跨境電商客戶服務(wù)英語 課件 Task 9 發(fā)貨通知

跨境電商客戶服務(wù)英語（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)客戶服務(wù)渠道與客服咨詢模板任務(wù)1產(chǎn)品描述要點(diǎn)、案例與模板任務(wù)7拒絕買家的折扣要求任務(wù)2歡迎詞、問候語類電郵的書寫任務(wù)3產(chǎn)品信息咨詢?nèi)蝿?wù)5如何書寫催促付款電郵任務(wù)6接受買家的折扣要求任務(wù)4

關(guān)于價格、折扣、促銷、付款方式、運(yùn)費(fèi)和關(guān)稅咨詢目錄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)貨過程中常見問題的處理：錯發(fā)、丟件、貨物破損任務(wù)11關(guān)于發(fā)貨、到貨時間的咨詢HowtoWriteShippingConfirmationE-mails發(fā)貨通知內(nèi)容提要1.

EssentialsPartsofConfirmationE-mailsandExamples發(fā)貨通知的必要組成和案例2.

ShippingConfirmationE-mailTemplates發(fā)貨通知模板【內(nèi)容提要】發(fā)貨通知是售中客服工作的本職任務(wù)，本任務(wù)通過介紹發(fā)貨通知的組成部分、典型案例與分析、模板等，協(xié)助學(xué)習(xí)者改進(jìn)電郵/站內(nèi)信的書寫質(zhì)量，從而提升消費(fèi)體驗(yàn)，增加銷售量。知識目標(biāo)：理解發(fā)貨通知的幾大基本信息要素和提升客戶體驗(yàn)重要事項(xiàng)，掌握常用術(shù)語和基本句型。能力目標(biāo)：通過案例分析和模板學(xué)習(xí)，能夠書寫符合要求的發(fā)貨通知。Shippingandorderconfirmatione-mailsaretwotransactionale-mailsthattraditionallydon’tgetalotofattentionfromamarketingstandpoint.Butbyincludingafewbasiccomponentsandaddingalittlecreativity,thesee-mailscanhelpbuildcustomerloyalty

(客戶忠誠度),improvethepost-purchaseexperience

(購買后的體驗(yàn)),andestablishauniquevoiceforyourbrand.Herearesometipstotakeyourshippingconfirmatione-mailstothenextlevelandgetthemostoutofthosehighopenrates:customerloyalty

(客戶忠誠度)post-purchaseexperience

(購買后的體驗(yàn))Thesimplestdefinitionforpost-purchasecustomerexperienceishowyoutreatacustomerafterpurchasingaproductorservicefromyou.A.UnderstandMainIdeas:1.WhataretheessentialpartsofConfirmationEmails?Answer:Includeatrackinglink;includeproductandshippingdetails;providesupportresources;highlighttheestimateddeliverydate;suggestcomplementaryproducts.B.UnderstandDetails:1.Whatdoesashippingconfirmationemailhelpifitincludesafewbasiccomponentandaddsalittlecreativityintoit?A.buildcustomerloyaltyB.improvepost-purchaseexperienceC.establishauniquevoiceforthebrandD.AlltheaboveKey:DEssentialsPartsofConfirmationE-mailsandExamplesIncludeatrackinglink

Atrackinglinkisthemostimportantcomponentofashippingconfirmatione-mailsinceitallowscustomerstoseethestatusoftheirpurchaseinreal-time.Thisgivescustomersasenseofexcitementandallowsthemtowatchtheirnewpurchasemakeitswaytotheirdoorstep—becausewhodoesn’tcheckthestatusoftheirpackageeverydaywhenthey’rewaitingforashipment?Inthisshippingconfirmatione-mailfromfitbit,theyputaclickabletrackingnumberrightatthetop,soyoucan’tmissit.Liketheysayinthecopy,youdon’tneedtocampoutbythemailbox—youcancampoutbyyourinboxinstead.2.WhichisNOTmentionedinthepassageastoincludingatrackinglink?A.Itgivescustomersasenseofexcitement.B.Ithelpscustomerstoletgoofwaitingstress.C.Itallowscustomerstoseethestatusoftheirpurchaseinreal-time.D.Itallowscustomerstowatchtheirnewpurchasemakeitsway.Key:BIncludeproductandshippingdetails

