跨境電商客戶服務(wù)英語（第一版）張康

徐俊凌/編著Whyrespondtoagood

review?2.Howtorespondtoapositivereview(5steps).3.PositiveReviewResponseExamplesTask19ManagingPositiveReviews任務(wù)十九：好評管理【內(nèi)容提要】本節(jié)介紹處理回復(fù)好評的理由、好評回復(fù)五步驟、經(jīng)典案例、五個(gè)模版。通過本節(jié)學(xué)習(xí)，掌握如何不辜負(fù)買家的一番好意，如何將好評轉(zhuǎn)化為業(yè)務(wù)的金名片。知識(shí)目標(biāo)：理解好評管理的必要性，掌握好評管理的的五步操作法，以及常用英語表達(dá)和句型。能力目標(biāo)：通過案例和模版的學(xué)習(xí)，能夠根據(jù)公司和產(chǎn)品的具體情況，書寫兼具規(guī)范化和定制化特性的好評回饋電郵/站內(nèi)信。Respondingtopositivereviewsisjustasimportantasrespondingtonegativereviews.However,manybusinesseswonderwhy.Whyrespondtoagood

review?Ifagoodcustomerleavesaglowingfive-starreview,itcan’tgetanybetterthanthat

(好到極致),right?Actually,itcan.Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowonders

(創(chuàng)造奇跡)foryourbusiness!Here’swhyyoushould

alwaysrespondtoapositivereview:It’sthepolitethingtodo.

Ifacustomergaveyouacomplimentinreallife,youwouldsaythankyou.It’sonlypolite.

And

withanonlinereview,thecomplimentispublic.Sobeextranice

(格外友善)!Everyoneislooking.

90%ofconsumersnowreadonlinereviews.

Thepublic,includingpotentialfuturecustomersofthebusiness,mayreadthisreview.Replyingtothereviewisachancetospeaktothesepeopletoo,anddosomesubtlemarketing

(隱形營銷).Activelycreating,

（積極創(chuàng)造機(jī)會(huì)）

andengagingwith,positiveonlineconversationsaboutyourbrandandthelocalcommunitycanencourageotherstoparticipateinthatconversation,andgeneratemorebuzz（熱點(diǎn)）andvisibility（曝光率）foryourbusiness.Itaffectssearchrankings

（搜索排名）.

Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelpthereviewshowupinsearchresultsforabusiness.Okay,soweknowthatifyougetpositiveonlinereviews,whetheritisonAmazon,Google,Facebook,AliExpress,oryourownsite,respondingtothatpositivereviewsisamust.Sohowcanyourbusinesshityourreviewresponsesoutoftheparkandgetinsomegoodmarketing?searchrankings:(搜索排名)Ine-commerce,searchrankingsrefertothepositionatwhichaparticularwebsiteorproductappearsinsearchengineresultspages(SERPs)whenauserconductsarelevantsearchquery.Sohowcanyourbusinesshityourreviewresponsesoutoftheparkandgetinsomegoodmarketing?Inthegivensentence,thephrase"hitoutofthepark"isusedmetaphoricallyandreferstoachievingexceptionalsuccessoraccomplishingsomethingwithgreatexcellenceandimpact.Itoriginatesfromthesportofbaseball,wherehittingtheballoutoftheparkmeanshittingahomerun,themostfavorableoutcomeforabatter.Howtorespondtoapositivereview(5steps)Step1:Thankthecustomerforthepositive

reviewandbespecific.Ensurethereviewerknowsarealpersonisbehindyour

replybythankingthemforsomethingspecifictheysaid.

“Thanksforleavingareview,andmentioningthedesign.You’reright,itisabsolutelywhatweareproudof!"Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Using

thebusinessname,categoryandlocationinyourresponse

willhelpthepositivereview

appearinsearchresults.

