版權(quán)說明:本文檔由用戶提供并上傳,收益歸屬內(nèi)容提供方,若內(nèi)容存在侵權(quán),請進(jìn)行舉報(bào)或認(rèn)領(lǐng)
文檔簡介
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RespondtoWhentheOrderwillbeDispatched關(guān)于發(fā)貨、到貨時間的咨詢
內(nèi)容提要1.
TheThreeTimeSlotsWhentheQuestionisAsked相關(guān)咨詢的三個時間點(diǎn)2.
TheThreeRelevantE-mailsTemplates三個相應(yīng)的電郵模板【內(nèi)容提要】因?yàn)閲H運(yùn)輸?shù)臅r長與諸多環(huán)節(jié),實(shí)際工作中大量售中咨詢與發(fā)貨、到貨時間相關(guān)。本任務(wù)按照先后時間點(diǎn),將咨詢分為三大類,并針對每一類提供相應(yīng)模板,從而實(shí)現(xiàn)高效、高質(zhì)地書寫相關(guān)電郵和站內(nèi)信。知識目標(biāo):理解三個時間點(diǎn)客戶對物流狀態(tài)的期待,掌握相應(yīng)的術(shù)語和常用句型。能力目標(biāo):通過理論和模板的學(xué)習(xí),能夠針對不同時間點(diǎn)的咨詢,書寫相應(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
(自動客戶服務(wù)電子郵件)thatwouldbesenttoeachcustomer,eachaddressingtherelevantissuethatthecustomerhadateachtimeframe,andtheattachedarethecustomerservicee-mailtemplatesforeache-mailtype:Thefirste-mailwouldexplaintothecustomerwhenhecouldexpectdispatchofhisorderandprovideinformationaboutaseconde-mailthatwouldfollowacoupleofdayslater.automaticcustomerservicee-mail
(自動客戶服務(wù)電子郵件)
Automatedcustomerservicee-mailisacustomersupportprocessthatreduceshumaninvolvementinsolvingcustomerinquiries.Itspeedsupcustomerserviceprocesses,andminimizeshumanerror.Template#1:Dear[CustomerName],Thankyouforchoosing[YourCompanyName].Yourorderhasbeenreceivedandprocessingwillstartimmediately.Yourorderwillshipwithin[X]businessdaysandwillbefollowedbyanothere-mailwhichwillincludeyourtrackingnumber
(快遞查詢號),thecourier(專遞公司)usedandalinktoallowyoutrackyourorderonlineatalltimes.Wearehereforanyinquiry,donothesitatetocontactus.Bestregards,[YourRepresentative’sName][YourCompanyName]trackingnumber
(快遞查詢號)courier
(專遞公司)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.1.一旦你的客戶完成購買,他們心中只想著一件事:什么時候能收到貨物?(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天在線上查看一下訂單狀況。(tracktheorderonline)Itisadvisedtotracktheorderonlineevery2-3daysinordertohavethemostuptodateinformationontheshippingprogress.E.HandleShippingDelaysMakearesponsetocustomer’sinquiry
溫馨提示
- 1. 本站所有資源如無特殊說明,都需要本地電腦安裝OFFICE2007和PDF閱讀器。圖紙軟件為CAD,CAXA,PROE,UG,SolidWorks等.壓縮文件請下載最新的WinRAR軟件解壓。
- 2. 本站的文檔不包含任何第三方提供的附件圖紙等,如果需要附件,請聯(lián)系上傳者。文件的所有權(quán)益歸上傳用戶所有。
- 3. 本站RAR壓縮包中若帶圖紙,網(wǎng)頁內(nèi)容里面會有圖紙預(yù)覽,若沒有圖紙預(yù)覽就沒有圖紙。
- 4. 未經(jīng)權(quán)益所有人同意不得將文件中的內(nèi)容挪作商業(yè)或盈利用途。
- 5. 人人文庫網(wǎng)僅提供信息存儲空間,僅對用戶上傳內(nèi)容的表現(xiàn)方式做保護(hù)處理,對用戶上傳分享的文檔內(nèi)容本身不做任何修改或編輯,并不能對任何下載內(nèi)容負(fù)責(zé)。
- 6. 下載文件中如有侵權(quán)或不適當(dāng)內(nèi)容,請與我們聯(lián)系,我們立即糾正。
- 7. 本站不保證下載資源的準(zhǔn)確性、安全性和完整性, 同時也不承擔(dān)用戶因使用這些下載資源對自己和他人造成任何形式的傷害或損失。
最新文檔
- 汽車訂購合同范本
- 深圳市裝飾裝修工程施工合同
- 協(xié)助融資協(xié)議書
- 光纜采購合同樣本范本(2025年)
- 個人房屋租賃合同樣本簡易版
- 2025年大二班主任工作總結(jié)范例(3篇)
- 安裝電工安全作業(yè)規(guī)程(2篇)
- 互助資金操作細(xì)則模版(二篇)
- 2025年 出境團(tuán)體旅游合同
- 辦公室裝修免責(zé)協(xié)議書
- ICD-10疾病編碼完整版
- 高頻焊接操作技術(shù)規(guī)范
- 環(huán)氧樹脂固化
- GB_T4897-2015刨花板(高清版)
- 公路工程竣工驗(yàn)收辦法
- 畢業(yè)設(shè)計(jì)(論文)安徽汽車產(chǎn)業(yè)的現(xiàn)狀分析及發(fā)展戰(zhàn)略研究
- 帆軟BIFineBI技術(shù)白皮書
- 絞車斜巷提升能力計(jì)算及絞車選型核算方法
- 6_背景調(diào)查表
- 畢業(yè)設(shè)計(jì)(論文)礦泉水瓶吹塑模設(shè)計(jì)
- 在離退休老干部迎新春座談會上的講話(通用)
評論
0/150
提交評論