跨境電商客戶服務(wù)英語 課件 Task 10 發(fā)貨延誤

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HowtoHandleShippingDelays發(fā)貨延誤內(nèi)容提要1.

TheGuidelineforHandlingShippingDelays

處理發(fā)貨延誤的基本準(zhǔn)則2.

Email-WritingTips:Step-by-stepGuide電子郵件寫作技巧：分步指南3.ShippingDelaysE-mailTemplates延誤發(fā)貨電郵模板【內(nèi)容提要】關(guān)于發(fā)貨延誤的電郵/站內(nèi)信，是跨境電商客服工作重心之一。本任務(wù)介紹了應(yīng)對延誤發(fā)貨的五大基本準(zhǔn)則，以及五種情況下的電郵/站內(nèi)信模板，以協(xié)助客服人員處理跨境電商客服工作中最常見又最棘手的發(fā)貨延誤問題。知識目標(biāo)：理解處理發(fā)貨延誤的五大準(zhǔn)則，掌握相關(guān)常用術(shù)語和基本句型。能力目標(biāo)：通過模板學(xué)習(xí)，能夠遵循坦誠道歉、不推諉解釋問題、說明處理措施、表達(dá)關(guān)切四大步驟書寫發(fā)貨通知。Aredelaysbyyourshippingpartnergettingonyournerves?Areyourcustomersgettingmadatyoufordelayedshipments?Doyoufeelhelplessaboutasituationthat’swayoutofyourcontrol?Beforeyougothroughyoursolutions,youneedtounderstandonebasicidea.Ashippingdelay

(運(yùn)輸延誤)isalwaysacostforyou.Youwillhavetospendtimeandmoneytocoverupthedamages.So,whiletryingtohandlethedelayedshipments,alsoworkonmethodstoavoidsuchcircumstancesinthefuture.shippingdelay(運(yùn)輸延誤)Shippingdelayscandamageretailbrands’reputationsandreducecustomertrust.Whiledelaysarethelastthinganyretailerwantstoface,sometimesthey’reunavoidable.A.UnderstandMainIdeas:1.What’stheguidelineforhandlingshippingdelays?Answer:Behonestandspendyourtimetohandletheissue.Actfirstandfast.Beintouch,follow-upthewholeprocess.Sharethecontrolofthesituationwithyourcustomer.Cover-upwithoffers.B.UnderstandDetails:1.What'sthebasicideaofashippingdelay?A.It'stheshippingcompany'sfaultratherthanyours.B.It'salwaysacostforyou.C.Asthesupplier,youhavetomakesomeexcusesforthedelay.D.It’salwaysacostforyourcustomers.Key:BTheGuidelineforHandlingShippingDelaysBehonestandspendyourtimetohandletheissueYoumusthavetoadmitit;ultimately,itisyourfaultthattheshipmentgotdelayed.Youaretheseller,andthecustomerisyours.Ifashipmentgetsdelayed,there’snopointofmakingexcuses,fabricatingstoriesandblamingtheshippingcompany.Yourcustomerdoesn’tacceptyourproblemsandyourfabricatedexcuses.So,ifashipmentgetsdelayed,rollupyoursleevesandtrackitbyyourselfandthinkofasolution.Thiswillbeacostforyou.And,yes,youmighthavetospendtime,youwillnotgetanyprofitsoutofthatbusiness,andevenyouwilllosesomemoney.Thatisapartofdoingbusiness.Youmusthavetoadmitit;ultimately,itisyourfaultthattheshipmentgotdelayed.Youaretheseller,andthecustomerisyours.Ifashipmentgetsdelayed,there’snopointofmakingexcuses,fabricatingstoriesandblamingtheshippingcompany.Yourcustomerdoesn’tacceptyourproblemsandyourfabricatedexcuses.So,ifashipmentgetsdelayed,rollupyoursleevesandtrackitbyyourselfandthinkofasolution.Thiswillbeacostforyou.And,yes,youmighthavetospendtime,youwillnotgetanyprofitsoutofthatbusiness,andevenyouwilllosesomemoney.Thatisapartofdoingbusiness.Don’tjustgotothecustomerandsay,“Isentthepackagelastweek,andtheremustbesomethingwrongwiththeshippingcompany.”IfIamthecustomer,Idon’tcareyouuseashippingcompanyorbringmypackageallbyyourselftomydoorsteps,orevenuseapigeontodelivermypackage.So,behonestandactuallytrackandhandlethatissue.Asacustomer,Ineedtoseemysellerisactuallyattendingtohandlethissituation.Gotoyourcustomerandtellhim,“HiPeter,Iamterriblysorrythatyoudidn’tgetthepackageyet.Thanksforinforming.Iamcurrentlycheckingwithmyshippingcompanyaboutyourpackage.And,Iwilldefinitelymakeituptoyou.”Now,thisimpliesthatyouareactuallyattendingtoaddressthedelayedshipmentandgivesacustomervalue.2.Ifashipmentgetsdelayed,whatshouldyoudosuccessively?Choosetheunmentionedone.A.rollingupsleevesB.blamingontheshippingcompanyC.trackingitbyyourselfD.thinkingofasolutionKey:BActfirstandfastDefinitely,ittakesanextraefforttohandle.However,youhavetoreactinthefirstplace.Youcallyoursupplier

