跨境電商客戶服務(wù)英語 課件 Task 24 客戶服務(wù)的即時(shí)聊天禮儀

跨境電商客戶服務(wù)英語（第一版）張康

徐俊凌/編著目錄Contents第五章即時(shí)聊天腳本任務(wù)24即時(shí)聊天禮儀任務(wù)25即時(shí)聊天腳本1

任務(wù)28即時(shí)聊天腳本4任務(wù)29即時(shí)聊天腳本5任務(wù)27即時(shí)聊天腳本3任務(wù)26即時(shí)聊天腳本2

內(nèi)容提要1.即時(shí)聊天技術(shù)性建議2.即時(shí)聊天禮儀之行為建議3.即時(shí)聊天禮儀之知識(shí)建議LiveChatEtiquetteforCustomerService客戶服務(wù)的即時(shí)聊天禮儀【內(nèi)容提要】對(duì)非英語母語的跨境電商客服人員而言，即時(shí)聊天咨詢無疑是最考驗(yàn)英語語言能力的工作。因此，本章基于國內(nèi)跨境客服業(yè)務(wù)相關(guān)數(shù)據(jù)，一共設(shè)計(jì)21個(gè)常見情境，分為6個(gè)任務(wù)進(jìn)行講述。本任務(wù)從4個(gè)方面，共11條建議聚焦即時(shí)聊天的禮儀。知識(shí)目標(biāo)：理解即時(shí)聊天禮儀的四大關(guān)注，即技術(shù)、行為、知識(shí)和其他，掌握是否收取取消費(fèi)用的通用型模板。能力目標(biāo)：能夠在具體即時(shí)聊天過程中踐行11條禮儀規(guī)則。Whydopeoplelovecertainbrands?Alotofthetimesithassomethingtodowiththefriendlinessoftheircustomerservicesdepartment.Delightedcustomers,whoreceiveconsistentandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheevangelistsforthebrand.Oneofthemanychannelsforofferingcustomersupportthesedaysisalivechatsoftware.導(dǎo)入

Customersatisfactioninalivechatreliesonseveralfactorsincludingsoftskillsofcommunicationandimpeccablechatetiquettes.Why,etiquettes?Thereasonissimple.Everyonelovesetiquettes.Weallfollowsomesortofetiquette,whetheritisofficeetiquette,dinnertableetiquetteorevenphoneetiquette.So,whynotfollowacustomerserviceetiquettetoo?Areyoukeenonprovidingexcellentcustomersupportwithyourchattool?Thenmakesureyoursupportteamfollowsthesechatetiquettestostandout.Words&Expressionsetiquetten.

（社會(huì)或行業(yè)中的)禮儀；禮節(jié)delightedadj.高興的；愉悅的；快樂的consistentadj.連續(xù)的；持續(xù)的assetn.有價(jià)值的人（或事物）；資產(chǎn)；財(cái)產(chǎn)evangelistn.福音傳教士；（文中比喻品牌的死忠粉）livechatsoftware即時(shí)聊天軟件impeccableadj.無錯(cuò)誤的；無瑕疵的；完美的Emojisn.表情符號(hào)LivechatLiveChatEtiquettes:TechnicalTips即時(shí)聊天禮儀之技術(shù)性建議閱讀

Hereisalistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseam-lessconversationwithlivechat.1.1Useemojis

使用表情符號(hào)Wanttobuildapersonalrapportwithyourvisitors?Useemojis.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.Emojiscancreateamorepositiveexperience,aslongastheyareusedstrategically.Emoji:表情符號(hào)Conversationscangetalittleroboticifthevisitoronlygetstoseetextinthechatbox.Inshort,textconversationsgivetheimpressiontothevisitorthatabotismanagingtheirquestionontheotherside.Understandthis,facialexpressionsareverymuchapartoftheconversation.Theyletyouknowwheretheconversationisheadingtowards.Andthough,livechatdoesallowyoutheface-to-faceconversationoptionwithvideochat,thefrstpointofcontactwouldbemessaging.Soratherthanwritinglengthytextmessagestoyourwebsitevisitorsinthechatbox,makesureyouaddasmileortwotoaddapersonaltouchtotheconversation.1.2AvoidUsingEllipses切勿使用省略號(hào)Whenavisitorapproachesyourbrandwithaquestion,thelastthingtheywouldexpectyouroperatorstobeisunsure.Andwhilewewanttoaddaconversationaltonetothechattakingplace,itwouldn’tbeasmartideatouseellipses.Manyofyoumusthavenoticedthattheuseofellipses(thethreedotsattheendofasen-tence)isbecomingcommoninarticles,andevenduringlivechatconversations.Nodoubt,itsusepromptsthereaderoravisitorinchattothinkaboutmorepossibilities.Questionis,dovisitorswantanaffirmativeanswerormorepossibilitiestogetfurtherconfused?Knowthis,addingellipsesmaybringaconversationaltonetoanongoingchat,butitalsoshowsthat:

