跨境電商客戶(hù)服務(wù)英語(yǔ) 課件 Task 28 在線客戶(hù)服務(wù)即時(shí)聊天腳本4：關(guān)閉即時(shí)聊天會(huì)話(huà);Task 29 在線客戶(hù)服務(wù)即時(shí)聊天腳本5：拒絕客戶(hù)、拒絕折扣要求、繼續(xù)交談、告知客戶(hù)情況進(jìn)展、應(yīng)付發(fā)怒客戶(hù)、不了解情況、同時(shí)接受多個(gè)咨詢(xún)

跨境電商客戶(hù)服務(wù)英語(yǔ)（第一版）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

LiveChatScriptsforOnlineCustomerService4:ClosingLiveChatSessions,ProvidingIn-AppSupport,AskingforReview,RequestingScreenSharing,CustomerRetention,andTakingResponsibilityforaMistake1.

ScriptsforClosingLiveChatSessions結(jié)束聊天的腳本2.ScriptsforProvidingIn-AppSupport關(guān)于提供應(yīng)用程序協(xié)助的腳本3.ScriptsforAskingforReview要求評(píng)價(jià)的腳本4.ScriptsforRequestingScreenSharing要求屏幕分享的腳本5.ScriptsforCustomerRetention挽留客戶(hù)的腳本6.ScriptsThatHelpTakingResponsibilityforAMistake承擔(dān)責(zé)任的腳本內(nèi)容提要【內(nèi)容提要】本任務(wù)重點(diǎn)介紹結(jié)束聊天、關(guān)于應(yīng)用程序的協(xié)助、要求評(píng)價(jià)、要求屏幕分享、挽留客戶(hù)、承擔(dān)責(zé)任六類(lèi)聊天咨詢(xún)的重點(diǎn)以及腳本模板。知識(shí)目標(biāo)：理解該六類(lèi)即時(shí)聊天咨詢(xún)的意義，掌握相關(guān)英語(yǔ)表達(dá)和句型。能力目標(biāo)：能夠根據(jù)具體即時(shí)咨詢(xún)的語(yǔ)境，選擇恰當(dāng)聊天模板，以及熟練靈活運(yùn)用已有模板。1.ScriptsforClosingLiveChatSessions結(jié)束聊天的腳本Similartohowyousayhello,sayinggoodbyeisincrediblyimportant.Customersexpecttheirconversationswiththebrandtocometoanendonapositivenote.Youwantyourcustomertologoffnotonlysatisfiedwiththeirservice,butwithapositiveimpressionofyourbusinessandservice.That’swhyitisessentialfortheoperatorstoremaincourteousduringtheentirechatconversationtomakesurethatnocustomerleavesdissatisfied.Here’showoperatorscanendaconversationwithcustomersforagreatending.UnderstandDetails:1.Sayinggoodbyeisas________assayinghelloinlivechatwithcustomers.A.incredibleB.importantC.impossibleD.interestingKey:B1.ScriptsforClosingLiveChatSessions結(jié)束聊天的腳本1.1ScriptsforSayingthank-you以感謝語(yǔ)結(jié)束的腳本1.2

Addressingunresponsivecustomers與未應(yīng)答客戶(hù)結(jié)束聊天的腳本1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供將來(lái)聯(lián)系方式的腳本1.1ScriptsforSayingthank-you以感謝語(yǔ)結(jié)束的腳本Thankyouforusingourlivechatservice,andwehopetohearfromyouagain!Goodbye!Thanksforreachingouttous.Hopingtohearfromyouagain!Haveagoodday.Thankyouforusingourlivechatservice.Iamnowclosingthischat.Ifyouhaveanymoreissues,pleasedon’thesitatetoletusknow.Haveagreatday!Thankyouforcontactingourlivechatsupport.Ifyouneedanyfurtherassistance,we’reatyourservice.Haveaniceday!1.1ScriptsforSayingthank-you以感謝語(yǔ)結(jié)束的腳本Thankyouforvisiting!Wehopetoseeyouagain!Thanksforstoppingby,wehopetohearfromyouagain!Weappreciateyourbusinessandhopetohearfromyousoon!Thanksforusingour24-hourhelpservice,andpleasefeelfreetocontactusagainifyouneedanyfurtherassistance.Goodbye!1.2Addressingunresponsivecustomers與未應(yīng)答客戶(hù)結(jié)束聊天的腳本Hello[Customer’sName],areyoustillthere?It’sbeenawhilesinceyourlastresponse.Wouldyouliketocontinuechatting?Hithere?Asitseemslikeyou’renolongerresponding,I’llendthischatsession.Ifyoustillneedanyhelp,feelfreetorequestanewsession.Thanksforreachingouttous.Hello,itseemsthatyou’renolongerresponding.Iwillhavetoclosethechatfornow.Ifyoustillneedmyhelp,youcanrequestachatagain.Thanksforstoppingby.2.“It’sbeenawhilesinceyourlastresponse.Wouldyouliketocontinuechatting?”What’stheoperatordoingbytypinginthisscript?A.Heisclosingthelivechat.B.Heisresumingthelivechat.C.Heisaddressingtheunresponsivecustomer.D.Heissayinggoodbyetothecustomer.Key:C1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供將來(lái)聯(lián)系方式的腳本Foranytypeoffurtherissues,feelfreetocontactusat[InsertE-mailAddress].Ifyouhaveanyfurtherissuesandwouldliketocontactusdirectly,youcanreachusat[InsertE-mailAddress].Ifanymoreproblemsariseandyoucan’taccessourchatline,pleasefeelfreetoe-mailusat[InsertE-mailAddress]orcallourcustomerservicelineat[InsertPhoneNumber].1.3

