如何回復(fù)客戶郵件

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1、如何回復(fù)客戶郵件目錄一.又愛又恨的電子郵件 12二.電子郵件制勝十法則 3三.如何回復(fù)郵件案例THE GOOD AND THE BAD OF E-MAIL電子郵件的好處及利弊電子郵件的好處及利弊我們?yōu)槭裁聪矚g它？我們?yōu)槭裁聪矚g它？我們?yōu)槭裁从憛捤课覀優(yōu)槭裁从憛捤?？THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)1 語句表達(dá)過時(shí)2 過多使用冗長的表達(dá)法3 要多用主動(dòng)語態(tài)4 注意標(biāo)點(diǎn)符號(hào)的使用5 太多客套THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)1 你是從古代穿越過來的嗎

2、？你是從古代穿越過來的嗎？THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)1 你是從古代穿越過來的嗎？你是從古代穿越過來的嗎？THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)2 So many long-winded expressions 過多使用冗長的表達(dá)法過多使用冗長的表達(dá)法。KISS原則Keep It Short and Simple.使用像“buy”、“try”、“start”和“end”這樣的短詞，而不要用“purchase”、“endeavour”、“comme

3、nce”、“terminate”。THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)3 Lets get more active 要多用主動(dòng)語態(tài)。要多用主動(dòng)語態(tài)。不要說：不要說：要說要說Arrangements have been made for a repeat order to be de-spatched to you immediately.The seminar will be conducted by Adrian.The cause of your complaint has been investigated.I ha

4、ve arranged for a repeat order to be sent to you today.Adrian will conduct the seminar.I have looked into this matter.THE WEAKEST LINKS IN YOUR E-MAIL電子郵件中的最薄弱環(huán)節(jié)電子郵件中的最薄弱環(huán)節(jié)4 Colons Colons Colons 冒號(hào)冒號(hào) 冒號(hào)冒號(hào) 冒號(hào)。冒號(hào)。Date:12 January Time:9:00Venue:Sheraton Towers hotelDate 12 January Time 9:00Venue Sherat

5、on Towers hotelTHE WEAKEST LINKS IN YOUR E-MAIL商務(wù)寫作中的最薄弱環(huán)節(jié)商務(wù)寫作中的最薄弱環(huán)節(jié)5 Thank you!謝謝你！謝謝你！使用自然文體，就仿佛在交談，而不要使用那些已經(jīng)存在論數(shù)十年的枯燥的套話。10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則1 Remember your ABC 記住你的記住你的ABC2 Be courteous and considerate 禮節(jié)周到禮節(jié)周到3 Use appropriate tone 使用恰當(dāng)?shù)恼Z氣使用恰當(dāng)?shù)恼Z氣4 Write naturally

6、and sincerely 自然而然真誠的寫作自然而然真誠的寫作5 Remember the KISS principle 牢記牢記KISS原則原則6 Use modern terminology 使用現(xiàn)代語句使用現(xiàn)代語句7 CC to the whole world 抄送給全世界抄送給全世界8 Vague subject line 模糊的主題行模糊的主題行9 Use active not passive voice 用主動(dòng)語態(tài)，不用被動(dòng)語態(tài)用主動(dòng)語態(tài)，不用被動(dòng)語態(tài)10 Compose CLEAR communications 用用“CLEAR”手法撰寫文書手法撰寫文書10 STEPS TO

7、GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則1 Remember your ABC 記住你的記住你的ABCAccurate(準(zhǔn)確)Brief（簡潔）Clear（清晰）認(rèn)真核對(duì)實(shí)施準(zhǔn)確涵蓋所有相關(guān)細(xì)節(jié)細(xì)致校隊(duì)保持句子簡短 使用簡單的表達(dá)法 使用非專業(yè)性語言使用簡單、明了的語言用輕松、自然地風(fēng)格撰寫不要拘泥禮儀或過分親昵10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則2 Be courteous and considerate 禮節(jié)周到禮節(jié)周到l 問候語禮節(jié)、呼應(yīng)（第一封信Dear Mr/Ms分清男女，之后關(guān)系好了