(供貨商)/shippingpartner,clarifytheissue,andcomebacktoyourcustomertoexplainhowyouaregoingtosolvethisunpleasantsituation.Donotwaitforcustomer’sinquirywithcomplaint,sendtheme-mails,discussthespecifics,cometoagreements,andclosethedeals.Ifyoudothis,thecustomersnoticeyoureffort,andtheywillvaluethateffort.Businessesneedfastcustomerservicestothrive.Especiallyifyouareasmallbusiness,thesearetheopportunitiesforyoutocreatevalueforyourbusiness

(商業(yè)價值).supplier

(供貨商)businessvalue

(商業(yè)價值)Insimpleterms,itsimplycoversboththemonetaryandnon-monetaryvaluesofafirm.Customerswillnotgetindividualattentionandattendancefromahugeheartlesscorporation.So,bywalkingthisextramileincustomerservice,youcancreateacompetitiveadvantageforyourbrandandbusiness.Well,ifyoucontinuetodoso,outstandingcustomer-care

(客戶關(guān)懷)canbeoneofyouruniquesellingpropositions

(獨(dú)特的銷售主張).Whenitcomestothedelayedshipmentsandunhappycustomers,yourspeedycustomerservicecancover-upthedamagesandre-buildyourreputation.customer-care

(客戶關(guān)懷)uniquesellingpropositions

(獨(dú)特的銷售主張)Auniquesellingpropositioniswhatyourbusinessstandsfor.It’swhatsetsyourbusinessapartfromothersandtellscustomerswhytheyshouldchooseyou.3.Whatshouldyoudotosolvesuchunpleasantsituations?A.sendthememailsB.discussthespecificsC.cometoagreementsandclosethedealsD.alltheaboveKey:D4.Pleasefindasynonym(近義詞)forthewordpropositionsintheexpression'uniquesellingpropositions'.A.proposalsB.pointsC.theoriesD.valuesKey:ABeintouch,follow-upthewholeprocessHavingashippingdelayandgettingacustomercomplaintcanbeaheadache.But,aswehavebeentellingoverandoveragain,youcannotblametheshippingcompanyasanexcuse.Astheseller,itisyourdutyandresponsibilitytomakesureyourcustomersgettheirdeliveriesontime.So,ifsomethingwentwrong,considerthatasanewtaskandallocateenoughtimetofollowupthewholeshipment.Frequentlycheckwiththeshippingcompanyandkeepupdatingyourcustomeraboutwhatisgoingon.Inthisway,youcaneffectivelyconveythemessagethatyouareactivelyattendingtoresolvetheissue.Thecustomerwillnoticethisandappreciateit.So,youcanchangethat1-starratingandthebadreviewtoatleastfourstarsandanappreciationfromthecustomer.5.Howcanyoueffectivelyconveythemessagethatyouareactivelyattendingtoresolvetheissue?A.frequentlycheckingwiththeshippingcompanyB.keepingintouchwithyourcustomerC.updatingthemessageaboutwhatisgoingonD.AlltheaboveKey:DSharethecontrolofthesituationwithyourcustomerRatherthanstickingtoonewayofhandlingthesituation,youcanofferchoicesordifferentsolutionstothecustomer.Byofferingabitofcontroltoyourcustomers,theygetthefeelingofbeingvalued.Donotmakeitgotoofar,andletthembetoobossy.Keeptheoverallcontroltoyourself,andbeopentocustomers’choices/suggestionstoo.Forexample,ifyougotintoashippingdelay,youcansay,“HiPeter,Iamterriblysorrythatyoudidn’tgetthepackageyet.Asofthelatestupdatefromtheshippingcompany,itwillbedeliveredonnextTuesday.However,ifyouliketorefusetheorder,Icanreimburseyouandarrangetoreturnthepackageatnocost.IfyoucouldwaituntilnextTuesday,asanappreciationforyourpatience,Icanofferfreeshipping

(免費(fèi)送貨)foryournextorder.”Anofferlikethishelpsyourcustomerstogetafeelingthattheirprepositionsarebeingvalued.Remember,ourgoalistoconvertanunhappycustomertoasatisfiedcustomer.Thismightcostyousomemoney.However,abadrevieworabadwordofmouthcancostyouevenmore.So,beopenandoffersolutionstocreateahappyending.Cover-upwithoffersTheabovemethodsarefocusedonhowtodealwithyourcustomersincaseofshippingdelay.Nowwearegoingtodiscusshowtocoverupthedamagesofdelayeddelivery.Providingthefinalimpressionofoutstandingcustomerserviceisakeypointofdelightingyourcustomers.Ifashipmentwasdelayed,youcouldactivelyattendtoaddresstheissue.Thiscanhelptowinthetrustandearnbackyourreputationuptosomelevel.Butsometimesthatisnotenough.Sometimestherecanbecustomerswhoarestubbornanddonotacceptanydelays.So,asalastresort

(最后一招),youcantryto“bribe”thembyofferingsomeinexpensiveproductsorcouponcodes

(優(yōu)惠碼).Ofcourse,theseofferscancostyousomemoney.However,aswehavebeendiscussing,thecostofthese“bribes”ismuchcheaperthanthecostofabadreview.Asinglebadreviewcanturnawayhundredsofpotentialbuyers.So,byspendingsomeextradollarsandfightingtilltheendisworththangettinga1-starratingandabadreviewforyoureCommercestore

(電子商務(wù)網(wǎng)店).Ontheotherhand,byofferingcouponcodesorinexpensiveproducts,youarekindofcreatinganopportunityforasecondarysale

(二次交易；二手交易).So,younotonlyputasmileonyourcustomer’sface,butyoucanevengetsomedollarsfromyour“unhappy”customerstoo.alastresort

(最后一招)asecondarysale

(二次交易)couponcodes

(優(yōu)惠碼)eCommercestore

(電子商務(wù)網(wǎng)店)Email-WritingTips:Step-by-stepGuideStep1:Beginwithastraightforwardapologythatreferstotheproblem.Step2:Brieflyexplain,withoutexcuse,whathashappened.Step3:Explainwhatyouhavedone(orwilldo)tofixthesituation.Step4:Expressyourconcernandendonapositivenote.2.Couldyougivesomestep-by-stepguidetipsforwritingshippingdelayemails?Answer:Step1:Beginwithastraightforwardapologythatreferstotheproblem.Step2:Brieflyexplain,withoutexcuse,whathappened.Step3:Explainwhatyouhavedone(orwilldo)tofixthesituation.Step4:Expressyourconcernandendonapositivenote.ShippingDelaysE-mailTemplatesTemplate#1:Generaldelayedshippingnotification

