跨境电商客户服务英语 课件 Task 19 好评管理

跨境电商客户服务英语（第一版）张康

徐俊凌/编著Whyrespondtoagood

review?2.Howtorespondtoapositivereview(5steps).3.PositiveReviewResponseExamplesTask19ManagingPositiveReviews任务十九：好评管理【内容提要】本节介绍处理回复好评的理由、好评回复五步骤、经典案例、五个模版。通过本节学习，掌握如何不辜负买家的一番好意，如何将好评转化为业务的金名片。知识目标：理解好评管理的必要性，掌握好评管理的的五步操作法，以及常用英语表达和句型。能力目标：通过案例和模版的学习，能够根据公司和产品的具体情况，书写兼具规范化和定制化特性的好评回馈电邮/站内信。Respondingtopositivereviewsisjustasimportantasrespondingtonegativereviews.However,manybusinesseswonderwhy.Whyrespondtoagood

review?Ifagoodcustomerleavesaglowingfive-starreview,itcan’tgetanybetterthanthat

(好到极致),right?Actually,itcan.Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowonders

(创造奇迹)foryourbusiness!Here’swhyyoushould

alwaysrespondtoapositivereview:It’sthepolitethingtodo.

Ifacustomergaveyouacomplimentinreallife,youwouldsaythankyou.It’sonlypolite.

And

withanonlinereview,thecomplimentispublic.Sobeextranice

(格外友善)!Everyoneislooking.

90%ofconsumersnowreadonlinereviews.

Thepublic,includingpotentialfuturecustomersofthebusiness,mayreadthisreview.Replyingtothereviewisachancetospeaktothesepeopletoo,anddosomesubtlemarketing

(隐形营销).Activelycreating,

（积极创造机会）

andengagingwith,positiveonlineconversationsaboutyourbrandandthelocalcommunitycanencourageotherstoparticipateinthatconversation,andgeneratemorebuzz（热点）andvisibility（曝光率）foryourbusiness.Itaffectssearchrankings

（搜索排名）.

Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelpthereviewshowupinsearchresultsforabusiness.Okay,soweknowthatifyougetpositiveonlinereviews,whetheritisonAmazon,Google,Facebook,AliExpress,oryourownsite,respondingtothatpositivereviewsisamust.Sohowcanyourbusinesshityourreviewresponsesoutoftheparkandgetinsomegoodmarketing?searchrankings:(搜索排名)Ine-commerce,searchrankingsrefertothepositionatwhichaparticularwebsiteorproductappearsinsearchengineresultspages(SERPs)whenauserconductsarelevantsearchquery.Sohowcanyourbusinesshityourreviewresponsesoutoftheparkandgetinsomegoodmarketing?Inthegivensentence,thephrase"hitoutofthepark"isusedmetaphoricallyandreferstoachievingexceptionalsuccessoraccomplishingsomethingwithgreatexcellenceandimpact.Itoriginatesfromthesportofbaseball,wherehittingtheballoutoftheparkmeanshittingahomerun,themostfavorableoutcomeforabatter.Howtorespondtoapositivereview(5steps)Step1:Thankthecustomerforthepositive

reviewandbespecific.Ensurethereviewerknowsarealpersonisbehindyour

replybythankingthemforsomethingspecifictheysaid.

“Thanksforleavingareview,andmentioningthedesign.You’reright,itisabsolutelywhatweareproudof!"Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Using

thebusinessname,categoryandlocationinyourresponse

willhelpthepositivereview

appearinsearchresults.

“Theteamhereat[BusinessName]isthrilledtohearsuchgoodfeedback,andwe’reproudtobeoneofthecoziest[coffeeshops]in[cityname]."Step3:Add

alittlemarketingtoyourreviewresponse.Yourreplyispublicandwillbereadbyothers,includingfuturecustomers,sothrowinsomemarketing!Mentionabehind-the-scenesreasontheyhadagreatexperience,oranewfeatureorpromotion.

“Didyouknowwejuststartedapromotion?”Step4:Invitecustomertodosomethinginyourresponse.Askthecustomertoreturn,useanotherserviceorspreadtheword.

“Nexttimeyou’cometous,youshouldtrythe[insertproducthere]!”“Wehopetoseeyouagainsoon,andbringafriend!”Mentionabehind-the-scenesreasontheyhadagreatexperience,oranewfeatureorpromotion.

Inthegivensentence,thephrase"behind-the-scenes"referstoaspectsorinformationthataretypicallynotvisibleorknowntothegeneralpublic.Itsuggestsrevealinginsightsordetailsthatprovideaglimpseintotheinnerworkingsofabusiness,thereasonsbehindacustomer'spositiveexperience,oranynewfeatures,promotions,orinitiativesthatmaynotbewidelyadvertised.鲜为人知、幕后Step5.SharethereviewThelaststepinyourresponseprocessisspreadingthepositiveword.Apositivereviewisfreemarketingmaterial,somakethemostofitbyrespondingpubliclyandsharingitonothersocialmediaplatforms.With

68%ofconsumerssayingthatpositivereviewsmakethemtrustabusinessmore,it’simportanttomakesurethepositivereviewsareseen.Ifpossible,tagthereviewertofurthershowyourappreciation!Ifpossible,tagthereviewertofurthershowyourappreciation!Inthegivensentence,theword"tag"referstotheactofmentioningorreferencingthereviewerdirectlyinapublicoronlinesetting,typicallyusingtheirusernameorhandle.（社交媒体平台上）@某人A.UnderstandMainIdeas:Whyshouldyoualwaysrespondtoapositivereview?Answer:It’sthepolitethingtodo.Everyoneislooking.Activelycreating.Itaffectssearchrankings.

