跨境电商客户服务英语 课件 Task 24 客户服务的即时聊天礼仪;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）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

内容提要1.即时聊天技术性建议2.即时聊天礼仪之行为建议3.即时聊天礼仪之知识建议LiveChatEtiquetteforCustomerService客户服务的即时聊天礼仪【内容提要】对非英语母语的跨境电商客服人员而言，即时聊天咨询无疑是最考验英语语言能力的工作。因此，本章基于国内跨境客服业务相关数据，一共设计21个常见情境，分为6个任务进行讲述。本任务从4个方面，共11条建议聚焦即时聊天的礼仪。知识目标：理解即时聊天礼仪的四大关注，即技术、行为、知识和其他，掌握是否收取取消费用的通用型模板。能力目标：能够在具体即时聊天过程中践行11条礼仪规则。Whydopeoplelovecertainbrands?Alotofthetimesithassomethingtodowiththefriendlinessoftheircustomerservicesdepartment.Delightedcustomers,whoreceiveconsistentandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheevangelistsforthebrand.Oneofthemanychannelsforofferingcustomersupportthesedaysisalivechatsoftware.导入

Customersatisfactioninalivechatreliesonseveralfactorsincludingsoftskillsofcommunicationandimpeccablechatetiquettes.Why,etiquettes?Thereasonissimple.Everyonelovesetiquettes.Weallfollowsomesortofetiquette,whetheritisofficeetiquette,dinnertableetiquetteorevenphoneetiquette.So,whynotfollowacustomerserviceetiquettetoo?Areyoukeenonprovidingexcellentcustomersupportwithyourchattool?Thenmakesureyoursupportteamfollowsthesechatetiquettestostandout.Words&Expressionsetiquetten.

（社会或行业中的)礼仪；礼节delightedadj.高兴的；愉悦的；快乐的consistentadj.连续的；持续的assetn.有价值的人（或事物）；资产；财产evangelistn.福音传教士；（文中比喻品牌的死忠粉）livechatsoftware即时聊天软件impeccableadj.无错误的；无瑕疵的；完美的Emojisn.表情符号LivechatLiveChatEtiquettes:TechnicalTips即时聊天礼仪之技术性建议阅读

Hereisalistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseam-lessconversationwithlivechat.1.1Useemojis

使用表情符号Wanttobuildapersonalrapportwithyourvisitors?Useemojis.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.Emojiscancreateamorepositiveexperience,aslongastheyareusedstrategically.Emoji:表情符号Conversationscangetalittleroboticifthevisitoronlygetstoseetextinthechatbox.Inshort,textconversationsgivetheimpressiontothevisitorthatabotismanagingtheirquestionontheotherside.Understandthis,facialexpressionsareverymuchapartoftheconversation.Theyletyouknowwheretheconversationisheadingtowards.Andthough,livechatdoesallowyoutheface-to-faceconversationoptionwithvideochat,thefrstpointofcontactwouldbemessaging.Soratherthanwritinglengthytextmessagestoyourwebsitevisitorsinthechatbox,makesureyouaddasmileortwotoaddapersonaltouchtotheconversation.1.2AvoidUsingEllipses切勿使用省略号Whenavisitorapproachesyourbrandwithaquestion,thelastthingtheywouldexpectyouroperatorstobeisunsure.Andwhilewewanttoaddaconversationaltonetothechattakingplace,itwouldn’tbeasmartideatouseellipses.Manyofyoumusthavenoticedthattheuseofellipses(thethreedotsattheendofasen-tence)isbecomingcommoninarticles,andevenduringlivechatconversations.Nodoubt,itsusepromptsthereaderoravisitorinchattothinkaboutmorepossibilities.Questionis,dovisitorswantanaffirmativeanswerormorepossibilitiestogetfurtherconfused?Knowthis,addingellipsesmaybringaconversationaltonetoanongoingchat,butitalsoshowsthat:

Eithertheoperatorisindicatingtowardsmorepossibilities

Orisn’tsureaboutwhattosuggestthevisitorfurtherNoonewouldliketobefurtherconfusedwhengettinghelp.Instead,visitorswouldpreferto-the-pointanddirectanswerstotheirquestionsthathelpthemarriveataconclusionandmakeaninformeddecision.Words&Expressions1.Ellipsesn.省略号promptv.促使;激起possibilityn.可能；可能性affirmativeanswer肯定的回答ongoingadj.持续下去的；一直进行的1.3Avoidgrammar,spelling,andpunctuationerrors

