跨境電商客戶(hù)服務(wù)英語(yǔ)（第一版）張康

徐俊凌/編著導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶(hù)服務(wù)渠道與客服咨詢(xún)模板任務(wù)1產(chǎn)品描述要點(diǎn)、案例與模板任務(wù)7拒絕買(mǎi)家的折扣要求任務(wù)2歡迎詞、問(wèn)候語(yǔ)類(lèi)電郵的書(shū)寫(xiě)任務(wù)3產(chǎn)品信息咨詢(xún)?nèi)蝿?wù)5如何書(shū)寫(xiě)催促付款電郵任務(wù)6接受買(mǎi)家的折扣要求任務(wù)4

關(guān)于價(jià)格、折扣、促銷(xiāo)、付款方式、運(yùn)費(fèi)和關(guān)稅咨詢(xún)目錄Contents第二章售中服務(wù)任務(wù)8訂單確認(rèn)函任務(wù)14訂單取消確認(rèn)函任務(wù)9發(fā)貨通知任務(wù)10發(fā)貨延誤任務(wù)12修改發(fā)貨地址要求任務(wù)13發(fā)貨過(guò)程中常見(jiàn)問(wèn)題的處理：錯(cuò)發(fā)、丟件、貨物破損任務(wù)11關(guān)于發(fā)貨、到貨時(shí)間的咨詢(xún)RespondtoWhentheOrderwillbeDispatched關(guān)于發(fā)貨、到貨時(shí)間的咨詢(xún)

內(nèi)容提要1.

TheThreeTimeSlotsWhentheQuestionisAsked相關(guān)咨詢(xún)的三個(gè)時(shí)間點(diǎn)2.

TheThreeRelevantE-mailsTemplates三個(gè)相應(yīng)的電郵模板【內(nèi)容提要】因?yàn)閲?guó)際運(yùn)輸?shù)臅r(shí)長(zhǎng)與諸多環(huán)節(jié)，實(shí)際工作中大量售中咨詢(xún)與發(fā)貨、到貨時(shí)間相關(guān)。本任務(wù)按照先后時(shí)間點(diǎn)，將咨詢(xún)分為三大類(lèi)，并針對(duì)每一類(lèi)提供相應(yīng)模板，從而實(shí)現(xiàn)高效、高質(zhì)地書(shū)寫(xiě)相關(guān)電郵和站內(nèi)信。知識(shí)目標(biāo)：理解三個(gè)時(shí)間點(diǎn)客戶(hù)對(duì)物流狀態(tài)的期待，掌握相應(yīng)的術(shù)語(yǔ)和常用句型。能力目標(biāo)：通過(guò)理論和模板的學(xué)習(xí)，能夠針對(duì)不同時(shí)間點(diǎn)的咨詢(xún)，書(shū)寫(xiě)相應(yīng)的客服回復(fù)郵件。TheThreeTimeSlotsWhentheQuestionisAskedOnceyourcustomerscompletetheirpurchase,theyreallyonlyhaveonethingontheirmind:Whenwilltheirordershowup?Thisquestioncanarisedespiteyourbesteffortstoclearlydisplayestimatedshippingwindows

(預(yù)計(jì)發(fā)貨窗口),whichiswhyyoureceivetheirinquirywhentheparcelwillbeshippedout.Afteranalyzingtheshippingrelatedquestionsin-depthwecametotheconclusionthattheywereappearingmostlyatthesetimes:estimatedshippingwindows

(預(yù)計(jì)發(fā)貨窗口)

Estimatedshippingwindowsistheperiodthatthecourierwillmakeadelivery.Themoreprecisethisdeliverytimeframeisforthecustomer,thebettertheirexperience.JustaftercompletingthepurchaseInthistimeframethecustomercompletesthepurchaseandneedstoknowwhenhisorderwillbedispatched.2-4daysafterthepurchaseThisisthetimeframeinwhichacustomerusuallyexpectstoreceiveatrackingnumberbuthasn’treceivedityet(orhasn’tseenshippingnotification

(裝運(yùn)通知)fromtheplatform).13-17daysafterthepurchaseInthistimeframeourcustomerswereexpectingtoreceivetheirproducts—iftheypurchasedwithstandardshipping(itwasaround7-10businessdaysforexpressorders).shippingnotification(裝運(yùn)通知)A.UnderstandMainIdeas:1.Pleaseanalyzethethreetimeslotswhentheshippingrelatedquestionsareasked.Answer:1.Justaftercompletingthepurchase.Inthistimeframethecustomercompletesthepurchaseandneedstoknowwhenhisorderwillbedispatched.2.2-4daysafterthepurchase.Thisisthetimeframeinwhichacustomerusuallyexpectstoreceiveatrackingnumberbuthasn’treceivedityet(orhasn’tseenshippingnotificationfromtheplatform).3.13-17daysafterthepurchase.Inthistimeframeourcustomerswereexpectingtoreceivetheirproducts—iftheypurchasedwithstandardshipping(itwasaround7-10businessdaysforexpressorders).B.UnderstandDetails:1.“Theyreallyonlyhaveonethingontheirmind:whenwilltheirordershowup?”Chooseasimilar-meaningwordtotheexpressioninitalics.A.shipB.deliverC.arriveD.dispatchKey:C2.Athowmanytimeslotsaretheshippingrelatedquestionsappearingmostly?A.twoB.threeC.fourD.fiveKey:BTheThreeRelevantE-mailsTemplatesBasedontheseanalysiswecanpreparethreeautomaticcustomerservicee-mails

