一封優(yōu)雅地道的英文郵件會(huì)讓人賞心悅目。毫無(wú)疑問大部分外貿(mào)/跨境電商從業(yè)者和客戶打交道的方式大都是英文郵件。歐美客戶的思維比較直接簡(jiǎn)單，相比中文推崇的鋪墊暗喻委婉等天花亂墜的方式，一封快準(zhǔn)狠的郵件往往給人夏季里一瓶雪碧般清新涼的透徹。
理論與實(shí)踐有多遠(yuǎn)？接觸了形形色色的同行和外語(yǔ)相關(guān)從業(yè)者，其中除去已經(jīng)修仙得道游刃有余的頂級(jí)專家，大部分朋友的商務(wù)寫作應(yīng)用能力確實(shí)堪憂。自信可愛的CET 6經(jīng)常會(huì)出現(xiàn)無(wú)從下手的情況；傲嬌的專業(yè)八級(jí)大牛，經(jīng)過(guò)實(shí)際考察后往往是有待提高。語(yǔ)法的拿捏和語(yǔ)氣的斟酌都讓人心碎蛋痛。比如命令式的語(yǔ)氣和粗魯?shù)膽B(tài)度國(guó)外客戶依然能下訂單忍不住讓人捏一把冷汗（當(dāng)然，大多數(shù)是無(wú)意），繞山繞水賣弄文采實(shí)則裹腳布的語(yǔ)句著實(shí)讓人看得無(wú)端煩躁。
沒有人在意那些華而不實(shí)的東西。商業(yè)場(chǎng)景下，歐美人更注重的是精準(zhǔn)的回饋和清晰的表達(dá)，即使略有語(yǔ)法錯(cuò)誤也是可以理解（當(dāng)然一定程度會(huì)被視為不嚴(yán)謹(jǐn)）?？蛻粢环庠儐柕泥]件，回復(fù)內(nèi)容第一條也最好直接給出答復(fù)。曾經(jīng)手下的一個(gè)小朋友自以為然地做了很長(zhǎng)的背景描述，在接近尾聲回答了客戶的問題。然而客戶并沒有耐心瀏覽整封郵件，最終采取了投訴的方式。站在客戶的角度上可以理解，稀爛的文筆和模擬兩可的語(yǔ)氣已經(jīng)讓人煩躁，快餐時(shí)代大多數(shù)人沒有耐心欣賞你的含蓄文采。
以下是模板供參考。跨境電商或者外貿(mào)從業(yè)者經(jīng)常遇到的情形。
產(chǎn)品損壞
Dear customer,
Sorry to hear the defective issue. We will offer you full refundand help you decrease the loss.
Considering the logistics distance, it is sometimes inevitable for product got broken. Normally we will repair the return items and donate them to children in charity organization, however, as the holidays are approaching,logistic pressure is much heavier than peacetime. Therefore, in this case, we suggest you may keep the item while we offer you full refund for expressing our sincere apology.
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Best regards!
Name
CSC from X company
物流信息詢問
Dear customer,
According to the tracking information, we can clearly see the item will arrive in the shipping address soon.
If you still don’t get the item?after prescribed time limit. We sincerely suggest you may contact the local post office or ask if neighbors or relatives representing you to sign the package. ??Despite we really want to help you solve the problem, however, foreign logistic issue, to most degree, are out of our control,
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Best regards!
Name
CSC from X company
要求退貨
Dear customer,
No problem!
We feel sorry that our products didn’t get your affection and would like to help you decrease the loss and compensate for your dissatisfaction.
Regarding on this issue, we sincerely suggest you may keep the item or sent it to your friends as a gift, while we offer you a large amount of partial refund. Please kindly tell us your decision.
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Perfection’s not attainable, but if we chase it we can catch excellence. We always strive to offer excellent services and products.
Best regards!
Name
CSC from X company
原創(chuàng)內(nèi)容，轉(zhuǎn)載請(qǐng)注明出處。想獲取更多干貨請(qǐng)關(guān)注公眾號(hào)：sw-lang
