跨境電商客戶服務(wù)英語 課件 Task 24 客戶服務(wù)的即時聊天禮儀;Task 25 在線客戶服務(wù)即時聊天腳本1：問候客戶、賠禮道歉

跨境電商客戶服務(wù)英語（第一版）目錄Contents第五章即時聊天腳本任務(wù)24即時聊天禮儀任務(wù)25即時聊天腳本1

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

內(nèi)容提要1.即時聊天技術(shù)性建議2.即時聊天禮儀之行為建議3.即時聊天禮儀之知識建議LiveChatEtiquetteforCustomerService客戶服務(wù)的即時聊天禮儀【內(nèi)容提要】對非英語母語的跨境電商客服人員而言，即時聊天咨詢無疑是最考驗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21個常見情境，分為6個任務(wù)進行講述。本任務(wù)從4個方面，共11條建議聚焦即時聊天的禮儀。知識目標：理解即時聊天禮儀的四大關(guān)注，即技術(shù)、行為、知識和其他，掌握是否收取取消費用的通用型模板。能力目標：能夠在具體即時聊天過程中踐行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.有價值的人（或事物）；資產(chǎn)；財產(chǎn)evangelistn.福音傳教士；（文中比喻品牌的死忠粉）livechatsoftware即時聊天軟件impeccableadj.無錯誤的；無瑕疵的；完美的Emojisn.表情符號LivechatLiveChatEtiquettes:TechnicalTips即時聊天禮儀之技術(shù)性建議閱讀

Hereisalistoftechnicaltipsthatwillhelpyouroperatorsprovideapersonalizedandseam-lessconversationwithlivechat.1.1Useemojis

使用表情符號Wanttobuildapersonalrapportwithyourvisitors?Useemojis.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.Emojiscancreateamorepositiveexperience,aslongastheyareusedstrategically.Emoji:表情符號Conversationscangetalittleroboticifthevisitoronlygetstoseetextinthechatbox.Inshort,textconversationsgivetheimpressiontothevisitorthatabotismanagingtheirquestionontheotherside.Understandthis,facialexpressionsareverymuchapartoftheconversation.Theyletyouknowwheretheconversationisheadingtowards.Andthough,livechatdoesallowyoutheface-to-faceconversationoptionwithvideochat,thefrstpointofcontactwouldbemessaging.Soratherthanwritinglengthytextmessagestoyourwebsitevisitorsinthechatbox,makesureyouaddasmileortwotoaddapersonaltouchtotheconversation.1.2AvoidUsingEllipses切勿使用省略號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；一直進行的1.3Avoidgrammar,spelling,andpunctuationerrors

避免語法、拼寫、標點等錯誤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.標點符號;標點符號用法intentionallyadv.故意地;有意地chatoperator(s)聊天運營商shorthandtyping速記打字exclamationmark感嘆號2.LiveChatEtiquettes:BehavioralTips即時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即時聊天禮儀之知識建議Hereisalistofknowledgetipsthatwillhelpyouroperatorsstaypreparedforanyquestionthatthevisitororcustomermaycomeupwithhassle-free.BeOffer-Aware出言謹慎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;終極目標internetlanguage網(wǎng)絡(luò)語言behavioraltips行為技巧instantresolution即時解決end-of-the-chatprotocol結(jié)束聊天禮儀

練習

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

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

lookslikeanachievablegoal.

10.Don’tendachatrightafterresolvingtheissue.Therearesomethatneedtobefollowedtoconcludethechatleavingthevisitorfeeling

goodaboutthewholeconversation.empatheticresolveredirectInstantresolutionend-of-the-chatprotocolsD.BuildYourSentencePutthefollowingsentencesintoEnglish.得到始終如一，且令人滿意客戶服務(wù)的買家自然心情舒暢，他們正是任何生意寶貴資產(chǎn)，并且常常成為品牌的死

忠粉。(consistentandsatisfyingcustomerservice)

2.一些人可能會感到驚訝，但表情符確實可以給即時聊天怎家個人風格。(personaltouch)