“Theteamhereat[BusinessName]isthrilledtohearsuchgoodfeedback,andwe’reproudtobeoneofthecoziest[coffeeshops]in[cityname]."Step3:Add

alittlemarketingtoyourreviewresponse.Yourreplyispublicandwillbereadbyothers,includingfuturecustomers,sothrowinsomemarketing!Mentionabehind-the-scenesreasontheyhadagreatexperience,oranewfeatureorpromotion.

“Didyouknowwejuststartedapromotion?”Step4:Invitecustomertodosomethinginyourresponse.Askthecustomertoreturn,useanotherserviceorspreadtheword.

“Nexttimeyou’cometous,youshouldtrythe[insertproducthere]!”“Wehopetoseeyouagainsoon,andbringafriend!”Mentionabehind-the-scenesreasontheyhadagreatexperience,oranewfeatureorpromotion.

Inthegivensentence,thephrase"behind-the-scenes"referstoaspectsorinformationthataretypicallynotvisibleorknowntothegeneralpublic.Itsuggestsrevealinginsightsordetailsthatprovideaglimpseintotheinnerworkingsofabusiness,thereasonsbehindacustomer'spositiveexperience,oranynewfeatures,promotions,orinitiativesthatmaynotbewidelyadvertised.鮮為人知、幕后Step5.SharethereviewThelaststepinyourresponseprocessisspreadingthepositiveword.Apositivereviewisfreemarketingmaterial,somakethemostofitbyrespondingpubliclyandsharingitonothersocialmediaplatforms.With

68%ofconsumerssayingthatpositivereviewsmakethemtrustabusinessmore,it’simportanttomakesurethepositivereviewsareseen.Ifpossible,tagthereviewertofurthershowyourappreciation!Ifpossible,tagthereviewertofurthershowyourappreciation!Inthegivensentence,theword"tag"referstotheactofmentioningorreferencingthereviewerdirectlyinapublicoronlinesetting,typicallyusingtheirusernameorhandle.（社交媒體平臺(tái)上）@某人A.UnderstandMainIdeas:Whyshouldyoualwaysrespondtoapositivereview?Answer:It’sthepolitethingtodo.Everyoneislooking.Activelycreating.Itaffectssearchrankings.

Howtorespondtoapositivereviewin5steps?Answer:Step1:Thankthecustomerforthepositivereviewandbespecific.Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Step3:Addalittlemarketingtoyourreviewresponse.Step4:Invitecustomertodosomethinginyourresponse.Step5.Sharethereview

UnderstandDetails:1.Respondingtopositivereviewsisjustas_______asrespondingtonegativereviews.A.simpleB.complexC.importantD.difficultKey:C

2.Ifagoodcustomerleavesaglowingfive-starreview,itcangetsomethingbetterthanthat,right?A.yesB.noC.notsureD.noideaKey:A

3.What’sthepercentageofcustomerswhonowreadonlinereviews?A.50%B.70%C.90%D.100%Key:C

4.HowtoimprovetheSEOrankingofthereview?A.replyingquicklyB.replyinginstantlyC.replyingproperlyD.replyingautomaticallyKey:C

5.Using_______inyourresponsewillhelpthepositivereviewappearinsearchresults.A.businessnameB.businesscategoryC.businesslocationD.alltheaboveKey:D

6.Whattechniqueisusedinthisreply“Didyouknowwejuststartedapromotion?”A.Thankthecustomer.B.Sharethereview.C.Invitecustomertodosomethinginyourresponse.D.Addalittlemarketingtoyourreviewresponse.Key:D

PositiveReviewResponseExamplesTemplatesforrespondingtopositivereviewTemplate#1:Hey(CustomerName客戶名稱),Thankyouforthereview,(BusinessName公司名稱)appreciateswhenourcustomerstaketimetoleaveanoteaboutus!Wearegladyouexperiencedourworld-class[insertsomethingthebusinessisbestknownfor],andhopetoseeyouagainwithyourfriends!-(BusinessName/ManagerName/OwnerName公司名稱/客服經(jīng)理名稱/賣家姓名)

