跨境电商客户服务英语 课件 Task 24 客户服务的即时聊天礼仪

跨境电商客户服务英语（第一版）张康

徐俊凌/编著目录Contents第五章即时聊天脚本任务24即时聊天礼仪任务25即时聊天脚本1

任务28即时聊天脚本4任务29即时聊天脚本5任务27即时聊天脚本3任务26即时聊天脚本2

内容提要1.即时聊天技术性建议2.即时聊天礼仪之行为建议3.即时聊天礼仪之知识建议LiveChatEtiquetteforCustomerService客户服务的即时聊天礼仪【内容提要】对非英语母语的跨境电商客服人员而言，即时聊天咨询无疑是最考验英语语言能力的工作。因此，本章基于国内跨境客服业务相关数据，一共设计21个常见情境，分为6个任务进行讲述。本任务从4个方面，共11条建议聚焦即时聊天的礼仪。知识目标：理解即时聊天礼仪的四大关注，即技术、行为、知识和其他，掌握是否收取取消费用的通用型模板。能力目标：能够在具体即时聊天过程中践行11条礼仪规则。Whydopeoplelovecertainbrands?Alotofthetimesithassomethingtodowiththefriendlinessoftheircustomerservicesdepartment.Delightedcustomers,whoreceiveconsistentandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheevangelistsforthebrand.Oneofthemanychannelsforofferingcustomersupportthesedaysisalivechatsoftware.导入

Customersatisfactioninalivechatreliesonseveralfactorsincludingsoftskillsofcommunicationandimpeccablechatetiquettes.Why,etiquettes?Thereasonissimple.Everyonelovesetiquettes.Weallfollowsomesortofetiquette,whetheritisofficeetiquette,dinnertableetiquetteorevenphoneetiquette.So,whynotfollowacustomerserviceetiquettetoo?Areyoukeenonprovidingexcellentcustomersupportwithyourchattool?Thenmakesureyoursupportteamfollowsthesechatetiquettestostandout.Words&Expressionsetiquetten.

（社会或行业中的)礼仪；礼节delightedadj.高兴的；愉悦的；快乐的consistentadj.连续的；持续的assetn.有价值的人（或事物）；资产；财产evangelistn.福音传教士；（文中比喻品牌的死忠粉）livechatsoftware即时聊天软件impeccableadj.无错误的；无瑕疵的；完美的Emojisn.表情符号LivechatLiveChatEtiquettes:TechnicalTips即时聊天礼仪之技术性建议阅读

Hereisalistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseam-lessconversationwithlivechat.1.1Useemojis

使用表情符号Wanttobuildapersonalrapportwithyourvisitors?Useemojis.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.Emojiscancreateamorepositiveexperience,aslongastheyareusedstrategically.Emoji:表情符号Conversationscangetalittleroboticifthevisitoronlygetstoseetextinthechatbox.Inshort,textconversationsgivetheimpressiontothevisitorthatabotismanagingtheirquestionontheotherside.Understandthis,facialexpressionsareverymuchapartoftheconversation.Theyletyouknowwheretheconversationisheadingtowards.Andthough,livechatdoesallowyoutheface-to-faceconversationoptionwithvideochat,thefrstpointofcontactwouldbemessaging.Soratherthanwritinglengthytextmessagestoyourwebsitevisitorsinthechatbox,makesureyouaddasmileortwotoaddapersonaltouchtotheconversation.1.2AvoidUsingEllipses切勿使用省略号Whenavisitorapproachesyourbrandwithaquestion,thelastthingtheywouldexpectyouroperatorstobeisunsure.Andwhilewewanttoaddaconversationaltonetothechattakingplace,itwouldn’tbeasmartideatouseellipses.Manyofyoumusthavenoticedthattheuseofellipses(thethreedotsattheendofasen-tence)isbecomingcommoninarticles,andevenduringlivechatconversations.Nodoubt,itsusepromptsthereaderoravisitorinchattothinkaboutmorepossibilities.Questionis,dovisitorswantanaffirmativeanswerormorepossibilitiestogetfurtherconfused?Knowthis,addingellipsesmaybringaconversationaltonetoanongoingchat,butitalsoshowsthat:

