受疫情影響，跨境電商和外貿(mào)行業(yè)已經(jīng)“榮升”為2020年第一季度最慘的行業(yè)。雖然這話有一點點夸大的成分，但不可否定的是此次疫情對跨境電商行業(yè)的影響確切是極大的。

疫情期間，很多買家對訂單及產(chǎn)品會有各方面的擔憂和斟酌，為了贊助賣家朋友們做好這部分買家的安撫工作，我們特整頓了一批應(yīng)對疫情疑問的客服話術(shù)，以供大家參考。

1、買家咨詢中國疫情的影響？（是否很嚴重等）

回復(fù)思路：重要強調(diào)國度疫情重要集中在武漢地域，國度已經(jīng)采用強有力的辦法管控，并得到各國以及WHO的確定，會越來越好，信任國度的力氣。

參考話術(shù)：

Main epidemic situation is only in Wuhan, which is under control. China is determined and capable of winning the battle against the Coronavirus.

The government’s performance received compliments from all over the world, said as WHO's current director-general Tedros Adhanom Ghebreyesus, China has set a new standard for countries around the world in epidemic prevention and control.

And also China is getting the supports from all over the world. So we do believe that the situation will go better and better, and all business will get restored soon.

2．從中國運出包裹或貨品，是否會攜帶冠狀肺炎病毒？

參考話術(shù)：

According to the World Health Organization (WHO), “people receiving packages from China are NOT at risk of contracting 2019nCoV, since coronaviruses do not survive long on objects, such as letters or packages".

And till now, there is no evidence to show that there is any virus within the package.

3、貨物是否會有延遲？

回復(fù)思路：

本身前段時光也是春節(jié)假期，物流本身就受到影響，所以我們還是從春節(jié)假期這個事情做解釋，減少用戶對疫情的過火解讀，但是關(guān)于疫情后面也須要稍微正面的解釋下現(xiàn)在情形，并表現(xiàn)對政府強有力辦法的信念。

參考話術(shù)：

From 23rd Jan - 29th Feb, it is Chinese traditional festival, The Spring Festival, most enterprises, sellers, logistics will be holiday, the shipment will get impacted a little, but the gradually resumption of these logistics by the middle of Feb..

However, delays are expected to continue in Wuhan, Hubei Province.

Authorities are taking strict measures on this public health event, the epidemic situation is under control, all things will get restored soon. We will continue pay a close attention on this issue, you will be informed immediately if we receive any updates crucial to your order.

Your understanding and support will be highly appreciated.

4、為什么你們今年春節(jié)放這么長的假，是不是疫情太嚴重了？

回復(fù)思路：其實很多用戶也知道是因為疫情的影響，所以扼要正面的回復(fù)用戶該問題即可。

參考話術(shù)：

In order to interrupt the spread of coronavirus, the government is taking the strong action on this,including prolonging the holiday, China is determined and capable of winning the battle against the Coronavirus, all things will be restored soon.

5、買家不想期待，想要撤消訂單。

回復(fù)思路：首先感激用戶的訂單，并表達懂得，須要說明自己無法發(fā)貨是由于春節(jié)假期的問題，很多工廠及物流公司還未復(fù)工。然后依據(jù)自己的實際情形恰當安撫買家，為買家建立信念，可恰當?shù)亟o出補償，讓用戶持續(xù)期待，無需撤消訂單，如果買家執(zhí)意撤消，直接引誘撤消訂單即可。

參考話術(shù)：

1）如果自己近期可以發(fā)貨了：

I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, I do appreciate that if you could wait a little longer for the shipment，since I am already prepare your order, and could arrange the shipment within () days.

2）如果不能發(fā)貨且不確認，但是想要挽留訂單：

I do appreciate your trust and support on me, just like most enterprises, we are gradually resuming our business, if you could wait to 29th Feb., “I could give you a coupon on your next order, or I could send one more item as the gift”(這個依據(jù)自己的實際情形看如何通過給用戶補償來挽留訂單).

3）買家執(zhí)意撤消訂單：

I do understand that you can’t wait for that long. You could request the refund in your account, if you need any assistance, you may contact DHgate Customer, they will help you with it.

Thanks again for your support. Looking forward more business with you soon, after all issues have been settled。（直接爽直的答應(yīng)撤消，并表達出對疫情掌握的樂觀態(tài)度）

6、為什么遲遲不發(fā)貨？

參考話術(shù)：

Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the export and import amount, some packages got returned because of this limitation.

DHgate is working with the logistic company and the authorities, and trying to seek more paths for sellers to send out the packages, and make sure the goods could be sent out as soon as possible. Thanks for your understanding and patience.

7、疫情對國際物流有沒有影響？

參考話術(shù)：

Affected by the globally spread of 2019 – nCov, some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic, there is an expected delay on the delivery.

We suggest you pay a close attention on any adjustment or the announcement from your internal logistics company or government.

Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.

8、為什么發(fā)貨了之后沒有跟蹤信息呢？

參考話術(shù)：

With the alleviation of the pandemic situation in China, most factories, and the logistics resumed their production, more and more packages could be sent out in time.

But as the globally spread of the pandemic, there are more strict inspections on both import and export, and it will take longer time for the logistic to have the online shipping information in time.

We suggest you wait for more days and track it online by yourself in time. Meanwhile, I will also inform you the latest logistics situation.

Thanks for your support and patience.

9、什么時光能收到貨物？

參考話術(shù)：

Once your order has been received, the seller will get the item prepared, and send it out as soon as possible.

But just as affected by the globally spread of 2019 – nCov, there is an expected delay on the logistic, for some countries might will set bounds to the import amount and adjust the delivery paths to control the spread of pandemic.

We suggest you wait for more days, and pay a close attention on the adjustment or the announcement from your internal logistics company or government at the same time.

Meanwhile, I will also inform you the latest logistics situation. Thanks for your understanding and patience.

10、防護用品的準入、出售等規(guī)范是怎樣的？買家質(zhì)疑安全性合規(guī)性問題如何說明？

參考話術(shù)：

DHgate has set a very strict access condition on respirators, and other protective equipment.

All listed products are produced and distributed abroad and subject to the laws of its country of origin, and from the sellers who have been authorized with CE or FDA certification.

特別聲明：以上文章內(nèi)容僅代表作者本人觀點，不代表ESG跨境電商觀點或立場。如有關(guān)于作品內(nèi)容、版權(quán)或其它問題請于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。