跨境电商客户服务英语 课件 Task 26 在线客户服务即时聊天脚本2：聊天转接、让客户等候、询问客户信息

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

LiveChatScriptsforOnlineCustomerService2:TransferringChats,PuttingCustomeronHold,andAskingforAdditionalInformation在线客户服务即时聊天脚本2：聊天转接、让客户等候、询问客户信息内容提要：1.聊天转接脚本2.让客户等候的即时聊天脚本3.询问客户信息的即时聊天脚本【内容提要】本任务重点介绍聊天转接、让客户等候、询问客户信息三类聊天咨询的重点以及脚本模板。知识目标：理解该三类聊天咨询的意义，掌握相关英语表达和句型。能力目标：能够根据具体即时咨询的语境，选择恰当聊天模板，以及熟练灵活运用已有模板。TransferringCustomerServiceChatsWithLiveChatScripts聊天转接脚本阅读

Thingscangetmessywhenyoudon’thavetheinformationacustomerneedsonhand.Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemtherewithoutanyhiccups.Todothiswithoutcausingcustomers’frustrations,usethefollowingtransitionstosmoothlytransferacustomertotheappropriateteammember.I’msorryfortheconfusion,butthisdepartmentdoesn’thaveinformationonthattopic.1.1Customerservicescriptsforsuggestingtransfer

建议客户聊天转接脚本WoulditbealrightifItransferredyoutothecorrectdepartment?Iapologizeforthemiscommunication,butthisdepartmentisn’tequippedtohandlethatkindofinquiry.WoulditbealrightifItransferredyoutothecorrectdepartment?Basedontheinformationyou’veprovided,Ibelieve[Agent’sName]willbeabletobestmeetyourneeds.IsitokaywithyouifItransferyouto[Agent’sName]?Unfortunately,I’mafraidIdon’thavetheabilitytoaccommodateyourrequest.1.1Customerservicescriptsforsuggestingtransfer

建议客户聊天转接脚本However,[Agent’sName]specializesinthistypeofsituationandwouldbehappytospeakwithyou.IsitokaywithyouifItransferyouto[Agent’sName]?I’mreallysorrybutourdepartmentcan’thelpyouwiththat.WoulditbeokayifItransferredyoutomycolleagueswhocanhandlethatrequest?[Customer’sName],letmetransferyouto[Agent’sName],who’llbeabletoprovidethebestsolution.Iapologizeforthisinconveniencebutourdepartmentdoesnothavethattypeofinformation.Wouldyoumindustransferringyoutotherelevantdepartment?1.1Customerservicescriptsforsuggestingtransfer

建议客户聊天转接脚本Unfortunately,I’mnotequippedtohelpyouwiththatissuebutIcantransferyoutomycolleaguespecializedforhandlingthistypeofrequest.WouldyoulikethatPleaseholdonforonemomentwhileIconnectyouwiththerightperson.1.2Livechatscriptsusedwhentransferringcustomers

聊天转接中脚本Wouldyoupleaseholdforamoment?I’mtransferringyoutotherightperson.I’mtransferringyourightnow;we’llbewithyouinjustamoment!Iapologize,but[Agent’sName]istheonewhowillbeabletobesthandleyourissue.PleaseholdonforonemomentwhileIconnectyouwiththerightperson.1.2Livechatscriptsusedwhentransferringcustomers

聊天转接中脚本Wouldyoupleaseholdforamoment?I’mtransferringyoutotherightperson.I’mtransferringyourightnow;we’llbewithyouinjustamoment!Iapologize,but[Agent’sName]istheonewhowillbeabletobesthandleyourissue.PleaseholdforamomentwhileIcontacthim/her.1.2Livechatscriptsusedwhentransferringcustomers

聊天转接中脚本Pleaseholdon,I’llconnectyouwith[Agent’sName]from[Department’sName]innotime.Sure,I’lltransferyouto[Agent’sName]inamoment.1.3

Livechatscriptstousewhencustomerswanttospeakwithanotheragent

当客户要求聊天转接脚本CanIplaceyourcallonhold,[Agent’sName]willbewithyouinamoment?Yes,[Agent’sName]isavailableifyouwouldprefertospeakwiththemOfcourse,Icantransferyouto[Agent’sName]ifyouwouldprefer.PositiverepliesUnfortunately,[Agent’sName]isnotavailableatthemoment.CanIhelpyououtwithanythingtoday?1.3

Livechatscriptstousewhencustomerswanttospeakwithanotheragent

当客户要求聊天转接脚本I’msorry,but[Agent’sName]iscurrentlyunavailable.Wouldyouliketoleavehim/heramessage?Negativereplies2.PuttingCustomeronHoldUsingLiveChatScriptExamples让客户等候的即时聊天脚本阅读