Eithertheoperatorisindicatingtowardsmorepossibilities

Orisn’tsureaboutwhattosuggestthevisitorfurtherNoonewouldliketobefurtherconfusedwhengettinghelp.Instead,visitorswouldpreferto-the-pointanddirectanswerstotheirquestionsthathelpthemarriveataconclusionandmakeaninformeddecision.Words&Expressions1.Ellipsesn.省略号promptv.促使;激起possibilityn.可能；可能性affirmativeanswer肯定的回答ongoingadj.持续下去的；一直进行的1.3Avoidgrammar,spelling,andpunctuationerrors

避免语法、拼写、标点等错误Tobuildaconversationalexperienceforyourvisitormaybeyourultimategoal,andwhynot—theyloveit!Except,shouldyoumakeerrorsintentionallywhilehavingaconversationwiththemusinglivechat?Youshouldavoidmakinggrammar,spelling,andpunctuationerrorswhenhavingacon-versationwithvisitorsonlivechat.Makesurethattheoperatorshandlingchatmakeuseofcorrectgrammar,spelling,andpunctuationswhilespeakingtoawebsitevisitor,irrespectiveofthelanguage.Anagentusingbadgram-marorwrongspellingsendsoutasignalthatyoudon’tvalueyourcustomersenoughandalsomakesyoulookunprofessional.Also,achatoperatorshouldavoidusingtheinternetlanguage(forexample,wordssuchas“LOL”or“BRB”)orshorthandtyping.Onecanuseanexclamationmarktoshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohavemultiplepunctuationsmarksstringedtogether(forexample:“????!!!!”).Words&Expressions1.punctuationn.标点符号;标点符号用法intentionallyadv.故意地;有意地chatoperator(s)聊天运营商shorthandtyping速记打字exclamationmark感叹号2.LiveChatEtiquettes:BehavioralTips即时聊天礼仪之行为建议Hereisalistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience.2.1:BePatient

耐心Whilechattingwithawebsitevisitor,takeintoconsiderationthefactthatforsomepeopleitcanbeslightlydifficulttoexpressthemselves.Also,attimes,theresponsesmaytakelongerasthepersoncouldbeattendingtomorethanonetaskatthesametime.

Remembertobepatientandavoidinterruptingthemwhiletheytaketheirtimetosubmitaresponse.2.2:KeepNegativeorBadAttitudeonHold控制负面情绪和恶劣态度Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeingsarcasticatalltimes.Ifthevisitorsaysorofferstodiscussanysensitiveissue,refrainfromgettingpulledintotheconversationandsticktodoingyourjob.Remember,youareaspokespersonforyourcompanyandnomatterwhatkindofdayyou’rehaving,it’syourresponsibilitytobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutlosingtemperyourself.2.3:BeEmpathetic

换位思考Chatsupportoperatorsneedtobewillingtobeempatheticwiththecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibletoresolvetheirqueriesorconcerns.

Words&Expressions1.

irateadj.极其愤怒的；暴怒的sarcasticadj.讽刺的；嘲讽的；挖苦的sensitiveadj.敏感的；过敏的losetemper发脾气；发火empatheticadj.同感的3.LiveChatEtiquettes:KnowledgeTips即时聊天礼仪之知识建议Hereisalistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free.BeOffer-Aware出言谨慎Youhavetobeabsolutelycertainofwhatyouaregoingtosayaboutyourproductsorservices.Notbeingabletoanswerkeyquestionsrelatedtotheproduct/serviceorofferingmisleading/confusinganswersisnotonlyasurewaytolosecustomersbutitalsoleavespeopleunimpressed.3.2:KnowYourResources

清楚告知买家解决方案Understandthis,thecustomersexpectyouroperatorstoknowitall.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwheretoredirecttheissuesothatinstantresolutionlookslikeanachievablegoal.That’swhyyouneedtomakesurethattheoperatorsaretrainedinawaythatprovidinggoodcustomerservice

experienceneverfeelslikeadistantdream.Operatorstellingyourcustomerswheretoheadnextwouldallowthemtomakeinformeddecisions,thushelpingyouimprovesalesfurther.4.LiveChatEtiquettes:

OthersTips即时聊天礼仪之其它建议Besidestheabove-mentionedtips,wehaveothersuggestionstoothatwillhelpyouboostcustomersatisfactionhassle-free.Let’stakealookatthembelow.4.1:It’sAllAboutSpeed速度即一切Keepyourmessagesshortandsweet.

Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush!4.2:AlwaysEndYourChatsOnAHigh务必以积极姿态结束聊天Don’tendachatrightafterresolvingtheissue.Therearesomeend-of-the-chatprotocolsthatneedtobefollowedtoconcludethechatleavingthevisitorfeelinggoodaboutthewholeconversation.Fewofthethingsthatyoucando:Thankthevisitorforthetimehe/shetooktodiscusstheirissuewithyou.Confirmwiththevisitoriftheissuewasresolvedtotheirsatisfactionandifthere’sanythingelsetheyneedassistancewith.Wishthemagooddayaheadbeforeyoubidadieu.

Words&Expressions1.hassle-freeadj.不麻烦的offer-awareadj.出言谨慎的3.resourcesn.资源

4.redirectv.改寄：改变投递方向5.achievableadj.可完成的6.beataroundthebush旁敲侧击；说话绕圈子Jargonscustomerservicedepartment客户服务部门customersupport用户支持ultimategoal最终目标;终极目标internetlanguage网络语言behavioraltips行为技巧instantresolution即时解决end-of-the-chatprotocol结束聊天礼仪

练习

AFTERYOUREADA.UnderstandMainIdeas:1.Canyoumakealistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseamlessconversationwithlivechat?

Suggestedanswer:UseEmojis;avoidusingEllipses;avoidgrammar,spellingandpunctuationerrors;avoidCapsLock;2.Canyoumakealistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience?Suggestedanswer:Bepatient;keepnegativeorbadattitudeonhold;beempathetic3.Canyoumakealistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free?4.Whatothertipsforlivechatetiquettecouldyougive?Suggestedanswer:Beoffer-aware;knowyourresourcesSuggestedanswer:It’sallaboutspeed.Alwaysendyourchatsonahigh.练习

B.UnderstandDetails:1.Accordingtothepassage,customersatisfactioninalivechatreliesonseveralfactorsincluding_________and_________.A.strongsoftwaresupport,promptresponsesB.strongplatformsupport,effectiveresponsesC.softskillsofmarketing,impeccablecommunicationetiquettesD.softskillsofcommunication,impeccablechatetiquettes2.Whatdohelpyoubuildapersonalrapportwithandaddapersonaltouchtotheconversationatlivechat?A.picturesB.textmessagesC.EmojisD.alltheabove3.Using_________intheconversationatlivechatmaycauseyourcustomer’sfurtherconfusion.A.EmojisB.EllipsesC.questionsD.alltheabove4.Usingbadgrammar,spellingandpunctuationsinconversationswithvisitorsonlivechatmakesyoulook_________.A.unprofessionalB.impoliteC.carelessD.inattentive

5.Lettersorsentenceswritteninall-capscangiveavisitortheimpressionthatyouroperatorsareshoutingatthem.Butwhatinall-capscanbeused?A.productprofileB.theInternetlanguageC.abbreviationsofalltermsD.abbreviationsofkeyterms6.Whatshouldaqualifiedoperatorrespondifthevisitorsaysorofferstodiscussanysensitiveissues?A.refrainfromgettingpulledintotheconversationB.sticktodoingyourjobC.keepyournegativeattitudeonholdD.alltheabove

7.Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush.Whichmeaningofthefollowingadjectivesissimilartotheexpressioninitalics?A.straightB.directC.ambiguousD.distractedC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.sarcastic,end-of-the-chatprotocols,responsibility,redirect,headingtowards,delighted,facialexpressions,multiplepunctuationsmarks,consistent,exclamationmark,evangelists,interrupting,spokesperson,instantresolution,empathetic,responsibility,resolve,affirmative

1.customers,whoreceiveandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheforthebrand.2.Understandthis,

areverymuchapartoftheconversation.Theyletyouknowwheretheconversationis

3.Questionis,dovisitorswantananswerormorepossibilitiestogetfurtherconfused?Delightedconsistentevangelistsfacialexpressionsheadingtowards.affirmative4.Onecanusean

toshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohave

stringedtogether.

5.Remembertobepatientandavoid

themwhiletheytaketheirtimetosubmitaresponse.

6.Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeing

atalltimes.

7.Remember,youarea

foryourcompanyandnomatterwhatkindofdayyou’rehaving,it’syour

tobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutexclamationmarkmultiplepunctuationsmarksinterruptingsarcasticspokespersonresponsibilityLosingtemperyourself.8.Chatsupportoperatorsneedtobewillingtobe

withthecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibleto

theirqueriesorconcerns.

9.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwhereto

theissuesothat