(裝運(yùn)通知)Dear[CustomerName],I’msosorryyour[ProductName]hasn’tarrived.Iknowhowfrustratingitmustbe.Wecertainlydidn’tintendtoaddtoyourholidaystress.I’vetrackedthepackagevia[Carrier’sName],andit’scurrentlylistedas“[Status].”Ifyou’dliketocheckonitsprogress,here’sthelink:[Link]Pleasecontactmedirectlyifyourorderhasn’tarrivedwithin[TimeFrame].Inthemeantime,IwilldoeverythingIcantotrackyourpackage.Onceagain,[Customer’sName],Iapologizefortheinconvenience.Sincerely,[Agent’sFirstName][E-mail/DirectPhone]

What'saShippingNotification(裝運(yùn)通知)?Shippingnotificationsareoftensentintextmessagesoremailform,informingcustomersoftheprogressoftheirdelivery.Itgivesthemreal-timeupdatesoftheirorderlocationsotheycanbeassuredofwhentoexpecttheirpackage.Template#2:DelayedshippingnotificationwithaclearresolutionDear[CustomerName],Wesincerelyapologizetoyouforthedelayindeliveryofthe[ProductName]youorderedwithus.Duetoirregularitiesinthemanufacturingdepartment

(制造生產(chǎn)部門),thisinconveniencehasbeencausedtoyou.Wearealsofloodedwithalargenumberofunexpectedordersthismonthandallthishasledtothisdelay.Wearetryingourbesttominimizethedelayasmuchaspossibletoreduceyourtrouble.Wehaveequippedourdepartmentswithmorestaffsandwithinthenext3daysyourshipmentshallbedispatchedfordelivery.manufacturingdepartment

(制造生產(chǎn)部門)

Youarealoyalandsupportiveclientofourcompanysinceyears,andwearegratefultoyouforyourcommitmenttowardsus.Asasmalltokenofhonorandasamarkofapologyweoffer[**%]discounttoyouonyournextpurchaseorder

(購物單)withus.Wheneveryouplaceyournextorderwithourcompany,youcanavailthisdiscountonthefinalbillvalue

(最終票據(jù)價值).Toensurethatthiscrisisdoesnottakeplaceinthefutureagain,wehavetakenallprecautionarysteps.Onceagain,weapologizetoyouforallthetroublescausedbecauseofus.Wewouldappreciateyoursupportonthismatter.[RepresentativeName][E-mail/DirectPhone]purchaseorder

(購物單)

Muchlikeyour“cart”onane-commercesite,apurchaseorderisessentiallyalistofwhatyouwanttobuy.Itlaysouttheorderdetails,includingquantityandtypesofproductsthebuyerneeds,aswellaspaymenttermsanddeliverydetails.finalbillvalue

(最終票據(jù)價值)Template#3:DelayedshippingnotificationwithaclearresolutionDear[CustomerName],Wearewritingtoyouregardingyourordernumber[****],placedwithuson[Day/Month/Year].Weregrettohavetoinformyouthatyouritemwillbearriving[**]weeklaterthanoriginallyestimatedatthetimeofyourorder.Wesincerelyapologizeforthisinconvenience;wehaveexperiencedanunusuallylargedemandfortheproductthatwehadnotexpectedorpredicted.Wearedoingourutmosttoensureaslittleasadelayaspossibletoyouandwehavebeenadvisedbyoursuppliersthatthenewshipmentwillbearrivingwithuswithinthenext[**]days.Wewillendeavortosendyouritemoutassoonaspossibletoavoidfurtherdelay.Wewouldliketoofferyoua[**%]discountonanyfutureordersduetothisunexpecteddelay,weappreciateyourpatienceandunderstandingandthankyouforshoppingwithus.Shouldyouhaveanyquestionsregardingyourorder,pleasedonothesitatetocallourcustomerservicehelplineforfurtherassistance.Best,[RepresentativeName][E-mail/DirectPhone]Template#4:DelayedshippingnotificationonAmazonforPrimeProgramsellerDear[Customer’Name],Upontrackingyourorder,weseethatitshouldhavearrivedby[Date],butactuallywasdelivered[**]Businessdeliverydaylateron[Date],by[Courier’s