Providingalternativecontactoptionsforfutureinquiries提供其他供將來(lái)聯(lián)系方式的腳本Ifanewproblemarises,don’thesitatetogetintouchwithus.Youcanalsoreachouttooursupportviae-mail[InsertE-mailAddress]orcallourcustomerserviceline[InsertPhoneNumber].Youcanalsocontactusonsocialmedia[InsertAccounts].Ifyou’dprefer,youcanreachourcustomerservicethrough[Facebook/Twitter/SocialMedia]orviaSMStextmessageat[InsertPhoneNumber]3.What’suseofprovidingalternativecontactoptions?A.Forfutureinquiries.B.Forfurtherrequests.C.Forinstantinquiries.D.Forimmediaterequests.Key:AQ:Whatalternativecontactoptionsdooperatorsusuallyinsertforfutureinquiries?Whatalternativecontactoptionsdooperatorsusuallyinsertforfutureinquiries?

Answer:Emailaddress,phonenumber,socialmediaaccounts.2.ScriptsforProvidingIn-AppSupport關(guān)于提供應(yīng)用程序協(xié)助的腳本W(wǎng)henyouriOSandAndroidAppusersarefacingtroubles,they’dliketoimmediatelyconnectwithyourbrandforsupport.That’sprobablybecausetheyarefacingtroublesusingyourApporsomerecurringerrorishamperingtheirexperiencerepeatedly.Tomanagethissituationadequately,youcanusethefollowingmockchatexamples:Lookingforimmediatesupport?Chatwithmenowtogetinstanttroubleshootingwithus!Hey[Customer’sName]!Gladtoconnect.Wehaveafewtutorialslistedthatmayhelpyouresolveyourissuefaster.3.ScriptsforAskingforReview要求評(píng)價(jià)的腳本Ifyouwanttogetyourcustomer’sfeedbacktoimproveyourproduct/serviceorcreateapagefortestimonialsonyouronlinestore,youcanusethefollowingcustomerservicescriptexample:Hi[Customer’sName],we’regladtoknowwe’vesolvedyourproblem.Ifyou’rehappywithourcustomerservice,we’dhighlyappreciateyourreviewfor[RelevantProductName].Youcandothisbyvisiting[ReviewPageLink].4.ScriptsforRequestingScreenSharing要求屏幕分享的腳本Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.Unfortunately,it’ssimilartosteppinginsidesomeone’slivingroom—acustomer’swebbrowserisaprivatespacethatmaynotbereadyforvisitors.Butlikeaplumberorelectrician,youneedaccesstoaclient’spersonalspaceinordertofixhisproblem.So,whenyouplantorequestscreensharingaccessfromcustomers,thisishowoperatorsneedtoaskforit.Bepatientwithcustomers,andusethefollowingscriptstoearntheirtrust.screensharing

