跨境电商客户服务英语 课件 Task 10 发货延误.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

HowtoHandleShippingDelays发货延误内容提要1.TheGuidelineforHandlingShippingDelays处理发货延误的基本准则2.Email-WritingTips:Step-by-stepGuide电子邮件写作技巧：分步指南3.ShippingDelaysE-mailTemplates延误发货电邮模板

【内容提要】关于发货延误的电邮/站内信，是跨境电商客服工作重心之一。本任务介绍了应对延误发货的五大基本准则，以及五种情况下的电邮/站内信模板，以协助客服人员处理跨境电商客服工作中最常见又最棘手的发货延误问题。知识目标：理解处理发货延误的五大准则，掌握相关常用术语和基本句型。能力目标：通过模板学习，能够遵循坦诚道歉、不推诿解释问题、说明处理措施、表达关切四大步骤书写发货通知。

Aredelaysbyyourshippingpartnergettingonyournerves?Areyourcustomersgettingmadatyoufordelayedshipments?Doyoufeelhelplessaboutasituationthat’swayoutofyourcontrol?Beforeyougothroughyoursolutions,youneedtounderstandonebasicidea.Ashippingdelay(运输延误)isalwaysacostforyou.Youwillhavetospendtimeandmoneytocoverupthedamages.So,whiletryingtohandlethedelayedshipments,alsoworkonmethodstoavoidsuchcircumstancesinthefuture.

shippingdelay(运输延误)Shippingdelayscandamageretailbrands’reputationsandreducecustomertrust.Whiledelaysarethelastthinganyretailerwantstoface,sometimesthey’reunavoidable.

A.UnderstandMainIdeas:1.What’stheguidelineforhandlingshippingdelays?Answer:Behonestandspendyourtimetohandletheissue.Actfirstandfast.Beintouch,follow-upthewholeprocess.Sharethecontrolofthesituationwithyourcustomer.Cover-upwithoffers.

B.UnderstandDetails:1.Whatsthebasicideaofashippingdelay?A.Itstheshippingcompanysfaultratherthanyours.B.Itsalwaysacostforyou.C.Asthesupplier,youhavetomakesomeexcusesforthedelay.D.It’salwaysacostforyourcustomers.Key:B

TheGuidelineforHandlingShippingDelaysBehonestandspendyourtimetohandlethe