传说中的丝滑业务沟通是怎样的?

我有一个工作技能:多重影分身。

一人处理所有工作,但以N个虚拟身份。

在我做货代的时候,从老板,到业务经理,操作,单证,市场,财务,IT工程师,N个邮箱,N个身份自如切换。

除了这些角色之外,我喜欢扮演客户的角色,去向同行询价或者联系对方操作,看他们是怎样报价, 怎样回复,怎样反馈等,专业、能力、速度、效率,此时我作为甲方很容易感受得到,将心比心,就知道自己在做乙方、做业务时哪些方面做的不到位了。

这种身份与角色互换很锻炼人。

粉丝朋友说喜欢看我谈客户,喜欢我写邮件时对客户语气的把握。我那点本事当然不是天生的,也是学习而来的,确切地说,正是把自己当做客户,找地道的老外买东西,看老外是如何做销售与客服的。

建站营销课程中,我推荐学员购买美国SITEGROUND服务器,有任何疑问自己去找他们客服聊聊。

于是,有了学员也被震撼的一幕:

对于学员体会到的丝滑服务感受,我是淡然的。因为体验过多次,每次都被深深的折服。

1

网站迁移到SITEGROUND时,一段关于安全审核问题的工单解决

Apr 4, 2022 10:19 AM
Paul Zhang:

Hello, I have checked the files you listed in the "Dangerous Files" list, and they do not pose a threat to my website. Please remove the inaccessible status of the website. 我核实了你们的“危险文件”列表,它们并不构成对我网站的威胁。请移除网站不可接入访问的状态。

我的语气是陈述句,其实,当时带有一点不满的味道。

Apr 4, 2022 10:32 AM
Ivan Panicherski:

从10:19-10:32
13分钟响应,而美国当地时间是周日晚上9:30。
换做我们,有多少公司,多少SALES可以做到?这个服务响应真无敌了。

Hello and thank you for contacting our helpdesk.

I have scanned your site for malware, and indeed I am afraid that there is malicious code and some infected files are found. Here is the full scan result: 我已经扫描了您的网站上的恶意软件,确实我担心存在恶意代码,并且发现了一些受感染的文件。以下是完整扫描结果:

***

这里indeed I am afraid that there is 的表述很委婉,没有因为感受到被冒犯而导致回复动作变形。

You can learn how to clean your files with malicious code from the following article。

您可以从以下文章中了解如何使用恶意代码清理文件:https://www.siteground.com/kb/how_to_clean_my_files_from_malicious_code/

提供了一个清晰的指引。预先准备常见的FAQ指南指导类文章是我们需要学习的地方,这样给了一部分像我这样喜欢自主解决问题的用户一个自我成就的方案,同时可以大大提高效率,避免他们自己重复性的解释工作。

If you believe that you will not be able to clean out the malware from your account on your own, I would suggest taking advantage of our website clean-up partners called Sucuri. They provide a reliable malware scanner and clean up tool. You can learn a bit more about Sucuri in the following article: https://siteground.com/sucuri 如果您认为自己无法从您的账户中清除恶意软件,我建议利用我们名为Sucuri的网站清理合作伙伴。他们提供了一个可靠的恶意软件扫描器和清理工具。您可以在以下文章中了解有关Sucuri的更多信息:

接着,提供了方案B。If you believe *** I would suggest *** You can learn a bit *** believe/suggest/can 都是正面积极的词汇,引导客户,而没有过多用 can't, must do .... 之类的话消磨客户的耐心。

You might also want to contact a professional third-party developer to audit your website code and assist you further!您可能还想联系专业的第三方开发人员来审核您的网站代码,并进一步帮助您!