屏幕分享Wemayneedtousescreensharingtodiagnoseyourissue.Isitokayforustoremotelyaccessyourbrowser?Ineedsomeadditionalinformationtosolvethisissue.Itwouldbeagreathelpifyoucouldshareyourscreenwithme.Isthatokay?We’rehavingalittletroublediagnosingyourissuebasedontheinformationprovided—wouldyoubewillingtoletmeseeyourscreentofigureoutwhat’sgoingon?We’dliketoseetheexactareawhereyouarefacingtroublestocompleteoursign-upprocess.Isitokayforyoutosharethescreenwithme?I’dliketoconfirmifit’sokayforyoutoshareyourscreenwithme.Itwillhelpusproceedsmoothlywiththeformfill-upprocess.4.Whatprocessdooperatorshavetotakewhenadetailedsupportprocessneedstotakeplace?A.screensharingB.co-browsingC.bothAandBD.neitherAnorBKey:C5.ScriptsforCustomerRetention挽留客戶(hù)的腳本It’sinyourcompany’sbestinteresttokeepasmanyvisitorsasyoucanandmotivatethemtomakeapurchase.Inthisprocess,youcanrelyononeofthescriptslistedbelow:Hellothere,wouldyouliketogettoknowmoreaboutthespecialdiscountedpricesof[ProductsThey’reInterestedin]?Hi,we’rehappytoannouncethatwe’reofferingaspecialtime-limiteddiscounton[Product’sName].Wouldyouliketocheckitout?Itlookslikeyou’reinterestedinsomeofourproductsbutyouhaven’tmadeafinalpurchasesofar.Wouldyoulikemetoshowyouourbestpromotionaloffersrelatedto[RelevantProduct’sName]?

客戶(hù)維系6.ScriptsThatHelpTakingResponsibilityforAMistake承擔(dān)責(zé)任的腳本Thesescriptsarevitallyimportantastheyshapeyourfuturewithyourcustomersafterthedamageisdone.Tomakesureyou’retalkingtothemtherightway,trysomeofthefollowingideas.[Customer’sName],Ideeplyapologizeforthisinconvenience.Imadeamistakeandshowedyoutheoldpriceofthisproduct.Thecorrectpriceis...[Customer’sName],weaccidentallysentyouthewronginvoice.We’llresenditinamoment,togetherwithaspecialdiscountvouchertomakeupforthisinconvenience.Q:Howcanoperatorsendaconversationwithcustomersforagreatending?Howcanoperatorsendaconversationwithcustomersforagreatending?

Answer:Sayingthankyou;Addressingunresponsivecustomers;Providingalternativecontactoptionsforfutureinquiries;ProvidingIn-Appsupport;Askingforreview;Requestingscreensharing;Makingeffortsincustomerretention;Takingresponsibilityforamistake.C.BuildYourVocabularyFillouttheblanketswiththewordsandphrasesbelow.hampering,logoff,tutorials,courteous,recurringerror,diagnosing,specialdiscountvoucher,detailedsupportprocess,testimonials,sign-up1.Youwantyourcustomertologoffnotonlysatisfiedwiththeirservice,butwithapositiveimpressionofyourbusinessandservice.2.That’swhyitisessentialfortheoperatorstoremaincourteousduringtheentirechatconversationtomakesurethatnocustomerleavesdissatisfied.3.That’sprobablybecausetheyarefacingtroublesusingyourapporsomerecurringerrorishamperingtheirexperiencerepeatedly.4.Hey[CustomerName]!Gladtoconnect.Wehaveafewtutorialslistedthatmayhelpyouresolveyourissuefaster.5.Ifyouwanttogetyourcustomer’sfeedback