Eithertheoperatorisindicatingtowardsmorepossibilities

Orisn’tsureaboutwhattosuggestthevisitorfurtherNoonewouldliketobefurtherconfusedwhengettinghelp.Instead,visitorswouldpreferto-the-pointanddirectanswerstotheirquestionsthathelpthemarriveataconclusionandmakeaninformeddecision.Words&Expressions1.Ellipsesn.省略號(hào)promptv.促使;激起possibilityn.可能；可能性affirmativeanswer肯定的回答ongoingadj.持續(xù)下去的；一直進(jìn)行的1.3Avoidgrammar,spelling,andpunctuationerrors

避免語法、拼寫、標(biāo)點(diǎn)等錯(cuò)誤Tobuildaconversationalexperienceforyourvisitormaybeyourultimategoal,andwhynot—theyloveit!Except,shouldyoumakeerrorsintentionallywhilehavingaconversationwiththemusinglivechat?Youshouldavoidmakinggrammar,spelling,andpunctuationerrorswhenhavingacon-versationwithvisitorsonlivechat.Makesurethattheoperatorshandlingchatmakeuseofcorrectgrammar,spelling,andpunctuationswhilespeakingtoawebsitevisitor,irrespectiveofthelanguage.Anagentusingbadgram-marorwrongspellingsendsoutasignalthatyoudon’tvalueyourcustomersenoughandalsomakesyoulookunprofessional.Also,achatoperatorshouldavoidusingtheinternetlanguage(forexample,wordssuchas“LOL”or“BRB”)orshorthandtyping.Onecanuseanexclamationmarktoshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohavemultiplepunctuationsmarksstringedtogether(forexample:“????!!!!”).Words&Expressions1.punctuationn.標(biāo)點(diǎn)符號(hào);標(biāo)點(diǎn)符號(hào)用法intentionallyadv.故意地;有意地chatoperator(s)聊天運(yùn)營商shorthandtyping速記打字exclamationmark感嘆號(hào)2.LiveChatEtiquettes:BehavioralTips即時(shí)聊天禮儀之行為建議Hereisalistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience.2.1:BePatient

耐心Whilechattingwithawebsitevisitor,takeintoconsiderationthefactthatforsomepeopleitcanbeslightlydifficulttoexpressthemselves.Also,attimes,theresponsesmaytakelongerasthepersoncouldbeattendingtomorethanonetaskatthesametime.

Remembertobepatientandavoidinterruptingthemwhiletheytaketheirtimetosubmitaresponse.2.2:KeepNegativeorBadAttitudeonHold控制負(fù)面情緒和惡劣態(tài)度Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeingsarcasticatalltimes.Ifthevisitorsaysorofferstodiscussanysensitiveissue,refrainfromgettingpulledintotheconversationandsticktodoingyourjob.Remember,youareaspokespersonforyourcompanyandnomatterwhatkindofdayyou’rehaving,it’syourresponsibilitytobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutlosingtemperyourself.2.3:BeEmpathetic

換位思考Chatsupportoperatorsneedtobewillingtobeempatheticwiththecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibletoresolvetheirqueriesorconcerns.

Words&Expressions1.

irateadj.極其憤怒的；暴怒的sarcasticadj.諷刺的；嘲諷的；挖苦的sensitiveadj.敏感的；過敏的losetemper發(fā)脾氣；發(fā)火empatheticadj.同感的3.LiveChatEtiquettes:KnowledgeTips即時(shí)聊天禮儀之知識(shí)建議Hereisalistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free.BeOffer-Aware出言謹(jǐn)慎Youhavetobeabsolutelycertainofwhatyouaregoingtosayaboutyourproductsorservices.Notbeingabletoanswerkeyquestionsrelatedtotheproduct/serviceorofferingmisleading/confusinganswersisnotonlyasurewaytolosecustomersbutitalsoleavespeopleunimpressed.3.2:KnowYourResources

清楚告知買家解決方案Understandthis,thecustomersexpectyouroperatorstoknowitall.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwheretoredirecttheissuesothatinstantresolutionlookslikeanachievablegoal.That’swhyyouneedtomakesurethattheoperatorsaretrainedinawaythatprovidinggoodcustomerservice

experienceneverfeelslikeadistantdream.Operatorstellingyourcustomerswheretoheadnextwouldallowthemtomakeinformeddecisions,thushelpingyouimprovesalesfurther.4.LiveChatEtiquettes:

OthersTips即時(shí)聊天禮儀之其它建議Besidestheabove-mentionedtips,wehaveothersuggestionstoothatwillhelpyouboostcustomersatisfactionhassle-free.Let’stakealookatthembelow.4.1:It’sAllAboutSpeed速度即一切Keepyourmessagesshortandsweet.

Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush!4.2:AlwaysEndYourChatsOnAHigh務(wù)必以積極姿態(tài)結(jié)束聊天Don’tendachatrightafterresolvingtheissue.Therearesomeend-of-the-chatprotocolsthatneedtobefollowedtoconcludethechatleavingthevisitorfeelinggoodaboutthewholeconversation.Fewofthethingsthatyoucando:Thankthevisitorforthetimehe/shetooktodiscusstheirissuewithyou.Confirmwiththevisitoriftheissuewasresolvedtotheirsatisfactionandifthere’sanythingelsetheyneedassistancewith.Wishthemagooddayaheadbeforeyoubidadieu.

Words&Expressions1.hassle-freeadj.不麻煩的offer-awareadj.出言謹(jǐn)慎的3.resourcesn.資源

4.redirectv.改寄：改變投遞方向5.achievableadj.可完成的6.beataroundthebush旁敲側(cè)擊；說話繞圈子Jargonscustomerservicedepartment客戶服務(wù)部門customersupport用戶支持ultimategoal最終目標(biāo);終極目標(biāo)internetlanguage網(wǎng)絡(luò)語言behavioraltips行為技巧instantresolution即時(shí)解決end-of-the-chatprotocol結(jié)束聊天禮儀

練習(xí)

AFTERYOUREADA.UnderstandMainIdeas:1.Canyoumakealistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseamlessconversationwithlivechat?

Suggestedanswer:UseEmojis;avoidusingEllipses;avoidgrammar,spellingandpunctuationerrors;avoidCapsLock;2.Canyoumakealistofbehavioraltipstohelpyouroperatorsmanageirateandangrycustomersandstillensurethattheygetadelightfulexperience?Suggestedanswer:Bepatient;keepnegativeorbadattitudeonhold;beempathetic3.Canyoumakealistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free?4.Whatothertipsforlivechatetiquettecouldyougive?Suggestedanswer:Beoffer-aware;knowyourresourcesSuggestedanswer:It’sallaboutspeed.Alwaysendyourchatsonahigh.練習(xí)

B.UnderstandDetails:1.Accordingtothepassage,customersatisfactioninalivechatreliesonseveralfactorsincluding_________and_________.A.strongsoftwaresupport,promptresponsesB.strongplatformsupport,effectiveresponsesC.softskillsofmarketing,impeccablecommunicationetiquettesD.softskillsofcommunication,impeccablechatetiquettes2.Whatdohelpyoubuildapersonalrapportwithandaddapersonaltouchtotheconversationatlivechat?A.picturesB.textmessagesC.EmojisD.alltheabove3.Using_________intheconversationatlivechatmaycauseyourcustomer’sfurtherconfusion.A.EmojisB.EllipsesC.questionsD.alltheabove4.Usingbadgrammar,spellingandpunctuationsinconversationswithvisitorsonlivechatmakesyoulook_________.A.unprofessionalB.impoliteC.carelessD.inattentive

5.Lettersorsentenceswritteninall-capscangiveavisitortheimpressionthatyouroperatorsareshoutingatthem.Butwhatinall-capscanbeused?A.productprofileB.theInternetlanguageC.abbreviationsofalltermsD.abbreviationsofkeyterms6.Whatshouldaqualifiedoperatorrespondifthevisitorsaysorofferstodiscussanysensitiveissues?A.refrainfromgettingpulledintotheconversationB.sticktodoingyourjobC.keepyournegativeattitudeonholdD.alltheabove

7.Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush.Whichmeaningofthefollowingadjectivesissimilartotheexpressioninitalics?A.straightB.directC.ambiguousD.distractedC.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.sarcastic,end-of-the-chatprotocols,responsibility,redirect,headingtowards,delighted,facialexpressions,multiplepunctuationsmarks,consistent,exclamationmark,evangelists,interrupting,spokesperson,instantresolution,empathetic,responsibility,resolve,affirmative

1.customers,whoreceiveandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheforthebrand.2.Understandthis,

areverymuchapartoftheconversation.Theyletyouknowwheretheconversationis

3.Questionis,dovisitorswantananswerormorepossibilitiestogetfurtherconfused?Delightedconsistentevangelistsfacialexpressionsheadingtowards.affirmative4.Onecanusean

toshowexcitementoraquestionmarkinthetextconversations.It’snotappropriatetohave

stringedtogether.

5.Remembertobepatientandavoid

themwhiletheytaketheirtimetosubmitaresponse.

6.Avoidofferinganyunnecessarycommentsorpersonalopinions.Restrainfrombeing

atalltimes.

7.Remember,youarea

foryourcompanyandnomatterwhatkindofdayyou’rehaving,it’syour

tobekindandhelpful.Ifthepersonontheothersideisangry,trytogethim/hertocalmdownwithoutexclamationmarkmultiplepunctuationsmarksinterruptingsarcasticspokespersonresponsibilityLosingtemperyourself.8.Chatsupportoperatorsneedtobewillingtobe

withthecustomers.Letthemknowthatyouareonhisorhersideandthatyouwilldoanythingpossibleto

theirqueriesorconcerns.

9.So,incasethey’vecomeupwithaquestion,theywouldexpecttheoperatortoknowwhereto

theissuesothat