The global epidemic is still very serious. So as cross-border people, how should we communicate with customers from all over the world? Next, let's take a look at: epidemic care speech~
1. Regarding consultation on the epidemic situation:
We know that the spread of the coronavirus was a cause for concern. The main epidemic situation is just in Wuhan, which is under control. China is determined and capable of winning the battle against the coronavirus. We all take it seriously and follow the government's instructions to contain the spread of the virus. We do believe that the situation will go better and better, and will get restored soon.
2. Is there any virus in the package? Is it safe?
We know that the spread of the coronavirus was a cause for concern. There is no evidence to show that there is any virus within the package, and all orders ran through a lot of scanning before the package was sent out, and before one of them arrived.
3. Awaiting delivery - Want to cancel the order due to the epidemic
A: Please note that there's no evidence indicating that packages or their contents carry any risks of virus. If you do not want to receive the order any more, you can request a cancellation to order detail page. As for the unexpected Coronavirus outbreak in China, please refer to the official announcement of WHO and other authorities. And we pay close attention to the situation and will cooperate with Ali Express platform and relevant authorities.
4. Waiting for delivery - I don’t want the package due to the epidemic.
A: Please note that the package of the order in transit and it could not be canceled now. If you do not want it, you may try to return the package before its acceptance; when the package was returned, you can contact Ali Express service for are funds. Besides, please kindly be aware, there's no evidence indicating packages or their contents carry any risks. We are paying close attention to the situation and will cooperate with relevant authorities.
Scenario highlights, for reference only:
1. If you want to send a greeting message, you should carefully compose a paragraph, think from the other person's perspective, discuss it with your colleagues, and send it out only after you feel it can impress others.
In general greeting messages, you should say Happy New Year, Best Wishes for the Year of the Rat, etc. Try to make the greetings original and you can compile them into a poem or a stylish speech. This will make the customers feel different and remember you.
If conditions permit, make a simple poster with the customer's name written on it, such as Dear Mr. or Ms. XXX, and then type a greeting. This will enhance customer recognition.
After all, there are too many New Year greetings, and if you receive so many, you will become numb. At the same time, it is recommended to send some tips on epidemic prevention appropriately. It should not be the unverified information on the Internet. It is best to extract it from the information disclosed by the National Health Commission and authoritative media. At least you should find it useful.
2. Send messages around specific activities and purposes, such as preferential activities launched by the company during the epidemic, innovative services suitable for owners, such as contactless house measurement, free drawings, etc. You cannot always send chicken soup or greeting messages. You have to let potential customers understand what you are going to do.
3. The recipients of mass messages must be classified properly. Each message should only be sent to a specific type of customer, or a certain target customer, to avoid indiscriminate mass messages to everyone in the address book. The language used for each group also needs to be adjusted. For example, old customers, previously contacted potential customers, customers who have purchased but not delivered, newly contacted target customers, etc.
4. Analyze the target customers to whom you want to send mass messages in advance to determine which content of your messages will be valuable to the customers. Add key content that the other party may be interested in. For example, for price-sensitive customers, increase the price discounts during the epidemic.
5. When sending a message to each customer, be sure to use respectful titles. It is best to understand the other party's identity and occupation. For example, if he is a boss, it is recommended to call him Brother or Mr. So-and-so. This will elevate the other party and will be more likely to get a response.
The way you address someone must be particular, so that the potential customer feels that you are sending it to him/her on purpose and that you respect him/her very much. If you keep yourself in a humble manner, others will be more receptive.
This is the end of this issue on the language art of epidemic care. If you want to get more relevant content about cross-border, please pay attention and we will continue to answer you~
