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在日常与客户的交流过程中,客服人员经常会发现之前联系过的客户一直未给予回应。即便及时回复,甚至是"秒回",也没能收到客户的回应。对于这类客户,客服人员可以采取以下措施,有针对性地追踪未回复的客户。
首先,客服人员在给客户发送完有关商品价格的邮件1~2天后,如果没有收到客户回复,可以发一封确认邮件,询问客户是否收到邮件,并重新发一次报价给客户,最后向客户强调公司商品的优良品质与公道价格。当然,如果客服人员能获取到客户的联系方式,直接与客户进行电话联系,效果会更好。
以下是一些可供参考的范文:
范文1:
Dear XXX,
Wish you have a nice day!
May I ask whether you have received my quotation? If not, you can find the quotation in the attachment. Please feel free to contact me, if you have any idea. We will do our best if you can give any advice to us.
Looking forward to your reply ASAP.
Best regards.
范文2:
Dear XXX,
Hope you are fine, my friend.
I haven't received any information from your side since my last quotation. May I have your thoughts about our offer? If you are not happy with it, please just contact me. We are sure we can work it out to your satisfaction. You will find our products superior in quality with good prices.
If there is anything we can do for you, we shall be more than pleased to do so. Hope we can build good cooperation with you.
Best wishes.
范文3:
Dear XXX,
We are writing to check whether you have received our last quotation on our PC Girl Case for iPhone 5S (SKU: 72156) dated 20 Dec 2013.
You may rest assured the quality for the goods you selected is quite good. Should you have any concern, please feel free to communicate with us online.
Awaiting your immediate response. Thank you.
范文4:
Dear XXX,
We are sorry to contact you again on our last quotation regarding our PC Girl Case for iPhone 5S (SKU: 72156) dated 20 Dec 2019.
In past several years, we have established good relationship with many other dealers worldwide. You can rest assured that your price will be profitable. We are expecting your comment no matter what it is.
With kind regards to you and your family.
常见问答 FAQs:
Q1: 如何有效跟踪未回复的客户?
A1: 客服人员可以采取以下措施:
1. 在给客户发送完报价邮件1-2天后,如果没有收到回复,可以发确认邮件,询问客户是否收到,并重新发送报价。
2. 如果有客户的联系方式,可以直接进行电话沟通,效果会更好。
3. 在邮件中强调公司商品的优良品质和公道价格,让客户更有信心。
Q2: 客户一直未回复,该如何处理?
A2: 可以多次主动沟通,表达公司的诚意和良好的合作意愿。如果客户始终无反馈,可以适当放弃,将精力集中在其他有潜力的客户群上。保持耐心和专业态度很重要。
Q3: 跟踪未回复客户的目的是什么?
A3: 跟踪未回复客户的主要目的是:
1. 确认客户是否收到报价信息,避免信息传递失误。
2. 主动了解客户的需求和顾虑,为后续沟通做好准备。
3. 表达公司的诚意和专业水平,增强客户的信任度。
4. 不放弃任何一个潜在合作机会,提高成交率。
