必须在

第一时间与客户取得联系，清晰陈述情况，解决相关问题。

特殊订单客服内容如图4-9所示。业务知识二、特殊订单处理的回复模板1.合并支付订单

Dear

customer,Glad

to

receive

your

message.If

you

would

like

to

place

one

order

for

manyitems,

please

first

click

“Add

to

Cart”,then

click

“Buy

Now”,

and

check

youraddress

and

order

details

carefully

before

clicking“Submit”.

After

that,

pleaseinform

me,

and

I

will

cut

down

the

price

to

$××.

You

can

refresh

the

page

tocontinue

your

payment.

Thank

you.

If

you

have

any

further

questions,

please

feelfree

to

contact

me.Best

regards,×××业务知识2.有物流风险的订单（无法向客户所在国家发货）Dear

friend,I

am

sorry

to

inform

you

that

we

are

unable

to

provide

shipping

service

toyour

country.

So,

you

may

cancel

the

order

and

wait.

Once

we

receive

thenotice,

we

will

tell

you

at

an

early

date.

We

appreciate

your

understanding.Yours

faithfully,×××业务知识4.提前告知客户没有直航物流方式Dear

friend,As

to

the

logistics,

we

can

send

this

item

to

your

part.

However,

there

is

nodirect

cargo

flight

between

us,

so

the

goods

have

to

be

transited

from

other

countries

then

to

your

place.

The

result

is

that

the

shipping

time

is

hard

to

control.Refer

to

our

experience,

normally

it

will

take

30-50

days

to

arrive

at

your

end.

Is

itacceptable

for

you?

Waiting

your

early

reply,

then

we

can

make

the

arrangement.Many

thanks!Yours

faithfully,×××业务知识5.提前告知客户由于节假日等可能造成的延误Dear

friend,Thank

you

for

your

order

and

prompt

payment.Because

it

is

our

National

Dayfrom

Oct.1

to

Oct.7,

all

the

shipping

services

will

be

unavailable.

Therefore,

delayof

shipment

for

several

days

will

be

unavoidable.

We

will

promptly

arrange

theshipment

as

the

post

office

reopen

on

Oct.

8.

If

you

have

any

questions,

pleasesend

us

a

message.

We

will

reply

you

ASAP.

Wish

you

have

a

nice

weekend!Yours

faithfully,×××业务知识6.告知客户由于不可抗力可能造成的延误Dear

friend,Thank

you

for

your

purchasing.

We

got

the

notice

that

large

parcels

are

inspected

strictly

by

yourCustoms

recently.

In

order

to

ensure

the

safety

of

the

goods,

we

suggest

you

postpone

the

shipment

date.Wish

you

agree

with

it,

and

looking

forward

to

your

early

reply.

Many

thanks.Best

wishes,×××业务知识7.告知客户发错货或者漏发货Dear

friend,It

is

a

pity

to

tell

you

that

we

have

sent

you

the

wrong

parcel.

Can

we

send

you

again

orgive

you

a

10%

discount

because

of

the

wrong

parcel?

We

guarantee

that

we

will

give

youmore

discounts

for

your

next

purchase.

Sorry

to

bring

you

trouble

and

your

understanding

willbe

highly

appreciated.

Thank

you.Best

wishes,×××业务知识8.客户未清关Dear

friend,Thanks

for

your

purchasing

in

our

shop

and

we

are

sorry

to

learn

that

yourparcel

was