Write customer service scripts (客服话术) for a Chinese online shop: pre-sale answers, payment reminders, order and logistics replies, returns and refunds, complaint and negative-review handling, with the consumer-rights and platform rules each script must respect. Use when asked 写客服话术, 售后话术怎么写, 催付话术, 客户要退货怎么回, 差评怎么处理, or build quick replies for our store's customer service team. Produces a script library by scenario with a first reply and follow-ups, an escalation rule, a banned-phrase list, and a quality checklist for supervisors. Distinct from support-macro style skills for Western help desks.
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SKILL.md
name: cn-customer-service-scriptsdescription: "Write customer service scripts (客服话术) for a Chinese online shop: pre-sale answers, payment reminders, order and logistics replies, returns and refunds, complaint and negative-review handling, with the consumer-rights and platform rules each script must respect. Use when asked 写客服话术, 售后话术怎么写, 催付话术, 客户要退货怎么回, 差评怎么处理, or build quick replies for our store's customer service team. Produces a script library by scenario with a first reply and follow-ups, an escalation rule, a banned-phrase list, and a quality checklist for supervisors. Distinct from support-macro style skills for Western help desks."version: 1.0.0
电商客服话术
Customer service on Chinese platforms is measured in seconds to first reply and decided by tone. A script that sounds copied, argues with the buyer or offers cash for a good review costs sales and breaks platform rules. This skill builds a script library that sounds like a person, resolves the issue in few messages, and stays inside consumer law and platform policy.
Write in Simplified Chinese.
What This Skill Produces
A script library by scenario: 售前, 售中, 售后
For each: a first reply, one or two follow-ups, and the action to take in the system
An escalation rule: when to hand over to a supervisor or the platform
A list of phrases and practices to avoid
A supervisor's checklist for reviewing chats
Required Inputs
Ask for these if not provided:
Platform and shop category
Brand voice: how the shop addresses buyers (亲, 您, 宝子) and how formal it is
Policies: dispatch time, couriers, returns window, who pays return shipping, 运费险, warranty, compensation limits
The ten most common questions and complaints
What agents are authorised to offer without approval
Regulated categories (food, cosmetics, health products) where claims are restricted
Target response times
Framework
Reply shape. Acknowledge, answer, next step. One idea per message, short enough to read on a phone.
Pre-sale. Size or model advice asks one question back before recommending. Price objections answer with value and current offers, not pressure. Stock and dispatch answers give a time.
催付 (payment reminders). One reminder, with a reason to act now that is true (stock, offer end time). No repeated nudges.
Logistics. Give the tracking status and the next checkpoint. If delayed, say what the shop will do and when it will check again.
Returns and refunds. Online purchases generally carry a seven-day no-reason return right for goods that qualify, with listed exceptions; quality problems are the seller's cost. State the shop's process in three steps. Do not make the buyer argue for a right they have.
Complaints. Apologise for the experience once, do not assign blame, offer a specific remedy within authority, and confirm.
Negative reviews. Contact once, solve the problem, and ask nothing in return. Offering money or gifts for changing or posting a review (好评返现) breaches platform rules.
Escalation. Safety issues, threats of regulatory complaint (12315), demands above authority, abusive chats, or anything involving personal injury go to a supervisor immediately.
Avoid. Absolute promises ("绝对不会坏"), medical or efficacy claims, blaming the courier or the buyer, moving the buyer off-platform to settle, and asking for personal data beyond what the order needs.
Output Format
客服话术库：[店铺]
语气设定：[称呼、风格、禁用语气]
售前
场景
首次回复
跟进
系统操作
售中
场景
首次回复
跟进
系统操作
售后
场景
首次回复
跟进
系统操作
可用权限
升级规则
触发条件
转交给
时限
禁用话术与做法
[示例与原因]
质检清单（主管用）
首次响应在目标时间内
先回应情绪，再给方案
给出了明确的下一步和时间
没有承诺权限之外的补偿
没有诱导评价或站外交易
Assumptions and gaps
[假设的店铺政策]
[需要店主确认的补偿权限]
Quality Checks
Every script follows acknowledge, answer, next step
Return scripts respect the buyer's statutory rights
No script offers anything for a review
Compensation stays within the stated authority
An escalation rule exists for safety and regulatory threats
The tone matches the brand voice supplied
Anti-Patterns
Do not write scripts that argue with the buyer.
Do not open every message with the same stock phrase.
Do not offer 好评返现 or any reward for reviews.
Do not invent shop policies. Ask.
Do not make health or efficacy claims to close a sale.