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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
LiveChatScriptsforOnlineCustomerService5:ScriptforSayingNo,DeclineDiscountRequest,TakeFollow-Ups,KeepingCustomersInformed,HandleAngryCustomers,SayIDon’tKnow,andHandleSeveralClientsSimultaneously.在线客户服务即时聊天脚本5:拒绝客户、拒绝折扣要求、继续交谈、告知情况进展、应付发怒客户、不了解情况、同时接受多个咨询内容提要:1.拒绝客户的通用脚本2.拒绝折扣要求脚本3.与客户继续交谈的脚本4.告知客户情况进展的脚本5.应付发怒客户的脚本6.告知客户自己不了解情况的脚本7.同时接受多个客户咨询的脚本【内容提要】本节重点介绍拒绝客户、拒绝折扣要求(由价格中心向产品中心转移,由产品中心向价值中心转移)、继续交谈、告知情况进展、应付发怒客户、不了解情况、同时接受多个咨询六类聊天咨询的重点以及脚本模板。。知识目标:理解该七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,选择恰当聊天模版,以及熟练灵活运用已有模版。ScriptsforSayingNo拒绝客户的脚本Thecustomerisalwaysright.However,sometimesyousimplyneedtodisagree.Howtodosowhileatthesametimeminimizingtheirfrustrationsasmuchaspossible?Well,tryusingoneofthescriptslistedbelow.I’msorry,wecan’tdothisatthemoment.Wouldyoulikeustoinformyouwhenthisoptionbecomesavailable?1.ScriptsforSayingNo拒绝客户的脚本Unfortunately,youcan’tbuythisproductanymoreasit’soutofstockandit’sdiscontinued.Wouldyoulikemetoshowyousomealternatives?2.ChatScriptstoDeclineDiscountRequest拒绝折扣要求脚本Hey[CustomerName],Thanksforinquiringaboutourproduct.Beforewetalkprice,let’smakesureourproductisagoodfitforyou.2.1bytransitionfromprice-focustoproduct-focus由价格中心向产品中心转移Whydon’tyousignupforourfreetrialandgiveitago?Ifyoulikewhatyousee,Ibetwecanfindapricethatmakesbothofushappy.Soundfair?[CustomerName],Iappreciateyourinterestinourproduct,butIcan’tgiveyouthatdiscount.Iunderstandyourposition,butourpriorityisbeingvaluable.Itwouldn’tbefairtoofferyouadiscountwhiletherestofouruserspayfullprice.Ifyoueverchangeyourmind,I’dlovetohaveyouasacustomer.Butuntilthen,Ididsomeresearchandfoundafewaffordablealternativesforyou.”[CustomerName],Iunderstandyourposition,andIwanttobesensitivetoit.ButIfeellikethere’ssomethingelsegoingon.Tellmethis:Doyoulovetheproduct?2.2byTransitionfromproduct-focustovalue-focus
通过由产品中心向价值中心转移Doyoufeelit’sworththeprice?Orareweovercharging?Okay,thenatwhatpricewouldyoubewillingtobuy?[CustomerName],I’msorry!Webelievethatourproduct/serviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.Anytime.Ifyoueverchangeyourmind,I’dlovetohaveyouasacustomer.3.ScriptforTakingFollow-Ups与客户继续交谈的脚本Afterreceivinganawesomesupportexperience,yourcustomerswouldlikelyrevisityourwebsite.Thattime,youroperatorscantakefollow-upsfromthecustomertoensurethattheyhadagreatexperiencewiththem.Followingareafewexamplesyoucanrefertowhensendingthemfollow-upmessagestocustomersviayourlivechatsoftware.Hi[CustomerName]!It’sgreattoseeyouback.Wehopethatyouaren’tfacingthesameissuenow.Letusknowifyouneedanyhelp.3.ScriptforTakingFollow-Ups与客户继续交谈的脚本Hey[CustomerName]!Wewerewonderingtocatchupandaskifyou’vebeenfacinganysimilarissueslately.Ifnot,thenpleaseignorethismessage.It’sgoodtoseeyouback!4.ScriptforKeepingCustomersInformed告知客户情况进展的脚本Ifyourcustomersarewaitingforyoutosolveaproblemthey’reexperiencingandyoudon’thaveasolutionyet,youshouldstillgetintouchwiththemtoexplainthesituationindetail.Usually,youcanuseascriptlikethese:Hi[CustomerName],Ijustwantedtoinformyouthatwe’restilltryingtofixtheissueyou’reexperiencing.4.ScriptforforKeepingCustomersInformed告知客户情况进展的脚本Weapologizefortheinconvenienceandwe’llletyouknowassoonaswehaveitresolved.Thankyouforyourpatience.We’llletyouknowassoonasweeliminatethemalfunction.Hello[CustomerName].We’resorrytohavekeptyouwaiting.We’restillworkingonresolvingyourissue.Hopefully,itwillbedonewithin[estimatedtimeperiod].5.ScriptsforHandlingAngryCustomers应付发怒客户的脚本Therearetimeswhenthechatoperatorscancomeacrossangryorirritatedcustomerswhowouldrequireimmediateanswers.Theywouldturnouttobereallyimpatientandwouldhearyououtonasingleexcuse.Sothequestionishowtohandlesuchangrycustomerswithlivechatscripts.Hereareafewscriptexamplesyoucanrefertowhenmanagingiratecustomers:Iseethatourproducthascausedinconvenienceforyou.Letmemakesurethatourteamfindsadefinitesolutionsothatyourexperiencedoesn’tgethampered.5.ScriptsforHandlingAngryCustomers应付发怒客户的脚本Yourconcernsarecompletelyjustifiedandthereisnowaywecanignorethispressingmatterathand.Givemesometocomebacktoyouwithadefinitivesolution.6.ScriptsforSaying“IDon’tKnow”告知客户自己不了解情况的脚本Whileyouragentsmaybeequippedwithanamazingknowledgebaseandhaveexcellentmutualcollaboration,sometimes