速賣通客服主要做什么？具體工作內(nèi)容介紹

我們?cè)谶x擇職業(yè)的時(shí)候，肯定都會(huì)考慮到這個(gè)職業(yè)的未來(lái)發(fā)展方向，還有他的崗位到底是做什么的?不少小伙伴都加入了速賣通的客服，然后就問(wèn)，速賣通客服主要做什么?下面就來(lái)講解一下這塊的內(nèi)容吧。

其實(shí)說(shuō)到底，速賣通客服是做什么的，其實(shí)就是接待來(lái)訪客戶，回答他們的問(wèn)題，并通過(guò)自己的話術(shù)引導(dǎo)，幫助他們下定決心下單，促成成交，成交，是速賣通客服工作內(nèi)容中的第一要?jiǎng)?wù)。

因此，在關(guān)于速賣通客服是做什么的中，熟悉話術(shù)，無(wú)疑是非常重要的，下面，就為大家介紹一些比較基礎(chǔ)的速賣通客服話術(shù)：

1.打電話(尺碼錯(cuò)誤)--客戶自己測(cè)量了尺寸發(fā)現(xiàn)與網(wǎng)站上描述的不同

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

I see you bought a jacket in our store,and open the dispute,you measured the bust and say it's wrong in the website.I think maybe the tailor gave us the wrong size information.

could you cancel the dispute?I want to know if you can wear it or not,if you can't wear it,is there any body could wear it,like your colleagues, friends or brothers.if you can sell to them,I will give you some discounts about the jacket,and you can buy again.what do you think?could you accept it?

Ps:重點(diǎn)是轉(zhuǎn)移話題，不要一直糾紛是否真的錯(cuò)誤了，因?yàn)橛袝r(shí)候我們是代銷的產(chǎn)品，并沒(méi)辦法拿到實(shí)際的樣品進(jìn)行測(cè)量，主要是問(wèn)他能不能穿，不能穿可以給他朋友或者同事，然后引導(dǎo)他再買一次，給他些折扣。

2.打電話(貨物在途中)--單號(hào)一直停留在某處沒(méi)有動(dòng)

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

you open the dispute because the package is still on the road,I think you also know we actually sent it out by express,just the speed of express is very slow this period,I got other customer' message the same as your situation,we could extend time for you until you get the package,and let's together follow the tracking number,if I have any new information,i'll let you know at the first time.

Ps:中國(guó)郵政的速度大家有目共睹，有時(shí)堵起來(lái)2個(gè)月都卡著不動(dòng)，這種情況主動(dòng)提出延長(zhǎng)收貨時(shí)間，跟他一起關(guān)注物流信息。

3.打電話(無(wú)法查詢單號(hào))--單號(hào)剛填上去就說(shuō)查不到信息

Hello,this's Richer from Aliexpress,are you free to talk about the dispute?

you open the dispute because you can't check any information of the tracking number.I checked it this morning and see it has already arrived in Orenbury,the customs clearance is completed,i think you can get it soon.

could you cancel the dispute?because the time of dispute is only 3 days,it really has a bad affection to our store,we'll appreciate it and grateful for you.

Ps:很多時(shí)候都是我們剛填上單號(hào)顧客就開(kāi)始查，查不到信息就提糾紛，這種情況就是把自己的查詢結(jié)果告訴給他。

當(dāng)然，速賣通客服主要做什么？，其工作內(nèi)容，絕不僅僅是接待客戶這么簡(jiǎn)單，要想將自己的工作做好、做精做深，還必須對(duì)相關(guān)的運(yùn)營(yíng)環(huán)節(jié)、對(duì)客戶心理的把握、對(duì)訂單情況等，都有良好的解決能力，同時(shí)還需要處理一些緊急出現(xiàn)的突發(fā)事件，這都是身為一個(gè)速賣通客服人員必備的素質(zhì)。

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