Leveragecustomers’excitementabouttheirrecentpurchasesbyincludinganimageofwhattheyjustboughtinyourshippingconfirmatione-mail.Althoughcustomerswillusuallyrememberwhattheypurchased,animageoftheproductorproductsensuresthatit’seasyforthemtoaccessorderinformation.Asanaddedbonus,theycaneffortlesslypullupthee-mailandshowtheirfriendsalltheamazingitemstheyjustboughtfromyourbrand.Onarelatednote,makesureyouincludeallthelogisticalinformationinyourshippingconfirmatione-mail,too.Afewdetailsthatareusuallygoodtoincludeare:Nameoftheitem(s)Description(size,color,quantity,etc.)Shippingmethod(USPS

(美國郵政總局),UPS,FedEx

(聯(lián)邦快遞),ePacket

(國際e郵寶),etc.)DeliveryaddressOrdernumberorIDBillingsummarySephoraisamasterattheshoppingconfirmatione-mail.Inthise-mail,youseeanimageoftheproduct,thenameoftheitem,theSKU(庫存量單位)number(incaseyouneedtoreferencelater),thesize,theprice,andthequantity.Plus,ifyouclicktheimage,itbringsyourighttotheproductpagesoyoucaneasilyaccessanyproductinformation.Foranycustomerthathasanissuewiththeirproduct,aproblemwiththeirshipment,orperhapswantstore-orderinthefuture,havingallofthisinformationaclickawaymakesforapremiumcustomerexperience.USPS

(美國郵政總局)ePacket

(中國郵政國際e郵寶)UPS

(美國聯(lián)合包裹運(yùn)送服務(wù))FedEx

(聯(lián)邦快遞)SKU(庫存量單位)2.WhatdetailedlogisticalinformationisusuallygoodtobeincludedinyourShippingConfirmationEmail?Answer:Nameoftheitem(s);description(size,color,quantity,etc.);shippingmethod(USPS,UPS,FedEx,ePacket,etc.);deliveryaddress:ordernumberorID;billingsummary.3.Byincludinganimageoftheirnewpurchaseinshippingconfirmationemail,customersmayeffortlesslyshowtheirfriendstheitemsbroughtfromyourbrand.What’sthismarketingapproach?A.directmarketingB.directpromotionC.word-of-mouthmarketingD.precisionmarketingKey:C4.Whatdetailsintheshippingconfirmationemailcanmakeyourcustomersapremiumpost-purchaseexperience?A.animageoftheproductB.theSKUnumberC.thename,size,priceandquantityoftheproductD.AlltheaboveKey:DProvidesupportresourcesAlwaysincludeaneasilyaccessiblewayforcustomerstocontactyoursupportteamintheeventthattheyhavequestionsabouttheirorder.Forexample,iftheynoticeintheirshippingconfirmatione-mailthattherewasamistakeintheirorder,they’lllikelywanttocontactyouimmediatelytoremedythesituation.Ifit’stoodifficulttofindacontactoraskaquestion,itcancauseaveryfrustratingexperiencethatcoulddeterthemfrommakingafuturepurchase.MeUndiesdoesagreatjobofcreatingaclearwaytocontacttheteamontheirshippingconfirmatione-mail.Withanentiresectiondedicatedtocustomerserviceinformationunderthesubheading“We’reHeretoHelp”,there’snoquestionastowhereyoushouldgoifyouwanttotalktotheteam.Youmayalsowanttoanticipatesomeofyourcustomers’questionsandpreemptivelyincludelinkstoFAQs(常見問題解答),returnpolicies,orotherhelpfulpages.FAQs(常見問題解答)MostcompanieshaveanFAQ—orFrequentlyAskedQuestions—pageontheirwebsite.Thispageprovidesanswerstocommonquestionsaskedbycustomers.HighlighttheestimateddeliverydateAgain,youwanttobuildupasenseofanticipationandexcitement.Includinganestimateddeliverydateinyourshippingconfirmatione-mailgoeshand-in-handwithincludingatrackinglink,butinsteadofallowingcustomerstofollowtheirnewproduct’sjourney,itallowsthemtoseetheestimatedarrivaltime.Callattentiontothisdatebyputtingitinaprominentpositioninthee-mail.Forexample,tryusingaheadlineorsubjectlinelike“Congratulations!Yourorderhasshipped.Youcanexpectitinyourmailboxby[date].”Togetevenmorepersonal,includethenameoftheitemacustomerpurchased.Thisshippingconfirmatione-mailfromRitualkeepsitsimplebymakingtheexpecteddeliverydateoneofthemostprominentvisualsinthee-mail.5.What’sthehelpofhighlightingtheestimateddeliverydateinyourshippingconfirmationemail?A.buildingupasenseofanticipationandexcitementB.showingoffexcellentonlineserviceC.makingcustomerscollecttheparcelsintimeD.avoidingcustomers’returnsofgoodsKey:ASuggestcomplementaryproducts(補(bǔ)充產(chǎn)品)Oncecustomershaveplacedtheirorders,youmaywanttosuggestrelateditemsthatwillgowellwithwhattheyjustbought.Thisoneisoptional,butespeciallyattractiveifyoudon’tsendapost-purchaseseries.Trysuggestingproductsthatarefromthesamecollection

