跨境电商客户服务英语 课件 Task 25 在线客户服务即时聊天脚本1：问候客户、赔礼道歉

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

LiveChatScriptsforOnlineCustomerService1:Greeting,Apologizing在线客户服务即时聊天脚本1：问候客户、赔礼道歉内容提要：1.问候客户的即时聊天脚本2.向客户道歉的即时聊天脚本【内容提要】本任务简要阐述即时聊天脚本的实际价值，重点介绍问候客户、赔礼道歉两类聊天脚本模板。知识目标：理解即时聊天模板的作用，掌握问候客户、赔礼道歉的英语表达和句型。能力目标：能够根据具体聊天语境，选择恰当的聊天模板，以及熟练灵活运用已有模板。Whatmakeslivechatscriptssoimportantforsalesandcustomerservice?Andhowdoestheiruseimpactyourbusinessperformance?导入

Torealizeallthebenefitsoflivechatscripts,youneedtounderstandtheimportanceofchatetiquetteforyourcustomers'experienceandsatisfaction.Appropriatelivechatcommunicationnotonlyincreasesthechancesofsellingyourproductorservicebutalsoenhancescustomers'loyalty,aswell.Andrepresentingatestedwayofcommunicatingwithcustomers,thesepremademessagetemplatesminimizetheeffortsyouragentshavetomaketokeepcustomerssatisfied.Q:Howdolivechatscriptssupportyou?livechatscriptscanimproveyoursupportinvariousways:

Theyspeedupthecommunication,makingiteasierforagentstohandlemultiplerequestssimultaneously;

Theyhelpestablishastandardized,uniformtoneandlanguage,increasingcustomers'trust;

Theyprovideconsistentcommunicationbetweenyouragentsandyourcustomersinthelongrun,helpingyoudeliverapleasantexperiencewithnosurprises.TemplatesGreetingsApologizingCustomerServiceGreetingsScripts问候客户的即时聊天脚本1.1Generalgreeting通用型问候脚本1.2

Greetingscriptsforrepeatvisitors问候多次咨询的客户脚本1.3

Explainingthatchatmaybemonitoredorrecorded

告知客户该聊天咨询可能被监听或录音的脚本1.1Generalgreeting通用型问候脚本Hello!Welcometo[BusinessesName],andthankyouforvisitingoursite.Howcanwehelpyoutoday?Hello,andthankyouforusing[BusinessesName’s]livechatserviceIstheresomethinginparticularwecanhelpyouwith?Goodmorning/afternoon/evening,andthankyouforcontactingourchatline.Howareyoudoingtoday?MayIaskwhyyoucontactedourchatservicetoday?1.1Generalgreeting通用型问候脚本Goodafternoon!Howmayweassistyoutoday?Goodday,thankyouforreachingoutto[BusinessesName]customerservice.Mynameis[Agent’sName].WhatcanIdoforyoutoday?Hello,thankyoufortextingto[BusinessesName].You’respeakingto[Agent’sName].HowcanIhelpyou?1.2Greetingscriptsforrepeatvisitors

问候多次咨询的客户脚本Helloagain[CustomerName]!Welcomebacktooursite.Whatcanwedoforyoutoday?Welcomeback[CustomerName]!It’sgreattoseeyouagain.Didyouwanttopickupwhereyouleftoff?Hello,andwelcomebackto[BusinessName’s]site.1.2Greetingscriptsforrepeatvisitors

问候多次咨询的客户脚本Wereyouhavingmoreproblemswith[PreviousIssue]?Welcomeback[CustomerName]!Iseverythingokaywithyour(previouslysolvedproblematicsituation)?HowcanIhelpyoutoday?Hello[CustomerName]!Happytoseeyouagain!WhatcanIdotohelpyoutoday?Nicetoseeyouagain,[CustomerName]!Howcanwehelpyouthistime?1.3

Explainingthatchatmaybemonitoredorrecorded

告知客户该聊天咨询可能被监听或录音的脚本Iwantedtomentionthatthischatmaybereviewedforqualityassurance.Wewanttoletyouknowthatthischatmaybereviewedandusedfortrainingpurposes.Tomakesureyou’rehavingimpeccablecustomerserviceexperience,wemayreviewthischatsessionfortrainingpurposes.Wewanttopointoutthat[BusinessName]mayreviewthischattohelpimproveyourexperience

2.ApologizingwithCustomerServiceScripts向客户道歉的即时聊天脚本2.1Howtoapologizeforaproblematicsituation?为糟糕状况道歉的脚本2.2Howtoapologizeforbeingunabletomeettherequest?为无法满足客服要求而道歉的脚本2.3Howtoeffectivelyprovidealternativeoptionsusinglivechatscripts?提供其他解决方案的脚本2.1Howtoapologizeforaproblematicsituation?

