东营最有耐心的SEO推广公司：谷歌竞价推广类型与跨境电商客服必备技能
东营最有耐心的SEO推广公司：谷歌竞价推广类型与跨境电商客服必备技能
The Most Patient SEO Promotion Company in Dongying: Types of Google Bidding and Must-Have Skills for Cross-Border E-commerce Customer Service
【编者按】巴西物流是速卖通卖家关注的重点，而客服技巧对改善物流体验至关重要。本文整理自速卖通大学讲师李俊峰的分享，教你如何通过客服优化减少物流纠纷。
[Editor's Note] Brazil logistics is a key concern for AliExpress sellers, and customer service skills are crucial for improving the logistics experience. This article compiles insights from Li Junfeng, lecturer at AliExpress University, on how to reduce logistics disputes through customer service optimization.
一、从订单环节优化客服/Part 1: Optimizing Customer Service from the Order Process
1. 付款验证：巴西买家常用Boleto支付（需2-7天到账），务必确认款项到账后再发货。
1. Payment Verification: Brazilian buyers often use Boleto (takes 2-7 days to process). Always confirm payment receipt before shipping.
2. 税号要求：商业快递/高价值邮政包裹需索要税号，优先选择邮政渠道降低扣关风险。
2. Tax ID Requirement: Commercial express/high-value postal parcels require tax IDs. Prioritize postal channels to reduce customs seizure risks.
二、纠纷处理技巧/Part 2: Dispute Resolution Techniques
物流超时纠纷：巴西买家耐性期为60天，超期需主动延长收货时间并安抚客户。
Shipping Delay Disputes: Brazilian buyers' tolerance period is 60 days. Proactively extend delivery time and reassure customers if exceeded.
关键证据留存：纠纷处理需提供物流底单、运输证明等，虚假申报导致的扣关由卖家担责。
Evidence Preservation: Provide waybills and shipping proofs for disputes. Customs seizures due to false declarations are seller's responsibility.
三、客服模板库/Part 3: Customer Service Templates
- 售前：热情介绍产品细节
- Pre-sales: Enthusiastic product introduction
- 售后：货物妥投后再索要好评
- After-sales: Request reviews only after confirmed delivery
专家建议：善用WhatsApp/Facebook联系南美客户，注意时差问题。让客户感觉"赢了"才能培养忠诚度。
Expert Tip: Use WhatsApp/Facebook to contact South American customers (mind time zones). Make customers feel "they win" to build loyalty.