(同一系列的(產(chǎn)品或商品)),orevencurateasetofproductsthatwouldcomplementtheparticularitemacustomerjustbought.Additionally,thebenefitofincludingproductrecommendationsinashippingconfirmatione-mailasopposedtoanorderconfirmatione-mailisthat,bythetimeashippingconfirmationgoesout,orderinformationwillbeprocessedsothatproductrecommendationswilltaketheshippedorderintoaccount.That’stosay,ifyou’reusingapowerfule-mailautomationplatform

(電子郵件自動化平臺),youcangiveproductrecommendationsinashippingconfirmationbasedontheitemtheyjustordered,insteadofonesthatrandomlyormanuallyselected.complementaryproducts(補(bǔ)充產(chǎn)品)Anotherpopularmethodofencouragingthenextpurchaseislinkingtonewarrivals

(新品上市),likelingeriebrandAdoreMe.Theyincludeallthenecessaryshippinginformationandaclickableimage

(可點(diǎn)擊的圖片),thatdirectscustomerstobuynewarrivalsatthebottom.Howcouldyoumakeanupsellofferevenbetter?Offercustomersfreeshippingontheirnextorders.Whilesomeonemightbehesitanttoplaceanotherorderiftheyhavetopaytwiceforshipping,theymightreconsideriftheaddedcostisnolongeranissue.Onethingtokeepinmind:Savethiscontentforthebottomofthee-mailandkeepittoaminimum.Whileit’sokaytoincludemarketingmessages,youshouldkeeptransactionalinformationasthemainmessage.clickableimage

(可點(diǎn)擊的圖片)newarrivals

(新品上市)ShippingConfirmationE-mailTemplatesTemplate#1:SubjectLine:YourShipmentisonitsway!Bonjour,[CustomerName]!Your[Products]hasShipped!YourOrderNumberis:[OrderNumber].ShipmentDetails:PictureofProduct1+[Product1Name].□amount

PictureofProduct2+[Product2Name].□amount

… … …Yourshipmentbegan**/**/****viaePacketStandardMail(takes**-**businessdays)to:[ShippingAddressName][Address1][Address2][City,State,Zip]TrackYourShipment:trackingnumberorlinkIfyouhaveanyquestions,justemailsupport@***.comMassivethanks![YourRepresentative’sName][YourCompanyName]Youmayalsolike:[PictureoftheRecommendedProduct]ClicktoShopandweofferyoufreeshipping.+CallToAction(行為召喚)CallToAction(行為召喚)

