跨境电商客户服务英语 课件 Task 13 发货过程中常见问题的处理：错发、丢件、货物破损

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HowtoFixtheMostCommonShippingErrors,ItemsMisdelivered,Missing,andDamaged发货过程中常见问题的处理：错发、丢件、货物破损内容提要1.

TheGuidelinesfortheHandling

应对基本准则2.

E-mailTemplatesonEachScenario

各种情形下的电邮和站内信模板【内容提要】错发、丢件、货物破损是所有跨境电商客服人员希望避免，却又在所难免的工作任务。本任务介绍发货过程中这三大常见问题、处理建议和相应情况的电邮模板。知识目标：理解物流过程中常见问题的处理原则，掌握处理具体方法和有关词汇与句型。能力目标：能够运用模板书写错发、丢件、破损件等情况的补救邮件。Ifyou’reinaproduct-basedbusiness,verylittleismoreannoyingthanshippingproblems.Regardlessofwhoholdstheblame,it’syourfaultbecauseit’syourbusiness.Thelastthingyouwantisanunhappycustomer.Andonceyoumakethesale,youdon’twanttocontinuecommittingtimetosolvingshippingissues.Inotherwords,everybodyloseswhensomethinggoeswrongintransit(在运输中).Fortunately,thisdoesn’thappenoften.But,especiallyduringpeakseasons,mistakescananddooccur—whetherthewrongitemwasreceived,itarriveddamaged,orthecustomerjustisn’thappydespiteeverythingrunningsmoothly.

intransit(在运输中) IntransitmeansthatyourpackageisonitswaytoitsfinaldestinationB.UnderstandDetails:1.Regardlessofwhoholdstheblame,whosefaultisitwhenshippingproblemsoccur?A.thesellerB.thebuyerC.thecourtierD.bothsellerandbuyerKey:A2.Whendoshippingproblemsoftenhappen?A.firsthalfofayearB.duringlightseasonsC.secondhalfofayearD.duringpeakseasonsKey:DAsabuyeryourself,you’velikelyexperiencedanoccasionretailmishapandhadtocontactcustomerservicetogetitstraightenedout.Howwereyoutreated,howwasthematterresolved?Hopefully,youwereabletoarriveatasolutioninaquickandcourteousmanner.Andthat’swhatyouwanttodoforyourowncustomers.Here’showtohandlethosepeskyissues.TheGuidelinesfortheHandlingAlwayssayyes!

Acquiringacustomerisexpensive.Estimatesvarydependingonindustrybutyou’reprobablyspending,atleast$10foreachnewcustomer,accordingtothestudyofBarnes&N.Shouldyoudowhateveryoucantoavoidlosingthatinvestment?Yes!Spendthemoneyrequiredtomakethecustomerhappy.You’llmakemoreinthelongrun.However,iftheitemishigh-dollar,andthecustomersignedforit,that’sadifferentmatteraltogether.3.Whichisthemostcommonshippingerror?A.Theorderisincorrect.B.Theitemneverarrived.C.Theitemisdamaged.D.AlltheaboveKey:D4.AccordingtothestudyofBarnes&N,howmuchatleastdoyouprobablyspendateachnewcustomer?A.5$B.7$C.10$D.12$Key:CCommonshippingerrorsHereareafewofthemostcommonshippingerrors,howtopreventthem,andwhattodoaboutthem.

TheorderisincorrectOnlinepurchasescaneasilyresultinthewrongorderbeingshippedtotheconsumer.Perhapsthewarehousepickershaveabadmorning,orhavenothadtheircoffee.Inanycase,acustomerwhoreceivesthewrongparcelisn’tgoingtobehappy.Putchecksinplacetomakesureallpackagesgoingoutcontaintherightstuff.Butifitdoeshappen,apologize,andthenaskyourcustomershowtheywouldliketheproblemfixed.Iftheshipmentwastime-sensitive,immediatelyrefundtheirmoney.Iftheystillwanttheitems,payforovernightshipping

(隔日送达).overnightshipping

(隔日送达)5.Whatshouldyoudoiftheorderisincorrect?A.ApologizeB.Askyourcustomerhowthey’dliketheproblemfixedC.RefundorpayforovernightshippingifnecessaryD.AlltheaboveKey:DTheitemneverarrivedIfalargepartofyourbusinessinvolvesshipping,yoursuccessdependsonproductsgettingwherethey’resupposedtobeontime.Payfordeliverythatinvolvestracking.Whenthecustomercallsandsaysthathe/shedidn’treceivethepackage,“Idon’tknowwhathappened,”won’tbeanacceptableresponse.Instead,pullupthetrackinginformationandgivethecustomerharddata

