跨境电商客户服务英语 课件 Task 10 发货延误

跨境电商客户服务英语（第一版）张康

徐俊凌/编著导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4

关于价格、折扣、促销、付款方式、运费和关税咨询目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询HowtoHandleShippingDelays发货延误内容提要1.

TheGuidelineforHandlingShippingDelays

处理发货延误的基本准则2.

Email-WritingTips:Step-by-stepGuide电子邮件写作技巧：分步指南3.ShippingDelaysE-mailTemplates延误发货电邮模板【内容提要】关于发货延误的电邮/站内信，是跨境电商客服工作重心之一。本任务介绍了应对延误发货的五大基本准则，以及五种情况下的电邮/站内信模板，以协助客服人员处理跨境电商客服工作中最常见又最棘手的发货延误问题。知识目标：理解处理发货延误的五大准则，掌握相关常用术语和基本句型。能力目标：通过模板学习，能够遵循坦诚道歉、不推诿解释问题、说明处理措施、表达关切四大步骤书写发货通知。Aredelaysbyyourshippingpartnergettingonyournerves?Areyourcustomersgettingmadatyoufordelayedshipments?Doyoufeelhelplessaboutasituationthat’swayoutofyourcontrol?Beforeyougothroughyoursolutions,youneedtounderstandonebasicidea.Ashippingdelay

(运输延误)isalwaysacostforyou.Youwillhavetospendtimeandmoneytocoverupthedamages.So,whiletryingtohandlethedelayedshipments,alsoworkonmethodstoavoidsuchcircumstancesinthefuture.shippingdelay(运输延误)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

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

(商业价值).supplier

(供货商)businessvalue

(商业价值)Insimpleterms,itsimplycoversboththemonetaryandnon-monetaryvaluesofafirm.Customerswillnotgetindividualattentionandattendancefromahugeheartlesscorporation.So,bywalkingthisextramileincustomerservice,youcancreateacompetitiveadvantageforyourbrandandbusiness.Well,ifyoucontinuetodoso,outstandingcustomer-care

(客户关怀)canbeoneofyouruniquesellingpropositions

(独特的销售主张).Whenitcomestothedelayedshipmentsandunhappycustomers,yourspeedycustomerservicecancover-upthedamagesandre-buildyourreputation.customer-care

(客户关怀)uniquesellingpropositions

(独特的销售主张)Auniquesellingpropositioniswhatyourbusinessstandsfor.It’swhatsetsyourbusinessapartfromothersandtellscustomerswhytheyshouldchooseyou.3.Whatshouldyoudotosolvesuchunpleasantsituations?A.sendthememailsB.discussthespecificsC.cometoagreementsandclosethedealsD.alltheaboveKey:D4.Pleasefindasynonym(近义词)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

(免费送货)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

(优惠码).Ofcourse,theseofferscancostyousomemoney.However,aswehavebeendiscussing,thecostofthese“bribes”ismuchcheaperthanthecostofabadreview.Asinglebadreviewcanturnawayhundredsofpotentialbuyers.So,byspendingsomeextradollarsandfightingtilltheendisworththangettinga1-starratingandabadreviewforyoureCommercestore

(电子商务网店).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

(优惠码)eCommercestore

(电子商务网店)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

(装运通知)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(装运通知)?Shippingnotificationsareoftensentintextmessagesoremailform,informingcustomersoftheprogressoftheirdelivery.Itgivesthemreal-timeupdatesoftheirorderlocationsotheycanbeassuredofwhentoexpecttheirpackage.Template#2:DelayedshippingnotificationwithaclearresolutionDear[CustomerName],Wesincerelyapologizetoyouforthedelayindeliveryofthe[ProductName]youorderedwithus.Duetoirregularitiesinthemanufacturingdepartment

(制造生产部门),thisinconveniencehasbeencausedtoyou.Wearealsofloodedwithalargenumberofunexpectedordersthismonthandallthishasledtothisdelay.Wearetryingourbesttominimizethedelayasmuchaspossibletoreduceyourtrouble.Wehaveequippedourdepartmentswithmorestaffsandwithinthenext3daysyourshipmentshallbedispatchedfordelivery.manufacturingdepartment

(制造生产部门)

Youarealoyalandsupportiveclientofourcompanysinceyears,andwearegratefultoyouforyourcommitmenttowardsus.Asasmalltokenofhonorandasamarkofapologyweoffer[**%]discounttoyouonyournextpurchaseorder

(购物单)withus.Wheneveryouplaceyournextorderwithourcompany,youcanavailthisdiscountonthefinalbillvalue

(最终票据价值).Toensurethatthiscrisisdoesnottakeplaceinthefutureagain,wehavetakenallprecautionarysteps.Onceagain,weapologizetoyouforallthetroublescausedbecauseofus.Wewouldappreciateyoursupportonthismatter.[RepresentativeName][E-mail/DirectPhone]purchaseorder

(购物单)

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

(最终票据价值)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

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

(运费)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

(运费)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