跨境电商客户服务英语 课件 Task 28 在线客户服务即时聊天脚本4:关闭即时聊天会话、提供应用内支持、要求评价、要求屏幕分享、客户维系、为错误承担责任_第1页
跨境电商客户服务英语 课件 Task 28 在线客户服务即时聊天脚本4:关闭即时聊天会话、提供应用内支持、要求评价、要求屏幕分享、客户维系、为错误承担责任_第2页
跨境电商客户服务英语 课件 Task 28 在线客户服务即时聊天脚本4:关闭即时聊天会话、提供应用内支持、要求评价、要求屏幕分享、客户维系、为错误承担责任_第3页
跨境电商客户服务英语 课件 Task 28 在线客户服务即时聊天脚本4:关闭即时聊天会话、提供应用内支持、要求评价、要求屏幕分享、客户维系、为错误承担责任_第4页
跨境电商客户服务英语 课件 Task 28 在线客户服务即时聊天脚本4:关闭即时聊天会话、提供应用内支持、要求评价、要求屏幕分享、客户维系、为错误承担责任_第5页
已阅读5页,还剩30页未读 继续免费阅读

下载本文档

版权说明:本文档由用户提供并上传,收益归属内容提供方,若内容存在侵权,请进行举报或认领

文档简介

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

LiveChatScriptsforOnlineCustomerService4:ClosingLiveChatSessions,ProvidingIn-AppSupport,AskingforReview,RequestingScreenSharing,CustomerRetention,andTakingResponsibilityforaMistake1.

ScriptsforClosingLiveChatSessions结束聊天的脚本2.ScriptsforProvidingIn-AppSupport关于提供应用程序协助的脚本3.ScriptsforAskingforReview要求评价的脚本4.ScriptsforRequestingScreenSharing要求屏幕分享的脚本5.ScriptsforCustomerRetention挽留客户的脚本6.ScriptsThatHelpTakingResponsibilityforAMistake承担责任的脚本内容提要【内容提要】本任务重点介绍结束聊天、关于应用程序的协助、要求评价、要求屏幕分享、挽留客户、承担责任六类聊天咨询的重点以及脚本模板。知识目标:理解该六类即时聊天咨询的意义,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。1.ScriptsforClosingLiveChatSessions结束聊天的脚本Similartohowyousayhello,sayinggoodbyeisincrediblyimportant.Customersexpecttheirconversationswiththebrandtocometoanendonapositivenote.Youwantyourcustomertologoffnotonlysatisfiedwiththeirservice,butwithapositiveimpressionofyourbusinessandservice.That’swhyitisessentialfortheoperatorstoremaincourteousduringtheentirechatconversationtomakesurethatnocustomerleavesdissatisfied.Here’showoperatorscanendaconversationwithcustomersforagreatending.UnderstandDetails:1.Sayinggoodbyeisas________assayinghelloinlivechatwithcustomers.A.incredibleB.importantC.impossibleD.interestingKey:B1.ScriptsforClosingLiveChatSessions结束聊天的脚本1.1ScriptsforSayingthank-you以感谢语结束的脚本1.2