(有力的数据).Ifitwasdelivered,askthecustomertocheckwithaneighbororotherfamilymember.Ifitwasn’t,dosomequickresearchtofindoutthereason.Ifthepackagehasarelativelowvalue,senditagainrightaway.Ifit’sahigherdollarshipment,fileaclaim

(提出索赔)(becauseyouhaveinsurance).It’sreasonabletodosomeinvestigationbeforedecidingwhattodo.harddata

(硬性数据；有力的数据)vs.softdata(软性数据)Harddataconsistsoffactsgottenfromvalidandreliablesources.Harddatausuallyappearsasfiguresongraphsandtables.Softdata,ontheotherhand,isqualitativeandisbasedonopinionsandinterpretations.Softdataisquitechallengingtoquantifyinactualfigures.

Theitemisdamaged

Boxesgetbeatupinthemail,andthegoodsyoushipmightendupbeatuptoo.Thebestwaytocombatthisproblemistoshipitcorrectlyinthefirstplace.Don’tskimponthepackingmaterials.Makesurefragileitems

(易碎物品)arepackedinfoampeanutsorwrappedinbubblewrap.Ifdamagedgoodsareaconsistentproblem,evaluateyourpackaging.Youprobablyneedsomethingmoresubstantialtoprotecttheitems.Don’texpecttheshippertotreatyouritemswithcare.Spendtheextra50centsto$2fortheinsuranceandbuilditintoyourpricing.Thatwayyoudon’thavetotakethefinancialhitforreplacingadamageditem.Ifacustomercomplainsaboutadamageditem,shipareplacementrightaway(packedwell,ofcourse),andthrowinadiscountcodeforafuturepurchaseforgoodmeasure.Thenhandlethenegotiationwiththeshipperregardingwhythedamageoccurred.fileaclaim

(提出索赔)fragileitems

(易碎物品)A.UnderstandMainIdeas:1.Canyoulistafewofthemostcommonshippingerrors?Answer:Theorderisincorrect.Theitemneverarrived.Theitemisdamaged.2.Whatshouldyoudoifanincorrectorderdoeshappen?Answer:Ifitdoeshappen,apologize,andthenaskyourcustomerhowtheywouldliketheproblemfixed.Iftheshipmentwastime-sensitive,immediatelyrefundtheirmoney.Iftheystillwanttheitem,payforovernightshipping.3.Whatdoyouprobablyneedtodoifdamagedgoodsareaconsistentproblem?Answer:Youneedtoevaluateyourpackaging.Andyouprobablyneedsomethingmoresubstantialtoprotecttheitems.Spendtheextra50centsto$2fortheinsuranceandbuilditintoyourpricing.

BottomLine

(底线)

It’sbettertoeatthecostsofshippingerrorsthantoloseacustomer.Howyourespondtotheseproblemswilldependonthesizeandvalueoftheitems,butit’salwayssmarttofollowthefirstruleofbusiness:Takecareofyourcustomers.Butwhatshouldyousay?Andhowcanyoumakeyourcustomerserviceasefficientaspossiblesoittakesuplessofyourtime?Tohelpwiththis,herearescriptsforthetopissuesmotionedabove,soallyouhavetodoisfillintheblanks,copyandpaste,andclicksend!bottomline

(底线；底线思维)Thebottomlinereferstothemostimportantthingthatyouhavetoconsideroraccept.E-mailTemplatesonEachScenarioE-mailtemplates:WhenthecustomerreceiveswrongitemOpeninganeagerlyawaitedpackageandfindingthewrongiteminsideisirritating,tosaytheleast.Italsocreatesmoreworkforthecustomer.Agreate-mailresponsetothesecustomercomplaintsaddressesbothpainpoints.Template:#1Hey[CustomerName],Weareverysorryforthemix-upandanyinconvenienceithascaused!Wedoourbesttogetourordersright100%ofthetime.Butunfortunately,mistakescansometimesoccur.Wewillgetthecorrectitemshippedouttoyouasapandmakesuretosenditpriority.Pleaseacceptourapologiesagainandletusknowifthere’sanythingelsewecanassistyouwith.Thanks.Kindregards,[Agent’sFirstName][E-mail/DirectPhone]Template:#2Dear[CustomerName],I’msosorrywemixedupyourorder.Iknowamistakelikethiscanbeveryupsetting,especiallyatthistimeofyear.I’vedoublecheckedyouroriginalorder,andthecorrectitemshouldarrive[Date]via[Carrier](trackingnumber[#]).Ifyou’dliketotrackthepackage,here’sthelinkyoucanuse:[Link].I’llfollowupwithyouon[Date]tomakesureyoureceivedthecorrectitems.Ifyouhaveanyquestionsinthemeantime,feelfreetocontactmedirectly.Wedohaveonesmallfavortoask.Couldyoupleasereturntheunwanteditemwithinthenext[#]days?Thereshouldbeanadhesiveprepaidreturnlabelinsidethebox.Ifnot,justclickthislink,printtheform,andattachittothebox.Youcandroptheboxoffatany[Carrier’sName]location(clickheretofindtheonenearesttoyou).Onceagain,[FirstName],Isincerelyapologizefortheinconvenience.Sincerely,[AgentName][E-mail/DirectPhone]Template:#3Dear[CustomerName],Firstofall,pleaseacceptmysincerestapologiesforthedeliveryofincorrectshipmenttoyouraddress.Westartedaformalinquiryinthisregardanddiscoveredthattheerrorhappenedatoneofourfulfilmentcentersandthewrongorderwasrecordedinyourname.Wehaveinstantlytakenstepstocorrecttheerrorandinstitutedcountermeasures

