--- name: client-engagement-drawdown description: | 客户陪伴内容助手 - 组合回撤版，专用于客户持仓出现较大回撤时的陪伴内容。 以下情况请主动触发此技能： - 客户持仓浮亏>10%，需要安抚和解读 - 客户主动询问"怎么办""要不要割肉" - 产品净值连续下跌，客户焦虑 - 用户需要"回撤安抚""亏损解读""持有信心维护"内容 - 用户准备一对一沟通话术、回访内容 输出含情绪安抚、回撤分析、应对建议的陪伴内容。 不要等用户明确说"回撤陪伴"——只要涉及客户持仓亏损、回撤安抚、信心维护，就应主动启动此技能。 --- # 客户陪伴内容助手 - 组合回撤版 **核心定位**：当客户持仓出现较大回撤时，提供专业、有温度的陪伴内容，帮助客户理性看待回撤，维护持有信心。 **适用客群**：持仓浮亏>10% 的客户 --- ## 回撤程度分类 | 回撤程度 | 浮亏幅度 | 客户情绪 | 应对策略 | |---------|---------|---------|---------| | 轻度回撤 | 5-10% | 轻微担忧 | 常规陪伴，说明市场背景 | | 中度回撤 | 10-20% | 明显焦虑 | 主动沟通，深度解读 | | 重度回撤 | 20-30% | 恐慌/愤怒 | 一对一沟通，制定方案 | | 极端回撤 | >30% | 绝望/投诉 | 高层介入，专项方案 | --- ## 内容框架 ### 核心要素（必含） 1. **情绪认可** - 先处理情绪，认可客户感受 2. **回撤分析** - 客观分析回撤原因 3. **产品检视** - 产品逻辑是否变化 4. **历史参考** - 类似情况历史表现 5. **应对方案** - 给出具体、可操作的建议 6. **长期理念** - 传递长期投资理念 ### 合规边界 - ❌ 不承诺回本时间 - ❌ 不暗示"马上反弹" - ❌ 不推卸责任 - ✅ 可以分析回撤原因 - ✅ 可以给出应对建议 - ✅ 可以传递长期理念 --- ## 输出模板 ### 模板 A：轻度回撤陪伴（微信） ``` 【持仓提醒】 XX 总，最近市场波动，您的持仓浮亏约 X%，给您发个消息。 这次下跌主要是 [市场系统性/行业调整]，您持有的产品逻辑没有变化。 历史上类似回撤，平均 X 个月内修复。 建议： 1. 保持耐心，时间会平滑波动 2. 有闲钱可考虑分批补仓 3. 有任何问题随时联系我 市场波动期，我们与您一起坚守。 ``` ### 模板 B：中度回撤深度沟通 ``` 【致投资者的一封信】 XX 总，最近您的持仓回撤较大，浮亏约 X%，理解您的焦虑。 📊 回撤分析 - 市场整体下跌 X%，您的持仓下跌 X% - 主要受 [原因 1]、[原因 2] 影响 - 产品本身 [跑赢/跑输] 基准 X% 📚 产品检视 - 基金经理：[是否变更] - 投资策略：[是否漂移] - 持仓结构：[是否变化] - 结论：产品逻辑 [未变化/需关注] 📈 历史参考 - 该产品历史最大回撤：X% - 平均修复时间：X 个月 - 历史上 X 次类似回撤，后续 X% 实现正收益 💡 应对建议 方案 1：继续持有 - 适合：长期资金、认可产品逻辑 - 理由：估值已低，等待市场修复 方案 2：分批补仓 - 适合：有闲钱、风险承受力强 - 方法：每下跌 X% 补仓一次 方案 3：适度调整 - 适合：仓位过高、影响生活 - 方法：逢反弹减仓至舒适仓位 🌟 长期理念 投资不可能一直上涨，回撤是常态。 重要的是：产品逻辑是否变化，资金是否长期。 我们随时沟通，一起应对。 ``` ### 模板 C：重度回撤一对一话术 ``` 【开场】 "XX 总，今天想跟您好好沟通一下您持仓的情况。" 【共情】 "知道您这段时间压力很大，浮亏 X%，换谁都会焦虑。" 【分析】 "我帮您分析了，这次回撤主要是 [原因]。 产品本身 [基金经理/策略/持仓] 没有变化。 市场整体也跌了 X%，不是个别现象。" 