Paul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，自然也是学习而来的，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**服务器，有任何疑问自己去找他们客服聊聊。看他们是如何待人接物的，然后用在自己身上。
于是，有了学员也被震撼的一幕：“他们的服务真是赏心悦目”、“真的值得好好学习”、“隔着屏幕都很感觉到很NICE”。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
示例背景：
2022 年 4 月 4 日，Paul将网站迁移到** 时，因对 “危险文件” 列表存在异议，向客服发送工单，语气带有不满。
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。
Apr 4, 2022 10:32 AM
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:
You can learn how to clean your files with malicious code from the following article。
https://www**.com/kb/how_to_clean_my_files_from_malicious_code/
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:/**/.com/sucuri
You might also want to contact a professional third-party developer to audit your website code and assist you further!
Now in order to proceed with full limit removal, please:
- 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)
Thank you in advance.
Best Regards,
Ivan Panicherski
Technical Support Team
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!
Best Regards,
Nikolay Arabadzhiev
Senior Technical Support
| 响应速度 | 从10：19-10：32，13分钟响应，而美国当地时间是周日晚上9：30。换做是我们，有多少公司，多少SALES可以做到？这个服务响应真无敌了。 |
| 沟通态度 | Ivan的的表述indeed I am afraid that there is 很委婉，没有因为感受到被冒犯而导致回复动作与态度变形。 |
| 解决方案 | Ivan一连给了3个方案，包括引导用户自主学习清理恶意代码、推荐专业清理合作伙伴 Sucuri、建议联系第三方开发人员审核代码。
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| 操作明细 | 最后，Ivan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。 |
| 后续跟进 | 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... |
2
网站迁移到SITEGROUND时，另一段关于DNS解析时的即时对话
示例背景：Paul在迁移网站时，添加阿里云邮件的 DNS 记录后不生效，与客服 Dobrin I 进行即时沟通。
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，沟通要点包括:
| 问题确认 | 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。 |
| 解决对策 | 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... |
| 沟通温度 | 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，冷冰冰的机械式回复客户的问题。 |
3
购买新主机时，关于账单修改的即时沟通
示例背景：我用另一个账户购买域名和服务器时，手机号码填错未收到验证码，但信用卡已扣款。付了钱，没有收到货或者服务，很着急。看看**是如何安抚我的吧，这是一个非常成功的危机解决案例：
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.
| 安抚情绪 |
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| 解决问题 | 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。 |
| 传递信心 | 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。
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，这些都是积极引导的作用。 |
了解客户，提升自己，这是价值销售要做的两件事。
客户是我们永远的老师。
试着观察与学习你的优质客户，看看他们那些经历过成熟工业与商业化培训的大公司是如何做售后跟进与异议处理的，从中汲取营养，消化与吸收，实现与客户的顺畅沟通。
永远别去学那些老掉牙的外贸函电与所谓万能的销售话术。因为，销售是一种技能，你只能在实践中学习与成长。