3.當我們給正在進行中的聊天加入交談性口吻時，使用省略號絕不是一個好主意。(conversationaltone)4.在與訪客進行即時聊天時，你應(yīng)當盡量避免語法、拼寫、標點錯誤。(avoidmakingerror)5.切記，你是公司的發(fā)言人，無論你當天經(jīng)歷了什么，你有責任做到體貼熱心。(spokesperson)6.集中精力盡可能地提供關(guān)聯(lián)信息，而不是說話繞圈子。(relevantinformation)SuggestedAnswer:1.Delightedcustomers,whoreceiveconsistentandsatisfyingcustomerservice,arealwaysabigassetforanybusinessastheyoftenturnouttobetheevangelistsforthebrand.2.Forsome,thiscomesasasurprise,butemojisdohelptoaddapersonaltouchtotheconversationatlivechat.3.Andwhilewewanttoaddaconversationaltonetothechattakingplace,itwouldn’tbeasmartideatouseellipses.4.Youshouldavoidmakinggrammar,spelling,andpunctuationerrorswhenhavingaconversationwithvisitorsonlivechat.5.Remember,youareaspokespersonforyourcompanyandnomatterwhatkindofdayyou’rehaving,it’syourresponsibilitytobekindandhelpful.6.Focusongivingoutasmuchrelevantinformationaspossibleratherthanbeatingaroundthebush!

跨境電商客戶服務(wù)英語（第一版）目錄Contents第五章即時聊天腳本任務(wù)24即時聊天禮儀任務(wù)25即時聊天腳本1

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

LiveChatScriptsforOnlineCustomerService1:Greeting,Apologizing在線客戶服務(wù)即時聊天腳本1：問候客戶、賠禮道歉內(nèi)容提要：1.問候客戶的即時聊天腳本2.向客戶道歉的即時聊天腳本【內(nèi)容提要】本任務(wù)簡要闡述即時聊天腳本的實際價值，重點介紹問候客戶、賠禮道歉兩類聊天腳本模板。知識目標：理解即時聊天模板的作用，掌握問候客戶、賠禮道歉的英語表達和句型。能力目標：能夠根據(jù)具體聊天語境，選擇恰當?shù)牧奶炷０澹约笆炀氺`活運用已有模板。Whatmakeslivechatscriptssoimportantforsalesandcustomerservice?Andhowdoestheiruseimpactyourbusinessperformance?導(dǎo)入

Torealizeallthebenefitsoflivechatscripts,youneedtounderstandtheimportanceofchatetiquetteforyourcustomers'experienceandsatisfaction.Appropriatelivechatcommunicationnotonlyincreasesthechancesofsellingyourproductorservicebutalsoenhancescustomers'loyalty,aswell.Andrepresentingatestedwayofcommunicatingwithcustomers,thesepremademessagetemplatesminimizetheeffortsyouragentshavetomaketokeepcustomerssatisfied.Q:Howdolivechatscriptssupportyou?livechatscriptscanimproveyoursupportinvariousways:

Theyspeedupthecommunication,makingiteasierforagentstohandlemultiplerequestssimultaneously;

Theyhelpestablishastandardized,uniformtoneandlanguage,increasingcustomers'trust;

Theyprovideconsistentcommunicationbetweenyouragentsandyourcustomersinthelongrun,helpingyoudeliverapleasantexperiencewithnosurprises.TemplatesGreetingsApologizingCustomerServiceGreetingsScripts問候客戶的即時聊天腳本1.1Generalgreeting通用型問候腳本1.2

Greetingscriptsforrepeatvisitors問候多次咨詢的客戶腳本1.3

Explainingthatchatmaybemonitoredorrecorded

告知客戶該聊天咨詢可能被監(jiān)聽或錄音的腳本1.1Generalgreeting通用型問候腳本Hello!Welcometo[BusinessesName],andthankyouforvisitingoursite.Howcanwehelpyoutoday?Hello,andthankyouforusing[BusinessesName’s]livechatserviceIstheresomethinginparticularwecanhelpyouwith?Goodmorning/afternoon/evening,andthankyouforcontactingourchatline.Howareyoudoingtoday?MayIaskwhyyoucontactedourchatservicetoday?1.1Generalgreeting通用型問候腳本Goodafternoon!Howmayweassistyoutoday?Goodday,thankyouforreachingoutto[BusinessesName]customerservice.Mynameis[Agent’sName].WhatcanIdoforyoutoday?Hello,thankyoufortextingto[BusinessesName].You’respeakingto[Agent’sName].HowcanIhelpyou?1.2Greetingscriptsforrepeatvisitors

問候多次咨詢的客戶腳本Helloagain[CustomerName]!Welcomebacktooursite.Whatcanwedoforyoutoday?Welcomeback[CustomerName]!It’sgreattoseeyouagain.Didyouwanttopickupwhereyouleftoff?Hello,andwelcomebackto[BusinessName’s]site.1.2Greetingscriptsforrepeatvisitors

問候多次咨詢的客戶腳本W(wǎng)ereyouhavingmoreproblemswith[PreviousIssue]?Welcomeback[CustomerName]!Iseverythingokaywithyour(previouslysolvedproblematicsituation)?HowcanIhelpyoutoday?Hello[CustomerName]!Happytoseeyouagain!WhatcanIdotohelpyoutoday?Nicetoseeyouagain,[CustomerName]!Howcanwehelpyouthistime?1.3

Explainingthatchatmaybemonitoredorrecorded

告知客戶該聊天咨詢可能被監(jiān)聽或錄音的腳本Iwantedtomentionthatthischatmaybereviewedforqualityassurance.Wewanttoletyouknowthatthischatmaybereviewedandusedfortrainingpurposes.Tomakesureyou’rehavingimpeccablecustomerserviceexperience,wemayreviewthischatsessionfortrainingpurposes.Wewanttopointoutthat[BusinessName]mayreviewthischattohelpimproveyourexperience

2.ApologizingwithCustomerServiceScripts向客戶道歉的即時聊天腳本2.1Howtoapologizeforaproblematicsituation?為糟糕狀況道歉的腳本2.2Howtoapologizeforbeingunabletomeettherequest?為無法滿足客服要求而道歉的腳本2.3Howtoeffectivelyprovidealternativeoptionsusinglivechatscripts?提供其他解決方案的腳本2.1Howtoapologizeforaproblematicsituation?

為糟糕狀況道歉的腳本[CustomerName],I’msosorryyouhavetodealwiththisproblem.LetmecheckifIcanfixit.We’rereallysadaboutyournegativeexperience.TellmewhathappenedandI’lldomybesttomakethingsright.IunderstandhowyoufeelandI’mdeeplysorryaboutit.I’llforwardyourrequesttotheresponsibleofficerrightawayandtrytocorrectthisassoonaspossible.Iunderstandhowyoufeel,I’mverysorry.We’regoingtotakecareofthisforyourightnow.2.1Howtoapologizeforaproblematicsituation?

為糟糕狀況道歉的腳本I’mdeeplysorryabout[Problem].Letmespeakwithmysupervisortoseehowwecancorrectthisforyou.I’msorrythat[ProductName]isnotwhatyouexpected.Iwanttotalkwithmysupervisortoseewhatwecando.IunderstandhowyoufeelandI’mdeeplysorryaboutit.I’llforwardyourrequesttotheresponsibleofficerrightawayandtrytocorrectthisassoonaspossible.Iunderstandhowyoufeel,I’mverysorry.We’regoingtotakecareofthisforyourightnow.2.2Howtoapologizeforbeingunabletomeettherequest?為無法滿足客服要求而道歉的腳本Iapologize,butatthistimewe’reunabletomeetthatrequest.I’mverysorry,butfulfillingthatrequestisn’tpossibleatthistime.LetmecheckandseewhatelseIcandoforyou.I’mreallysorrybutwhatyou’reaskingisbeyondthescopeofwhatwecando.Here’swhatIcando...2.2Howtoapologizeforbeingunabletomeettherequest?為無法滿足客服要求而道歉的腳本Iapologize,butatthistimewe’reunabletomeetthatrequest.I’mverysorry,butfulfillingthatrequestisn’tpossibleatthistime.LetmecheckandseewhatelseIcandoforyou.I’mreallysorrybutwhatyou’reaskingisbeyondthescopeofwhatwecando.Here’swhatIcando...2.3Howtoeffectivelyprovidealternativeoptionsusinglivechatscripts?提供其他解決方案的腳本MayIsuggest[Solution]asanalternative?Tobestmeetyourneeds,Iwouldrecommendthefollowing...

Ifeelthatthebestwaytosolveyourissuewouldbe[Solution]...WhileIcan’thelpyououtwiththatspecificissue,I’dbehappytorecommendasuitablealternative.2.4Howtoforwardarequesttothehigher-leveloperators?將請求向上級提交的腳本Iunderstandhowyoufeel—wouldyouliketospeakwithasupervisorwhowouldbeabletobettermeetyourneeds?Iwouldneedtogetapprovalfrommymanagerforthatrequest...MayItransferyou?

Wouldyoulikemetoreferyoutomysupervisor?Imayneedtocheckwithmymanagertoaccommodatethatrequest.2.4Howtoforwardarequesttothehigher-leveloperators?將請求向上級提交的腳本I’dreallyliketohelpyousolvethisissuebutyourrequestisoutofthescopeofmyresponsibilities.Wouldyoulikemetoconnectyouwithmysupervisor?I’msorrybutIfirsthavetocheckwithmymanagerifIcanhandlethisrequest.

Ican’tdoanythingforyouregardingthisissuebutIcantransferyoutoasupervisorwhomaybeabletofixit.Words&Expressionsbusinessperformance 公司業(yè)績chatetiquette 聊天禮儀customer’sloyalty 客戶忠誠度simultaneouslyadv 同時地standardizedadj.標準化的uniformadj.統(tǒng)一的diverseadj.多樣化的polishv.潤飾；修改dedicatedlyadv.全心全意地Words&Expressionscurtadj. 簡短而失禮的unenthusedadj.

缺乏熱情的put...onedge 使……緊張instillv.

灌輸pickup撿起；拾起leaveoff離開previouslysolvedproblematicsituation

之前已經(jīng)解決的問題reviewv.審查Words&Expressionsimpeccableadj.無可挑剔的addressableadj.

可對付的；可解決的constructivelyadv. 建設(shè)性地scratchone’shead 撓頭softentheblow緩和打擊compassionateadj.有同情心的beyondthescopeofoursupportpossibilities

不在我們支持的范圍之內(nèi)

messyadj.混亂的Words&Expressionshiccupsn.小問題jeopardizev.

危及；危害ingoodhands 受到很好的關(guān)注engagewithsb 與某人交流unobtrusivelyadv.謙虛謹慎地co-browsingn.協(xié)同瀏覽Logoff下線reoccurringerror再次發(fā)生的錯誤

hamperv.阻礙Words&Expressionsscreenshare屏幕分享diagnosev.

診斷malfunctionn. 失靈；出現(xiàn)故障knowledgebase 知識庫mutualcollaboration互相協(xié)作Jargonspremademessage 預(yù)制消息repeatvisitor

回頭客monitoringactivity 監(jiān)測活動qualityassurance質(zhì)量保證negativeexperience消極體驗proactivesales主動銷售unresponsivecustomer無響應(yīng)的客戶Jargonsactivepromotions 有效促銷inactivepromotions

無效促銷customerretention 客戶維系specialdiscountvoucher特殊折扣券AFTERYOUREAD1.Inwhatwaysdolivechatscriptsimproveyoursupportforcustomers?2.Whenpre-makingapologizingscripts,youhavetotakediversesituationsintoconsideration.Whatarethey?SuggestedAnswer:1.Theyspeedupthecommunication,makingiteasierforagentstohandlemultiplerequestssimultaneously.2.Theyhelpestablishastandardized,uniformtoneandlanguage,increasingcustomers’trust.3.Theyprovideconsistentcommunicationbetweenyouragentsandyourcustomersinthelongrun,helpingyoudeliverapleasantexperiencewithnosurpriseQ1:Q2:1.Howtoapologizeforaproblematicsituation?2.Howtoapologizeforbeingunabletomeettherequest?3.HowtoeffectivelyprovidealternativeoptionsusingLiveChatscripts?4.Howtoforwardarequesttothehigher-leveloperators?B.UnderstandDetailsAFTERYOUREAD1.“Startingontherightfootwithacustomersetsthestageforapositivechat,whileacurtorunenthusedgreetingcanputaclientonedge.”Pleasechoosethebestreplacementsfromthefollowingforthewordandtheexpressioninitalics.A.abrupt,make...nervousB.short,make...nervousC.abrupt,make...dangerousD.short,make...dangerous2.Themostconvenientgeneralgreetingexamplesthatinstillconfidenceinyourwebsitevisitorsusuallyinclude_________.A.companynameB.agent’snameC.friendlyoffertohelpD.alltheabove3.“Didyouwanttopickupwhereyouleftoff”Whoisthisgreetingscriptsentto?A.newvisitorsB.repeatvisitorsC.bothAandBD.neitherAnorB4.Doyouneedtoexplainyourmonitoringactivitiestoyourvisitors?A.YesB.NoC.notmentionedD.notsure5.Neverdenyacustomer’srequestwiththeword“no”,instead,youneedtoreplywithqualityalternatives.Howdoyouthinkofthispractice?A.directB.professionalC.problematicD.unempathetic6.