(自動(dòng)客戶(hù)服務(wù)電子郵件)thatwouldbesenttoeachcustomer,eachaddressingtherelevantissuethatthecustomerhadateachtimeframe,andtheattachedarethecustomerservicee-mailtemplatesforeache-mailtype:Thefirste-mailwouldexplaintothecustomerwhenhecouldexpectdispatchofhisorderandprovideinformationaboutaseconde-mailthatwouldfollowacoupleofdayslater.automaticcustomerservicee-mail

(自動(dòng)客戶(hù)服務(wù)電子郵件)

Automatedcustomerservicee-mailisacustomersupportprocessthatreduceshumaninvolvementinsolvingcustomerinquiries.Itspeedsupcustomerserviceprocesses,andminimizeshumanerror.Template#1:Dear[CustomerName],Thankyouforchoosing[YourCompanyName].Yourorderhasbeenreceivedandprocessingwillstartimmediately.Yourorderwillshipwithin[X]businessdaysandwillbefollowedbyanothere-mailwhichwillincludeyourtrackingnumber

(快遞查詢(xún)號(hào)),thecourier(專(zhuān)遞公司)usedandalinktoallowyoutrackyourorderonlineatalltimes.Wearehereforanyinquiry,donothesitatetocontactus.Bestregards,[YourRepresentative’sName][YourCompanyName]trackingnumber

(快遞查詢(xún)號(hào))courier

(專(zhuān)遞公司)Acompanythattakesparcelsfromoneplacetoanother.Theseconde-mailwouldbesentacoupleofdayslaterandincludeinformationaboutthetrackingnumberandthecourierusedforshipping.Itwouldalsoincludealinktotrackingthepackageonline.Inaddition,itwouldprovideinformationabouttheexpecteddeliverytimeofthepackageandaboutafollow-upe-mailtwoweekslaterTemplate#2:Dear[CustomerName],Yourorderhasbeendispatchedwith[YourCourierName].Yourtrackingnumberis:[TrackingNumber].Youcantrackiteasilybyclickingonthefollowinglink:[LinktoTrackingSite].Yourorderisduetobedeliveredwithin10-12businessdays(that’s12-16daysintotal).Itisadvisedtotracktheorderonlineevery2-3daysinordertohavethemost-up-to-dateinformationontheshippingprogress.Wearehereforanyinquiry,donothesitatetocontactus.Bestregards,[YourRepresentative’sName][YourCompanyName]Thethirde-mailwouldarrivetwoweekslater,itwouldconcludethepurchaseexperiencefromtheshippingpointofview,repeatthetrackingdetailsjustincasethecustomerhadn’treceivedtheirgoodsyetandprovidesomeusefulinformationaboutusageoftheproductandwarranty.Template#3:Dear[CustomerName],Iwouldliketothankyouagainforchoosingus,justincaseyouarestillwaitingforyourorderhere’sarecapofyourtrackingdetails:[TrackingNumber]Canbetrackedviathefollowinglink:[LinktoTrackingSite].Incasethepackageisalreadyinyourcountrybuthasn’tbeendeliveredyet,weadviseyoutocontactyourlocalpostofficetogetanaccuratedeliverytimeframe.Ifyourequireanyadditionalinformationfromourside,feelfreetocontactus.Theproductmanualandwarrantyareincludedwithyourpackage,pleasetakeafewminutestoreviewthempriortousingyourproduct.Enjoy!Bestregards,[YourRepresentative’sName][YourCompanyName]3.Whatcanyoupreparetoaddresstherelevantissuethatthecustomerhasateachtimeframe?A.automaticcustomerserviceemailsB.automaticvoicemessagesC.automaticphoneresponseD.automaticfaxresponseKey:A4.Whatwouldthefirstemailexplaintothecustomer?A.whenhecouldexpecthisorder’sshowing-upB.whenhisorderwouldarriveC.whenhisorderstartsprocessingD.whenhecouldexpectdispatchofhisorderKey:D5.Whatinformationisnormallyincludedinthesecondemail?A.ThetrackingnumberB.ThecourierusedforshippingC.AnonlinepackagetrackinglinkD.AlltheaboveKey:DC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.manual,warranty,relevant,shippingnotification,priorto,in-depth,estimatedshippingwindows,automaticcustomerserviceemails1.Thisquestioncanarisedespiteyourbesteffortstoclearlydisplayestimatedshippingwindows,whichiswhyyoureceivetheirinquirywhentheparcelwillbeshippedout.2.Afteranalyzingtheshippingrelatedquestionsin-depthwecametotheconclusionthattheywereappearingmostlyatthesetimes.3.Thisisthetimeframeinwhichacustomerusuallyexpectstoreceiveatrackingnumberbuthasn’treceivedityet(orhasn’tseenshippingnotificationfromtheplatform).4.Basedontheseanalysiswecanpreparethreeautomaticcustomerserviceemailsthatwouldbesenttoeachcustomer,eachaddressingtherelevantissuethatthecustomerhadateachtimeframe.5.Theproductmanualandwarrantyareincludedwithyourpackage,pleasetakeafewminutestoreviewthempriortousingyourproduct.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.一旦你的客戶(hù)完成購(gòu)買(mǎi)，他們心中只想著一件事：什么時(shí)候能收到貨物？（completetheirpurchase）Onceyourcustomerscompletetheirpurchase,theyreallyonlyhaveonethingontheirmind:

when

willtheirordershowup?2.您的訂單已經(jīng)收到，我們馬上著手處理。（process）Yourorderhasbeenreceivedand

processingwillstartimmediately.3.為了獲取最新的物流進(jìn)展的信息，建議您每2-3天在線(xiàn)上查看一下訂單狀況。(tracktheorderonline)Itisadvisedtotracktheorderonlineevery2-3daysinordertohavethemostuptodateinformationontheshippingprogress.E.HandleShippingDelaysMakearesponsetocustomer’sinquiry