Call-to-action(CTA)canbeclickabletext,buttons,orimagesthatguideyourviewertothenextstepyouwantthemtotake.Sign-upSubscribeLearnmoreShareonsocialmediaBuynowAddtocartTemplate#2:Subject:Yourshipmentisonitsway!Dear[CustomerName],ThankyouforyourrecentorderfromoureBayshop.Wearepleasedtoinformyouthattheitemslistedbelowarenowonthewaytoyou.[ItemTitle]Yourorderhasbeenshippedtothefollowingaddress:[ShippingAddress]TrackYourShipment:TrackingnumberorlinkYourordershouldreachyouwithin[EstimatedDeliveryTime].Ithasbeenapleasuretoserveyou,andpleasedonothesitatetocontactusshouldyouhaveanyquestionsorremarksrelatedtoyourorder.Again,thankyouforchoosingoureBayshop.Note:Pleasemakesurenottorespondtothisautomatice-mail.YouwillfindallourcontactdetailsinoureBayshoporclickhereforhelp(LinktoFAQpageorLiveChatBox)!Template#3:Hello[CustomerName],Greatnews!Yourorderisonitsway.Thise-mailistonotifyyouthatyourorder[OrderNumber]hassuccessfullyshipped.Youcanclickonthebuttonbelowtotrackyourshipment.[CTA]Herearethedetailsofyourorder:[OrderDetails]Bestregards,Team[CompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.excitement,accessible,leverage,components,clickable,thesamecollection,campout,customerloyalty,post-purchaseexperience,curate,complement.1.Butbyincludingafewbasiccomponentsandaddingalittlecreativity,theseemailscanhelpbuildcustomerloyalty,improvethepost-purchaseexperience,andestablishauniquevoiceforyourbrand.

2.InthisshippingconfirmationemailfromFitBit,theyputaclickabletrackingnumberrightatthetop,soyoucan’tmissit.Liketheysayinthecopy,youdon’tneedtocampoutbythemailbox—youcancampoutbyyourinboxinstead.3.Leveragecustomers’excitementabouttheirrecentpurchasebyincludinganimageofwhattheyjustboughtinyourshippingconfirmationemail.

4.Alwaysincludeaneasilyaccessiblewayforcustomerstocontactyoursupportteamintheeventthattheyhavequestionsabouttheirorder.

5.Trysuggestingproductsthatarefromthesamecollection,orevencurateasetofproductsthatwouldcomplementtheparticularitemacustomerjustbought.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.物流追蹤鏈接是發(fā)貨通知函中最重要的內(nèi)容，因?yàn)樗尶蛻袅私馑麄冐浧返膶?shí)時狀態(tài)。（real-time）Atrackinglinkisthemostimportantcomponentofashippingconfirmationemailsinceitallowscustomerstoseethestatusoftheirpurchaseinreal-time.2.雖然客戶通常記得他們購買的東西，但貨品的圖像能確?？蛻酎c(diǎn)擊進(jìn)入訂單信息。(accessorderinformation)Althoughcustomerswillusuallyrememberwhattheypurchased,animageoftheproductorproductsensuresthatit’seasyforthemtoaccessorderinformation.3.

一旦客戶下單，你也許希望能夠向他們推薦相關(guān)產(chǎn)品。(relateditems)Onceacustomerhasplacedtheirorder,youmaywanttosuggestrelateditemsthatwillgowellwithwhattheyjustbought.4.感謝您最近在我們的eBay店鋪下單。我們很高興地通知您以下所列商品已在路上。(itemslistedbelow)ThankyouforyourrecentorderfromoureBayshop.Wearepleasedtoinformyouthattheitemslistedbelowarenowonthewaytoyou.5.

很高興能為您服務(wù)。如果和訂單相關(guān)的疑問或者意見，敬請隨時與我們聯(lián)系。(donothesitate)Ithasbeenapleasuretoserveyou,andpleasedonothesitatetocontactusshouldyouhaveanyquestionsorremarksrelatedtoyourorder.E.BuildOrderConfirmationE-mailCreateashippingconfirmatione-mailwithrecommendingrelatedproductsbasedonthe