8、再Hi,brother/friend）。l 立即回復(fù)所有信件。即使不能立即回答客戶問題，你也要發(fā)郵件告訴客戶你會(huì)很快給予相近慎重的答案。今天的今天一定要回。香港、臺(tái)灣、韓國2個(gè)小時(shí)內(nèi)回復(fù)。印度11點(diǎn)之前回復(fù)。中東下午1點(diǎn)前。澳大利亞收到后馬上回。歐洲下午三點(diǎn)前一定要回。美國下班前回（根據(jù)各國的時(shí)差和工作習(xí)慣統(tǒng)計(jì)）。l 重點(diǎn)突出，意思明確。牢記3R原則。引導(dǎo)你的讀者（Reader）給予你期望的答案（Response）否則你永遠(yuǎn)不能確定是否會(huì)得到你希望的結(jié)果（Result）l 落款要有完整稱呼。落款有公司標(biāo)識(shí)以及詳細(xì)聯(lián)系資料。10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件

9、制勝十法則商務(wù)郵件制勝十法則有稱呼，有問候有自我介紹使用1,2 清楚明確公司信息明確溫馨的節(jié)日祝福10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則令人不舒服的主題行措辭即無理又生硬過時(shí)說法結(jié)尾很無禮，“staffs”一詞不加“s”結(jié)尾處不能偷懶10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則3 Use appropriate tone 使用恰當(dāng)?shù)恼Z氣使用恰當(dāng)?shù)恼Z氣不要說 要說We cannot do any thing about your problem.This problem woul

10、d not have happened if you had connected the wires propertly.Your TVs guarantee is up,so you will have to pay for it to fixed.Unfortunately we are unable to help you on this occasion.The problem may be resolved by connecting the wires as shown in the handbook.Your TVs guarantee has ended,so unfortun

11、ately you must bear the cost of any repairs.10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則3 Use appropriate tone 使用恰當(dāng)?shù)恼Z氣使用恰當(dāng)?shù)恼Z氣一下表達(dá)法在商務(wù)寫作中要避免使用：Your failure to reply.You did not see.We must insist.You should not expect to.Your refusal to co-operate.You have ignored.This is not our fault.I can as

12、sure you.You failed to.I have received your complaint.10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則4 Write naturally and sincerely 自然而然真誠的寫作自然而然真誠的寫作不要說 要說I have pleasure in informing you.I should be greatful if you would be good enough to advise us.Please revert to us soonestWe do not anticipa

13、te any increase in prices.Please favour us with a prommpt reply.I am pleased to tell you.Please let me know.I hope to hear from you soon.We do not expect prices to rise.I hope to hear from you soon.10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則5 Remember the KISS principle 牢記牢記KISS原則原則有人對(duì)人們對(duì)不同長度

14、句子的理解程度做過調(diào)查：9575 47-10個(gè)單詞15-20個(gè)單詞27個(gè)單詞或更多10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則5 Remember the KISS principle 牢記牢記KISS原則原則KISS的意思地用短詞而不是長詞或者復(fù)雜的詞不要說 要說commenceregarding purchaseutilizerequireendeavour,attemptterminatestateexpediteadvise,informvisualisedespatchassiststartabout buyuseneedtry

15、endsayhurry,speed uptellseesendhelp10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則5 Remember the KISS principle 牢記牢記KISS原則原則KISS的意思能用單詞表達(dá)就不要用短語不要說 要說I should be glad if you wouldin the event thatat the present moment in timein the very near futurewe would like to ask youpleaseifnowlaterplease10 S

16、TEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則5 Remember the KISS principle 牢記牢記KISS原則原則要避免使用下列短語：I have noticed thatIt has come to my attention thatI am pleased to inform you thatI am writing to let you know thatI must inform you thatPlease be informed thatPlease be advised thatThank you in anticip

17、ationThank you and regardsKindest regards10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則6 Use modern terminology 使用現(xiàn)代語句使用現(xiàn)代語句不要說 要說Please be good enough to advise me please be remindedthe above-mentioned goodsEnclosed herewith you will findplease let me knowplease rememberthese goodsI enclose10 S

