传统外贸式客服模式采用”非母语客服人员，一套Email模板打天下”，用这样的传统理念来做跨境电商客服，是不符合跨境电商模式直接面向国外消费者市场的实际需求的。很多时候，有限的几个模板式回答根本没有直接回答客户的问题，让顾客有种强烈的被敷衍的感觉，终让顾客先从一脸懵圈转为歇斯底里。有品牌意识的大小跨境电商卖家，一定会将客服的全渠道沟通平台建设好，包括800客服号码，邮件(Email)，社交媒体(Facebook等)， 以及网站在线沟通（Live Web Chat），站内消息实时回复等。并且安排母语级的客服代表来服务全渠道。对于许多跨境电商小卖家，可以通过外包给专业团队来执行客服，即使只安排了一位这样的客服人员，也能立刻让品牌客服环节在海外正规专业化，并能明显促使消费者口碑开始相传。
顾客说: “When my order arrived,it was three days late and brokenThis was supposed to be a birthday gift for my daughter,and now I’m not going to have this in time to give it to her on that dayI’m angry and I demand a refund”
富有同理心的客服回答: “WowI can see how that would make you angryI apologize that this happenedLet me find out what I can do for you”
案例二：
顾客说: “You’re the only store that sells X Product and I’ve been trying to order it,but every time I come to your site,it’s out of stockI’m super sadI really want itCan you help me?”
富有同理心的客服回答: “I totally get the disappointmentLet’s see if we can put you on a list to get notified as soon as X Product is back in stockAnd,I will certainly see if I have access to find out when we might be getting more ”
“Hey,I ordered Product X many days ago and still haven’t received my packageI haven’t gotten an email with tracking updatesCan you tell me whether or not my order was ship加速器ped?”
模板化答复：
“Thank you for contacting usDid you receive a confirmation email with your order number?”
积极倾听后的答复：
“Hi thereI apologize that you haven’t received a tracking emailAnd,I’m here to helpI would like to make sure your order is en-routeDo you happen to have your order confirmation number?If not,we can try looking it up another way”
