跨境电商客户服务英语 课件 Task 11 关于发货、到货时间的咨询

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RespondtoWhentheOrderwillbeDispatched关于发货、到货时间的咨询

内容提要1.

TheThreeTimeSlotsWhentheQuestionisAsked相关咨询的三个时间点2.

TheThreeRelevantE-mailsTemplates三个相应的电邮模板【内容提要】因为国际运输的时长与诸多环节，实际工作中大量售中咨询与发货、到货时间相关。本任务按照先后时间点，将咨询分为三大类，并针对每一类提供相应模板，从而实现高效、高质地书写相关电邮和站内信。知识目标：理解三个时间点客户对物流状态的期待，掌握相应的术语和常用句型。能力目标：通过理论和模板的学习，能够针对不同时间点的咨询，书写相应的客服回复邮件。TheThreeTimeSlotsWhentheQuestionisAskedOnceyourcustomerscompletetheirpurchase,theyreallyonlyhaveonethingontheirmind:Whenwilltheirordershowup?Thisquestioncanarisedespiteyourbesteffortstoclearlydisplayestimatedshippingwindows

(预计发货窗口),whichiswhyyoureceivetheirinquirywhentheparcelwillbeshippedout.Afteranalyzingtheshippingrelatedquestionsin-depthwecametotheconclusionthattheywereappearingmostlyatthesetimes:estimatedshippingwindows

(预计发货窗口)

Estimatedshippingwindowsistheperiodthatthecourierwillmakeadelivery.Themoreprecisethisdeliverytimeframeisforthecustomer,thebettertheirexperience.JustaftercompletingthepurchaseInthistimeframethecustomercompletesthepurchaseandneedstoknowwhenhisorderwillbedispatched.2-4daysafterthepurchaseThisisthetimeframeinwhichacustomerusuallyexpectstoreceiveatrackingnumberbuthasn’treceivedityet(orhasn’tseenshippingnotification

(装运通知)fromtheplatform).13-17daysafterthepurchaseInthistimeframeourcustomerswereexpectingtoreceivetheirproducts—iftheypurchasedwithstandardshipping(itwasaround7-10businessdaysforexpressorders).shippingnotification(装运通知)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

(自动客户服务电子邮件)thatwouldbesenttoeachcustomer,eachaddressingtherelevantissuethatthecustomerhadateachtimeframe,andtheattachedarethecustomerservicee-mailtemplatesforeache-mailtype:Thefirste-mailwouldexplaintothecustomerwhenhecouldexpectdispatchofhisorderandprovideinformationaboutaseconde-mailthatwouldfollowacoupleofdayslater.automaticcustomerservicee-mail

(自动客户服务电子邮件)

Automatedcustomerservicee-mailisacustomersupportprocessthatreduceshumaninvolvementinsolvingcustomerinquiries.Itspeedsupcustomerserviceprocesses,andminimizeshumanerror.Template#1:Dear[CustomerName],Thankyouforchoosing[YourCompanyName].Yourorderhasbeenreceivedandprocessingwillstartimmediately.Yourorderwillshipwithin[X]businessdaysandwillbefollowedbyanothere-mailwhichwillincludeyourtrackingnumber

(快递查询号),thecourier(专递公司)usedandalinktoallowyoutrackyourorderonlineatalltimes.Wearehereforanyinquiry,donothesitatetocontactus.Bestregards,[YourRepresentative’sName][YourCompanyName]trackingnumber

(快递查询号)courier

(专递公司)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.1.一旦你的客户完成购买，他们心中只想着一件事：什么时候能收到货物？（completetheirpurchase）Onceyourcustomerscompletetheirpurchase,theyreallyonlyhaveonethingontheirmind:

when

willtheirordershowup?2.您的订单已经收到，我们马上着手处理。（process）Yourorderhasbeenreceivedand

processingwillstartimmediately.3.为了获取最新的物流进展的信息，建议您每2-3天在线上查看一下订单状况。(tracktheorderonline)Itisadvisedtotracktheorderonlineevery2-3daysinordertohavethemostuptodateinformationontheshippingprogress.E.HandleShippingDelaysMakearesponsetocustomer’sinquiry