跨境電商客戶服務(wù)英語 課件 Task 14 訂單取消確認函

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、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、運費和關(guān)稅咨詢目錄Contents第二章售中服務(wù)任務(wù)8訂單確認函任務(wù)14訂單取消確認函任務(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HowtoReplyOrderCancellationConfirmation訂單取消確認函內(nèi)容提要1.

TheGuidelinesfortheHandling應(yīng)對基本準則2.CancellationConfirmationE-mailTemplates訂單取消確認函模板【內(nèi)容提要】作為電商賣家，最大的失望莫過于客戶取消訂單。但是，如何高效且體面地應(yīng)對該工作任務(wù)，是客服人員的職責(zé)，也是本任務(wù)介紹的重點。知識目標：理解該工作任務(wù)的基本原則，掌握有關(guān)詞匯與句型。能力目標：通過經(jīng)典案例分析和模板的學(xué)習(xí)，能夠在保持風(fēng)度的

同時做最后一次營銷。Weallknowtheclichébreakupline(關(guān)系破裂時陳詞濫調(diào)的說辭)-"It'snotyou,

it'sme."

Inromanticrelationships,

thisphrasemaybeacop-out,

butwhenitcomestoyourcustomers,

itmightactuallybetrue.

Therearemanyreasonsacustomermightcancelhispaidorder(已付訂單),

butwhatevertheyare,

cancellations

arenofun.

That'sdefinitelytrue,

notjustforthemerchants

butalsoforthecustomers.

Afterall,

they'llhavetogothroughtheentireprocessofcancelingtheorder,

andthenyou'llhavetorefund

them.clichébreakupline

(關(guān)系破裂時陳詞濫調(diào)的說辭)paidorder

(已付訂單)Cancellationconfirmation

(取消確認)e-mailenablesyoutoacknowledge

customers'cancellationofanyplacedorder.However,itdoesn'thavetobeacompletelynegativeexperience.Infact,therearewaysyoucanturnthisintoamoney-makingopportunityforyouronlinestore.Let'slookatsomeofthebestwaystodothat.cancellationconfirmation

(取消確認)A．UnderstandMainIdeas1.Whatarethemainguidelinesforhandlingordercancellations?Answer:Maintainyourquality.Recommendotherproducts. TheGuidelinesfortheHandlingMaintainyourcourtesyWhenyoucraftthecancellationconfirmation,rememberthatthisdoesn'tmeanyourcustomeriscompletelydonewithyourcompany.Itcouldbethattheyorderedthewrongstyle,colororsize,orarenolongerinterestedinthatparticularproduct.Youcanmaintainyourpositivityandbrandbycontinuingtoprovidequalitycustomerservicethroughoutallyourcommunications.Remember,taketheopportunitytobuildupyourbrandinallsituations.You'reinvestinginlong-termcustomers(長期客戶)bythisway.Checkouttheexamplebelowandsensehowitkeepsitsdecency.long-termcustomers

(長期客戶)B.UnderstandDetails:1.InwhatwaycanyouturnOrderCancellationintoamoney-makingopportunityforyouronlinestore?A.maintainyourpositivityB.continuetoprovidequalityC.taketheopportunitytobuildupyourbrandD.alltheaboveKey:D2.WhichofthefollowingisNOTthemainreasonforcustomers’ordercancellations?A.nolongersatisfiedwithyourserviceB.orderedthewrongcolororsizeC.orderedthewrongstyleD.nolongerinterestedinthatparticularproductKey:A3.‘Remember,taketheopportunitytobuildupyourbrandinallsituations.’Whichofthefollowingcanbestreplacetheexpressionbuildupinthesentence?A.maintainB.establishC.promoteD.spreadKey:BRecommendotherproductsCustomersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.Youcandothiswithautomatedproductrecommendations

(產(chǎn)品推薦),similartowhatyouofferintheplatform.Youcansetupautomaticproductrecommendationseitherbasedonyourtopsellersoryournewestofferings

(最新發(fā)行(的產(chǎn)品)).Thismeansyoucanexcitethemaboutwhatelseyouhave.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.productrecommendations

(產(chǎn)品推薦)newestofferings

(最新發(fā)行(的產(chǎn)品))Theusualoptionsare:freeshippingonthenextorderfreeshippingafteracertainamount(forexample,onallordersabove$50)adiscount(10%-25%)afreegiftwithanyorder(oranyorderafteracertainamount)Therearemorewaysyoucanmotivateyourcustomerstobuymoreinyourcancellationconfrmatione-mails.2.Canyoulisttheusualincentiveoptions?Answer:? freeshippingonthenextorder? freeshippingafteracertainamount(forexample,onallordersabove$50)? adiscount(10%-25%)? afreegiftwithanyorder(oranyorderafteracertainamount)4.WhatcouldbeshownoffwithautomatedProductRecommendations?A.similarproductsB.out-of-seasonitemsC.topsellersornewestofferingsD.specialoffersKey:C5.Whichincentiveoptioncanmakeyourcustomerscomebacktomore?A.afreegiftwithanyorderB.adiscountC.freeshippingonthenextorderorafteracertainamountD.alltheaboveKey:DCancellationConfirmationE-mailTemplatesTemplate#1:Cancellationconfirmationwithoutfee(fullrefund)Dear[CustomerName]Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUND

(全額退款)assoonaswecan.Pleasetakenotethatitmaytake**daystorevertyouraccount.fullrefund(全額退款)OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[X]$Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ'sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely,[YourName][YourCompanyName]Template#2:CancellationconfirmationwithfeeDear[CustomerName]Ithascometomyattentionthatyouhavechosennottopurchasethe[ProductName]thatyouhadboughton[PurchaseDate].Idounderstandthatthismightnotbethebesttimeforyoutobuya[ProductName].However,asperourcancellationpolicy,youwillbecharged[$*]forcancelingyourorder.Becauseallordersareautomaticallyprocessedonoursecuremerchantprocessorandsentforshipmentassoonastheyareplaced.Duringthisprocessweincurirreversiblefees(不能退的費用).Formoredetails,pleasecheckoutourCancellationPolicyat[LinktoCancellationPolicyPage]:OrderDetails:OrderNumber:***** Date:*****

[ProductName]+[ProductPicture]

[X]$RefundableAmount

[Y]$Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.Kindregards,[YourName][YourCompanyName]Template#3:CancellationconfirmationaftershippingDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date].Toourregret,thisonewasn'tthebestfitforyou.However,theparcelhasbeenshippedouttothedestination,andpleasecheckthetrackingnumberfortheshipment:[TrackingNumber]Asperourlatecancellationpolicy,ifyoucancelyourorderAFTERithasbeenshipped,thecancellationwillhavetobetreatedasaReturnwithallapplicablefees

(產(chǎn)生的費用).PleasefollowourReturnPolicies&Procedures:(LinktoReturnPolicies).Thankyouforyourunderstandingandwelookforwardtoservingyouinthefuture.VerySincerely,[YourName][YourCompanyName]irreversiblefees(不能退的費用)applicablefees

(產(chǎn)生的費用)Template#4:CancellationconfirmationwithproductrecommendationandincentivesDear[CustomerName]Thise-mailservesasanotificationthatyouhavecancelledyourorderon[Date]at[Time].Weseethisonewasn'tthebestfitforyou.Wegetthat.Butwealsoknowthatwe'vegotlotsofothergreatoptionswe'reprettysureyou'lllove.Howsure?Well,let'sjustsaywe'rewillingtoputourmoneywhereourmouthis.Onyournextorder,notonlywillyougetabsolutelyfreeshipping,butyoucangoaheadandtakeanextra**%offwiththediscountcode*****.Anyorder,whateveryouwant,justbesuretouseitbefore[Date].CAT(BuyNow/UseDiscountNow)

Lookingforwardtohearingfromyou!VerySincerely,[YourName][YourCompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.productrecommendations,craft,incentive,long-termcustomers,notification1.Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.2.Remember,taketheopportunitytobuildupyourbrandinallsituations.You’reinvestinginlong-termcustomersthisway.3.Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.YoucandothiswithautomatedProductRecommendations,similartowhatyouofferintheplatform.4.Ofcourse,everyonelovesanincentive,soyoucanalsoincludeareasonforthemtocomebacktomore.5.Thisemailservesasanotificationthatyouhavecancelledyourorderon[Date].D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.訂單取消函即向客戶確認他們所取消的訂單。(acknowledge)CancellationConfirmationemailenablesyoutoacknowledgecustomers’cancellationofanyplacedorder.2.在書寫訂單取消函的時候，切記這不意味著該顧客已經(jīng)與你的公司徹底斷絕關(guān)系。(becompletelydonewith)Whenyoucraftthecancellationconfirmation,rememberthatthisdoesn’tmeanyourcustomeriscompletelydonewithyourcompany.3.顧客可能不想要或不喜歡某一件特定的產(chǎn)品，但是你可以借機向其展示一些最好的東西。(showoff)Customersmaynothavewantedorlikedthisparticularproduct,butyoushouldtakethisopportunitytoshowoffsomeofyourbeststuff.4.我們感激您的繼續(xù)惠顧，誠如我們尊重您終止協(xié)議的決定一樣。（Asmuchas）Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.5.本郵件旨在通知您已經(jīng)在六月三日取消訂單。(servesasanotification)ThisemailservesasanotificationthatyouhavecancelledyourorderonJune3rd.E.CraftCancellationConfirmation1.Writeacancellationconfirmatione-mailwithfullrefundbasedonthefollowinginformation.Customer:MonicaWadeDate:11/21/2019OrderNumber:CX5-0000758-82314-12ProductName:RoseWaterBalancingFacialTonerRefundableAmount:$16.95TimetoRevertAccount:5DaysCompany:B.WITCHINGBATHCO.Representative:KatelynHustonTitle:CustomerSupportO_x001D_cerE-mail:customerservice@Telephone:(833)330-2284SampleHeyMonicaWade,Wearesadtohearthatyouwouldliketocancelyourorder.Asmuchaswewouldlikeyourcontinuedpatronage,werespectyourdecisiontoceaseyouragreement.Asfortherequestofcancellation,wewouldbeprocessingtheFULLREFUNDassoonaswecan.Pleasetakenotethatitmaytake5daystorevertyouraccount.OrderDetails:OrderNumber:CX5-0000758-82314-12Date:11/21/2019RoseWaterBalancingFacialToner$16.95RefundableAmount$16.95Shouldyouhaveanyquestionsregardingourservices,feelfreetocheckourFAQ’sonthewebsite.Wehopetoprovideyouwithbetterproductsagaininthefuture.VerySincerely