toimproveyourproduct/serviceorcreateapagefortestimonialsonyouronlinestore,youcanusethefollowingcustomerservicescriptexample.6.Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.7.We’rehavingalittletroublediagnosingyourissuebasedontheinformationprovided—wouldyoubewillingtoletmeseeyourscreentofigureoutwhat’sgoingon?8.We’dliketoseetheexactareawhereyouarefacingtroublestocompleteoursign-upprocess.Isitokayforyoutosharethescreenwithme?9.[Customername],weaccidentallysentyouthewronginvoice.We’llresenditinamoment,togetherwithaspecialdiscountvouchertomakeupforthisinconvenience.D.BuildYourSentencePutthefollowingsentencesintoEnglish.1.感謝使用我們的即時(shí)聊天服務(wù)?，F(xiàn)在我就要關(guān)閉該聊天對(duì)話(huà)。如果您還有其他問(wèn)題，敬請(qǐng)聯(lián)系我們。祝您生活愉快！(hesitateto)Thankyouforusingourlivechatservice.Iamnowclosingthischat.Ifyouhaveanymoreissues,pleasedon’thesitatetoletusknow.Haveagreatday!2.您好，好像您沒(méi)有回應(yīng)哦。我現(xiàn)在要關(guān)閉該聊天對(duì)話(huà)了。如果您還需要什么幫助，您可以在此發(fā)起聊天請(qǐng)求。感謝關(guān)顧！(stopby)Hello,itseemsthatyou’renolongerresponding.Iwillhavetoclosethechatfornow.Ifyoustillneedmyhelp,youcanrequestachatagain.Thanksforstoppingby.3.當(dāng)需要具體協(xié)助處理時(shí)，客服人員不得不進(jìn)行屏幕分享和協(xié)同瀏覽兩個(gè)不同的操作。(detailedsupportprocess)Screensharingandco-browsingaretwodifferentprocessesthatoperatorshavetotakewhenadetailedsupportprocessneedstotakeplace.4.挽留盡可能多的訪客，并鼓勵(lì)他們購(gòu)買(mǎi)，是符合你們公司的最大利益。(incompany’sbestinterest)It’sinyourcompany’sbestinteresttokeepasmanyvisitorsasyoucanandmotivatethemtomakeapurchase.5.我為此次不便深表歉意。我不小心向您展示的是該產(chǎn)品以前的價(jià)格。(apologizeforthisinconvenience)Ideeplyapologizeforthisinconvenience.Imadeamistakeandshowedyoutheoldpriceofthisproduct.

跨境電商客戶(hù)服務(wù)英語(yǔ)（第一版）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

LiveChatScriptsforOnlineCustomerService5:ScriptforSayingNo,DeclineDiscountRequest,TakeFollow-Ups,KeepingCustomersInformed,HandleAngryCustomers,SayIDon’tKnow,andHandleSeveralClientsSimultaneously.在線客戶(hù)服務(wù)即時(shí)聊天腳本5:拒絕客戶(hù)、拒絕折扣要求、繼續(xù)交談、告知情況進(jìn)展、應(yīng)付發(fā)怒客戶(hù)、不了解情況、同時(shí)接受多個(gè)咨詢(xún)內(nèi)容提要：1.拒絕客戶(hù)的通用腳本2.拒絕折扣要求腳本3.與客戶(hù)繼續(xù)交談的腳本4.告知客戶(hù)情況進(jìn)展的腳本5.應(yīng)付發(fā)怒客戶(hù)的腳本6.告知客戶(hù)自己不了解情況的腳本7.同時(shí)接受多個(gè)客戶(hù)咨詢(xún)的腳本【內(nèi)容提要】本節(jié)重點(diǎn)介紹拒絕客戶(hù)、拒絕折扣要求（由價(jià)格中心向產(chǎn)品中心轉(zhuǎn)移，由產(chǎn)品中心向價(jià)值中心轉(zhuǎn)移）、繼續(xù)交談、告知情況進(jìn)展、應(yīng)付發(fā)怒客戶(hù)、不了解情況、同時(shí)接受多個(gè)咨詢(xún)六類(lèi)聊天咨詢(xún)的重點(diǎn)以及腳本模板。。知識(shí)目標(biāo)：理解該七類(lèi)即時(shí)聊天咨詢(xún)的意義，掌握相關(guān)英語(yǔ)表達(dá)和句型。能力目標(biāo)：能夠根據(jù)具體即時(shí)咨詢(xún)的語(yǔ)境，選擇恰當(dāng)聊天模版，以及熟練靈活運(yùn)用已有模版。ScriptsforSayingNo拒絕客戶(hù)的腳本Thecustomerisalwaysright.However,sometimesyousimplyneedtodisagree.Howtodosowhileatthesametimeminimizingtheirfrustrationsasmuchaspossible?Well,tryusingoneofthescriptslistedbelow.I’msorry,wecan’tdothisatthemoment.Wouldyoulikeustoinformyouwhenthisoptionbecomesavailable?1.ScriptsforSayingNo拒絕客戶(hù)的腳本Unfortunately,youcan’tbuythisproductanymoreasit’soutofstockandit’sdiscontinued.Wouldyoulikemetoshowyousomealternatives?2.ChatScriptstoDeclineDiscountRequest拒絕折扣要求腳本Hey[CustomerName],Thanksforinquiringaboutourproduct.Beforewetalkprice,let’smakesureourproductisagoodfitforyou.2.1bytransitionfromprice-focustoproduct-focus由價(jià)格中心向產(chǎn)品中心轉(zhuǎn)移Whydon’tyousignupforourfreetrialandgiveitago?Ifyoulikewhatyousee,Ibetwecanfindapricethatmakesbothofushappy.Soundfair?[CustomerName],Iappreciateyourinterestinourproduct,butIcan’tgiveyouthatdiscount.Iunderstandyourposition,butourpriorityisbeingvaluable.Itwouldn’tbefairtoofferyouadiscountwhiletherestofouruserspayfullprice.Ifyoueverchangeyourmind,I’dlovetohaveyouasacustomer.Butuntilthen,Ididsomeresearchandfoundafewaffordablealternativesforyou.”[CustomerName],Iunderstandyourposition,andIwanttobesensitivetoit.ButIfeellikethere’ssomethingelsegoingon.Tellmethis:Doyoulovetheproduct?2.2byTransitionfromproduct-focustovalue-focus