Nobodylikesbeingonhold,period.Butasacustomersupportagent,youknowthattherearetimeswhenthisisunavoidable,andmakingsomeonewaitiscrucialtodeliveringaqualitysolution.Ifyouhavetoputyourcustomersonhold,you’dbetterletthemknowrespectfully.Youprobablywon’tmakethemfeelexcitedeitherway,butatleastyou’lltrytoreducetheirfrustrations.Handleyourcustomerrespectfullyandreassurethemthattheywon’tbeabandoned,andyou’llearntheirrespect.Isitokayformetoputyouonholdforjustamoment?2.1Convenientlivechatscriptstouseinthemiddleoftheconversation

在聊天过程中要求等候脚本Wouldyoumindmeputtingyouonholdforamoment?MayIputyourcallonholdwhileIcheckthisforyou?Itmaytakeusamomenttoreviewthatinformation,mayweputyouonhold?Ifyou’recomfortableholdingforjustamoment,we’llreviewyourinformationandhaveananswerforyoushortly.2.1Convenientlivechatscriptstouseinthemiddleoftheconversation

在聊天过程中要求等候脚本IsitalrightifIputyouonholduntilwehavethatinformationreviewed?Ifyoudon’tmindmeputtingyouonhold,I’llbewithyouwiththerequestedinformationinamoment.Weapologize,butallofouragentsarecurrentlyassistingothercustomers.Pleaseholdforthenextavailableagent.2.2Customerservicescripttemplatestouseinthequeue

客户排队中告知等待的脚本We’resorry,butallofouragentsarechattingwithothercustomersatthemoment.Ifyoucanholdforacoupleminutes,we’llrespondassoonaswe’reable.Sorry,allofourcustomersupportagentsarebusyatthemoment.Pleaseholdforacoupleofminutesandwe’llbewithyou.Therearecurrently[Number]customersaheadofyouinline.Pleaseholdforthenextavailableagent.Weexpectthatanagentwillbeavailabletohelpyoushortly,therearecurrently[Number]customersinline.2.2Customerservicescripttemplatestouseinthequeue

客户排队中告知等待的脚本Anagentshouldbefreetoassistyouveryshortly(yourplaceinthequeueis[Number]).Oneofouragentswillbewithyoushortly.Youareinthequeue;thecurrentwaittimeis[Number]minute.Yourmessageisimportanttous,allofouragentsareassistingothercustomersatthemoment.Weexpectoneofthemtohandleyourrequestinapproximately[Number]Minutes.Thankyouverymuchforholding,andsorryaboutthatwait!2.3Livechatscriptstosaythanksforwaiting

感谢等候的脚本Thanksforholding!Wedoapologizeaboutthatwait,butwe’rereadytoassistyou.Wethankyouforholdingandapologizeforthewait.Sorryaboutthewaitandthankyouforholding.Weapologizeforkeepingyouwaiting.I’m[Agent’sName]andI’mreadytohelpyou.3.AskingforAdditionalInformationUsingLiveChatScriptExamples询问客户信息即时聊天脚本阅读

Askingadditionalinformationmaymakeyourcustomersfeeluncomfortableasyou’regoingbeyondcollectingthebasicdetails.Additionalinformationmayjeopardizetheirprivacyandsecurityindifferentways,soyouneedtokeepthetonethatwillletthemknowtheycantrustyou.Thekeytoaskingforpersonalinformationistoestablishtrust.Handleyourinformationrequestsprofessionallywiththefollowingscripts,andcustomerswillknowthey’reingoodhands.Wouldyoumindusverifyingsomeofyourinformation?3.1Howtoaskforgeneralinformation?

询问普通信息脚本MayIaskformoreinformationbeforewecontinue?Beforeweproceed,we’llneedtocollectsomeadditionalinfo,ifyoudon’tmind.Ifit’sokaywithyou,we’llneedtocollectalittlebitofadditionalinformationbeforeweproceed.Tomeetyourneeds,we’llneedtoverifysomeofyourinformation.MayIhaveyourcurrentbillingaddress?3.2Howtoaskforbillinginformationandsensitiveinformationverification?

询问账单等敏感信息的脚本wouldyoumindusverifyingsomeofyourinformation?CouldyouprovidemewithyourcreditcarddetailssothatIcanplaceyourorder?MayIpleasehaveyourfullcreditcardnumberwithitssecuritycodeandexpirationdateToprocessyourorder,I’llneedyourfull16-digitcreditcardnumber,expirationdate,andsecuritycode.Canyoupleasetellmeyourcurrentaccountzipcode?3.2Howtoaskforbillinginformationandsensitiveinformationverification?