为糟糕状况道歉的脚本[CustomerName],I’msosorryyouhavetodealwiththisproblem.LetmecheckifIcanfixit.We’rereallysadaboutyournegativeexperience.TellmewhathappenedandI’lldomybesttomakethingsright.IunderstandhowyoufeelandI’mdeeplysorryaboutit.I’llforwardyourrequesttotheresponsibleofficerrightawayandtrytocorrectthisassoonaspossible.Iunderstandhowyoufeel,I’mverysorry.We’regoingtotakecareofthisforyourightnow.2.1Howtoapologizeforaproblematicsituation?

为糟糕状况道歉的脚本I’mdeeplysorryabout[Problem].Letmespeakwithmysupervisortoseehowwecancorrectthisforyou.I’msorrythat[ProductName]isnotwhatyouexpected.Iwanttotalkwithmysupervisortoseewhatwecando.IunderstandhowyoufeelandI’mdeeplysorryaboutit.I’llforwardyourrequesttotheresponsibleofficerrightawayandtrytocorrectthisassoonaspossible.Iunderstandhowyoufeel,I’mverysorry.We’regoingtotakecareofthisforyourightnow.2.2Howtoapologizeforbeingunabletomeettherequest?为无法满足客服要求而道歉的脚本Iapologize,butatthistimewe’reunabletomeetthatrequest.I’mverysorry,butfulfillingthatrequestisn’tpossibleatthistime.LetmecheckandseewhatelseIcandoforyou.I’mreallysorrybutwhatyou’reaskingisbeyondthescopeofwhatwecando.Here’swhatIcando...2.2Howtoapologizeforbeingunabletomeettherequest?为无法满足客服要求而道歉的脚本Iapologize,butatthistimewe’reunabletomeetthatrequest.I’mverysorry,butfulfillingthatrequestisn’tpossibleatthistime.LetmecheckandseewhatelseIcandoforyou.I’mreallysorrybutwhatyou’reaskingisbeyondthescopeofwhatwecando.Here’swhatIcando...2.3Howtoeffectivelyprovidealternativeoptionsusinglivechatscripts?提供其他解决方案的脚本MayIsuggest[Solution]asanalternative?Tobestmeetyourneeds,Iwouldrecommendthefollowing...

Ifeelthatthebestwaytosolveyourissuewouldbe[Solution]...WhileIcan’thelpyououtwiththatspecificissue,I’dbehappytorecommendasuitablealternative.2.4Howtoforwardarequesttothehigher-leveloperators?将请求向上级提交的脚本Iunderstandhowyoufeel—wouldyouliketospeakwithasupervisorwhowouldbeabletobettermeetyourneeds?Iwouldneedtogetapprovalfrommymanagerforthatrequest...MayItransferyou?

Wouldyoulikemetoreferyoutomysupervisor?Imayneedtocheckwithmymanagertoaccommodatethatrequest.2.4Howtoforwardarequesttothehigher-leveloperators?将请求向上级提交的脚本I’dreallyliketohelpyousolvethisissuebutyourrequestisoutofthescopeofmyresponsibilities.Wouldyoulikemetoconnectyouwithmysupervisor?I’msorrybutIfirsthavetocheckwithmymanagerifIcanhandlethisrequest.

Ican’tdoanythingforyouregardingthisissuebutIcantransferyoutoasupervisorwhomaybeabletofixit.Words&Expressionsbusinessperformance 公司业绩chatetiquette 聊天礼仪customer’sloyalty 客户忠诚度simultaneouslyadv 同时地standardizedadj.标准化的uniformadj.统一的diverseadj.多样化的polishv.润饰；修改dedicatedlyadv.全心全意地Words&Expressionscurtadj. 简短而失礼的unenthusedadj.

缺乏热情的put...onedge 使……紧张instillv.

灌输pickup捡起；拾起leaveoff离开previouslysolvedproblematicsituation

之前已经解决的问题reviewv.审查Words&Expressionsimpeccableadj.无可挑剔的addressableadj.

可对付的；可解决的constructivelyadv. 建设性地scratchone’shead 挠头softentheblow缓和打击compassionateadj.有同情心的beyondthescopeofoursupportpossibilities

不在我们支持的范围之内

messyadj.混乱的Words&Expressionshiccupsn.小问题jeopardizev.

