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;Task 29 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、告知客户情况进展、应付发怒客户、不了解情况、同时接受多个咨询

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

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’llresenditinamoment,togetherwithaspecialdiscountvouchertomakeupforthisinconvenience.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.感谢使用我们的即时聊天服务。现在我就要关闭该聊天对话。如果您还有其他问题，敬请联系我们。祝您生活愉快！(hesitateto)Thankyouforusingourlivechatservice.Iamnowclosingthischat.Ifyouhaveanymoreissues,pleasedon’thesitatetoletusknow.Haveagreatday!2.您好，好像您没有回应哦。我现在要关闭该聊天对话了。如果您还需要什么帮助，您可以在此发起聊天请求。感谢关顾！(stopby)Hello,itseemsthatyou’renolongerresponding.Iwillhavetoclosethechatfornow.Ifyoustillneedmyhelp,youcanrequestachatagain.Thanksforstoppingby.3.当需要具体协助处理时，客服人员不得不进行屏幕分享和协同浏览两个不同的操作。(detailedsupportprocess)Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.4.挽留尽可能多的访客，并鼓励他们购买，是符合你们公司的最大利益。(incompany’sbestinterest)It’sinyourcompany’sbestinteresttokeepasmanyvisitorsasyoucanandmotivatethemtomakeapurchase.5.我为此次不便深表歉意。我不小心向您展示的是该产品以前的价格。(apologizeforthisinconvenience)Ideeplyapologizeforthisinconvenience.Imadeamistakeandshowedyoutheoldpriceofthisproduct.

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

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.knowledgebaseoutofstockcollaborationexpertinputsmul