如何回复客户邮件

如何回复客户邮件,目录,一.又爱又恨的电子邮件,二.电子邮件制胜十法则,三.如何回复邮件案例,THEGOODANDTHEBADOFE-MAIL,电子邮件的好处及利弊,我们为什么喜欢它？我们为什么讨厌他？,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,1语句表达过时2过多使用冗长的表达法3要多用主动语态4注意标点符号的使用5太多客套,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,1你是从古代穿越过来的吗？,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,1你是从古代穿越过来的吗？,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,2Somanylong-windedexpressions过多使用冗长的表达法。,KISS原则KeepItShortandSimple.使用像“buy”、“try”、“start”和“end”这样的短词，而不要用“purchase”、“endeavour”、“commence”、“terminate”。,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,3Letsgetmoreactive要多用主动语态。,不要说：要说,Arrangementshavebeenmadeforarepeatordertobede-spatchedtoyouimmediately.TheseminarwillbeconductedbyAdrian.Thecauseofyourcomplainthasbeeninvestigated.,Ihavearrangedforarepeatordertobesenttoyoutoday.Adrianwillconducttheseminar.Ihavelookedintothismatter.,THEWEAKESTLINKSINYOURE-MAIL,电子邮件中的最薄弱环节,4ColonsColonsColons冒号冒号冒号。,Date:12JanuaryTime:9:00Venue:SheratonTowershotelDate12JanuaryTime9:00VenueSheratonTowershotel,THEWEAKESTLINKSINYOURE-MAIL,商务写作中的最薄弱环节,5Thankyou!谢谢你！,使用自然文体，就仿佛在交谈，而不要使用那些已经存在论数十年的枯燥的套话。,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,1RememberyourABC记住你的ABC2Becourteousandconsiderate礼节周到3Useappropriatetone使用恰当的语气4Writenaturallyandsincerely自然而然真诚的写作5RemembertheKISSprinciple牢记KISS原则6Usemodernterminology使用现代语句7CCtothewholeworld抄送给全世界8Vaguesubjectline模糊的主题行9Useactivenotpassivevoice用主动语态，不用被动语态10ComposeCLEARcommunications用“CLEAR”手法撰写文书,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,1RememberyourABC记住你的ABC,Accurate(准确)Brief（简洁）Clear（清晰）,认真核对实施准确涵盖所有相关细节细致校队,保持句子简短使用简单的表达法使用非专业性语言,使用简单、明了的语言用轻松、自然地风格撰写不要拘泥礼仪或过分亲昵,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,2Becourteousandconsiderate礼节周到,问候语礼节、呼应（第一封信DearMr/Ms分清男女，之后关系好了再Hi,brother/friend）。立即回复所有信件。即使不能立即回答客户问题，你也要发邮件告诉客户你会很快给予相近慎重的答案。今天的今天一定要回。香港、台湾、韩国2个小时内回复。印度11点之前回复。中东下午1点前。澳大利亚收到后马上回。欧洲下午三点前一定要回。美国下班前回（根据各国的时差和工作习惯统计）。重点突出，意思明确。牢记3R原则。引导你的读者（Reader）给予你期望的答案（Response）否则你永远不能确定是否会得到你希望的结果（Result）落款要有完整称呼。落款有公司标识以及详细联系资料。,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,DearJagtap,Howareyou?ThisisCarrie,colleagueofAlina.Thanksforyourinquiry,wehavesomequestionstoconfirmwithyou.1.Thematerialforthebeltisfusedaluminazirconiawith4tpye:40#,60#,80#,120#whichtypedoyouneed?2.BOSCHGWS5-100haslittledifferentfromwhatyouhaveseenitonfactory.Atlast,happyNewYearinadvance.Bestregards,CarrieYantaiSanmonMachineryEquipmentsCo.,Ltd.A:Room1306,No.462SouthQingnianRoad,ZhifuDistrict,264000,Shandong,ChinaT：00865356656652|F:00865356527199|M:008618561088021|Skype:carriezhang0100W:|E:carrie,有称呼，有问候,有自我介绍,使用1,2清楚明确,公司信息明确,温馨的节日祝福,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,令人不舒服的主题行,措辞即无理又生硬,过时说法,结尾很无礼，“staffs”一词不加“s”,结尾处不能偷懒,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,3Useappropriatetone使用恰当的语气,不要说要说,Wecannotdoanythingaboutyourproblem.Thisproblemwouldnothavehappenedifyouhadconnectedthewirespropertly.YourTVsguaranteeisup,soyouwillhavetopayforittofixed.,Unfortunatelyweareunabletohelpyouonthisoccasion.Theproblemmayberesolvedbyconnectingthewiresasshowninthehandbook.YourTVsguaranteehasended,sounfortunatelyyoumustbearthecostofanyrepairs.,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,3Useappropriatetone使用恰当的语气,一下表达法在商务写作中要避免使用：Yourfailuretoreply.Youdidnotsee.Wemustinsist.Youshouldnotexpectto.Yourrefusaltoco-operate.Youhaveignored.Thisisnotourfault.Icanassureyou.Youfailedto.Ihavereceivedyourcomplaint.,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,4Writenaturallyandsincerely自然而然真诚的写作,不要说要说,Ihavepleasureininformingyou.Ishouldbegreatfulifyouwouldbegoodenoughtoadviseus.PleasereverttoussoonestWedonotanticipateanyincreaseinprices.Pleasefavouruswithaprommptreply.,Iampleasedtotellyou.Pleaseletmeknow.Ihopetohearfromyousoon.Wedonotexpectpricestorise.Ihopetohearfromyousoon.,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,5RemembertheKISSprinciple牢记KISS原则,有人对人们对不同长度句子的理解程度做过调查：,95,75,4,7-10个单词,15-20个单词,27个单词或更多,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,5RemembertheKISSprinciple牢记KISS原则,KISS的意思地用短词而不是长词或者复杂的词不要说要说,commenceregardingpurchaseutilizerequireendeavour,attemptterminatestateexpediteadvise,informvisualisedespatchassist,startaboutbuyuseneedtryendsayhurry,speeduptellseesendhelp,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,5RemembertheKISSprinciple牢记KISS原则,KISS的意思能用单词表达就不要用短语不要说要说,Ishouldbegladifyouwouldintheeventthatatthepresentmomentintimeintheverynearfuturewewouldliketoaskyou,pleaseifnowlaterplease,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,5RemembertheKISSprinciple牢记KISS原则,要避免使用下列短语：IhavenoticedthatIthascometomyattentionthatIampleasedtoinformyouthatIamwritingtoletyouknowthatImustinformyouthatPleasebeinformedthatPleasebeadvisedthatThankyouinanticipationThankyouandregardsKindestregards,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,6Usemodernterminology使用现代语句,不要说要说,Pleasebegoodenoughtoadvisemepleaseberemindedtheabove-mentionedgoodsEnclosedherewithyouwillfind,pleaseletmeknowpleaserememberthesegoodsIenclose,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,7CCtothewholeworld抄送给全世界,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,8Vaguesubjectline模糊的主题行,SMART原则Specific（具体明确）Meaningful（有意义）Appropriate（恰当）Relevant（相关）Thoughtful（关切）,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,9Useactivenotpassivevoice用主动语态，不用被动语态,Timplayedtheviolin.TheviolinwasplayedbyTim.,10STEPSTOGOODBUSINESSE-Mail,商务邮件制胜十法则,10ComposeCLEARcommunications用“CLEAR”手法撰写文书,Clear（清晰）Logical（具有逻辑性）Empathetic（设身处地）Accurate（精确）Right（正确）,不要在读心人心中留下任何疑问。使用明确的手法来帮助自己表达，用熟悉的单词和简单的语句，而非模棱两可的措辞。还要记住使用读者能看懂的、直截了当的语言，写作要体现出友好、自然和交谈式的风格。,信件的结构要符合逻辑，以介绍信开头，中间不封就你的要点进行逻辑性阐述，然后得出一个自然的结论，其中表明你需要读信人采取的行动。最后用恰当的一行句子结尾。,将自己置于读者的立场，问问自己读信人阅读我的信件时会有何中感受？如有不清楚或措辞不当的地方，再发信前就要修改。,确保所有相关细节都包括在内时间、日期、姓名、事实及数字，并且都是精确的。,在发信之前仔细校队（不仅仅是检查拼写），以确保一切都完全正确。,E-MailWORK点评电子邮件,主题行不具体,首字母要大写,这类缩写知识和手机短信，不适合电子邮件,要使用大写字母,表示月份不要简写，词首要大些,大写字母像是在喊叫，让人感到粗鲁无礼,避免在结尾处使用这样的缩写,E-MailWORK点评电子邮件,主题行符合“SMART”原则,称呼简单明确,友好的结尾给又见画上圆满的句号,起始段简短，段落之前清晰,HOWTOREPLYE-MAIL,如何回复邮件,首次询问邮件要报价邮件要样品邮件要求折扣邮件跟进邮件,HOWTOREPLYE-MAIL如何回复邮件,DearSir/MadamDuringarecentvisittotheIdealHomeExhibitionIsawasampleofyourplastictileflooring.Ithinkthistypeofflooringwouldbesuitableforthegroundfloorofmyhouse,butIhavenotbeenabletofindanyonewhoisfamlilarwithsuchtiling.Wouldyoupleasegivemethefollowinginformation:1Whatspecialpreparationwouldbenecessaryfortheunderflooring?2Inwhatcoloursanddesignscanthetilesbesupplied?3Arethetileslikelytobeaffectedbyrisingdamp?4Woulditbenecessarytoemployaspecialisttolaythefloor?Ifso,canyourecommendoneinmyarea?Ishouldappreciateyouradviceonthesematters.Yoursfaithfully,Enquiry询问函,介绍此次活动的背景情况,将具体问题加上编号,结尾处提出要求,HOWTOREPLYE-mail如何回邮件,DearMrWilsonThankyouforyourenquiryof18Augustregardingourplastictileflooring.Acopyofourbrochureisenclosedshowingthedesignsandrangeofcoloursinwhichthetilesaresupplied.Bottomline,22theSquara,Rugby,isaveryreliablefirmwhichcarriesoutallourworkinyourarea.Ihaveaskedthecompanytogetintouchwithyoutoinspectyourfloors.Theirconsultantwillbeabletoadviseyouonwhatpreparationisnecessaryandwhetherdampnessislikelytocauseaproblem.Ourplastictilefloorishard-wearingandifthetilearelaidprofessionally,Iamsuretheworkwillgiveyoulastingsatisfaction.PleaseletmeknowifIcanprovideanyfurtherhelp.Yoursfaithfully,Reply回复函,确认收到对方的询问函，并告知随函附寄了产品宣传样册,针对具体问题提出解决办法,保证提供高质量的产品,温馨结尾，增加好感。,HOWTOREPLYE-mail如何回复邮件,DearXX:Thankyouforyourinquiryof16thSeptember.Wearepleasedtohearthatyouareinterestedinourproductsuckerrodcoupling.Weveenclosedthedetailedinformationoftheproductforyourreference.ProducttoasterSpecificationxxxxxxxxxxxxxxxPackage1pcs/boxDelievery15daysPrice10usd/pcsPaymentL/CForpurchasequantitiesover1,000pcsofindividualitemswewouldallowyouadiscountof1%.PaymentistobemadebyirrevocableL.Catsight.Welookforwardtoreceivingyourfirstorder.Sincerely,开头语简洁带过证明你是专业而老练的商人.开头语特忌讳主动过多介绍自己，因为会给人一种推销的感觉，给人的第一感觉就不好,报价简洁明了全面,Quotation报价函,HOWTOREPLYE-mail如何邮件,DearMr.Thornton,Wearepleasedthatyourcompanyisinterestedinourproducts.Thesamplesyouhaverequiredarenowavailable.Theyarefreeofcharge,butitisourcompanyspolicytorequestaCertificateofIncorporation.SampleswillbesentimmediatelyassoonastheCertificateofIncorporationhasbeensenttoourfaxnumber。（86-535-6527199）Sorryfortheinconvenience.Wesincerelyhopethislittleformalitywillnotstandintewayofourfuturerelationship.Wehopeyoucanunderstandourpositionandlookforwardtoourfurturecooperation.Withbestregards,字体选用arial，字号选择较小字号，对年长及位高权重者可用Mr.或Mrs.起称，但大部分时间可直呼其名。如DearThomas,如果要分段，尽量一个段落只表达一个意思，并最好由不超过三个以上的句子组成。要知道很多老外的英文书写也不是太好，对太长太复杂的句子理解有困难。尤其是一些非英语国家的客户，段与段之间至少且至多空一行；,第一次联系客户时，除非客户在询盘中提出，最好不要主动附上图片，以免被删或被国外反垃圾邮件软件拦截；,Requestsforsamples要求提供样品,HOWTOREPLYE-mail如何回复邮件,DearMr.Hansen,Thanksyouforyourletterof18Augustandforthesamplesofcottonunderwearyouverykindlysenttome.Iappreciatethegoodqualityodthesegarments,butunfortunatelyyourpricesappeartobeonthehighsideevenforgarmentsofthisquality.Toacceptthepricesyouquotewouldleavvemewithonlyasmalprofitonmysalessincethisisanareainwhichthepricipaldemandisforarticlesinthemediunpricerangs.Ilikethequalityofyourgoodsandwouldwelcometheopportunitytidobusinesswithyou.MayIsuggestthatperhapsyoucouldmakesomeallowanceonyourquotedpriceswhichwouldhelptointroduceyourgoodstomycustomers.Ifyoucannotdoso,thenImustregretfullydeclineyourofferasitstands.Ihopetohearfromyousoon.Withbestregards,确认收到对方来函，以及样品，然后致谢,再次表达对产品质量的好感，表示希望合作并要求给予好的折扣,Customerdemanddiscount客户请求给予优惠,样品质量好，但是担心利润少,HOWTOREPLYE-mail如何回复邮件,DearMr.Daniels,Iamsorrytolearnfromyourletterof23Augustthatyoufindourpricestoohigh.Wedoourbesttokeeppricesaslowaspossiblewithoutsacrificingquality.Tothisendweareconstantlyinvestigatingnewmethodsofmanufacture.Consideringthequalityofthegoodsofferedwedonotfeelthatthepriceswequotedareatallexcessive.However,bearinginmindthespecialcharacterofyourtrade,wearepreparedtoofferyouadiscountof4%onafirstorderfor$1000.Thisallowanceismadebecauseweshouldliketodobusinesswithyouifpossible,butImuststressthatitisthefurthestwecangotohelpyou.Ihopethisrevisedofferwillenableyoutoplaceanorder,andIlookforwardtohearingfromyousoon.Withbestregards,确认收到对方来函，并就客户提出的价格过高给与回复,鉴于对方因为是新客户，因此表示将给与优惠。,Reply回复函,保证价格的合理性,HOWTOREPLYE-mail如何回复邮件,DearXXHopeyouarefine,myfriend.ItisregretthatIhaventreceiveanyinformationfromyourside.MayIhaveyourideaaboutouroffer?Wewilltrytosatisfyyouuponreceiptofyourreply.Aswedontwanttolostagoodcustomerlikeyou!Ifthereisanythingwecandoforyou,weshallbemorethanpleasedtodoso.Hopewecanbuildgoodcooperationwithyour.Yourssincerely,亲切的问候,Follow-upletters跟进信,希望满足客户的要求,对未来展望,公司介绍怎么写？公司介绍三行Howlong?When？What？,HOWTOREPLYE-mail如何回复邮件,如果客人还没有回信,一周后再问客人不回信的真实原因.(一般情况,70%的客人会告诉你他的原因)DearXX,Gladtocontactyouagain!Haveyoukindlycheckmyoffer?Hopetheyareworkableforyourmarket!Sorrythatwestilldontreceiveanyinformationfromyou.Iwouldapprreciateforyouranycommentaboutouroffer,includingprice,quality,sercive.Nomatterifitispositiveanswer,Itisgreathelpforustomeetyourrequirement.Waitingforyourfavorablereplysoon!Bestregards,亲切的问候,Follow-upletters跟进信,询问客户是否看到过邮件，以及有没有什么问题,对未来展望,适时跟踪，一般客户都是同时询问很多的供应商，所以要适时提醒他你把他放在心里，并让他知道你在等待。比如公司有了什么技术改进或者新的产品开发，可以发送给很多客户，或许机会就在那里。,HOWTOREPLYE-mail如何回复邮件,之后的日子里,可以尝试新产品的报价,刺激下客人的神经.我通常是这样写的：DearXXGoodday!myquotation