然后,又提供了方案C。You might also ... your website, assist you further. 一句简短的话,出现了3个“You”,始终将客户放在至高无上的位置,再看前面的句子,鲜有 I, US, We 作为主体的表达。这才是真正的服务至上。

Now in order to proceed with full limit removal, please: 现在,为了能完全删除限制准入许可,请您:

- Update all existing components (plugins, themes, core application) to their most recent. stable, and secure versions - for this I've whitelisted your IP Address (113.250.233.145) 将所有现有组件(插件、主题、核心应用程序)更新为最新版本。稳定和安全的版本-为此,我已将您的IP地址(113.250.233.145)列为白名单

最后,除了方案外,还提供了更为清晰与准确的操作动作,并预料了客户在自己动手时可能产生的问题,提前给予解决。

Thank you in advance.
Best Regards,

Ivan Panicherski
Technical Support Team

一个回复下来,3个解决方案加一个直接操作选项,问题瞬间得以解决。

Help Desk的另外一个客服,甚至几个小时后再来了一次跟进。

Apr 4, 2022 02:36 PM
Nikolay Arabadzhiev

The case is now marked as resolved and the limits are already removed from your account.

If you have any other issues or questions, please do not hesitate to contact us again at any time!

工单现在标记为已解决,限制访问已从您的账户中删除。如果您有任何其他问题或疑问,请随时与我们联系!

Best Regards,

Nikolay Arabadzhiev
Senior Technical Support

处理结果再确认一次,进一步强化客户的信心。再释放随时沟通,随时解决的善意。
我们都明白有问题不可怕,就怕没人即刻解决,就怕找不到人,就怕不停的推诿,找其他谁谁谁...
请注意,这是另外一个客服,团队都能在这个时候(纽约时间凌晨1:30)在线,不得不让人感慨美国人就是传说中的自由懒散吗?在这样真实的骚操作前面,国内所谓对996的抱怨简直是天堂。

2

网站迁移到SITEGROUND时,另一段关于DNS解析时的即时对话

Dobrin I.: Hello, YiLuan

Dobrin I.: Welcome to our live chat

YiLuan Zhang: Hi Dobrin

Dobrin I.: I saw your query and will gladly take a look into this!

YiLuan Zhang: @ MX 5 mxn.mxhichina.com @ MX 10 mxw.mxhichina.com mail CNAME mail.mxhichina.com @ TXT v=spf1 include:spf.mxhichina.com -all

YiLuan Zhang: Here are 4 records of Ali Cloud mail. Name-Type-Priority-Destination

YiLuan Zhang: I have added it into Siteground DNS

YiLuan Zhang: Just it doesn't work。

Dobrin I.: Indeed it appears as these DNS records are configured, however, I can see that the old records are still present

Dobrin I.: You would need to remove one more MX record - mx20.mailspamprotection.com.

Dobrin I.: also you need to remove the old SPF record, which has this value: "v=spf1 +a +mx +ip4:35.208.107.113 include:_spf.mailspamprotection.com ~all"

Dobrin I.: Those records can interfere with the other DNS records,which is why it is best to remove them

YiLuan Zhang: Ok. I will try now.

YiLuan Zhang: Ok. Both Delected.

Dobrin I.: Perfect

Dobrin I.: If all the other records are confirmed to be correct by Ali Cloud then the mails should start working soon

Dobrin I.: keep in mind any DNS changes can take time to take place

YiLuan Zhang: Ok. I will wait.

YiLuan Zhang: How much time do I need ?

Dobrin I.: the DNS changes can take up to 24-48 hours, but it is very rare to take that long

Dobrin I.: in most cases, its done within 2-3 hours

YiLuan Zhang: Ok. Thank you very much.

Dobrin I.: anytime, YiLuan!

YiLuan Zhang: Have a nice day:)

Dobrin I.: thanks!

Dobrin I.: have a great one as well and take care

回顾这段对话,

Indeed it appears as 事实上,它看起来... 是承认客户的问题的确如此,没有推诿。

You would need to , also you need to , that's why it is best to 你需要... 另外需要.... 这就是为什么最好要.... 先给对策,再给原因,让客户明白怎么做,还告知为什么需要怎么做...

