免费工具 客服常用语速查：客服常用100句用语，中英对照一键复制

问候接待8

• 您好，很高兴为您服务，请问有什么可以帮您？

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  Hello, thanks for reaching out. How can I help you today?

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• 亲，在的～看中哪款了？有问题直接问我就好。

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  Hi, I'm here! Which item caught your eye? Just ask me anything.

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  国内电商

• 让您久等了，现在由我来为您处理。

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  Sorry to keep you waiting. I'll take care of this for you now.

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• 欢迎回来！上次咨询的问题现在解决了吗？

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  Welcome back! Did the issue you asked about last time get sorted?

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• 您好，我们的团队在【国家 / 地区】，现在正是工作时间，可以马上为您处理。

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  Hi! Our team is based in [country], and we're online now, so I can help right away.

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  跨境电商

• 我是客服【名字】，接下来由我为您跟进。

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  I'm [name], and I'll be looking after this for you.

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• 您好，欢迎使用【产品名】！是在设置上遇到问题，还是想了解某个功能？

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  Hi, welcome to [product]! Are you stuck on setup, or curious about a feature?

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  SaaS

• 同时咨询的顾客比较多，回复会稍慢一点，请您谅解。

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  We're busier than usual right now, so replies may take a little longer. Thanks for bearing with us.

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询问与确认8

• 方便提供一下订单号吗？我帮您查询。

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  Could you share your order number? I'll look it up.

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• 为了核实身份，请提供下单时使用的手机号后四位或邮箱。

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  To verify your identity, could you give me the email address or the last four digits of the phone number used for the order?

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• 您是想【……】，我理解得对吗？

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  Just to make sure I understand: you'd like to [...], is that right?

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• 可以发一张截图给我吗？这样我能更快找到问题。

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  Could you send me a screenshot? It'll help me find the problem faster.

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• 这个问题是从什么时候开始出现的？

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  When did this start happening?

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• 您还记得是在哪个页面操作的吗？

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  Do you remember which page you were on when it happened?

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• 请问商品收到时外包装是完好的吗？

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  Was the outer packaging intact when the parcel arrived?

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  电商

• 为了不漏掉信息，我把您的需求整理一下：【……】，没有问题的话我就按这个处理。

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  Let me sum up what you need so nothing gets missed: [...]. If that's right, I'll go ahead.

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稍等与跟进7

• 好的，我马上帮您查，请稍等一两分钟。

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  Sure, I'm checking now. Give me a minute or two.

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• 还在帮您核实，没有忘记您，再给我一点时间。

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  I'm still checking and haven't forgotten you. Just a little longer.

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• 这个需要和相关同事确认，今天【时间】前给您答复。

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  I need to confirm this with a colleague; I'll get back to you by [time] today.

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• 有结果后我会第一时间通过这里或邮件通知您。

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  As soon as I have an answer, I'll let you know here or by email.

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• 我先把情况记录下来，处理进度您随时可以问我。

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  I've logged everything, so feel free to ask me for an update at any time.

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• 由于时差，同事的回复可能要到明天，我会在【时间（您的时区）】前给您消息。

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  Because of the time difference, my colleague may not reply until tomorrow. I'll update you by [time, your time zone].

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  跨境电商

• 谢谢您的耐心，结果出来了：

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  Thanks for your patience. Here's the result:

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售前推荐8

• 这款目前有现货，下单后按商品页写的发货时间发出。

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  This item is in stock and ships within the dispatch time shown on the product page.

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  电商

• 两款的主要区别在【材质 / 尺寸 / 功能】，如果您更看重【……】，推荐选第一款。

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  The main difference is [material / size / features]. If [...] matters most to you, I'd go with the first one.

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  电商

• 尺码偏大还是偏小，可以参考商品页的尺码表和买家评价。

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  For fit, the size chart and customer reviews on the product page are a good guide.

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  电商

• 亲，这款支持七天无理由退货，收到不合适可以申请退。

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  This item can be returned within seven days without giving a reason, so you can send it back if it doesn't suit you.

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  国内电商

• 详细参数在商品页的「规格」部分，具体某一项我也可以帮您确认。

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  Full specs are in the Specifications section of the product page, and I'm happy to confirm any detail.

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  电商

• 可以先用免费版或试用版体验，确认合适再升级。

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  You can start with the free plan or a trial and upgrade once you're sure it fits.

