跨境電商客戶服務(wù)英語 課件 Task 12 修改發(fā)貨地址請求

跨境電商客戶服務(wù)英語（第一版）張康

徐俊凌/編著導(dǎo)論目錄Contents第一章售前服務(wù)電子商務(wù)客戶服務(wù)渠道與客服咨詢模板任務(wù)1產(chǎn)品描述要點、案例與模板任務(wù)7拒絕買家的折扣要求任務(wù)2歡迎詞、問候語類電郵的書寫任務(wù)3產(chǎn)品信息咨詢?nèi)蝿?wù)5如何書寫催促付款電郵任務(wù)6接受買家的折扣要求任務(wù)4

關(guān)于價格、折扣、促銷、付款方式、運費和關(guān)稅咨詢目錄Contents第二章售中服務(wù)任務(wù)8訂單確認函任務(wù)14訂單取消確認函任務(wù)9發(fā)貨通知任務(wù)10發(fā)貨延誤任務(wù)12修改發(fā)貨地址要求任務(wù)13發(fā)貨過程中常見問題的處理：錯發(fā)、丟件、貨物破損任務(wù)11關(guān)于發(fā)貨、到貨時間的咨詢HowtoHandletheRequestforModifyingShippingAddress修改發(fā)貨地址請求

內(nèi)容提要1.

HowtoHandleanIncorrectShippingAddressBeforethePackage

HasShipped

發(fā)貨前收到修改地址請求2.

HowtoHandleanIncorrectShippingAddressAfterthePackage

HasShipped

發(fā)貨后收到修改地址請求3.HandlingtheRequestforModifyingshippingAddressTemplates處理修改地址請求的模板【內(nèi)容提要】雖然實際工作中令客服人員苦惱不堪，但買家還是會由于種種原因而要求修改發(fā)貨地址。為高效解決此類咨詢，本任務(wù)按照收到該類請求的時間，將其分為發(fā)貨前修改地址請求和發(fā)貨后修改地址請求兩大類，并相應(yīng)提供電郵模板。知識目標：理解發(fā)貨前和發(fā)貨后收到修改地址請求的不同處理方式，掌握發(fā)貨后修改地址的五步驟操作流程。能力目標：能夠運用模板書寫發(fā)貨前、發(fā)貨后但未投遞、發(fā)貨后且已投遞三類信息回復(fù)郵件。Atsomepointinyourbusiness,youarelikelytohaveacustomerthatprovidesyoutheincorrectshippingaddress

(送貨地址).Forexample,they’verecentlymovedandaccidentallychosetheiroldhouseaddresswhenplacinganorder.Whatasellershoulddo?There’sno“right”answer,butI’mhappytosharehowIhandlethisissue.

shippingaddress(送貨地址) vs.billingaddress(賬單地址)Ashippingaddressisanaddresswhereyouwillsendtheorder.Thebillingaddressistheaddressconnectedtothecustomer’spaymentmethod.Billingandshippingaddressesareoftenthesame–butnotalways.HowtoHandleanIncorrectShippingAddressBeforethePackageHasShippedIfabuyercontactsyoutochangeaddressbeforetheorderships,youhavetwooptions:1)Makenoteoftheaddressandshiptothealternativeaddressprovidedor2)Cancelthetransactionandletthebuyerreplacetheorderwiththecorrectshippingaddress.Generally,itissuggestedtocanceltheorderandletthebuyerreplacetheorderimmediately.Why?Mostmarketplaces

(市場)requirethatyoushiptotheaddresstheyprovideyouinthesellerordernotications

(賣方訂單通知).Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections

(賣方保護).Youcanalsomakeanotetoaddinyourpoliciesthatyoucanonlyshiptotheaddressprovidedbythemarketplace.marketplace(市場)Ine-commerce,marketplaceisaplaceorawebsitewhereonecanfinddifferentbrandsofproductsbeingsold.The3mostcommontypesofmarketplacesarebusiness-to-business(B2B),business-to-customer(B2C),andcustomer-to-customer(C2C)sellerordernotications