通過(guò)由產(chǎn)品中心向價(jià)值中心轉(zhuǎn)移Doyoufeelit’sworththeprice?Orareweovercharging?Okay,thenatwhatpricewouldyoubewillingtobuy?[CustomerName],I’msorry!Webelievethatourproduct/serviceoffersmorevalueforyourmoneyanditwillbeunfairtoourothercustomersifwemakeanexception.Anytime.Ifyoueverchangeyourmind,I’dlovetohaveyouasacustomer.3.ScriptforTakingFollow-Ups與客戶(hù)繼續(xù)交談的腳本Afterreceivinganawesomesupportexperience,yourcustomerswouldlikelyrevisityourwebsite.Thattime,youroperatorscantakefollow-upsfromthecustomertoensurethattheyhadagreatexperiencewiththem.Followingareafewexamplesyoucanrefertowhensendingthemfollow-upmessagestocustomersviayourlivechatsoftware.Hi[CustomerName]!It’sgreattoseeyouback.Wehopethatyouaren’tfacingthesameissuenow.Letusknowifyouneedanyhelp.3.ScriptforTakingFollow-Ups與客戶(hù)繼續(xù)交談的腳本Hey[CustomerName]!Wewerewonderingtocatchupandaskifyou’vebeenfacinganysimilarissueslately.Ifnot,thenpleaseignorethismessage.It’sgoodtoseeyouback!4.ScriptforKeepingCustomersInformed告知客戶(hù)情況進(jìn)展的腳本Ifyourcustomersarewaitingforyoutosolveaproblemthey’reexperiencingandyoudon’thaveasolutionyet,youshouldstillgetintouchwiththemtoexplainthesituationindetail.Usually,youcanuseascriptlikethese:Hi[CustomerName],Ijustwantedtoinformyouthatwe’restilltryingtofixtheissueyou’reexperiencing.4.ScriptforforKeepingCustomersInformed告知客戶(hù)情況進(jìn)展的腳本W(wǎng)eapologizefortheinconvenienceandwe’llletyouknowassoonaswehaveitresolved.Thankyouforyourpatience.We’llletyouknowassoonasweeliminatethemalfunction.Hello[CustomerName].We’resorrytohavekeptyouwaiting.We’restillworkingonresolvingyourissue.Hopefully,itwillbedonewithin[estimatedtimeperiod].5.ScriptsforHandlingAngryCustomers應(yīng)付發(fā)怒客戶(hù)的腳本Therearetimeswhenthechatoperatorscancomeacrossangryorirritatedcustomerswhowouldrequireimmediateanswers.Theywouldturnouttobereallyimpatientandwouldhearyououtonasingleexcuse.Sothequestionishowtohandlesuchangrycustomerswithlivechatscripts.Hereareafewscriptexamplesyoucanrefertowhenmanagingiratecustomers:Iseethatourproducthascausedinconvenienceforyou.Letmemakesurethatourteamfindsadefinitesolutionsothatyourexperiencedoesn’tgethampered.5.ScriptsforHandlingAngryCustomers應(yīng)付發(fā)怒客戶(hù)的腳本Yourconcernsarecompletelyjustifiedandthereisnowaywecanignorethispressingmatterathand.Givemesometocomebacktoyouwithadefinitivesolution.6.ScriptsforSaying“IDon’tKnow”告知客戶(hù)自己不了解情況的腳本W(wǎng)hileyouragentsmaybeequippedwithanamazingknowledgebaseandhaveexcellentmutualcollaboration,sometimes,theystillmaynotknowwhattodo.Butthat’snotareasonforthemtofallshortofwordswhiledealingwithcustomers.So,herearesomeconvenientscriptsyoucanrelyon:Thatisaninterestingquestionandneedsexpertinputs.Letmecheckitwithmymanagerrightaway.6.ScriptsforSaying“IDon’tKnow”告知客戶(hù)自己不了解情況的腳本I’msorrybutI’mnotsureifIcanhelpwiththat.WouldyouholdonforamomentsothatIcancontactmysupervisor?Sorry,Idon’thavethatinformationatthismoment.Wouldyoumindsharingyouremail/phonenumberwithmesothatwecangetbacktoyouwithanaccuratereply?7.ScriptsforHandlingSeveralClientsSimultaneously同時(shí)接受多個(gè)客戶(hù)咨詢(xún)的腳本Livechatsoftwareisknownforincreasingagents’efficiency,asitletsthemdealwithseveralrequestsatthesametime.However,sometimes,thingsmaygetprettydifficult,especiallyifalargernumberofcustomersfacecomplexissues.Andnobodywillbehappytohearyou’rehavingabreakfromthemtodealwithotherpeople’srequests.So,let’scheckwhichscriptstousetohandlealltheserequestswisely:[CustomerName],I’msorryforthisdelay.I’mcheckingyouraccountdetails,canIputyouonholdwhileIpullouttherelateddata.I’llbewithyouinaminute.7.ScriptsforHandlingSeveralClientsSimultaneously同時(shí)接受多個(gè)客戶(hù)咨詢(xún)的腳本[CustomerName],wouldyoupleasebearwithmeforacoupleofminutes?Ihavetoreviewyourtransactionhistory.SummingUp:ImprovingCustomerServicewithLiveChatScripts小結(jié)：如何改進(jìn)客戶(hù)服務(wù)的即時(shí)聊天腳本Asyoucansee,withalltheavailablecustomerservicescriptscoveringdifferentphasesofcommunicationbetweenagentsandcustomers,businessestodaygettocommunicatewithsignificantlyincreasedefficiency.Introducinglivechatscripttemplatestoyoursupportsystem,you’repracticallyequippingyouragentswellinadvanceforalltypesofsituations.Itisaperfectexampleofproactivemanagement.Consequently,yourbusinesscangetmultiplebenefitslikeimprovedqualityofcommunication,thepossibilityofhandlingmultiplesimultaneousrequests,enhancecustomersupport,delightedcustomers,etc.Accordingly,helpingyouimproveyourlivechatsupportsystem,livechatscriptsmakeapositiveimpactnotonlyonyourindividualchatsessionsbutalsoonyouroverallcustomersatisfactionandloyalty.Therefore,theyalsopositivelyaffectyourgeneralbusinessperformance,takingyourbrandreputationtoahigherlevel.Words&Expressionsfollow-upsn.后續(xù)（行動(dòng)）minimizev.最小化