Howtorespondtoapositivereviewin5steps?Answer:Step1:Thankthecustomerforthepositivereviewandbespecific.Step2:Usethebusinessnameandkeywordsinyourreviewresponsetothegoodreview.Step3:Addalittlemarketingtoyourreviewresponse.Step4:Invitecustomertodosomethinginyourresponse.Step5.Sharethereview

UnderstandDetails:1.Respondingtopositivereviewsisjustas_______asrespondingtonegativereviews.A.simpleB.complexC.importantD.difficultKey:C

2.Ifagoodcustomerleavesaglowingfive-starreview,itcangetsomethingbetterthanthat,right?A.yesB.noC.notsureD.noideaKey:A

3.What’sthepercentageofcustomerswhonowreadonlinereviews?A.50%B.70%C.90%D.100%Key:C

4.HowtoimprovetheSEOrankingofthereview?A.replyingquicklyB.replyinginstantlyC.replyingproperlyD.replyingautomaticallyKey:C

5.Using_______inyourresponsewillhelpthepositivereviewappearinsearchresults.A.businessnameB.businesscategoryC.businesslocationD.alltheaboveKey:D

6.Whattechniqueisusedinthisreply“Didyouknowwejuststartedapromotion?”A.Thankthecustomer.B.Sharethereview.C.Invitecustomertodosomethinginyourresponse.D.Addalittlemarketingtoyourreviewresponse.Key:D

PositiveReviewResponseExamplesTemplatesforrespondingtopositivereviewTemplate#1:Hey(CustomerName客户名称),Thankyouforthereview,(BusinessName公司名称)appreciateswhenourcustomerstaketimetoleaveanoteaboutus!Wearegladyouexperiencedourworld-class[insertsomethingthebusinessisbestknownfor],andhopetoseeyouagainwithyourfriends!-(BusinessName/ManagerName/OwnerName公司名称/客服经理名称/卖家姓名)

Template2:Hey(CustomerName客户名称),We’rethrilledyouenjoyed[somethingspecifictheymentioned

客户提到的具体内容],welikemakingourcustomershappyat[businessname公司名称]!Nexttimeyou’rehere,youshouldtrythe[insertafeatureorspecial

特别推荐产品].Thanksforleavingthepositivereview,Ihopetoseeyouagainsoon.-(BusinessName/ManagerName/OwnerName公司名称/客服经理名称/卖家姓名)

Template#3:Hello(CustomerName客户名称),Everyoneat(BusinessName公司名称)lovestohearfromcustomerslikeyou!Thanksforspendingyourtimewithus.Nexttimeyou’rehere,askfor[Manager’sname经理姓名]-I’dliketosaythanksinperson:)-(BusinessName/ManagerName/OwnerName公司名称/客服经理名称/卖家姓名).

Template#4:ResponsewithdiscountasatokenofappreciationHey(CustomerName客户姓名),

Wetakeprideingivingoutstanding(ProductName产品名称)toeverycustomerhereat(BusinessName公司名称).Wearehappytohearthatyourvisitwasnoexception,thanksforleavingthewonderfulreview!Didyouknowweoffer[discountorpromofornextvisit下次光顾的折扣或促销]?Lookforwardtoseeingyounexttime!-(BusinessName/ManagerName/OwnerName公司名称/客服经理名称/卖家姓名).

Template#5:Responsewith

alittlemarketingHi(CustomerName客户姓名),Thanksfortakingtimetomention[somethingtheymentioned客户提到的内容]andleavingthisgreatfeed-back.Didyouknow[insertinterestingbackgroundinfoonthatproductorservice产品或服务的背景趣事]?It’sforpeoplelikeyouthatwedowhatwedo!Ifyouhaveanyfriendslookingfor[insertservice服务名称],pleasesendthemourway-we’lltakegreatcareofthem.Cheers,(BusinessName/ManagerName/OwnerName公司名称/客服经理名称/卖家姓名).

C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.specific,socialmediaplatforms,visibility,compliment,engagewith,subtlemarketing,brandidentity,generate

1.Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.

2.And

withanonlinereview,thecomplimentispublic.Sobeextranice!

3.Replyingtothereviewisachancetospeaktothesepeopletoo,anddosomesubtlemarketing.

4.Positiveonlineconversationsaboutyourbrandandthelocalcommunitycanencourageotherstoparticipateinthatconversation,andgeneratemorebuzzandvisibilityforyourbusiness.

5.Ensurethereviewerknowsarealpersonisbehindyour

replybythankingthemforsomethingspecifictheysaid.

6.Apositivereviewisfreemarketingmaterial,somakethemostofitbyrespondingpubliclyandsharingitonothersocialmediaplatforms.D.BuildYourSentencePutthefollowingsentencesintoEnglish.

1.对好评的回应是与满意的顾客进行交互的简便方式，这有助于你的品牌形象以及你与客户之间一对一的关系。(one-to-onerelationship)Respondingtoapositivereviewisaneasywaytoengagewithhappycustomersthatbenefitsbothyourbrandidentity,andyourone-to-onerelationshipwiththatcustomer.2.切记，线上评价是评价网站是公开的，因此围绕你的品牌所展开的积极性对话会给你的业务创造奇迹。(dowondersfor)Remember,onlinereviewsandreviewsitesarepublic,sothepositiveconversationsthathappenaboutyourbrandherecandowondersforyourbusiness!

3.借助恰如其分地回应，你可以提高搜索引擎最优化的评价排名，并是的自己经营的业务出现在搜索结果中。(SEOrankingofthereview)Byreplyingproperly,youcanimprovetheSEOrankingofthereview,andhelp