(賣方訂單通知)sellerprotections

(賣方保護)

SellerProtectionaimstoprotectyourbusinessandeligiblesalesfrompotentialloss.A.UnderstandMainIdeas:1.Ifabuyercontactsyoutochangeanaddressbeforetheorderships,whichsolutionoptionisbetterthantheotherone?Answer:Option2):Cancelthetransactionandhavethebuyerreplacetheorderwiththecorrectshippingaddress.Generally,itissuggestedtocanceltheorderandhavethebuyerreplacetheorderimmediately.Becausemostmarketplacesrequirethatyoushiptotheaddresstheyprovideyouinthesellerordernotifications.Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.B.UnderstandDetails:1.Ifabuyercontactsyoutochangeanaddressbeforetheorderships,youhavetwooptions.Whichisbetter?A.makenoteoftheaddressandshiptothealternativeaddressprovidedB.cancelthetransactionC.theyarethesameD.not-mentionedKey:B2.“Cancelthetransactionandhavethebuyerreplacetheorderimmediately.”Whythisisasaferwaytodealwiththeproblem?A.Thisismoretroublesometoyourcustomerratherthanyou.B.Thisisamoredirecttrouble-shootingway.C.Thisisrequiredbymostmarketplaces.D.Thisismoretime-saving.Key:CHowtoHandleanIncorrectShippingAddressAfterthePackageHasShippedUnfortunately,oncethepackagehasbeenshippeditismoredifficulttochangetheaddress.Aslongasyouhaveshippedtotheaddressprovidedtoyoubythemarketplace,youareusuallycoveredunderthesellerprotection.Therefore,oncethepackageisoutofyourhands—itisnotyourproblem.However,agoodbusinesswilltrytohelpthebuyerlocatetheirpackage.Here’sthestepstofollowwhenthishappens:Commiseratewiththebuyer

Tellthemthatyouunderstandtheirfrustrationortellthemthatyouhadthathappenonceyourselfandyoufounditfrustrating.Thisshowsthatyoucareabouttheirsatisfaction.Letthebuyerknowthatasaselleryoucanonlyshiptotheaddressthatwasprovidedtoyoubythemarketplace.Suggestthattheyreachouttothemarketplaceregardingtheissue.CheckthetrackingonthepackageIfthepackagehasn’tbeendelivered,youcangivethemthetrackingnumberandtellthemtoreachouttothecarriertochangethedeliveryaddress.(Justsothatyouknow,somecarrierswillchargeafeeforthisservice.)SuggestthebuyertofetchtheparcelIfyoufindthatthepackagehasbeendelivered,youcansuggestthatthebuyervisitsorcallstheaddressiftheycan.(Thismayornotbepracticaldependingonthecircumstances.)CoverupwithoffersSometimestherecanbecustomerswhoaredifficulttodealwith.So,asalastresort,offeracouponcodeforareplacementorder.Youshouldn’tredotheorderatnocost,butyoucanextendanolivebranchandhelpthecustomer.Ofcourse,theseofferscancostyousomemoney.However,thecostoftheseoffersaremuchcheaperthanthecostofabadreview.AppreciateforreachingoutLast,thankthecustomerforreachingoutandoffermoreassistanceifneeded.3.Sometimestherecanbecustomerswhoaredifficulttodealwith.Thenhowcanyouhandletheissue?ChoosetheWRONGone.A.Youcanofferacouponcodeforareplacementorder.B.Youshouldredotheorderatnocost.C.Youcanextendanolivebranchandhelpthecustomer.D.Youshouldn’tredotheorderatnocost.Key:BHandlingtheRequestforModifyingshippingAddressTemplatesTemplate#1:HandlinganincorrectaddressbeforeshippingDear[CustomerName],Hopethismessagefindsyouwell.Thanksforlettingmeknowabouttheshippingissue.Inordertoprotectbothofus,I’vecanceledandrefundedyourorder.Pleasereplacetheorderimmediatelywiththecorrectshippingaddress.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueue

((訂單)處理序列)andyourorderwillnotbedelayed.Thanks!