Addressingunresponsivecustomers与未应答客户结束聊天的脚本1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供将来联系方式的脚本1.1ScriptsforSayingthank-you以感谢语结束的脚本Thankyouforusingourlivechatservice,andwehopetohearfromyouagain!Goodbye!Thanksforreachingouttous.Hopingtohearfromyouagain!Haveagoodday.Thankyouforusingourlivechatservice.Iamnowclosingthischat.Ifyouhaveanymoreissues,pleasedon’thesitatetoletusknow.Haveagreatday!Thankyouforcontactingourlivechatsupport.Ifyouneedanyfurtherassistance,we’reatyourservice.Haveaniceday!1.1ScriptsforSayingthank-you以感谢语结束的脚本Thankyouforvisiting!Wehopetoseeyouagain!Thanksforstoppingby,wehopetohearfromyouagain!Weappreciateyourbusinessandhopetohearfromyousoon!Thanksforusingour24-hourhelpservice,andpleasefeelfreetocontactusagainifyouneedanyfurtherassistance.Goodbye!1.2Addressingunresponsivecustomers与未应答客户结束聊天的脚本Hello[Customer’sName],areyoustillthere?It’sbeenawhilesinceyourlastresponse.Wouldyouliketocontinuechatting?Hithere?Asitseemslikeyou’renolongerresponding,I’llendthischatsession.Ifyoustillneedanyhelp,feelfreetorequestanewsession.Thanksforreachingouttous.Hello,itseemsthatyou’renolongerresponding.Iwillhavetoclosethechatfornow.Ifyoustillneedmyhelp,youcanrequestachatagain.Thanksforstoppingby.2.“It’sbeenawhilesinceyourlastresponse.Wouldyouliketocontinuechatting?”What’stheoperatordoingbytypinginthisscript?A.Heisclosingthelivechat.B.Heisresumingthelivechat.C.Heisaddressingtheunresponsivecustomer.D.Heissayinggoodbyetothecustomer.Key:C1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供将来联系方式的脚本Foranytypeoffurtherissues,feelfreetocontactusat[InsertE-mailAddress].Ifyouhaveanyfurtherissuesandwouldliketocontactusdirectly,youcanreachusat[InsertE-mailAddress].Ifanymoreproblemsariseandyoucan’taccessourchatline,pleasefeelfreetoe-mailusat[InsertE-mailAddress]orcallourcustomerservicelineat[InsertPhoneNumber].1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供将来联系方式的脚本Ifanewproblemarises,don’thesitatetogetintouchwithus.Youcanalsoreachouttooursupportviae-mail[InsertE-mailAddress]orcallourcustomerserviceline[InsertPhoneNumber].Youcanalsocontactusonsocialmedia[InsertAccounts].Ifyou’dprefer,youcanreachourcustomerservicethrough[Facebook/Twitter/SocialMedia]orviaSMStextmessageat[InsertPhoneNumber]3.What’suseofprovidingalternativecontactoptions?A.Forfutureinquiries.B.Forfurtherrequests.C.Forinstantinquiries.D.Forimmediaterequests.Key:AQ:Whatalternativecontactoptionsdooperatorsusuallyinsertforfutureinquiries?Whatalternativecontactoptionsdooperatorsusuallyinsertforfutureinquiries?

Answer:Emailaddress,phonenumber,socialmediaaccounts.2.ScriptsforProvidingIn-AppSupport关于提供应用程序协助的脚本WhenyouriOSandAndroidAppusersarefacingtroubles,they’dliketoimmediatelyconnectwithyourbrandforsupport.That’sprobablybecausetheyarefacingtroublesusingyourApporsomerecurringerrorishamperingtheirexperiencerepeatedly.Tomanagethissituationadequately,youcanusethefollowingmockchatexamples:Lookingforimmediatesupport?Chatwithmenowtogetinstanttroubleshootingwithus!Hey[Customer’sName]!Gladtoconnect.Wehaveafewtutorialslistedthatmayhelpyouresolveyourissuefaster.3.ScriptsforAskingforReview要求评价的脚本Ifyouwanttogetyourcustomer’sfeedbacktoimproveyourproduct/serviceorcreateapagefortestimonialsonyouronlinestore,youcanusethefollowingcustomerservicescriptexample:Hi[Customer’sName],we’regladtoknowwe’vesolvedyourproblem.Ifyou’rehappywithourcustomerservice,we’dhighlyappreciateyourreviewfor[RelevantProductName].Youcandothisbyvisiting[ReviewPageLink].4.ScriptsforRequestingScreenSharing要求屏幕分享的脚本Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.Unfortunately,it’ssimilartosteppinginsidesomeone’slivingroom—acustomer’swebbrowserisaprivatespacethatmaynotbereadyforvisitors.Butlikeaplumberorelectrician,youneedaccesstoaclient’spersonalspaceinordertofixhisproblem.So,whenyouplantorequestscreensharingaccessfromcustomers,thisishowoperatorsneedtoaskforit.Bepatientwithcustomers,andusethefollowingscriptstoearntheirtrust.screensharing