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  SaaS

• 这个功能在【版本名】及以上版本里有，我把各版本的对比发给您。

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  That feature is included from the [plan name] plan upward. I'll send you the plan comparison.

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  SaaS

• 我们可以发往【国家】，运费和预计时效会在结算页按您的地址显示。

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  Yes, we ship to [country]. Shipping cost and estimated delivery time are shown at checkout based on your address.

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  跨境电商

价格与优惠6

• 价格以下单页面显示的为准，优惠会在结算时自动扣减。

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  The price shown at checkout is final, and any discount is applied automatically.

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  电商

• 这张优惠券的使用条件是【……】，不满足的话结算时不会生效。

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  This coupon applies when [...]; if the order doesn't meet that, it won't apply at checkout.

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  电商

• 理解刚买完就降价会不舒服，我帮您查一下能不能申请价格保护。

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  I understand it's annoying when the price drops right after you buy. Let me check whether a price adjustment is possible.

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  电商

• 这是活动价，活动结束后会恢复原价，需要的话可以在活动期间下单。

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  This is a promotional price and it goes back to normal after the sale, so ordering during the promotion gets you this price.

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  国内电商

• 月付和年付的价格可以在价格页切换查看，年付是一次付清整年的费用。

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  You can switch between monthly and annual prices on the pricing page; annual billing is paid upfront for the whole year.

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  SaaS

• 价格以【币种】标示，最终扣款金额按您的银行或支付平台的汇率换算。

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  Prices are shown in [currency]; the final charge is converted at your bank's or payment provider's exchange rate.

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  跨境电商

下单付款6

• 订单已经提交，完成付款后我们会尽快安排发货。

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  Your order is placed; we'll get it ready to ship once payment goes through.

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  电商

• 付款没有成功的话，可以换一种支付方式再试一次。

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  If the payment didn't go through, please try another payment method.

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• 扣款成功但订单显示未付款，可能是支付结果同步有延迟，请发我订单号和付款截图，我帮您核对。

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  If you were charged but the order still shows as unpaid, the payment status may be delayed. Send me the order number and a screenshot of the payment and I'll check.

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• 需要开发票的话，请在订单里填写抬头和税号，或者把信息发给我。

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  If you need an invoice (fapiao), add the company name and tax ID to the order or send them to me.

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  国内电商

• 我们支持的付款方式会在结算页列出，包括【……】。

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  The payment methods we accept are listed at checkout, including [...].

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  跨境电商

• 付款完成后刷新页面，新的版本和额度就会生效；如果没有变化请告诉我。

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  After payment, refresh the page and the new plan and limits should apply. Let me know if nothing changes.

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  SaaS

物流配送9

• 您的订单已经发货，快递单号是【单号】。

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  Your order has shipped. The tracking number is [number].

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  电商

• 物流信息有时会延迟更新，如果超过【天数】没有变化，我帮您联系快递。

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  Tracking can lag behind. If there's no update after [number] days, I'll contact the carrier for you.

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  电商

• 亲，偏远地区的配送时间会长一些，还请多等一两天。

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  Deliveries to remote areas take a bit longer, so please allow an extra day or two.

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  国内电商

• 显示已签收但没收到的话，可以先问一下门卫、快递柜或家人，我这边同时联系快递核实。

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  If it shows as delivered but you don't have it, please check with your building reception, parcel locker or household, and I'll contact the carrier at the same time.

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  电商

• 包裹清关期间物流信息可能暂时不更新，清关完成后会继续显示派送进度。

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  While a parcel is going through customs, tracking may not update for a while. It resumes once customs clearance is done.

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  跨境电商

• 进口关税和税费是否需要您支付，取决于目的地国家的规定，结算页会说明是否已包含。

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  Whether you pay import duties and taxes depends on the destination country's rules; checkout shows whether they're already included.

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  跨境电商

• 包裹在运输中有破损的话，请拍照保留，外包装先不要丢。

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  If the parcel arrived damaged, please take photos and keep the outer packaging for now.

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  电商

• 我已经帮您催促快递，有新的进展马上告诉您。

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  I've chased the carrier for you and will update you as soon as there's news.

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  电商

• 这单下单时选的是【快递公司】，暂时没法改成其他快递，抱歉。

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  This order was booked with [carrier], and I'm afraid we can't switch to a different one.