,theystillmaynotknowwhattodo.Butthat’snotareasonforthemtofallshortofwordswhiledealingwithcustomers.So,herearesomeconvenientscriptsyoucanrelyon:Thatisaninterestingquestionandneedsexpertinputs.Letmecheckitwithmymanagerrightaway.6.ScriptsforSaying“IDon’tKnow”告知客户自己不了解情况的脚本I’msorrybutI’mnotsureifIcanhelpwiththat.WouldyouholdonforamomentsothatIcancontactmysupervisor?Sorry,Idon’thavethatinformationatthismoment.Wouldyoumindsharingyouremail/phonenumberwithmesothatwecangetbacktoyouwithanaccuratereply?7.ScriptsforHandlingSeveralClientsSimultaneously同时接受多个客户咨询的脚本Livechatsoftwareisknownforincreasingagents’efficiency,asitletsthemdealwithseveralrequestsatthesametime.However,sometimes,thingsmaygetprettydifficult,especiallyifalargernumberofcustomersfacecomplexissues.Andnobodywillbehappytohearyou’rehavingabreakfromthemtodealwithotherpeople’srequests.So,let’scheckwhichscriptstousetohandlealltheserequestswisely:[CustomerName],I’msorryforthisdelay.I’mcheckingyouraccountdetails,canIputyouonholdwhileIpullouttherelateddata.I’llbewithyouinaminute.7.ScriptsforHandlingSeveralClientsSimultaneously同时接受多个客户咨询的脚本[CustomerName],wouldyoupleasebearwithmeforacoupleofminutes?Ihavetoreviewyourtransactionhistory.SummingUp:ImprovingCustomerServicewithLiveChatScripts小结:如何改进客户服务的即时聊天脚本Asyoucansee,withalltheavailablecustomerservicescriptscoveringdifferentphasesofcommunicationbetweenagentsandcustomers,businessestodaygettocommunicatewithsignificantlyincreasedefficiency.Introducinglivechatscripttemplatestoyoursupportsystem,you’repracticallyequippingyouragentswellinadvanceforalltypesofsituations.Itisaperfectexampleofproactivemanagement.Consequently,yourbusinesscangetmultiplebenefitslikeimprovedqualityofcommunication,thepossibilityofhandlingmultiplesimultaneousrequests,enhancecustomersupport,delightedcustomers,etc.Accordingly,helpingyouimproveyourlivechatsupportsystem,livechatscriptsmakeapositiveimpactnotonlyonyourindividualchatsessionsbutalsoonyouroverallcustomersatisfactionandloyalty.Therefore,theyalsopositivelyaffectyourgeneralbusinessperformance,takingyourbrandreputationtoahigherlevel.Words&Expressionsfollow-upsn.后续(行动)minimizev.最小化
discontinuedadj.中止的;停止的estimatedtimeperiod预估时间段eliminatev.消除malfunctionn.失灵;出故障irritatedcustomer暴怒的顾客knowledgebase知识库Words&Expressionsmutualcollaboration相互协同accuratereply明确答复proactivemanagement主动管理multiplebenefits多种益处A.UnderstandMainIdeasAFTERYOUREADCanyounotedownallthecustomerservicesmentionedinthistask?Sayingno;takingfollow-ups;keepingcustomersinformed;handlingangrycustomers;sayingIdon’tknow;handlingseveralclientssimultaneouslyB.UnderstandDetailsAFTERYOUREAD1.Youhaveto___________yourcustomer’sfrustrationsasmuchaspossiblewhenyousimplyneedtodisagreewiththem.A.ReduceB.eliminateC.MinimizeD.ignore2.Afterreceivinga(an)________supportexperience,yourcustomerswouldlikelyrevisityourwebsite.A.QuickB.urgentC.AwesomeD.fast3.“Thatisaninterestingquestionandneedsexpertinputs.Letmecheckitwithmymanagerrightaway.”What’stheoperatordoingbytypinginthisscript?A.Heishandlingirritatedcustomers.B.Heissaying“Idon’tknow.”C.Heiskeepingcustomerinformed.D.Heisbehavingunprofessionally.C.BuildYourVocabularyAFTERYOUREADFillouttheblanketswiththewordsandphrasesbelow.knowledgebaseoutofstockcollaborationexpertinputsmultiplebenefitsDiscontinuedjustifiedfallshortofwordsignore1.Unfortunately,youcan’tbuythisproductanymoreasit’s________andit’s_________.Wouldyoulikemetoshowyousomealternatives?2.Yourconcernsarecompletely_________andthereisnowaywecan_________thispressingmatterathand.Givemesometocomebacktoyouwithadefinitivesolution.3.Whileyouragentsmaybeequippedwithanamazing___________andhaveexcellentmutual_________,sometimes,theystillmaynotknowwhattodo.Butthat’snotareasonforthemto______________whiledealingwithcustomers.4.Thatisaninterestingquestionandneeds__________.Letmecheckitwithmymanagerrightaway.5.Consequently,yourbusinesscanget______________likeimprovedqualityofcommunication,thepossibilityofhandlingmultiplesimultaneousrequests,enhancecustomersupport,delightedcustomers,etc.outofstockdiscontinuedjustifiedignoreknowledgebasecollaborationfallshortofwordsexpertinputsmultiplebenefitsD.BuildYourSentenceAFTERYOUREADPutthefollowingsentencesintoEnglish.不幸的是,由于该产品已经没有库存并已停产,您已无法购买
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