((遞送包裹或重要文件的)專遞公司)Name].Thiswasduetoa[Courier’sName]WeatherDelayenroute,asyoucanseeonthe[Courier’sName]WebsiteTracinginformation.Thisofcoursewasnotacceptable,butunfortunatelynotwithinourcontrol.Wehaveprocessedarefundofalloriginalshippingcharges

(運(yùn)費(fèi))of[$**],youshouldreceiveconfirmationoftherefundfromAmazonBillingwithin36hoursorless.Thankyou,andsorryforanyinconvenience.Bestwishes,[Representative’sFirstName][E-mail/DirectPhone]Template#5:DelayedshippingnotificationonAmazonfornon-PrimeProgramsellerDear[Customer’sFirstName],First,Iapologizethatyouritemwasdeliveredlate.Wetakecustomerserviceveryseriouslyandalwaystrytoexceedourcustomer’sexpectations.However,inthisinstanceduetotheweatherdelays,weunfortunatelydidnotmeetthoseexpectations.RegardingyourissueswithPrime,pleasebeawarethatnotallsellersonAmazonareapartofthePrimeprogram.Onlyitemsthathavethe“Prime”logowilladheretoPrimeshippingstandards.Weareathird-partysellerthatdoesnotparticipateinthePrimeprogramduetothenatureofourbusinessandthetimeittakestobuildeachorder.Estimatedshippinganddeliverytimesarealwaysshownwhenyouorder.So,inthefuturethatwillhelpyoutoknowifyouareorderingwithPrimeornot.Becauseoftheissuesyou’vehadwiththisorderI’dliketoofferaone-timerefund

(一次性退款)of[$**]tohelpmakethisright.Pleaseletmeknowifthere’sanythingelseIcanhelpyouwith.Bestwishes,[Representative’sFirstName][E-mail/DirectPhone]shippingcharges

(運(yùn)費(fèi))one-timerefund

(一次性退款)C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.walkingthisextramile,uniquesellingpropositions,re-build,reputation,cover-upthedamages,fabricating,theshippingcompany,bossy,wordofmouth,overall,bribe,alastresort,couponcodes,stubborn1.Ifashipmentgetsdelayed,there’snopointofmakingexcuses,fabricatingstoriesandblamingtheshippingcompany.2.Customerswillnotgetindividualattentionandattendancefromahugeheartlesscorporation.So,

bywalkingthisextramileincustomerservice,youcancreateacompetitiveadvantageforyourbrandandbusiness.Well,ifyoucontinuetodoso,outstandingcustomer-carecanbeoneofyouruniquesellingpropositions.

3.Whenitcomestothedelayedshipmentsandunhappycustomers,yourspeedycustomerservicecancover-upthedamagesandre-buildyourreputation.4.Donotmakeitgotoofar,andletthembetoobossy.Keeptheoverallcontroltoyourself,andbeopentocustomer’schoices/suggestionstoo.5.However,abadrevieworabadwordofmouthcancostyouevenmore.So,beopenandoffersolutionstocreateahappyending.6.

Sometimestherecanbecustomerswhoarestubbornanddonotacceptanydelays.So,asalastresort,youcantryto“bribe”thembyofferingsomeinexpensiveproductorcouponcodes.D.BuildYourSentencePutthefollowingsentences