​完美回复消费者，万能模板「进阶版」来啦！

小编曾为大家带来过两个“万能模板”——《送上万能回复模板，再也不怕消费者投诉了！》来帮助大家用地道的英文表达来回复消费者的需求，从而避免因为文化差异和语言差异的原因，使得回复的内容词不达意，或因为回复不准确而招致差评，影响整个品牌和店铺未来的运营。对于这两个模板大家使用的怎么样了？

有不少卖家表示他们经常遇到的问题，是没有办法用万能模板进行回复的，因此，小编今天要再接再厉，推出了万能模板的“进阶版”，现在就赶紧拿起笔记本，把这份实用资料记下来吧！

一旦货物运送慢了，引发了消费者的不满，该怎么做出礼貌的回复？

作为电商，尤其是跨境电商来说，经常会遇到货物在运输过程中出现了意外情况，耽搁了时间，导致货物运送速度不如预期，或者因为是跨境运输，导致暂时无法查询物流进度的情况，这时候消费者常常会发邮件给卖家询问，或者进行抱怨。如果卖家的回复不够得体，那么结果很可能是消费者的差评送上，所以遇到这种情况回复的时候要格外小心。蛋蛋酱今天给出的万能回复模板就可以帮助卖家向消费者做出有礼貌的回应。虽然这篇模板没有办法帮助卖家和消费者解决运输速度的实际问题，但这封邮件用非常柔软的语气向消费者解释了跨境运输一般需要8-15天的运输时间，以及只有货物到达美国本土后才能查询物流的问题。消费者看到这样的一封回复邮件时，一般都会感到怒气消了很多，也就为进一步的解决问题打下了良好的基础。

Dear Valued Customer,

Thank you for contacting us.

We are sorry to hear that you are dissatisfied with the shipping timeframe for your order. Please be advised that due to your order shipping from overseas, we ask that you allow up to 8-15 business days for your

product to arrive as indicated on the item listing. Furthermore, we would also like to forewarn you that your package may not be traceable while it is in transit to your country. Your package should become traceable once the package has reached stateside and cleared customs. Once more we offer our sincere apologies for any confusion or concern our shipping timeframe may have caused.If you have any further questions or concerns, please do not hesitate to contact us.

Regards,

(Insert Seller Name)

当消费者对卖家的客服水平表示不满时，该怎样作出合适的应对？

跨境卖家经常遇到的另一个问题是，当消费者与卖家的客服人员联系时，由于时差、语言、人力等方面的原因，倒是消费者没有及时得到回复，从而引发消费者的不满，遇到这种情况时，卖家可以礼貌的向卖家进行解释，并想卖家进一步询问具体情况。而下面的这份模板正是这样错的，卖家可以直接拿来应对消费者哦！

Dear Valued Customer,

Thank you for contacting us.

We appreciate your patience. Our sincere apologies for any delay you may have experienced while contacting us. Your feedback is greatly appreciated and continues to assist us in improving our level of service and

commitment to our customers. Can you please advise if there is any additional assistance we can provide you with for this order?

Regards,

(Insert Seller Name)