询问账单等敏感信息的脚本Tohelpmeverifyyouridentity,Ineedyoutotypethephonenumberattachedtoyouraccountbeforeweproceed.Beforewestartlookingatyouraccountinformation,couldyoupleaseverifyyourbirthdateforme.Canyoupleaseverifyyourlocation/addressbeforeweproceedtocheckwhereyourorderispending?3.3Howtoaskforaddress/locationverification?

询问地址和确认所在位置的脚本Woulditbepossibleforyoutoshareyourbillingaddress?Tohelpmetrackyourorderinstantly,pleaseprovidemeyourcurrentbillinglocation.MayIhavetheaccountnumberlistedonyourbill?3.4Howtoaskforaccountnumber/dateofbirth/lastfourofSSN?

询问银行账号、出生日期、最后四位SSN号的脚本Canyoupleaseshareyouraccountnumberlistedonthebill?Ifyougivemeyouraccountnumber,Icanlookupyourinformation.Pleaseverifyyourdateofbirthforustotrackyouraccountinformationfaster.Ifyouwouldverifyyourdateofbirthforme,wecanbeginlookingatyouraccountinformation.3.4Howtoaskforaccountnumber/dateofbirth/lastfourofSSN?

询问银行账号、出生日期、最后四位SSN号的脚本Toproceedwiththeaccountvericationprocess,I’llneedeitheryourdateofbirthorlastfordigitsofyouraccountnumber.I’llneedeitheryourdateofbirthorthelastfourdigitsofyouraccountnumbertoProceed.Words&Expressionstransferv.转接additionalinformation 附加信息representativen. 代表withoutanyhiccups 没有任何耽搁frustrationn.懊恼；沮丧；挫败transitionn.转变miscommunicationn.沟通不畅；沟通失败accommodatev.满足（请求、需求等）unavoidableadj.不可避免的Words&Expressionsprivacyn. 隐私securityn. 安全性keepthetone 保持语气verifyv. 验证digitn.位数Jargonsputcustomeronhold 让客户等待positivereply

肯定的答复A.UnderstandMainIdeasAFTERYOUREAD1.Whenpreparinglivechatscriptsforputtingcustomersonhold,whatsituationsdoyouneedtothinkof?2.Whatadditionalinformationofyourcustomerscouldyouaskfor?SuggestedAnswersQ1:1.Inthemiddleoftheconversationwithyourcustomers2.Customersareinthequeue.3.SaythankstoyourcustomerforwaitingSuggestedAnswersQ2:1.generalinformation2.sensitiveinformationlikebillinginformation3.address/locationinformation4.accountnumber,dateofbirth,lastfourofSSNB.UnderstandDetailsAFTERYOUREAD1.“Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemtherewithoutanyhiccups.”Choosethebestexplaintothewordinitalics.A.temporarydifficultiesB.temporarytroublesC.temporarydelaysD.temporarymeasures2.“Iapologizeforthisinconveniencebutourdepartmentdoesnothavethattypeofinformation.Wouldyoumindustransferringyoutotherelevantdepartment?”Whensendingthissentence,whatcustomerserviceareyouofferingatthetime？A.suggestingtransferB.transferringcustomersC.holdingoncustomersD.alltheabove3.Ifyouhavetoputyourcustomersonhold,you’llatleasttrytoreducetheir__________.A.angerB.anxietyC.rageD.frustrations4.“Additionalinformationmayjeopardizetheirprivacyandsecurityindifferentways,soyouneedtokeepthetonethatwillletthemknowtheycantrustyou.”Chooseasynonymfromthefollowingtothewordinitalics.A.digB.exploreC.endangerD.influence5.What’sthekeytoaskforpersonalinformation?A.buildingrapportB.establishingtrustC.havingmutualbenefitsD.establishingrelationshipC.BuildYourVocabularyAFTERYOUREADFillouttheblanketswiththewordsandphrasesbelow.jeopardizeingoodhandsmessyunavoidableprivacyandsecuritywithoutanyhiccupskeepthetone1.Thingscanget______whenyoudon’thavetheinformationacustomerneedsonhand.Gettingacustomertotherightrepresentativeiscrucial,butsoisgettingthemthere__________________.2.Nobodylikesbeingonhold,period.Butasacustomersupportagent,youknowthattherearetimeswhenthisis____________,andmakingsomeonewaitiscrucialtodeliveringaqualitysolution.