Bestregards,[YourName][YourBusinessName](order)processingqueue

((訂單)處理序列)Template#2:HandlinganincorrectaddressaftershippingHello[BuyerName],Ohno,Iknowthatthishastobefrustratingtoyou.I’mhappytohelpyou.IlookedupthetrackingnumberanditappearsthattheUSPS(FedEx,DHL,orothercarrier’sname)hasnotyetdeliveredyourpackage.Callthemat(providephonenumber)assoonasyoucanandtheycanhelpyouupdateyouraddress.Tosaveyourtime,I’veprovidedyourtrackingnumberattheendofthismessage.PleaseletmeknowifIcanhelpinanyotherway.Thanks![YourName][YourBusinessName]Trackingnumber:******Template#3:HandlinganincorrectaddressaftershippingHello[BuyerName],Ohno,I’vehadthathappentomethelasttimewhenImovedanditcanbesofrustrating.Unfortunately,asaseller,Icanonlyshiptotheaddressthatisprovidedtomebythemarketplace.IcheckedthetrackingnumberanditshowsthatthepackagehasbeendeliveredtotheaddressIwasprovided.Youmaywanttoreachoutto(Etsy,Amazon,orthenameoftheplatform)regardingyourshippingaddresstoseeiftheycanassistyou.Ifyouareunabletogetthepackagefromtheaddress,I’mhappytorecreateyourorder.Whenreordering,pleaseusecouponcode“SAVE”atcheckoutforadiscount.PleaseletmeknowifIcanhelpinanyotherway.Thanksforreachingout![YourName][YourBusinessName]C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.marketplace,protections,arises,processing1.Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.2.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueueandyourorderwillnotbedelayed.3.Letthebuyerknowthatasaselleryoucanonlyshiptotheaddressthatwasprovidedtoyoubythemarketplace.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.如果你寄往這個送貨地址，就可能產(chǎn)生問題。很可能你將不再受賣家保護。(becoveredundersellerprotections)Ifyoudonotshiptothisaddressandaproblemarises,itislikelythatyouwillnotbecoveredundersellerprotections.2.為了保護我們雙方，我已經(jīng)取消您的訂單，并已辦理退款。(refund)Inordertoprotectbothofus,I’ve

canceledandrefundedyourorder.3.收到此條消息時，如果您立即重新下單，我將為您保留訂單處理序列號，這樣訂單就不會延誤。(processingqueue)Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinmyorderprocessingqueueandyourorderwillnotbedelayed.4.告訴他們你理解這種沮喪，而且同樣的事情也發(fā)生在你身上，你也如此沮喪。(frustrating)Tellthemthatyouunderstandtheirfrustrationortellthemthatyouhadthathappenonceyourselfandyoufounditfrustrating.5.萬不得已，給重新下單提供優(yōu)惠券代碼。(couponcode)Asalastresort,offeracouponcodeforareplacementorder.E.HandletheRequestforModifyingShippingAddress1.Makearesponsetocustomer’srequestformodifyingaddressbeforetheshippingbasedontheinformationbelow.Customer:AustinBuckCompany:RecreationalEquipment,IncRepresentative:AaronGTitle:CustomerSupportOfficerEmail:aarong@Telephone:1-253-891-2500SampleDearAustinBuck,Hopethismessagefindsyouwell.Thanksforlettingmeknowabouttheshippingissue.Inordertoprotectbothofus,I’ve

canceledandrefundedyourorder.Pleasereplacetheorderimmediatelywiththecorrectshippingaddress.Ifyoureplacetheorderassoonasyoureceivethismessage,you’llkeepyourspotinm