危及；危害ingoodhands 受到很好的关注engagewithsb 与某人交流unobtrusivelyadv.谦虚谨慎地co-browsingn.协同浏览Logoff下线reoccurringerror再次发生的错误

hamperv.阻碍Words&Expressionsscreenshare屏幕分享diagnosev.

诊断malfunctionn. 失灵；出现故障knowledgebase 知识库mutualcollaboration互相协作Jargonspremademessage 预制消息repeatvisitor

回头客monitoringactivity 监测活动qualityassurance质量保证negativeexperience消极体验proactivesales主动销售unresponsivecustomer无响应的客户Jargonsactivepromotions 有效促销inactivepromotions

无效促销customerretention 客户维系specialdiscountvoucher特殊折扣券AFTERYOUREAD1.Inwhatwaysdolivechatscriptsimproveyoursupportforcustomers?2.Whenpre-makingapologizingscripts,youhavetotakediversesituationsintoconsideration.Whatarethey?SuggestedAnswer:1.Theyspeedupthecommunication,makingiteasierforagentstohandlemultiplerequestssimultaneously.2.Theyhelpestablishastandardized,uniformtoneandlanguage,increasingcustomers’trust.3.Theyprovideconsistentcommunicationbetweenyouragentsandyourcustomersinthelongrun,helpingyoudeliverapleasantexperiencewithnosurpriseQ1:Q2:1.Howtoapologizeforaproblematicsituation?2.Howtoapologizeforbeingunabletomeettherequest?3.HowtoeffectivelyprovidealternativeoptionsusingLiveChatscripts?4.Howtoforwardarequesttothehigher-leveloperators?B.UnderstandDetailsAFTERYOUREAD1.“Startingontherightfootwithacustomersetsthestageforapositivechat,whileacurtorunenthusedgreetingcanputaclientonedge.”Pleasechoosethebestreplacementsfromthefollowingforthewordandtheexpressioninitalics.A.abrupt,make...nervousB.short,make...nervousC.abrupt,make...dangerousD.short,make...dangerous2.Themostconvenientgeneralgreetingexamplesthatinstillconfidenceinyourwebsitevisitorsusuallyinclude_________.A.companynameB.agent’snameC.friendlyoffertohelpD.alltheabove3.“Didyouwanttopickupwhereyouleftoff”Whoisthisgreetingscriptsentto?A.newvisitorsB.repeatvisitorsC.bothAandBD.neitherAnorB4.Doyouneedtoexplainyourmonitoringactivitiestoyourvisitors?A.YesB.NoC.notmentionedD.notsure5.Neverdenyacustomer’srequestwiththeword“no”,instead,youneedtoreplywithqualityalternatives.Howdoyouthinkofthispractice?A.directB.professionalC.problematicD.unempathetic6.Whatifacustomer’srequestisoutofyourscopeofresponsibilities?A.stilldirectthecustomerbyyourselfB.neglectsuchkindofrequestsC.forwardtherequesttothehigher-levelD.alltheaboveC.BuildYourVocabularyAFTERYOUREADFillouttheblanketswiththewordsandphrasesbelow.arepeatvisitoraddressablecompassionatebeyondthescopeofenhancescustomers’loyaltyimpeccableconstructivelyfulfillsoftentheblowempathypremademessagetemplates1.Theappropriatelivechatcommunicationnotonlyincreasesthechancesofsellingyourproductorservicebutalso__________________,aswell.2.Andrepresentingatestedwayofcommunicatingwithcustomers,these__________________minimizetheeffortsyouragentshavetomaketokeepcustomerssatisfied.3.Tomakeapositiveimpressionon__________________,includetheirnameinyourmessage,andmakesuretocheckiftheirnewmessagehasanythingtodowithsomeoftheirpreviousrequests.enhancescustomersloyaltypremademessagetemplatesarepeatvisitor4.Tomakesureyou’rehaving____________customerserviceexperience,wemayreviewthischatsessionfortrainingpurposes.5.Itcanbehardtosayno.Afterall,yourjobistohelpacustomerandtobeaspositiveasyoucanbe,right?Unfortunately,therearetimeswhenacustomer’srequestsimplynot____________.6.Intermsoflivechat,thismeansthatyoushouldsoundlikeyoureallymeanit,nomatterhowyoufeelabouttheissue.So,bepleasant,actwith______and,ifpossible,____________.7.Itmaysoundtricky,butwe’veprovidedyouwithqualityalternativesto__________________.8.Insteadofsimplyactinglikeyoudon’tcareandrisklosingcustomers,youshouldputsomeeffortintothecreationofa____________replythatwillmakeyouranswermoreacceptableforthem.9.Ireallywanttohelpyououtwiththisissue,butI’mnotableto______thatrequ