(对策)whichwillpreventtheoccurrenceofsuchanerrorinfuture.Youarearegularcustomerofourcompanyandwearehappytohavebeenabletoserveyousatisfactorilyearlier.So,tomakeupforourmistakeandyourloss,wedecidedtoprovideyoutheorderedproductatonlyX%ofthepriceandrefundhalfofyourpayment.Wehavealsoputyourorderonprioritysotheshipmentisdeliveredattheearliest.Ourcompanyvalueseachandeverycustomerandwilldoeverythingtokeepthemsatisfiedandhappy.So,pleaseonceagainacceptourapologiesandaccepttheX%refundasatokenofourgoodwillandservice.countermeasures

(对策)Countermeasureisanactionordevicethatisintendedtostoporpreventsomethingbadordangerous—usuallyplural.Weunderstandthatthismistakemighthavecausedyousomeinconvenience.Wehope,thisslightdiscrepancyinourservicewillnotputanystraininourrelationships.Incaseyoudonotwanttheproductanymore,pleasefeelfreetoaskforafullrefund.Youcanreturnthewrongdeliverytoourdeliveryperson.Ifyouwanttotalktousinthisregard,wewillbehappytoansweryourconcerns.Kindlyusethetoll-freenumberatthebottomandmeorsomeonefrommyteamwillgetincontactwithyou.Youcanalsocontactusbyreplyingthise-mail.Sincerely,[AgentName][E-mail/DirectPhone]E-mailtemplates:WhenitemlostTemplate:#1Dear[CustomerName],Youre-mailinformingusthatthe[MissingItem]wasnotincludedinthecartonhasbeenbroughttomyattention.Thereisapackageonitswaytoyounowthatincludestheitemandalittlesomethingextra.Thisisourwayofsayinghowsorryweareforhavingslippedup,andthankingyouforchoosingthe[NameofProduct].IfIcanbeofassistancetoyouinanywayinthefuture,pleasecontactmeatanytime.Verytrulyyours,[RepresentativeName][E-mail/DirectPhone]Template:#2Hey[CustomerName],Wearesorryyourorderistakingsolongtoarrive!Yourorderhasshipped,however,andiscurrentlystillin-transitwith[CarrierName].Hereisthetrackingnumber:[#]Accordingtoit,yourorderisduetoarriveon[theNewEstimatedArrivalDate].Incaseyoustilldon’treceiveitby[Date],youcanclaimrefundforthemissingitem.Pleaseacceptourapologiesagainfortheinconvenienceandletusknowifthere’sanythingelsewecandotoassistyou.Thanks.Kindregards,[RepresentativeName][E-mail/DirectPhone]E-mailtemplates:WhenanitemarrivesdamagedTemplate:#1Hey[CustomerName],Weareverysorryyourorderarriveddamaged!Wedoourbesttopackageourproductssecurelywiththehighestqualitypackagingmaterials.Butunfortunately,sometimesthingsdostillgetdamagedduringtheshippingprocess.Wewillgetareplacementitemshippedouttoyouasapandmakesuretosenditpriority.Pleaseacceptourapologiesagain!Thankyou.Kindregards,[RepresentativeName][E-mail/DirectPhone]Template:#2Hey[CustomerName],We’resorrythatyouweren’tcompletelysatisfiedwithyourpurchase!Iftheitemarrivedwasdamagedinanyway,thenwewouldbehappytogetyouareplacementsentoutasap.Ifyoucouldpleaseletusknowmoreaboutthesituationoftheproduct,wewilldoourbesttoaddressyourconcerns.Or,ifyouwouldliketoproceedwitharefund,thenofcoursewecandothatforyourightaway.Westrivetocreatetop-of-the-lineproductsthatourcustomerslove,andwewantyoutobesatisfiedwitheverythingyoupurchasefromus.Pleaseletusknowhowyouwouldliketoproceedandourapologiesagainthatyouweren’tcompletelysatisfied.Thanks.Kindregards,[RepresentativeName][E-mail/DirectPhone]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.beatup,bubblewrap,peakseasons,transit,skimp,fragile,committingtimeto,asatokenof,putanystraininourrelationships,product-based,holdstheblame,discrepancy,institutedcountermeasures,foampeanuts1.Ifyou’reinaproduct-basedbusiness,verylittleismoreannoyingthanshippingproblems.Regardlessofwhoholdstheblame,it’syourfaultbecauseit’syourbusiness.2.Thelastthingyouwantisanunhappycustomer.Andonceyoumakethesale,youdon’twanttocontinuecommittingtimetosolvingshippingissues.Inotherwords,everybodyloseswhensomethinggoeswrongintransit.3.Fortunately,thisdoesn’thappenoften.But,especiallyduringpeakseasons,mistakescananddooccur.4.Boxesgetbeatupinthemail,andthethingsyoushipmightendupbeatuptoo.Thebestwaytocombatthisproblemistoshipitcorrectlyinthefirstplace.Don’tskimponthepackingmaterials.Makesurefragileitemsare

