When communicating with customers, customer service staff should keep in mind that “too much is as bad as too little”, that is, when providing help to customers, they must pay attention to the premise that these services are provided under the premise that the customers need them and do not disturb the customers’ work or life. For specific reference, the following principles can be used.
1. One-time principle of information transmission
In the process of maintaining customer relationships, customer service staff will definitely interact with the other party for information. The same message can be sent once, and the channel that is convenient for customers to receive should be selected. Too many times of information sending and multi-channel information sending will not only fail to increase customers’ desire to view information, but will also make customers disgusted. Customers may blacklist customer service staff or complain to cross-border e-commerce platform operators.
2. Principle of information sending time
Cross-border e-commerce sellers face overseas customers, which means that many customers have different work and rest time from sellers. Therefore, when customer service staff send instant messages to customers, the best time to send is from 10:00 to 16:00 local time of the customer. For example, it is best to send emails to British customers between 17:00 and 23:00 in China because Beijing time in China is 7 hours ahead of London time in the UK (8 hours ahead in winter). However, do not send emails to them at night because overseas customers, especially European and American customers, have a strong sense of commuting time. Sending emails to them at night will affect their rest and customers are likely to be dissatisfied with the seller.