避免语法、拼写、标点等错误Tobuildaconversationalexperienceforyourvisitormaybeyourultimategoal,andwhynot—theyloveit!Except,shouldyoumakeerrorsintentionallywhilehavingaconversationwiththemusinglivechat?Youshouldavoidmakinggrammar,spelling,andpunctuationerrorswhenhavingacon-versationwithvisitorsonlivechat.Makesurethattheoperatorshandlingchatmakeuseofcorrectgrammar,spelling,andpunctuationswhilespeakingtoawebsitevisitor,irrespectiveofthelanguage.Anagentusingbadgram-marorwrongspellingsendsoutasignalthatyoudon’tvalueyourcustomersenoughandalsomakesyoulookunprofessional.Also,achatoperatorshouldavoidusingtheinternetlanguage(forexample,wordssuchas“LOL”or“BRB”)orshorthandtyping.Onecanuseanexclamationmarktoshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohavemultiplepunctuationsmarksstringedtogether(forexample:“????!!!!”).Words&Expressions1.punctuationn.标点符号;标点符号用法intentionallyadv.故意地;有意地chatoperator(s)聊天运营商shorthandtyping速记打字exclamationmark感叹号2.LiveChatEtiquettes:BehavioralTips即时聊天礼仪之行为建议Hereisalistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience.2.1:BePatient

耐心Whilechattingwithawebsitevisitor,takeintoconsiderationthefactthatforsomepeopleitcanbeslightlydifficulttoexpressthemselves.Also,attimes,theresponsesmaytakelongerasthepersoncouldbeattendingtomorethanonetaskatthesametime.

Remembertobepatientandavoidinterruptingthemwhiletheytaketheirtimetosubmitaresponse.2.2:KeepNegativeorBadAttitudeonHold控制负面情绪和恶劣态度Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeingsarcasticatalltimes.Ifthevisitorsaysorofferstodiscussanysensitiveissue,refrainfromgettingpulledintotheconversationandsticktodoingyourjob.Remember,youareaspokespersonforyourcompanyandnomatterwhatkindofdayyou’rehaving,it’syourresponsibilitytobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutlosingtemperyourself.2.3:BeEmpathetic

换位思考Chatsupportoperatorsneedtobewillingtobeempatheticwiththecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibletoresolvetheirqueriesorconcerns.

Words&Expressions1.

irateadj.极其愤怒的；暴怒的sarcasticadj.讽刺的；嘲讽的；挖苦的sensitiveadj.敏感的；过敏的losetemper发脾气；发火empatheticadj.同感的3.LiveChatEtiquettes:KnowledgeTips即时聊天礼仪之知识建议Hereisalistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free.BeOffer-Aware出言谨慎Youhavetobeabsolutelycertainofwhatyouaregoingtosayaboutyourproductsorservices.Notbeingabletoanswerkeyquestionsrelatedtotheproduct/serviceorofferingmisleading/confusinganswersisnotonlyasurewaytolosecustomersbutitalsoleavespeopleunimpressed.3.2:KnowYourResources

清楚告知买家解决方案Understandthis,thecustomersexpectyouroperatorstoknowitall.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwheretoredirecttheissuesothatinstantresolutionlookslikeanachievablegoal.That’swhyyouneedtomakesurethattheoperatorsaretrainedinawaythatprovidinggoodcustomerservice

experienceneverfeelslikeadistantdream.Operatorstellingyourcustomerswheretoheadnextwouldallowthemtomakeinformeddecisions,thushelpingyouimprovesalesfurther.4.LiveChatEtiquettes:

OthersTips即时聊天礼仪之其它建议Besidestheabove-mentionedtips,wehaveothersuggestionstoothatwillhelpyouboostcustomersatisfactionhassle-free.Let’stakealookatthembelow.4.1:It’sAllAboutSpeed速度即一切Keepyourmessagesshortandsweet.

Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush!4.2:AlwaysEndYourChatsOnAHigh务必以积极姿态结束聊天Don’tendachatrightafterresolvingtheissue.Therearesomeend-of-the-chatprotocolsthatneedtobefollowedtoconcludethechatleavingthevisitorfeelinggoodaboutthewholeconversation.Fewofthethingsthatyoucando:Thankthevisitorforthetimehe/shetooktodiscusstheirissuewithyou.Confirmwiththevisitoriftheissuewasresolvedtotheirsatisfactionandifthere’sanythingelsetheyneedassistancewith.Wishthemagooddayaheadbeforeyoubidadieu.

Words&Expressions1.hassle-freeadj.不麻烦的offer-awareadj.出言谨慎的3.resourcesn.资源

4.redirectv.改寄：改变投递方向5.achievableadj.可完成的6.beataroundthebush旁敲侧击；说话绕圈子Jargonscustomerservicedepartment客户服务部门customersupport用户支持ultimategoal最终目标;终极目标internetlanguage网络语言behavioraltips行为技巧instantresolution即时解决end-of-the-chatprotocol结束聊天礼仪

练习

AFTERYOUREADA.UnderstandMainIdeas:1.Canyoumakealistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseamlessconversationwithlivechat?

Suggestedanswer:UseEmojis;avoidusingEllipses;avoidgrammar,spellingandpunctuationerrors;avoidCapsLock;2.Canyoumakealistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience?Suggestedanswer:Bepatient;keepnegativeorbadattitudeonhold;beempathetic3.Canyoumakealistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free?4.Whatothertipsforlivechatetiquettecouldyougive?Suggestedanswer:Beoffer-aware;knowyourresourcesSuggestedanswer:It’sallaboutspeed.Alwaysendyourchatsonahigh.练习

B.UnderstandDetails:1.Accordingtothepassage,customersatisfactioninalivechatreliesonseveralfactorsincluding_________and_________.A.strongsoftwaresupport,promptresponsesB.strongplatformsupport,effectiveresponsesC.softskillsofmarketing,impeccablecommunicationetiquettesD.softskillsofcommunication,impeccablechatetiquettes2.Whatdohelpyoubuildapersonalrapportwithandaddapersonaltouchtotheconversationatlivechat?A.picturesB.textmessagesC.EmojisD.alltheabove3.Using_________intheconversationatlivechatmaycauseyourcustomer’sfurtherconfusion.A.EmojisB.EllipsesC.questionsD.alltheabove4.Usingbadgrammar,spellingandpunctuationsinconversationswithvisitorsonlivechatmakesyoulook_________.A.unprofessionalB.impoliteC.carelessD.inattentive

5.Lettersorsentenceswritteninall-capscangiveavisitortheimpressionthatyouroperatorsareshoutingatthem.Butwhatinall-capscanbeused?A.productprofileB.theInternetlanguageC.abbreviationsofalltermsD.abbreviationsofkeyterms6.Whatshouldaqualifiedoperatorrespondifthevisitorsaysorofferstodiscussanysensitiveissues?A.refrainfromgettingpulledintotheconversationB.sticktodoingyourjobC.keepyournegativeattitudeonholdD.alltheabove

7.Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush.Whichmeaningofthefollowingadjectivesissimilartotheexpressioninitalics?A.straightB.directC.ambiguousD.distractedC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.sarcastic,end-of-the-chatprotocols,responsibility,redirect,headingtowards,delighted,facialexpressions,multiplepunctuationsmarks,consistent,exclamationmark,evangelists,interrupting,spokesperson,instantresolution,empathetic,responsibility,resolve,affirmative

1.customers,whoreceiveandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheforthebrand.2.Understandthis,

areverymuchapartoftheconversation.Theyletyouknowwheretheconversationis

3.Questionis,dovisitorswantananswerormorepossibilitiestogetfurtherconfused?Delightedconsistentevangelistsfacialexpressionsheadingtowards.affirmative4.Onecanusean

toshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohave

stringedtogether.

5.Remembertobepatientandavoid

themwhiletheytaketheirtimetosubmitaresponse.

6.Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeing

atalltimes.

7.Remember,youarea

foryourcompanyandnomatterwhatkindofdayyou’rehaving,it’syour

tobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutexclamationmarkmultiplepunctuationsmarksinterruptingsarcasticspokespersonresponsibilityLosingtemperyourself.8.Chatsupportoperatorsneedtobewillingtobe

withthecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibleto

theirqueriesorconcerns.

9.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwhereto

theissuesothat

lookslikeanachievablegoal.

10.Don’tendachatrightafterresolvingtheissue.Therearesomethatneedtobefollowedtoconcludethechatleavingthevisitorfeeling

goodaboutthewholeconversation.empatheticresolveredirectInstantresolutionend-of-the-chatprotocolsD.BuildYourSentencePutthefollowingsentencesintoEnglish.得到始终如一，且令人满意客户服务的买家自然心情舒畅，他们正是任何生意宝贵资产，并且常常成为品牌的死

忠粉。(consistentandsatisfyingcustomerservice)

2.一些人可能会感到惊讶，但表情符确实可以给即时聊天怎家个人风格。(personaltouch)

3.当我们给正在进行中的聊天加入交谈性口吻时，使用省略号绝不是一个好主意。(conversationaltone)4.在与访客进行即时聊天时，你应当尽量避免语法、拼写、标点错误。(avoidmakingerror)5.切记，你是公司的发言人，无论你当天经历了什么，你有责任做到体贴热心。(spokesperson)6.集中精力尽可能地提供关联信息，而不是说话绕圈子。(relevantinformation)SuggestedAnswer:1.Delightedcustomers,whoreceiveconsistentandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheevangelistsforthebrand.2.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.3.Andwhilewewanttoaddaconversationaltonetothechattakingplace,itwouldn’tbeasmartideatouseellipses.4.Youshouldavoidmakinggrammar,spelling,andpunctuationerrorswhenhavingaconversationwithvisitorsonlivechat.5.Remember,youareaspokespersonforyourcompanyandnomatterwhatkindofdayyou’rehaving,it’syourresponsibilitytobekindandhelpful.6.Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush!

跨境电商客户服务英语（第一版）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.