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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
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