屏幕分享Wemayneedtousescreensharingtodiagnoseyourissue.Isitokayforustoremotelyaccessyourbrowser?Ineedsomeadditionalinformationtosolvethisissue.Itwouldbeagreathelpifyoucouldshareyourscreenwithme.Isthatokay?We’rehavingalittletroublediagnosingyourissuebasedontheinformationprovided—wouldyoubewillingtoletmeseeyourscreentofigureoutwhat’sgoingon?We’dliketoseetheexactareawhereyouarefacingtroublestocompleteoursign-upprocess.Isitokayforyoutosharethescreenwithme?I’dliketoconfirmifit’sokayforyoutoshareyourscreenwithme.Itwillhelpusproceedsmoothlywiththeformfill-upprocess.4.Whatprocessdooperatorshavetotakewhenadetailedsupportprocessneedstotakeplace?A.screensharingB.co-browsingC.bothAandBD.neitherAnorBKey:C5.ScriptsforCustomerRetention挽留客户的脚本It’sinyourcompany’sbestinteresttokeepasmanyvisitorsasyoucanandmotivatethemtomakeapurchase.Inthisprocess,youcanrelyononeofthescriptslistedbelow:Hellothere,wouldyouliketogettoknowmoreaboutthespecialdiscountedpricesof[ProductsThey’reInterestedin]?Hi,we’rehappytoannouncethatwe’reofferingaspecialtime-limiteddiscounton[Product’sName].Wouldyouliketocheckitout?Itlookslikeyou’reinterestedinsomeofourproductsbutyouhaven’tmadeafinalpurchasesofar.Wouldyoulikemetoshowyouourbestpromotionaloffersrelatedto[RelevantProduct’sName]?

客户维系6.ScriptsThatHelpTakingResponsibilityforAMistake承担责任的脚本Thesescriptsarevitallyimportantastheyshapeyourfuturewithyourcustomersafterthedamageisdone.Tomakesureyou’retalkingtothemtherightway,trysomeofthefollowingideas.[Customer’sName],Ideeplyapologizeforthisinconvenience.Imadeamistakeandshowedyoutheoldpriceofthisproduct.Thecorrectpriceis...[Customer’sName],weaccidentallysentyouthewronginvoice.We’llresenditinamoment,togetherwithaspecialdiscountvouchertomakeupforthisinconvenience.Q:Howcanoperatorsendaconversationwithcustomersforagreatending?Howcanoperatorsendaconversationwithcustomersforagreatending?

Answer:Sayingthankyou;Addressingunresponsivecustomers;Providingalternativecontactoptionsforfutureinquiries;ProvidingIn-Appsupport;Askingforreview;Requestingscreensharing;Makingeffortsincustomerretention;Takingresponsibilityforamistake.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.hampering,logoff,tutorials,courteous,recurringerror,diagnosing,specialdiscountvoucher,detailedsupportprocess,testimonials,sign-up1.Youwantyourcustomertologoffnotonlysatisfiedwiththeirservice,butwithapositiveimpressionofyourbusinessandservice.2.That’swhyitisessentialfortheoperatorstoremaincourteousduringtheentirechatconversationtomakesurethatnocustomerleavesdissatisfied.3.That’sprobablybecausetheyarefacingtroublesusingyourapporsomerecurringerrorishamperingtheirexperiencerepeatedly.4.Hey[CustomerName]!Gladtoconnect.Wehaveafewtutorialslistedthatmayhelpyouresolveyourissuefaster.5.Ifyouwanttogetyourcustomer’sfeedback

toimproveyourproduct/serviceorcreateapagefortestimonialsonyouronlinestore,youcanusethefollowingcustomerservicescriptexample.6.Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.7.We’rehavingalittletroublediagnosingyourissuebasedontheinformationprovided—wouldyoubewillingtoletmeseeyourscreentofigureoutwhat’sgoingon?8.We’dliketoseetheexactareawhereyouarefacingtroublestocompleteoursign-upprocess.Isitokayforyoutosharethescreenwithme?9.[Customername],weaccidentallysentyouthewronginvoice.We’llresenditin

温馨提示

  • 1. 本站所有资源如无特殊说明,都需要本地电脑安装OFFICE2007和PDF阅读器。图纸软件为CAD,CAXA,PROE,UG,SolidWorks等.压缩文件请下载最新的WinRAR软件解压。
  • 2. 本站的文档不包含任何第三方提供的附件图纸等,如果需要附件,请联系上传者。文件的所有权益归上传用户所有。
  • 3. 本站RAR压缩包中若带图纸,网页内容里面会有图纸预览,若没有图纸预览就没有图纸。
  • 4. 未经权益所有人同意不得将文件中的内容挪作商业或盈利用途。
  • 5. 人人文库网仅提供信息存储空间,仅对用户上传内容的表现方式做保护处理,对用户上传分享的文档内容本身不做任何修改或编辑,并不能对任何下载内容负责。
  • 6. 下载文件中如有侵权或不适当内容,请与我们联系,我们立即纠正。
  • 7. 本站不保证下载资源的准确性、安全性和完整性, 同时也不承担用户因使用这些下载资源对自己和他人造成任何形式的伤害或损失。

评论

0/150

提交评论