18、TEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則7 CC to the whole world 抄送給全世界抄送給全世界10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則8 Vague subject line 模糊的主題行模糊的主題行SMART 原則Specific（具體明確）Meaningful（有意義）Appropriate（恰當(dāng)）Relevant（相關(guān)）Thoughtful（關(guān)切）10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則9 Use a

19、ctive not passive voice 用主動(dòng)語態(tài)，不用被動(dòng)語態(tài)用主動(dòng)語態(tài)，不用被動(dòng)語態(tài)Tim played the violin.The violin was played by Tim.10 STEPS TO GOOD BUSINESS E-Mail商務(wù)郵件制勝十法則商務(wù)郵件制勝十法則10 Compose CLEAR communications 用用“CLEAR”手法撰寫文書手法撰寫文書Clear（清晰）Logical（具有邏輯性）Empathetic（設(shè)身處地）Accurate（精確）Right（正確）不要在讀心人心中留下任何疑問。使用明確的手法來幫助自己表達(dá)，用熟悉的單詞和簡

20、單的語句，而非模棱兩可的措辭。還要記住使用讀者能看懂的、直截了當(dāng)?shù)恼Z言，寫作要體現(xiàn)出友好、自然和交談式的風(fēng)格。信件的結(jié)構(gòu)要符合邏輯，以介紹信開頭，中間不封就你的要點(diǎn)進(jìn)行邏輯性闡述，然后得出一個(gè)自然的結(jié)論，其中表明你需要讀信人采取的行動(dòng)。最后用恰當(dāng)?shù)囊恍芯渥咏Y(jié)尾。將自己置于讀者的立場，問問自己讀信人閱讀我的信件時(shí)會(huì)有何中感受？如有不清楚或措辭不當(dāng)?shù)牡胤?，再發(fā)信前就要修改。確保所有相關(guān)細(xì)節(jié)都包括在內(nèi)時(shí)間、日期、姓名、事實(shí)及數(shù)字，并且都是精確的。在發(fā)信之前仔細(xì)校隊(duì)（不僅僅是檢查拼寫），以確保一切都完全正確。E-Mail WORK 點(diǎn)評(píng)電子郵件主題行不具體首字母要大寫這類縮寫知識(shí)和手機(jī)短信，不適合電子

21、郵件要使用大寫字母表示月份不要簡寫，詞首要大些大寫字母像是在喊叫，讓人感到粗魯無禮避免在結(jié)尾處使用這樣的縮寫E-Mail WORK 點(diǎn)評(píng)電子郵件主題行符合“SMART”原則稱呼簡單明確友好的結(jié)尾給又見畫上圓滿的句號(hào)起始段簡短，段落之前清晰HOW TO REPLY E-MAIL 如何回復(fù)郵件 首次詢問郵件 要報(bào)價(jià)郵件 要樣品郵件 要求折扣郵件 跟進(jìn)郵件HOW TO REPLY E-MAIL 如何回復(fù)郵件Dear Sir/MadamDuring a recent visit to the Ideal Home Exhibition I saw a sample of your plastic ti

22、le flooring.I think this type of flooring would be suitable for the ground floor of my house,but I have not been able to find anyone who is famlilar with such tiling.Would you please give me the following information:1 What special preparation would be necessary for the underflooring?2 In what colou

23、rs and designs can the tiles be supplied?3 Are the tiles likely to be affected by rising damp?4 Would it be necessary to employ a specialist to lay the floor?If so,can you recommend one in my area?I should appreciate your advice on these matters.Yours faithfullyEnquiry 詢問函介紹此次活動(dòng)的背景情況將具體問題加上編號(hào)結(jié)尾處提出要求

24、HOW TO REPLY E-mail 如何回郵件Dear Mr WilsonThank you for your enquiry of 18 August regarding our plastic tile flooring.A copy of our brochure is enclosed showing the designs and range of colours in which the tiles are supplied.Bottomline,22 the Squara,Rugby,is a very reliable firm which carries out all

25、our work in your area.I have asked the company to get in touch with you to inspect your floors.Their consultant will be able to advise you on what preparation is necessary and whether dampness is likely to cause a problem.Our plastic tile floor is hard-wearing and if the tile are laid professionally