Template2:Hey(CustomerName客戶名稱),We’rethrilledyouenjoyed[somethingspecifictheymentioned

客戶提到的具體內(nèi)容],welikemakingourcustomershappyat[businessname公司名稱]!Nexttimeyou’rehere,youshouldtrythe[insertafeatureorspecial

特別推薦產(chǎn)品].Thanksforleavingthepositivereview,Ihopetoseeyouagainsoon.-(BusinessName/ManagerName/OwnerName公司名稱/客服經(jīng)理名稱/賣家姓名)

Template#3:Hello(CustomerName客戶名稱),Everyoneat(BusinessName公司名稱)lovestohearfromcustomerslikeyou!Thanksforspendingyourtimewithus.Nexttimeyou’rehere,askfor[Manager’sname經(jīng)理姓名]-I’dliketosaythanksinperson:)-(BusinessName/ManagerName/OwnerName公司名稱/客服經(jīng)理名稱/賣家姓名).

Template#4:ResponsewithdiscountasatokenofappreciationHey(CustomerName客戶姓名),

Wetakeprideingivingoutstanding(ProductName產(chǎn)品名稱)toeverycustomerhereat(BusinessName公司名稱).Wearehappytohearthatyourvisitwasnoexception,thanksforleavingthewonderfulreview!Didyouknowweoffer[discountorpromofornextvisit下次光顧的折扣或促銷]?Lookforwardtoseeingyounexttime!-(BusinessName/ManagerName/OwnerName公司名稱/客服經(jīng)理名稱/賣家姓名).

Template#5:Responsewith

alittlemarketingHi(CustomerName客戶姓名),Thanksfortakingtimetomention[somethingtheymentioned客戶提到的內(nèi)容]andleavingthisgreatfeed-back.Didyouknow[insertinterestingbackgroundinfoonthatproductorservice產(chǎn)品或服務(wù)的背景趣事]?It’sforpeoplelikeyouthatwedowhatwedo!Ifyouhaveanyfriendslookingfor[insertservice服務(wù)名稱],pleasesendthemourway-we’lltakegreatcareofthem.Cheers,(BusinessName/ManagerName/OwnerName公司名稱/客服經(jīng)理名稱/賣家姓名).

C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.specific,socialmediaplatforms,visibility,compliment,engagewith,subtlemarketing,brandidentity,generate

1.Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.

2.And

withanonlinereview,thecomplimentispublic.Sobeextranice!

3.Replyingtothereviewisachancetospeaktothesepeopletoo,anddosomesubtlemarketing.

4.Positiveonlineconversationsaboutyourbrandandthelocalcommunitycanencourageotherstoparticipateinthatconversation,andgeneratemorebuzzandvisibilityforyourbusiness.

5.Ensurethereviewerknowsarealpersonisbehindyour

replybythankingthemforsomethingspecifictheysaid.

6.Apositivereviewisfreemarketingmaterial,somakethemostofitbyrespondingpubliclyandsharingitonothersocialmediaplatforms.D.BuildYourSentencePutthefollowingsentencesintoEnglish.

1.對好評的回應(yīng)是與滿意的顧客進(jìn)行交互的簡便方式，這有助于你的品牌形象以及你與客戶之間一對一的關(guān)系。(one-to-onerelationship)Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.2.切記，線上評價(jià)是評價(jià)網(wǎng)站是公開的，因此圍繞你的品牌所展開的積極性對話會(huì)給你的業(yè)務(wù)創(chuàng)造奇跡。(dowondersfor)Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowondersforyourbusiness!

3.借助恰如其分地回應(yīng)，你可以提高搜索引擎最優(yōu)化的評價(jià)排名，并是的自己經(jīng)營的業(yè)務(wù)出現(xiàn)在搜索結(jié)果中。(SEOrankingofthereview)Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelp