跨境电商客户服务英语 课件 Task 9 发货通知

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:DEssentialsPartsofConfirmationE-mailsandExamplesIncludeatrackinglink

Atrackinglinkisthemostimportantcomponentofashippingconfirmatione-mailsinceitallowscustomerstoseethestatusoftheirpurchaseinreal-time.Thisgivescustomersasenseofexcitementandallowsthemtowatchtheirnewpurchasemakeitswaytotheirdoorstep—becausewhodoesn’tcheckthestatusoftheirpackageeverydaywhenthey’rewaitingforashipment?Inthisshippingconfirmatione-mailfromfitbit,theyputaclickabletrackingnumberrightatthetop,soyoucan’tmissit.Liketheysayinthecopy,youdon’tneedtocampoutbythemailbox—youcancampoutbyyourinboxinstead.2.WhichisNOTmentionedinthepassageastoincludingatrackinglink?A.Itgivescustomersasenseofexcitement.B.Ithelpscustomerstoletgoofwaitingstress.C.Itallowscustomerstoseethestatusoftheirpurchaseinreal-time.D.Itallowscustomerstowatchtheirnewpurchasemakeitsway.Key:BIncludeproductandshippingdetails

Leveragecustomers’excitementabouttheirrecentpurchasesbyincludinganimageofwhattheyjustboughtinyourshippingconfirmatione-mail.Althoughcustomerswillusuallyrememberwhattheypurchased,animageoftheproductorproductsensuresthatit’seasyforthemtoaccessorderinformation.Asanaddedbonus,theycaneffortlesslypullupthee-mailandshowtheirfriendsalltheamazingitemstheyjustboughtfromyourbrand.Onarelatednote,makesureyouincludeallthelogisticalinformationinyourshippingconfirmatione-mail,too.Afewdetailsthatareusuallygoodtoincludeare:Nameoftheitem(s)Description(size,color,quantity,etc.)Shippingmethod(USPS

(美国邮政总局),UPS,FedEx

(联邦快递),ePacket

(国际e邮宝),etc.)DeliveryaddressOrdernumberorIDBillingsummarySephoraisamasterattheshoppingconfirmatione-mail.Inthise-mail,youseeanimageoftheproduct,thenameoftheitem,theSKU(库存量单位)number(incaseyouneedtoreferencelater),thesize,theprice,andthequantity.Plus,ifyouclicktheimage,itbringsyourighttotheproductpagesoyoucaneasilyaccessanyproductinformation.Foranycustomerthathasanissuewiththeirproduct,aproblemwiththeirshipment,orperhapswantstore-orderinthefuture,havingallofthisinformationaclickawaymakesforapremiumcustomerexperience.USPS

(美国邮政总局)ePacket

(中国邮政国际e邮宝)UPS

(美国联合包裹运送服务)FedEx

(联邦快递)SKU(库存量单位)2.WhatdetailedlogisticalinformationisusuallygoodtobeincludedinyourShippingConfirmationEmail?Answer:Nameoftheitem(s);description(size,color,quantity,etc.);shippingmethod(USPS,UPS,FedEx,ePacket,etc.);deliveryaddress:ordernumberorID;billingsummary.3.Byincludinganimageoftheirnewpurchaseinshippingconfirmationemail,customersmayeffortlesslyshowtheirfriendstheitemsbroughtfromyourbrand.What’sthismarketingapproach?A.directmarketingB.directpromotionC.word-of-mouthmarketingD.precisionmarketingKey:C4.Whatdetailsintheshippingconfirmationemailcanmakeyourcustomersapremiumpost-purchaseexperience?A.animageoftheproductB.theSKUnumberC.thename,size,priceandquantityoftheproductD.AlltheaboveKey:DProvidesupportresourcesAlwaysincludeaneasilyaccessiblewayforcustomerstocontactyoursupportteamintheeventthattheyhavequestionsabouttheirorder.Forexample,iftheynoticeintheirshippingconfirmatione-mailthattherewasamistakeintheirorder,they’lllikelywanttocontactyouimmediatelytoremedythesituation.Ifit’stoodifficulttofindacontactoraskaquestion,itcancauseaveryfrustratingexperiencethatcoulddeterthemfrommakingafuturepurchase.MeUndiesdoesagreatjobofcreatingaclearwaytocontacttheteamontheirshippingconfirmatione-mail.Withanentiresectiondedicatedtocustomerserviceinformationunderthesubheading“We’reHeretoHelp”,there’snoquestionastowhereyoushouldgoifyouwanttotalktotheteam.Youmayalsowanttoanticipatesomeofyourcustomers’questionsandpreemptivelyincludelinkstoFAQs(常见问题解答),returnpolicies,orotherhelpfulpages.FAQs(常见问题解答)MostcompanieshaveanFAQ—orFrequentlyAskedQuestions—pageontheirwebsite.Thispageprovidesanswerstocommonquestionsaskedbycustomers.HighlighttheestimateddeliverydateAgain,youwanttobuildupasenseofanticipationandexcitement.Includinganestimateddeliverydateinyourshippingconfirmatione-mailgoeshand-in-handwithincludingatrackinglink,butinsteadofallowingcustomerstofollowtheirnewproduct’sjourney,itallowsthemtoseetheestimatedarrivaltime.Callattentiontothisdatebyputtingitinaprominentpositioninthee-mail.Forexample,tryusingaheadlineorsubjectlinelike“Congratulations!Yourorderhasshipped.Youcanexpectitinyourmailboxby[date].”Togetevenmorepersonal,includethenameoftheitemacustomerpurchased.Thisshippingconfirmatione-mailfromRitualkeepsitsimplebymakingtheexpecteddeliverydateoneofthemostprominentvisualsinthee-mail.5.What’sthehelpofhighlightingtheestimateddeliverydateinyourshippingconfirmationemail?A.buildingupasenseofanticipationandexcitementB.showingoffexcellentonlineserviceC.makingcustomerscollecttheparcelsintimeD.avoidingcustomers’returnsofgoodsKey:ASuggestcomplementaryproducts(补充产品)Oncecustomershaveplacedtheirorders,youmaywanttosuggestrelateditemsthatwillgowellwithwhattheyjustbought.Thisoneisoptional,butespeciallyattractiveifyoudon’tsendapost-purchaseseries.Trysuggestingproductsthatarefromthesamecollection

(同一系列的(产品或商品)),orevencurateasetofproductsthatwouldcomplementtheparticularitemacustomerjustbought.Additionally,thebenefitofincludingproductrecommendationsinashippingconfirmatione-mailasopposedtoanorderconfirmatione-mailisthat,bythetimeashippingconfirmationgoesout,orderinformationwillbeprocessedsothatproductrecommendationswilltaketheshippedorderintoaccount.That’stosay,ifyou’reusingapowerfule-mailautomationplatform

(电子邮件自动化平台),youcangiveproductrecommendationsinashippingconfirmationbasedontheitemtheyjustordered,insteadofonesthatrandomlyormanuallyselected.complementaryproducts(补充产品)Anotherpopularmethodofencouragingthenextpurchaseislinkingtonewarrivals

(新品上市),likelingeriebrandAdoreMe.Theyincludeallthenecessaryshippinginformationandaclickableimage

(可点击的图片),thatdirectscustomerstobuynewarrivalsatthebottom.Howcouldyoumakeanupsellofferevenbetter?Offercustomersfreeshippingontheirnextorders.Whilesomeonemightbehesitanttoplaceanotherorderiftheyhavetopaytwiceforshipping,theymightreconsideriftheaddedcostisnolongeranissue.Onethingtokeepinmind:Savethiscontentforthebottomofthee-mailandkeepittoaminimum.Whileit’sokaytoincludemarketingmessages,youshouldkeeptransactionalinformationasthemainmessage.clickableimage

(可点击的图片)newarrivals

(新品上市)ShippingConfirmationE-mailTemplatesTemplate#1:SubjectLine:YourShipmentisonitsway!Bonjour,[CustomerName]!Your[Products]hasShipped!YourOrderNumberis:[OrderNumber].ShipmentDetails:PictureofProduct1+[Product1Name].□amount

PictureofProduct2+[Product2Name].□amount

… … …Yourshipmentbegan**/**/****viaePacketStandardMail(takes**-**businessdays)to:[ShippingAddressName][Address1][Address2][City,State,Zip]TrackYourShipment:trackingnumberorlinkIfyouhaveanyquestions,justemailsupport@***.comMassivethanks![YourRepresentative’sName][YourCompanyName]Youmayalsolike:[PictureoftheRecommendedProduct]ClicktoShopandweofferyoufreeshipping.+CallToAction(行为召唤)CallToAction(行为召唤)

Call-to-action(CTA)canbeclickabletext,buttons,orimagesthatguideyourviewertothenextstepyouwantthemtotake.Sign-upSubscribeLearnmoreShareonsocialmediaBuynowAddtocartTemplate#2:Subject:Yourshipmentisonitsway!Dear[CustomerName],ThankyouforyourrecentorderfromoureBayshop.Wearepleasedtoinformyouthattheitemslistedbelowarenowonthewaytoyou.[ItemTitle]Yourorderhasbeenshippedtothefollowingaddress:[ShippingAddress]TrackYourShipment:TrackingnumberorlinkYourordershouldreachyouwithin[EstimatedDeliveryTime].Ithasbeenapleasuretoserveyou,andpleasedonothesitatetocontactusshouldyouhaveanyquestionsorremarksrelatedtoyourorder.Again,thankyouforchoosingoureBayshop.Note:Pleasemakesurenottorespondtothisautomatice-mail.YouwillfindallourcontactdetailsinoureBayshoporclickhereforhelp(LinktoFAQpageorLiveChatBox)!Template#3:Hello[CustomerName],Greatnews!Yourorderisonitsway.Thise-mailistonotifyyouthatyourorder[OrderNumber]hassuccessfullyshipped.Youcanclickonthebuttonbelowtotrackyourshipment.[CTA]Herearethedetailsofyourorder:[OrderDetails]Bestregards,Team[CompanyName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.excitement,accessible,leverage,components,clickable,thesamecollection,campout,customerloyalty,post-purchaseexperience,curate,complement.1.Butbyincludingafewbasiccomponentsandaddingalittlecreativity,theseemailscanhelpbuildcustomerloyalty,improvethepost-purchaseexperience,andestablishauniquevoiceforyourbrand.

2.InthisshippingconfirmationemailfromFitBit,theyputaclickabletrackingnumberrightatthetop,soyoucan’tmissit.Liketheysayinthecopy,youdon’tneedtocampoutbythemailbox—youcancampoutbyyourinboxinstead.3.Leveragecustomers’excitementabouttheirrecentpurchasebyincludinganimageofwhattheyjustboughtinyourshippingconfirmationemail.

4.Alwaysincludeaneasilyaccessiblewayforcustomerstocontactyoursupportteamintheeventthattheyhavequestionsabouttheirorder.

5.Trysuggestingproductsthatarefromthesamecollection,orevencurateasetofproductsthatwouldcomplementtheparticularitemacustomerjustbought.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.物流追踪链接是发货通知函中最重要的内容，因为它让客户了解他们货品的实时状态。（real-time）Atrackinglinkisthemostimportantcomponentofashippingconfirmationemailsinceitallowscustomerstoseethestatusoftheirpurchaseinreal-time.2.虽然客户通常记得他们购买的东西，但货品的图像能确保客户点击进入订单信息。(accessorderinformation)Althoughcustomerswillusuallyrememberwhattheypurchased,animageoftheproductorproductsensuresthatit’seasyforthemtoaccessorderinformation.3.

一旦客户下单，你也许希望能够向他们推荐相关产品。(relateditems)Onceacustomerhasplacedtheirorder,youmaywanttosuggestrelateditemsthatwillgowellwithwhattheyjustbought.4.感谢您最近在我们的eBay店铺下单。我们很高兴地通知您以下所列商品已在路上。(itemslistedbelow)ThankyouforyourrecentorderfromoureBayshop.Wearepleasedtoinformyouthattheitemslistedbelowarenowonthewaytoyou.5.

很高兴能为您服务。如果和订单相关的疑问或者意见，敬请随时与我们联系。(donothesitate)Ithasbeenapleasuretoserveyou,andpleasedonothesitatetocontactusshouldyouhaveanyquestionsorremarksrelatedtoyourorder.E.BuildOrderConfirmationE-mailCreateashippingconfirmatione-mailwithrecommendingrelatedproductsbasedonthe