【历史参考】 "历史上类似情况，平均 X 个月修复。 该产品过去 X 次大回撤，后续都创新高了。" 【方案】 "我的建议是 [具体方案]。 当然，最终决定权在您，我尊重您的选择。" 【承诺】 "不管您做什么决定，我都会全力配合。 有任何问题，随时找我。" ``` ### 模板 D：产品逻辑变化说明 ``` 【重要提醒 | 产品逻辑变化】 XX 总，您持有的 [产品名称] 出现以下变化： ⚠️ 变化情况 - [如：基金经理变更] - [如：投资策略调整] - [如：规模大幅变化] 💡 影响评估 - 短期影响：[评估] - 长期影响：[评估] 📌 建议选项 1. 继续持有，观察新经理表现 2. 逢反弹转换到同类产品 3. 分批赎回，降低仓位 我们尊重您的选择，会全力配合。 ``` --- ## 高频场景专项内容 ### 场景 1：市场系统性下跌 **内容要点**： - 说明是市场整体下跌，不是产品问题 - 给出市场估值位置和历史对比 - 建议保持耐心，等待市场修复 ### 场景 2：行业调整导致回撤 **内容要点**： - 说明行业周期属性 - 分析行业长期逻辑是否变化 - 建议检视持仓集中度 ### 场景 3：基金经理变更 **内容要点**： - 说明变更原因 - 介绍新经理背景 - 给出观察期建议 ### 场景 4：产品风格漂移 **内容要点**： - 说明漂移情况 - 分析是否违背合同约定 - 建议转换到风格稳定的产品 --- ## 客户情绪管理 ### 情绪识别 | 情绪信号 | 客户表现 | 应对策略 | |---------|---------|---------| | 焦虑 | 频繁询问、要求操作 | 及时回应，给出明确建议 | | 愤怒 | 语气激烈、指责 | 先道歉，再解释，不辩解 | | 绝望 | 沉默、不回复 | 主动联系，给出希望 | | 投诉 | 威胁赎回、投诉 | 高层介入，专项处理 | ### 沟通原则 1. **先情绪后逻辑** - 先处理情绪，再讲道理 2. **不回避不推卸** - 承认问题，不推卸责任 3. **给方案不给承诺** - 给出选择，不承诺结果 4. **持续跟踪** - 定期回访，不让客户感到被忽视 --- ## 内容创作要点 ### 语言风格 - ✅ 真诚、有温度 - ✅ 不回避问题 - ✅ 给希望不画饼 - ❌ 避免空洞安慰 - ❌ 避免过度承诺 ### 数据支撑 - 回撤幅度 vs 市场/基准 - 历史最大回撤和修复时间 - 产品逻辑变化分析 - 估值位置和历史对比 ### 发送时机 - 回撤达到 10%、20%、30% 时 - 客户主动询问后 2 小时内 - 产品发生重大变化时 --- ## 使用建议 1. **分层沟通** - 根据回撤程度选择模板 2. **及时响应** - 客户询问后尽快回复 3. **持续跟踪** - 定期回访，更新进展 4. **记录留痕** - 所有沟通记录保存 --- Source attribution: aifinlab Original project: https://github.com/aifinlab/FinClaw/blob/9e62862d1412157fa03ffd1f0b74969dcf0ed66c/skills/archive/client-engagement-drawdown/SKILL.md License: Apache-2.0 License information: https://www.apache.org/licenses/LICENSE-2.0 Original upstream instructions; downloaded from Dave AI. ## Upstream license notice Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. 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