Shopee有哪些常用的话术模板？

关于客服工作提升转化率的要点分析

客服工作在转化率的提升方面起着至关重要的作用。以下将针对不同情况阐述具体的方法。

一、买家已下订单却未付款

此时应主动与买家进行沟通，询问未付款原因并督促其付款。可运用如下语句：“Hello, do you have any question about the product?”“Hello, I noticed that you haven\'t paid yet. Do you have any question to ask me?”“If you can pay today, the product will be able to ship immediately, and you can also get a discount.”

二、采购问题导致未发货

买家付款后自然期望尽快收货，若因采购问题或物流发货问题致使包裹无法及时到达 Shopee 平台仓库，买家必然焦急。这时需及时告知买家具体状况、所采取的积极解决措施以及展现积极态度。例如：“I am very sorry, now our warehouse keeper told us that the bag is out of stock, and other sellers don\'t have this product either. We need at least 15 days to get it produced. I am very sorry, if you can wait, we will give you some compensation to express our apology. If you can\'t wait, you can cancel the order.”

三、商品即将到达或刚收到未评价时

可与买家沟通，鼓励其带图评价商品，若能获得五星好评则更佳。如：“Hello, have you received the product? Can you take a photo and rate it? Thank you! If you have any dissatisfaction, please contact customer service first, we will give the best solution.”

四、买家对商品不满意要退货

需仔细了解买家不满原因。若在于商品本身，可给予买家部分退款，提出下次购买给予折扣与赠品等，力求说服买家接受商品。像这样说：“Sorry for your bad shopping experience. May I know why you want to return it? I am really sorry, there are some scratches on the storage box, I will refund you 2RM to be some compensation, can you accept this solution?”

五、买家留下好评后

可邀请买家关注店铺，并请其帮忙向周边人分享。如：“Thank you for shopping in our store, you can follow us and get the newest update information. We\'ll be very glad if you can recommend our shop to your friend, have a nice day!”

六、买家留下差评

要及时与买家沟通，协商修改评价。若认为买家恶意留差评，可向客户经理申诉。例如：“I noticed that you gave a bad review to the product. Sorry to give you a bad shopping experience. We will improve our product immediately based on your reviews. And I can give you a partial refund. Can you modify your review? Thank you very much!”