packedinfoampeanutsorwrappedinbubblewrap.5.Wehaveinstantlytakenstepstocorrecttheerrorandinstitutedcountermeasureswhichwillpreventtheoccurrenceofsuchanerrorinfuture.6.So,pleaseonceagainacceptourapologiesandaccepttheX%refundasatokenofourgoodwillandservice.7.Weunderstandthatthismistakemighthavecausedyousomeinconvenience.Wehope,thisslightdiscrepancyinourservicewillnotputanystraininourrelationships.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.如果你经营的是产品类业务，再也没有比运输问题更令人头疼。(product-basedbusiness)Ifyou’reinaproduct-basedbusiness,verylittleismoreannoyingthanshippingproblems.2.宁肯承担运输错误产生的一切成本，也不要丢失一个客户。(eatthecost)It’sbettertoeatthecostsofshippingerrorsthantoloseacustomer.3.很抱歉我们错发了您的订单。我理解这种事情的确令人不悦，尤其是在这个时间节点。(mixupyourorder)I’msosorrywemixedupyourorder.Iknowamistakelikethiscanbeveryupsetting,especiallyatthistimeofyear.4.首先，请接受我为错发致以最诚挚的道歉。(deliveryofincorrectshipment)Firstofall,pleaseacceptmysincerestapologiesforthedeliveryofincorrectshipmenttoyouraddress.5.如到货时还是破损了，我们很乐意尽快为您补发。(getyouareplacementsentout)Iftheitemarrivedwasdamagedinanyway,thenwewouldbehappytogetyouareplacementsentoutasapE.HandletheRequestforModifyingShippingAddress1.Writeane-mailtoinformthecustomeraboutthemisdeliveredpackagebasedonthefollowinginformation.Customer:EmilyGordanCarrier:UPSUPSCustomerServicePhoneNumber:1-800-742-5877TrackingNumber:1Z54F78A0450293517TrackingSite:/track?loc=en_US&requester=ST/}¨Company:BackcountryEstimatedArrivalDate:10/19/2020Follow-upDate:10/14/2020ReturnedShippingDate:7daysafterreceivingthereplacedproductReturnedShippingCarrier:UPSTheNearestCarrierDrop-offLocationLink:/dropoff/?loc=en_USRepresentative:AnaStamekovicTitle:CustomerSupportOfficerE-mail:anastamekovic@Telephone:1-253-891-2500SampleDearEmily,I’msosorrywemixedupyourorder.Iknowamistakelikethiscanbeveryupsetting,especiallyatthistimeofyear.I’vedoublecheckedyouroriginalorder,andthecorrectitemsshouldarrive2020.10.11viaUPS(trackingnumber:1Z54F78A0450293517).Ifyou’dliketotrackthepackage,here’sthelinkyoucanuse:/track?loc=en_US&requester=ST/I’llfollowupwithyouonOctober14thtomakesureyoureceivedthecorrectitems.Ifyouhaveanyquestionsinthemeantime,feelfreetocontactmedirectly.Wedohaveonesmallfavortoask.Couldyoupleasereturntheunwanteditemswithinthenext7days?Thereshouldbeanadhesiveprepaidreturnlabelinsidethebox.Ifnot,justclickthislink,printtheform,andattachittothebox.YoucandroptheboxoffatanyUPSlocation(clickheretofindtheonenearestyou:/dropoff/?loc=en_US).Onceagain,Emily,Isincerelyapologizefortheinconvenience.Sincere