跨境电商客户服务英语 课件 Task 3 How to Handle Online Inquiries for Product

跨境电商客户服务英语（第一版）张康

徐俊凌/编著内容提要TheMajorPrinciplesforHandlingOnlineInquiriesforProducts

产品信息咨询的主要原则2.TemplesforHandlingOnlineInquiriesforProducts产品咨询主要模版Task3:HowtoHandleOnlineInquiriesforProduct任务三:产品信息咨询【内容提要】售前环节的咨询的焦点往往集中于产品本身，因此产品信息咨询是该工作流程中最重要的典型工作任务。本节具体描述该工作任务需要遵循的客服原则，并介绍七大类常见咨询模版。知识目标：理解产品信息客服咨询工作所遵守的基本原则，掌握有关常用英语词汇、电商术语和基本句型。能力目标：通过该节的学习，能够掌握如何回复针对产品信息咨询，书写符合客服职业标准的电邮。

TheMajorPrinciplesforHandlingOnlineInquiriesforProductsCustomersupportisavitalpartofacompany’sorganizationalstructure.Withoutthissupport,customers’inquirieswillgounattended

（无人问津）

andangrycustomerswillpileup（累计）.Potentialleadsmightslipawayjustbecauseacustomerrepresentativedidn’tattendtohisneeds.Anangrycustomermightrantonsocialmediaanddamagethereputationofyourcompanyjustbecauseoneofyouragentswasn’tabletorespondtothecustomer’sinquiry.Thepresenceofaneffectivecustomersupportisrequiredsimplybecausetheyhavetoattendtotheneedsofanycustomerinquiries.Customerswillalwayshavealotofquestionsaboutyourproductsandservicesnomatterhowmanytimesyou’veexplainedittothem.Anefficientandeffectivecustomersupportisnecessarytoattendtotheirneeds.Differentsituationscallfordifferentresponses.Whileautomatedresponse

（自动回复）canhelpincreaseproductivity

（工作效率）ofemployeesandhelplessenthetimetheyspendonwritingscriptsandpitches,havingapersonalized

（个人定制）responsewillgoalongway.Acustomerwillfeelmoreappreciatedandspecialwhenacompanyresponsetohimwithacustomized,heartfeltreplyasopposedtosomeheartless（马虎）,callous（麻木）responsefromacomputer-generated（计算机生成）message.Customerinquiriesarejustinquiriesatthebeginning.Whenyouplayyourcardsright,thesecustomersmaybecomeoneofyourbiggestclients.Learnfromtheseusefultipswhenhandlinge-mailenquiriesfromclients:workflow

（工作流）1.1BePrompt!Promptresponseisimportantandspeaksvolume（表明观点、意见）thatyoucareabouttheneedofthecustomerandthatyouvaluethemandtheirtime.speaksvolume（表明观点、意见）

Ifsomethingspeaksvolumes,

itmakesan

opinion,characteristic,orsituationverywithouttheuseofwords:

Shesaidverylittlebutherfacespokevolumes.1.2BeCertainByRestating…Forclarity,youmayneedtorestate

（再次陈述）theinquirybeingmadeinyouremailsoastoensureyouareinline.“Wereceivedanemailregardingyourinquiryaboutthesalesofournewlineoft-shirtsandbaseballcap”.

Thisway,youhavestatedthepurposeofthemail,andyouhavealsomentionedthoseitemsorproductsthecustomerisinquiringaboutwithoutnecessarilyassuming.Ifthecustomerisnotmakinginquiriesaboutthoseproducts,youwouldhaveavoidedabigmisunderstandingthisway.1.3PleaseReferInthecasewherebythecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.Thiscommunicatesthatyouhavethecustomer’sinterestatheartandcouldbeagreatfoundationforotherprofitablebusinesstransactionthatwillbebasedontrust.Itis,however,importantNOT

