不懂英语也能做好跨境：史上最全跨境客服话术模板

很多人，准备做跨境的时候，都会在沟通上有疑虑，担心自己英语不行，不知道怎么跟外国客户沟通，还有的朋友直接花好几万去报个英语培训班。。。。。

其实真的没有必要，一般国外客户都是静默下单。

就算咨询，也并不一定是用英语，他可能是用俄语、西班牙语、日语等。

其实，我们可以借助一些翻译软件就可以了，另外我针对一些客户常见的问题，整理一套话术，分享给你们，让你们可以更快更高效的去做好服务。

1、自动回复/一般问题回复

Hello, dear customer, can I help you?

你好，亲爱的客户，有什么能帮到您的吗？

Dear customer, yes, you can place an order directly, please contact me at any time if necessary

亲爱的客户，有的，您可以直接下单，有需要随时联系我

Don’t worry, the quality of all products are guaranteed.

别担心，所有产品的质量都是有保证的

Because we have many orders every day, in order to avoid sending the wrong item, we have to ship according to the order date of booking. But don’t worry, dear customer. When the goods sent out, I will give you a message.

由于我们出货很多，需要按照顺序发货。但是请你别担心，货物发出，我一定给您发信息。

2、上新通知

Hello! We’re excited to launch our new [Product Name], featuring [innovative technology/design] and [unique function]. Enjoy an exclusive introductory price of [price] for a limited time! Click the link to explore and be the first to try it!

您好！我们全新推出的【产品名称】采用【创新技术/设计】，具有【独特功能】，目前限时优惠价【价格】！点击链接即可了解详情，抢先体验吧！ 

3、 客户下单提醒

Hello! Thank you for placing an order in our store. We have received your order and are arranging shipment for you. Please feel free to contact us if you have any questions!

您好！感谢您在本店下单。我们已收到您的订单，正在为您安排发货。如有任何问题，欢迎随时联系我们！ 

4、客户砍价谈价技巧

Our prices are already at wholesale rates, offering great value for money. However, if you buy more, we can give you an additional discount!

我们的价格已经是批发价了，性价比非常高。不过如果您多买几件，可以再优惠一些哦！

5、货物发出提醒

Hello, dear customer, your goods have been issued. Recently, there are a lot of logistics goods, and the system update is slow. Thank you for your understanding. Arrival time is 10 to 20 days. please wait patiently. Thank you. If you have any questions, please feel free to contact me

您好，亲爱的顾客，您的货物已经发出。 最近，物流商品很多，系统更新缓慢。 感谢您的理解。 到达时间是 10 到 20 天。 请耐心等待。 谢谢。 如有任何疑问，请随时与我联系。

6、断货、缺货问题

Hello! We’re sorry that [Product Name] is currently out of stock. We’re restocking as soon as possible and expect it to arrive by [date]. You can choose to wait for the restock or switch to another style, and we’ll offer you [compensation, e.g., a discount coupon]. Thank you for your understanding!

您好！非常抱歉，您下单的【产品名称】目前缺货。我们已加快补货，预计【日期】到货。您可以选择等待补货或更换其他款式，我们将为您提供【补偿措施，如折扣券】。感谢您的理解！

7、客户催问物流信息

Hello! Your package has been shipped and is currently in transit. International shipping typically takes 7–15 business days. Please check back later for updated tracking information.

您好，包裹已发出，目前正在运输途中。国际物流通常需要7-15个工作日，您可以稍后查询更新的物流信息。

8、退换货处理

Hello! We apologize for the inconvenience. Please provide your order number and a description of the issue, and we will process your return or exchange as soon as possible. Thank you for your understanding!

您好！很抱歉给您带来不便。请您提供订单号和问题描述，我们会尽快为您处理退换货事宜。感谢您的理解！ 

9、 关税与税费说明

Hello! Depending on the destination country, customs duties or taxes may apply to your package, determined by local customs. We suggest contacting your local customs office or logistics provider for details. We’re happy to assist if needed!

您好！根据目的地国家的规定，包裹可能需要缴纳关税或税费，具体金额由当地海关决定。建议您联系当地海关或物流公司了解详细情况。如有需要，我们可提供协助！ 

10、 取消订单请求

Hello! If you need to cancel your order, please let us know within [timeframe]. If the order has already entered the shipping process, we’ll try to intercept it, but we can’t guarantee success. Thank you for your understanding!

您好！若您需要取消订单，请在【时间期限】内告知我们。若订单已进入发货流程，我们将尽力拦截包裹，但无法保证100%成功。感谢您的理解！

11、引导社交媒体互动

Hello! If you love our products, share your shopping experience on social media and tag our account for a chance to win [reward, e.g., a coupon]. We can’t wait to see your posts!

您好！如果您喜欢我们的产品，欢迎在社交媒体上分享您的购物体验，并@我们的账号，有机会赢取【奖励，如优惠券】！期待您的分享！  

12、促销活动

Limited-time offer! From now until [date], enjoy a [discount amount] discount on orders over [amount] and receive a free [gift]. Click the link to shop now—don’t miss out!

限时优惠！即日起至【日期】，全店商品满【金额】减【金额】，并赠送【赠品】。点击链接即可选购，机会难得！