跨境电商客户服务英语 课件 Task 9 发货通知.pptx

跨境电商客户服务英语（第一版）张康徐俊凌/编著

导论目录Contents第一章售前服务电子商务客户服务渠道与客服咨询模板任务1产品描述要点、案例与模板任务7拒绝买家的折扣要求任务2欢迎词、问候语类电邮的书写任务3产品信息咨询任务5如何书写催促付款电邮任务6接受买家的折扣要求任务4关于价格、折扣、促销、付款方式、运费和关税咨询

目录Contents第二章售中服务任务8订单确认函任务14订单取消确认函任务9发货通知任务10发货延误任务12修改发货地址要求任务13发货过程中常见问题的处理：错发、丢件、货物破损任务11关于发货、到货时间的咨询

HowtoWriteShippingConfirmationE-mails发货通知内容提要1.EssentialsPartsofConfirmationE-mailsandExamples发货通知的必要组成和案例2.ShippingConfirmationE-mailTemplates发货通知模板

【内容提要】发货通知是售中客服工作的本职任务，本任务通过介绍发货通知的组成部分、典型案例与分析、模板等，协助学习者改进电邮/站内信的书写质量，从而提升消费体验，增加销售量。知识目标：理解发货通知的几大基本信息要素和提升客户体验重要事项，掌握常用术语和基本句型。能力目标：通过案例分析和模板学习，能够书写符合要求的发货通知。

Shippingandorderconfirmatione-mailsaretwotransactionale-mailsthattraditionallydon’tgetalotofattentionfromamarketingstandpoint.Butbyincludingafewbasiccomponentsandaddingalittlecreativity,thesee-mailscanhelpbuildcustomerloyalty(客户忠诚度),improvethepost-purchaseexperience(购买后的体验),andestablishauniquevoiceforyourbrand.Herearesometipstotakeyourshippingconfirmatione-mailstothenextlevelandgetthemostoutofthosehighopenrates:

customerloyalty(客户忠诚度)

post-purchaseexperience(购买后的体验)Thesimplestdefinitionforpost-purchasecustomerexperienceishowyoutreatacustomerafterpurchasingaproductorservicefromyou.

A.UnderstandMainIdeas:1.WhataretheessentialpartsofConfirmationEmails?Answer:Includeatrackinglink;includeproductandshippingdetails;providesupportresources;highlighttheestimateddeliverydate;suggestcomplementaryproducts.

B.UnderstandDetails:1.Whatdoesashippingconfirmationemailhelpifitincludesafewbasiccomponentandaddsalittlecreativityintoit?A.buildcustomerloyaltyB.improvepost-purchaseexperienceC.establishauniquevoiceforthebrandD.AlltheaboveKey:D

EssentialsPartsofConfirmationE-mailsandExamplesIncludeatrackinglinkAtrackinglinkisthemostimportantcomponentofashippingconfirmat