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  国内电商

退换退款9

• 收到的商品不合适可以申请退换，在订单详情页点「申请售后」就能提交。

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  If the item doesn't suit you, you can request a return or exchange from your order details page.

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  电商

• 退货寄回时，请把商品、配件和赠品一起放回原包装。

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  When sending it back, please pack the item, accessories and any free gifts in the original packaging.

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  电商

• 我们收到退货并检查无误后，会尽快为您办理退款。

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  Once we receive the return and check it, we'll process your refund promptly.

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  电商

• 退款已经发起，到账时间以银行或支付平台为准。

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  The refund has been issued; when it arrives depends on your bank or payment provider.

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• 如果是质量问题，退回的运费由我们承担，请先垫付并保留凭证，退款时一并退给您。

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  If it's a quality issue, we cover the return shipping. Please pay it upfront and keep the receipt, and we'll refund it with your order.

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  国内电商

• 退货地址在【国家 / 城市】，寄回前请先联系我们拿到退货编号。

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  Our returns address is in [country / city]. Please contact us for a return number before sending the item back.

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  跨境电商

• 换货的新商品会在收到您寄回的商品后发出。

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  We'll send the replacement as soon as we receive the item you return.

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  电商

• 订阅退款按【退款政策】处理，我帮您看一下这笔是否符合条件。

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  Subscription refunds follow our [refund policy]. Let me check whether this payment qualifies.

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  SaaS

• 这次退款申请没能通过，原因是【……】，如果有补充材料可以发给我重新提交。

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  This refund request wasn't approved because [...]. If you have more information, send it to me and I'll resubmit it.

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道歉安抚9

• 非常抱歉给您添麻烦了，我马上帮您处理。

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  I'm so sorry for the trouble. I'll sort this out for you right away.

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• 换作是我也会着急，您放心，这件事我会跟进到底。

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  I'd be upset too. Rest assured, I'll follow this through to the end.

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• 这确实是我们的失误，谢谢您指出来。

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  That was our mistake, and thank you for pointing it out.

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• 您说的情况我都记下了，不需要再重复一遍。

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  I've noted everything you've said, so you won't need to explain it again.

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• 我理解您的心情，我们先看看现在能做什么。

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  I understand how you feel. Let's look at what we can do right now.

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• 为了弥补这次的不便，我们可以为您【补偿方式】。

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  To make up for the inconvenience, we can offer you [compensation].

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• 我已经把您的反馈转给负责的团队，尽量避免再发生。

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  I've passed your feedback to the team responsible so it's less likely to happen again.

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• 让您来回沟通了好几次，真的很抱歉。

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  I'm really sorry you've had to contact us so many times about this.

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• 您的问题我已经升级处理，【时间】前一定给您答复。

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  I've escalated your case, and you'll get an answer from us by [time].

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婉拒与说明7

• 很抱歉，这个要求目前没办法满足，不过我可以为您【替代方案】。

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  I'm sorry, we can't do that at the moment, but I can [alternative] for you.

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• 这是对所有订单统一执行的规定，我没有权限修改，希望您理解。

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  This is a policy that applies to all orders, and I'm not able to change it. I hope you understand.

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• 这款已经售罄，补货时间暂时还不确定，可以先看看这几款相近的。

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  This item is sold out and we don't have a restock date yet. Here are a few similar ones you might like.

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  电商

• 这个问题我不想给您不准确的答复，确认清楚后再回复您。

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  I don't want to give you an inaccurate answer, so let me confirm and get back to you.

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• 这个功能目前还不支持，我已经把您的需求记下来转给产品团队。

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  That feature isn't available yet. I've recorded your request and passed it to our product team.

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  SaaS

• 为了保护您的账户安全，这类操作需要您本人在账户里完成。

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  To keep your account safe, this needs to be done by you from within your account.

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• 超出售后期限的订单没法直接退换，我帮您看看还有没有其他办法。

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  Orders past the after-sales window can't be returned directly, but let me see what else we can do.

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账号与技术9

• 请问您登录时看到的提示是什么？方便截个图吗？

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  What message do you see when you try to log in? Could you send a screenshot?

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  SaaS

• 可以在登录页点「忘记密码」，按邮件里的链接重新设置。

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  You can click "Forgot password" on the login page and follow the link in the email to reset it.