discontinuedadj.中止的；停止的estimatedtimeperiod預(yù)估時(shí)間段eliminatev.消除malfunctionn.失靈；出故障irritatedcustomer暴怒的顧客knowledgebase知識(shí)庫(kù)Words&Expressionsmutualcollaboration相互協(xié)同accuratereply明確答復(fù)proactivemanagement主動(dòng)管理multiplebenefits多種益處A.UnderstandMainIdeasAFTERYOUREADCanyounotedownallthecustomerservicesmentionedinthistask?Sayingno;takingfollow-ups;keepingcustomersinformed;handlingangrycustomers;sayingIdon’tknow;handlingseveralclientssimultaneouslyB.UnderstandDetailsAFTERYOUREAD1.Youhaveto___________yourcustomer’sfrustrationsasmuchaspossiblewhenyousimplyneedtodisagreewiththem.A.ReduceB.eliminateC.MinimizeD.ignore2.Afterreceivinga(an)________supportexperience,yourcustomerswouldlikelyrevisityourwebsite.A.QuickB.urgentC.AwesomeD.fast3.“Thatisaninterestingquestionandneedsexpertinputs.Letmecheckitwithmymanagerrightaway.”What’stheoperatordoingbytypinginthisscript?A.Heishandlingirritatedcustomers.B.Heissaying“Idon’tknow.”C.Heiskeepingcustomerinformed.D.Heisbehavingunprofessionally.C.BuildYourVocabularyAFTERYOUREADFillouttheblanketswiththewordsandphrasesbelow.knowledgebaseoutofstockcollaborationexpertinputsmul