疫情当下,分享10种常用的客服话术,轻松消除买家恐慌!

来源:本站   发布时间:2020-02-20 16:57:05   浏览次数:92

随着疫情的持续发酵,各行各业都受到了巨大的影响,其中旅游业、餐饮业、外贸业更是首当其冲。此前,上海、广东等地出台了企业复工时间推迟至2月10日,但是目前新冠肺炎疫情的“拐点”还未出现,眼看着复工在即,跨境人真的是捉急啊......即使困难重重也无法抑制我们这颗爱岗敬业的心,大部分企业已开启居家办公模式。

这段期间,跨境人应该也感受到了买家的恐慌,各类关于疫情问题更是层出不穷,针对这些普遍关注的问题,小编整理了一套话术,大家在与买家沟通的时候,注意不要夸大疫情,以下仅供参考:

  1.针对咨询疫情状况:

  We know that the spread of the coronavirus was a cause for concern. The main epidemic situation is only in Wuhan, which is under control. China is determined and capable of winning the battle against the coronavirus. We all take it seriously and follow the government’s instructions to contain the spread of the virus. We do believe that the situation will go better and better, and will get restored soon.

  2.包裹里是否病毒,是否安全?

  We know that the spread of the coronavirus was a cause for concern. There is no evidence to show that there is any virus within the package, and all orders run through a lot of scanning before the package been sent out, and before it arrives.

  3.春节假期延长,什么时候结束?

  Affected by a novel coronavirus in Wuhan, our government announced it will delay resumption of work to February 3rd, for some arears, it may continue to February 9th. Your understanding and support will be highly appreciated.

关于疫情的10种情景客服话术,助你轻松消除买家恐慌


       4. 社交媒体与网上都在说中国现在疫情特别严重

  That is the fake news, thanks for helping prevent the spread of these rumors if possible. We do believe, China's speed, scale and the efficiency of response is rarely seen the world. Any other countries could not have controlled like China. We do believe it will be restored soon.

  6.中国疫情现状/是否持续扩散/是否已经控制/国家或者平台有采取什么应对措施/等

  所有涉及疫情的咨询;

  答:Please refer to the official announcement of WHO and other authorities.

  7.卖家发货/确认取消订单/物流/纠纷响应延迟

  答:Dear customer, due to the extended Chinese Spring Festival most of our staff are off their duty, so from Jan 19th PT to Feb 18th PT, you may see an extension for the preparation period, cancellation time, dispute time and estimated delivery time of orders. We are trying our best to deliver your order as fast as possible. Appreciate your understanding.

  8.待发货-疫情原因想要申请取消订单

  答:Please note that there's no evidence indicating packages or their contents carry any risks of virus. If you do not want to receive the order any more, you can request to cancel it on order detail page. As for the unexpected Coronavirus outbreak in China, please refer to the official announcement of WHO and other authorities. And we are paying close attention to the situation and will cooperate with AliExpress platform and relevant authorities.

  9.待收货-疫情原因不想要包裹了

  答:Please note that the package of the order in transit and it could not be canceled now. If you do not want it, you may try to return the package before its acceptance; when the package was returned, you can contact AliExpress service for a refund. Besides, please kindly be aware, there's no evidence indicating packages or their contents carry any risks. We are paying close attention to the situation and will cooperate with relevant authorities.

  10.收货后-疫情原因想要退货

  答:After opening a dispute, you are generally entitled to 14-day product return period if the dispute fails. In this case, please be aware, you may need to cover the returning shipping fees.

  境外谣言满天飞,作为中国人,我们尽量给每一位国外买家传递如下信息:关于新型冠状病毒感染,中国政府目前正在采取最有力的措施,一切都在控制之中。到目前为止,中国大部分地区的生活都是正常的,只有像武汉这样的少数城市受到了影响。我相信一切都会很快恢复正常。感谢您的关注!以下是此段话的九国语言:

  英语:About Novel Corona Virus Infection, the Chinese government is taking the most powerful measures currently,and everything is under control. Life is normal in most other parts of China by far, with only a few cities like Wuhan affected. I believe it will all return to normal soon. Thanks for your concerns!

  德语:In bezug auf die neue form der infektion hat die chinesische regierung gerade die wirkungsvollsten maßnahmen ergriffen und alles ist unter kontrolle. Bis jetzt war das leben in großen teilen chinas normal, und nur wenige städte wie wuhan Waren davon betroffen. Ich glaube, dass sich alles sehr schnell normalisieren wird. Ich danke ihnen für ihre aufmerksamkeit!

  俄语:Что касается новой корональной инфекции, то китайское правительство в настоящее время принимает самые мощные меры, и все под контролем. До сих пор жизнь в большей части китая была нормальной, и только несколько городов, таких как вухан, были затронуты. Я уверена, что все скоро вернется в норму. Спасибо за внимание!

  西班牙语:En cuanto a la nueva infección coronaviral, el gobierno chino está tomando las medidas más enérgicas y todo está bajo control. Hasta ahora, la vida ha sido normal en gran parte de China, y sólo UN puñado de ciudades, como wuhan, se han visto afectadas. Estoy seguro de que pronto todo volverá a la normalidad. Gracias por su atención!

  韩语:신형 코로나 바이러스의 감염과 관련해 중국 정부는 현재 가장 강력한 조치를 취하고 있으며 모든 것을 통제하고 있다.지금까지 중국 대부분 지역의 생활은 정상적이었다. 우한과 같은 소수 도시만 영향을 받았다.나는 모든 것이 곧 정상으로 회복될 것이라고 믿는다.관심을 가져주셔서 감사합니다!

  日语:新型コロナウイルスの感染について、中国政府は現在、最も有力な措置を取っており、すべてをコントロールしている。これまで中国の大部分の地域の生活は正常であり、武漢のような少数の都市だけが影響を受けた。すべてはすぐに正常に戻ると信じています。ご注目ありがとうございます!

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