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  SaaS

• 重置邮件可能被归到垃圾邮件里，麻烦也检查一下。

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  The reset email may have landed in your spam folder, so please check there too.

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  SaaS

• 请试试清除浏览器缓存，或换一个浏览器、无痕窗口重新打开。

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  Please try clearing your browser cache, or open it in another browser or a private window.

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  SaaS

• 这个问题我已经复现了，正在交给技术同事排查。

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  I've reproduced the issue and I'm handing it to our engineers to investigate.

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  SaaS

• 操作步骤我整理成了文档，链接在这里：【链接】

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  I've put the steps together in a guide here: [link]

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  SaaS

• 方便告诉我您使用的浏览器、系统和版本号吗？

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  Could you tell me which browser, operating system and version you're using?

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  SaaS

• 刚改的设置可能需要一会儿才生效，请稍后刷新再看；如果还是没变化，告诉我具体是哪个页面。

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  Changes you just made may take a moment to apply. Please refresh shortly; if nothing changes, tell me which page you're on.

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  SaaS

• 这个问题已经修复，请刷新页面后再试一次。

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  This has been fixed. Please refresh the page and try again.

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  SaaS

订阅与账单6

• 发票可以在「账单」页面下载，也可以把开票信息发给我，我帮您处理。

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  You can download invoices from the Billing page, or send me your billing details and I'll take care of it.

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  SaaS

• 取消订阅后，当前计费周期内仍可正常使用，到期后不会再扣费。

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  After you cancel, you can keep using it until the current billing period ends, and you won't be charged again.

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  SaaS

• 续费没有成功，常见原因是银行卡过期或额度不足。更新付款方式后告诉我，我帮您确认是否已续上。

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  The renewal didn't go through, usually because a card expired or hit its limit. Update your payment method and let me know, and I'll confirm the renewal.

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  SaaS

• 中途升级怎么计费，账单页面会列出明细，我也可以帮您算一下。

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  If you upgrade mid-cycle, the Billing page shows how the charge is worked out, and I can walk you through it.

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  SaaS

• 这笔扣款对应的是【套餐名】的【月 / 年】费用。

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  This charge is for the [plan name] plan, billed [monthly / annually].

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  SaaS

• 需要增加席位的话，我把调整方法和费用变化一起发给您。

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  If you need more seats, I'll send you how to add them and how the price changes.

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  SaaS

回访与评价6

• 商品用了一段时间，感觉怎么样？有任何问题都可以找我。

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  How are you finding the product so far? If anything comes up, I'm here to help.

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  电商

• 之前反馈的问题现在解决了吗？想跟您确认一下。

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  I wanted to check: is the issue you reported earlier resolved now?

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• 亲，收到货满意的话，方便时帮忙写个真实的评价吧，对其他买家很有参考价值。

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  If you're happy with your order, an honest review when you have a moment really helps other shoppers.

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  国内电商

• 不满意的地方也欢迎直接告诉我们，我们会认真改进。

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  If anything wasn't right, please tell us directly. We take it seriously.

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• 如果您愿意，可以在【平台】上留下评价，帮助更多顾客了解我们。

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  If you're willing, a review on [platform] helps other customers get to know us.

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  跨境电商

• 您已经用了两周，有没有哪里用得不顺手？我可以帮您设置一下。

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  You've been using it for two weeks now. Is anything getting in your way? I'm happy to help you set it up.

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  SaaS

结束与留言7

• 请问还有其他可以帮您的吗？

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  Is there anything else I can help you with?

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• 感谢您的耐心，祝您生活愉快！

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  Thanks for your patience, and have a lovely day!

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• 之后还有问题的话，直接在这里留言就好，我们会尽快回复。

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  If anything else comes up, just leave a message here and we'll get back to you soon.

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• 现在不在工作时间，请把问题和联系方式留下，我们上班后按顺序处理。

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  We're outside working hours right now. Leave your question and contact details, and we'll handle it in order when we're back.

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• 看您暂时没有回复，这次对话我先结束，有需要随时再来找我。

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  I haven't heard back from you, so I'll close this chat for now. Message us any time if you need anything.

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• 方便的话，请为这次服务打个分，您的意见对我们很重要。

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  If you have a moment, please rate this conversation. Your feedback matters to us.

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• 感谢您的支持，期待下次再为您服务～

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  Thanks for your support, and we look forward to helping you again!

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