torefertoacompanyororganizationyouhavenorelationshipwith.Ifyoucannotguaranteetheintegrity,customercareservicesorexcellenceinservicesofanorganization,donotrefertheclienttosuch.Itisalwayspreferablenottomentionaspecificcompanyinthiscasewhenyoudonotknowanythatcandeliveraccordingly.1.3PleaseReferInthecasewherebythecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.=Inthecasebywhichthecompanyororganizationdoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.在公司不具有所询问的服务或者产品的情况下，如有必要，不要犹豫向用户推荐其他产品。“Therearesomeotherstoresine-Baythatmakethosegoodsavailable”“Webelieveyouwillfindthefollowingitemsinastoreatthefollowinglink:[ProductLink]”Insomecases,youmayneedtorequestpermission

toreferifyouhavegoodbusinessrelationshipwithotherorganizationthatcouldofferthoseproductsorservices,especiallywhenyoucanvouchfor（确保）theirintegrity.

Youneedtobeawarethattheintegrityofyourcompanyisontheline（承受风险）whenyoureferinmostcases.“Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor…”vouchfor(someone/something):youknow

fromexperience

thatsomethingistrue

orgood,orthatsomeoneishonest

andhasagoodcharacter:e.g.Patriciahascheckedthereportsandanvouchfortheaccuracyoftheinformation.

ontheline:tobeatriske.g.Almost3,000jobshavebeenlostrecently,andfurther2,000areontheline.1.4AddressThePointsAddressclearlyeachpointintheinquiryoneaftertheother.Youmayneedtohighlightthesepointsafterreadingandrereadingtheemail.Itisimportanttoreadmorethanoncethistypeofemailespeciallyiftheinquiriesareaboutmultipleservices（多项服务）ormorethanoneproduct.multipleservices（多项服务）1.5LetThePicturesAndDocumentsSpeakYoumayneedtoattachpictures(ofproductswherenecessary)andotherrelevantdocumentsincaseswherebyit’scrucialtodoso.1.6StayFocusedYourresponseaboutaninquiryshouldnotcarryanoteofpersuasion.Itismeanttogiveinformation.Itisnotanopportunitytomarket.However,itisimportanttogivenecessaryinformationaboutthegoodsorservicesofinquiredabout.Youmayhighlightthefeaturesoftheproductsandnotgobeyondthattopersuadethecustomer.Itisunprofessional.Yoursolepurposeofrespondingtotheemailistomeettheneedofgettingrelevantinformation.Hopefully,theinformationyougivemayresultinabusinesstransaction.However,whethertheinquiryleadstoabusinesstransactionornot,makesureyouleaveanimpressioninthemindofyourclient.Theinquirymadewasborneoutof

（由于…而产生）animpression.Itisgreattobuilduponthatfirstgoodimpression.1.7BeConsciousofCourtesyCourtesy

（礼貌）isrequiredinabusinessemail.Withoutsoundingcondescending

（居高临下）,givethenecessaryinformationandexplanationrequired.Whilesomemattersinvolvingyourlineofwork

（工作内容）areeasyandfamiliartoyou,thesemayseemtechnicalorunfamiliartothepotentialclientmakinginquiries.1.8KeepItSimpleandPlainIfpossible,avoidtheuseoftechnicalterms

（专业术语）asmuchasyoucan.Thepurposeofcommunicationisdefeatedifthepartybeingcommunicatedtofindsitdifficulttounderstand.Useplainandsimplelanguage.Thepurposeoftheemailistocommunicateandbringaboutunderstanding.Thisiseasilyachievedthroughtheuseofsimplelanguage.BeConciseAndProfessionalThereisnoneedtomaketheemailalongread.Makeashortandnicetoread,makingsureitisstillprofessional.A.UnderstandMainIdeas:1.

Whatprinciplesshouldbefollowed,whencustomerrepresentativehandleonlineinquiriesforproduct?Themajorprinciplesincludebutnotlimitedtobeprompt,becertainbyrestating,pleaserefer,addressthepoints,letthepicturesanddocumentsspeak,stayfocused,beconsciousofcourtesy,keepitsimpleandplain,conciseandprofessional.2.What’suseofclarity,thatis,restatingtheinquirybeingmadeinyouremail?A.you’vestatedthepurposeofemailB.you’vementionedthoseitemsorproductsthecustomerisinquiringaboutC.youcanavoidmisunderstandingssometimesD.alltheaboveKey：DB.UnderstandDetails:1.

“Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor…”Whatareyoudoingbysendingthesewords?You’regivingpromptresponse.You’rerequestingpermissiontorefer.You’rerestatingtheinquiry.Noneoftheabove.Key:B2.

Yourresponseaboutaninquiryshouldnotcarryanoteof_____.PromiseDocumentsInformationPersuasionKey:D3.

“Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.”Findoutthesamemeaningfromthefollowingchoices.simplewordsplaintermsjargonseasytermsKey:CTemplesforHandlingOnlineInquiriesforProducts产品咨询主要模版Template#1:inquiryforspecificinformation模版一:具体信息咨询Dear[CustomerName客户姓名],Thankyouforyourinterestinour[product品名].Weareexcitedtohearfromyou.Inresponsetoyourenquiry,pleasefindattachedtothisemailthelinktothedetailedproductdescription.Wehopetheinformationprovidedinitanswersyourquery.However,pleasedonothesitatetocontactusforfurtherclarificationasneeded.Welookforwardtoyourpatronage

（光顾）.Bestwishes,[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#2:inquiryfortheoverallinformation模版二：整体信息咨询Dear[RecipientsName收信人姓名],Firstofall,wewouldliketoexpressourthanksforyourinterestinourproduct.Regardingyourinquiry,wearehappytoprovideyouourproductbrochure.Pleasenotethatthebrochureincludedalltheinformationyouaskedfor.Bothitemsareattachedattheendofthisemail.Inadditiontotheitemsabove,wehavealsoenclosedacatalog(presentingdifferenttypesof[ProductName品名]

available)andourLogisticsguidelineofthisproduct.Webelievethatthiswillbeofhelptoyou.Wehopeourresponsehassatisfiedyourrequest.Shouldtherebeanyquestion,pleaseBestregards,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#3:inquiryforproductimageaccuracy

模版三：关于图片与产品是否一致Dear[CustomerName客户姓名],Thankyouforyourquestionaboutour[product品名].

Theoneyouhavespecificallymade

inquiries

aboutisthe

“iftheproductisexactlywhatitlooksinthephoto”,weareproudtosayYES.

Foryears,[companyname公司名称]buildsthereputationbasedonhonestyandintegrity.Thephotographyonlyillustratestheexactlookoftheproduct.Weneveremployimageeditingtooverstateitsbenefitsordisguiseflaws.Youcancheckthecustomerreviewintermsofthephotographyaccuracy.Weonlyshowwhatwecanreallyoffer.Shouldtherebeanyquestion,pleasefeelfreetocontactus.Yourssincerely,[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#4:inquiryforaccessoriesinproductphotoincludedintheoffer模版四：关于图片中的配件——共同售卖Dear[RecipientsName客户姓名],Wehavereceivedyourinquiryabouttheaccessoriesintheproductphotos.Thankyouverymuchforyourinterest!Weareverygladtotellyouthatitisfreeofcharge.Indeed,[AccessoryName配件名称]istheperfectsidekick

（搭配）for[ProductName品名],andthat’swhyweofferitasagift.Hopeyouwilllikeit.Welookforwardtoyourpatronage.Sincerely,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#5:inquiryforaccessoriesinproductphotoexcludedintheoffer模版五：关于图片中的配件——不随产品售卖Dear[RecipientsName收信人姓名],Wehavereceivedyourinquiryabouttheaccessoriesintheproductphotos.Thankyouverymuchforyourinterest!Inourunderstanding,[AccessoryName配件名称]istheperfectcompanionwith[ProductName品名],andthat’swhyweshowcasethemtogetherinthephoto.However,asstatedonthewebpage,itisnotincludedintheoffer;thus,youhavetomakepurchaseseparately,andhereisthelinkto[AccessoryName配件名称].[LinktoAccessory配件链接]Hopethismessageishelpfulandlookforwardtohearingfromyouagain.Bestregards,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Template#6:inquiryforproductswehave模版六：关于存货咨询——有存货Dear[RecipientsName收信人姓名],Thankyousomuchforyourqueryregarding[ProductName品名].Iamhappytotellyouthatwedohaveitinourstore.Youwillfindtheiteminourstoreatthefollowinglink:[ProductLink产品链接]Thanksforyouinquiryagain,andlookforwardtoyourpatronage.Sincerely,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]Thanksforyouinquiryagain,andlookforwardtoyourpatronage.再次感谢您的垂询，期待您的关顾。