Perfect,anytime, have a great one as well and take care 都是人与人对话才该有的温度,不要像个机器人一样,冷冰冰的回复客户的问题。

3

购买新主机时,关于账单修改的即时沟通

YiLuan Zhang: Hello. I used another account ***@qq.com to buy a domain and server. But I don't and can't receive the verification code。

Viktor P.: Hello, and welcome to the Live Chat!

Viktor P.:That's okay, let me transfer you over to a colleague of mine who'll be able to help further with it 没关系,我把你转给我的一位同事,他可以进一步帮助你。

Bozhidar I. : Hello YiLuan

YiLuan Zhang: Hello

Bozhidar I. : I see what you mean and let me go through the details on my side so I can better assist you.

YiLuan Zhang: Thank you for your help

YiLuan Zhang: You should have received the money I paid. Just I can't access to the SG admin without verification.

Bozhidar I. : Thank you for your patience.I found the order and it hasn't gone through yet as it waits for the verification.

Bozhidar I. : May I ask what is the admin phone number you used in the order please ?

YiLuan Zhang: Wait a second.

YiLuan Zhang: The phone I write is**********0915.

YiLuan Zhang: Whether I miss the " +" ?

YiLuan Zhang: I come from China. +86 is phone code in China.

YiLuan Zhang: I can't edit the phone number. Maybe you can edit it or send the code to me directly.

Bozhidar I. : Thank you for the clarification. To sort it out, I'm afraid I cannot send the verification message manually, but I can cancel the initial order and you may place new order with the proper phone number.

Bozhidar I. : The payment hasn't gone through our system and it will be credited back to you after the cancellation.

YiLuan Zhang: Ok. Thank you.

Bozhidar I. : I cancelled the order for you and you may place it using the phone number including the country code +86

Bozhidar I. : Give it a try and if anything else come up, you can always reach us back any time.

Bozhidar I. : Thank you for getting in touch and I hope you have a great rest of your weekend ahead.

我支付主机时,手机号码填错了,没有收到验证码,但此时信用卡已经扣款了。每个人面对这种情况都会比较着急,付了钱,没有收到货或者服务,怎么办?还不得即刻去问对方咋回事,怎么解决啊?

看看Siteground是如何安抚我的吧,这是一个非常成功的危机解决案例:

That's okay, 没关系,没事。先给你吃个定心丸。

be able to help further 有能力的直接的负责人人来解决你的问题。我们会解决,不会扣了款抵赖,不会逃避问题,不用担心。

I see what you mean 我知道你的意思,清晰的理解客户的痛楚。

Thank you for your patience. May I ask 都是很友好的语气。

Thank you for the clarification. 再一次表示感谢, I'm afraid I cannot ... but I can...and you may ... 恐怕我没有那个权限....但我可以... 然后你可以怎么做....这就是和客户一起解决问题的态度。

Give it a try and if anything else come up, you can always reach us back any time. 试试看,如果有其他问题,你随时都可以联系我们。很好的传递信心。

Thank you for getting in touch and I hope you have a great rest of your weekend ahead.感谢您的联系,我希望您周末休息愉快。这已经是第三次表达感谢了。没有一个劲的说没有意义的抱歉,相反是感谢。我一个因为自己的问题导致的稍微不愉快的消费经历也顿时烟消云散,变得“周末愉快”了,这些都是引导的作用。


最后的话

销售话术有用吗?

当然。关键是跟谁学。

我是个半吊子。

客户才是我们永远的老师。

如果你做的是海外客户,学着把我们自己当做客户,找原汁原味的美语客户,不管是美国的也好,欧洲是也罢,看看这些资本主义国家经历过成熟工业与商业化培训的大公司,看他们是如何做售后跟进与异议处理的。然后汲取营养,消化与吸收,这样才能更好地与客户丝滑地沟通。

能24小时在线,瞬时响应,同时可以很舒服的沟通,安抚客户心情,专业解决问题 ,每一项都值得我们学习。

不是永远觉得自己说Chinglish,而去学那些老掉牙的外贸函电。

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