Template#7:inquiryforproductswedon’thave模版七：关于存货咨询——缺货Dear[RecipientsName收信人姓名],Thankyousomuchforyourqueryregarding[ProductName]品名.Inresponsetoyourquestion,Iamregrettotellyouthatwedon’thaveit.Ifyoudonotmind,wemayreferyoutosomestoresthatoffertheproductsyourequestedfor.Therearesomeotherstoresin[eBay/Amazon/AliExpressetc.电商平台名称]thatmakethosegoodsavailable.Checkoutthefollowinglinks,andhopetheywillhelp:[ProductLink产品链接]Kindregards,

[YourRepresentativeName客服代表姓名]

[YourCompanyName公司名称]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.pileup,heartless,callous,computer-generate,gobeyond,lineofwork,bringaboutWithoutthissupport,customers’inquirieswillgounattendedandangrycustomerswillpileup.2.Acustomerwillfeelmoreappreciatedandspecialwhenacompanyresponsetohimwithacustomized,heartfeltreplyasopposedtosomeheartless,callousresponsefromacomputer-generatedmessage.3.Thepurposeoftheemailistocommunicateandbringaboutunderstanding.Thisiseasilyachievedthroughtheuseofsimplelanguage.4.Youmayhighlightthefeaturesoftheproductsandnotgobeyondthattopersuadethecustomer.

5.Whilesomemattersinvolvingyourlineofworkareeasyandfamiliartoyou,thesemayseemtechnicalorunfamiliartothepotentialclientmakinginquiries.D.BuildYourSentencePutthefollowingsentencesintoEnglish.

1.及时回应至关重要，这传递出一种声音，即，你们在意客户的需求，并珍惜他们的时间。Promptresponseisimportantandspeaksvolumethatyoucareabouttheneedofthecustomerandthatyouvaluethemandtheirtime.

2.如果可行的话，尽量避免使用专业术语。Ifpossible,avoidtheuseoftechnicaltermsasmuchasyoucan.3.在公司不具有所询问的服务或者产品的情况下，如有必要，不要犹豫向用户推荐其他产品。Inthecasewherebythecompanydoesnothavetheservicesorthoseproductsbeingenquired,donothesitatetoreferthecustomerifneedbe.

4.

再次感谢您的垂询，期待您的关顾。Thanksforyourinquiryagain,andlookforwardtoyourpatronage.

5.无论你向客户解释多少次你们产品和服务，他们总是还有一堆问题。Customerswillalwayshavealotofquestionsaboutyourproductsandservicesnomatterhowmanytimesyou’veexplainedittothem.BuildYourReplytoInquiryMakearesponsetotheinquiryforspecificinformationbasedtheinformationgivenbelow.

Customer:SusanRobare;Inquiry:forthematerialanddimensionProduct:

KingCardSet;Company:SonofaSailorJewelryandSupplyCo.;Representativename:JessicaBuffet;Sample:DearSusan,ThankyouforyourinterestinourKingCardSet.Weareexcitedtohearfromyou.Inresponsetoyourenquiry,pleasefindattachedtothisemailthelinktothedetailedproductdescription.Wehopetheinformationprovidedinitanswersyourquery.However,pleasedonothesitatetocontactusforfurtherclarificationasneeded.Welookforwardtoyourpatronage.

BestwishesJessicaBuffetCustomerRelationRepresentative

SonofaSailorJewelryandSupplyCo.2.Makearesponsetotheinquiryforproductimageaccuracybasedth