26、,I am sure the work will give you lasting satisfaction.Please let me know if I can provide any further help.Yours faithfullyReply 回復(fù)函確認(rèn)收到對(duì)方的詢問函，并告知隨函附寄了產(chǎn)品宣傳樣冊(cè)針對(duì)具體問題提出解決辦法保證提供高質(zhì)量的產(chǎn)品溫馨結(jié)尾，增加好感。HOW TO REPLY E-mail 如何回復(fù)郵件Dear XX:Thank you for your inquiry of 16th September.We are pleased to hear that you

27、 are interested in our product sucker rod coupling.Weve enclosed the detailed information of the product for your reference.Product toaster Specification xxxxxxxxxxxxxxx Package 1pcs/box Delievery 15 daysPrice 10usd/pcs Payment L/C For purchase quantities over 1,000pcs of individual items we would a

28、llow you a discount of 1%.Payment is to be made by irrevocable L.C at sight.We look forward to receiving your first order.Sincerely,開頭語簡潔帶過證明你是專業(yè)而老練的商人.開頭語特忌諱主動(dòng)過多介紹自己，因?yàn)闀?huì)給人一種推銷的感覺，給人的第一感覺就不好報(bào)價(jià)簡潔明了全面Quotation 報(bào)價(jià)函HOW TO REPLY E-mail 如何郵件Dear Mr.Thornton,We are pleased that your company is interested i

29、n our products.The samples you have required are now available.They are free of charge,but it is our companys policy to request a Certificate of Incorporation.Samples will be sent immediately as soon as the Certificate of Incorporation has been sent to our fax number。（86-535-6527199）Sorry for the in

30、convenience.We sincerely hope this little formality will not stand in te way of our future relationship.We hope you can understand our position and look forward to our furture cooperation.With best regards,字體選用arial，字號(hào)選擇較小字號(hào)，對(duì)年長及位高權(quán)重者可用Mr.或Mrs.起稱，但大部分時(shí)間可直呼其名。如Dear Thomas如果要分段，盡量一個(gè)段落只表達(dá)一個(gè)意思，并最好由不超過三個(gè)

31、以上的句子組成。要知道很多老外的英文書寫也不是太好，對(duì)太長太復(fù)雜的句子理解有困難。尤其是一些非英語 國家的客戶，段與段之間至少且至多空一行；第一次聯(lián)系客戶時(shí)，除非客戶在詢盤中提出，最好不要主動(dòng)附上圖片，以免被刪或被國外反垃圾郵件軟件攔截；Requests for samples 要求提供樣品HOW TO REPLY E-mail 如何回復(fù)郵件Dear Mr.Hansen,Thanks you for your letter of 18August and for the samples of cotton underwear you very kindly sent to me.I appre

32、ciate the good quality od these garments,but unfortunately your prices appear to be on the high side even for garments of this quality.To accept the prices you quote would leavve me with only a smal profit on my sales since this is an area in which the pricipal demand is for articles in the mediun p

33、rice rangs.I like the quality of your goods and would welcome the opportunity ti do business with you.May I suggest that perhaps you could make some allowance on your quoted prices which would help to introduce your goods to my customers.If you cannot do so,then I must regretfully decline your offer

34、 as it stands.I hope to hear from you soon.With best regards,確認(rèn)收到對(duì)方來函，以及樣品，然后致謝再次表達(dá)對(duì)產(chǎn)品質(zhì)量的好感，表示希望合作并要求給予好的折扣Customer demand discount 客戶請(qǐng)求給予優(yōu)惠樣品質(zhì)量好，但是擔(dān)心利潤少HOW TO REPLY E-mail 如何回復(fù)郵件Dear Mr.Daniels,I am sorry to learn from your letter of 23 August that you find our prices too high.We do our best to kee

35、p prices as low as possible without sacrificing quality.To this end we are constantly investigating new methods of manufacture.Considering the quality of the goods offered we do not feel that the prices we quoted are at all excessive.How ever,bearing in mind the special character of your trade,we ar

36、e prepared to offer you a discount of 4%on a first order for$1000.This allowance is made because we should like to do business with you if possible,but I must stress that it is the furthest we can go to help you.I hope this revised offer will enable you to place an order,and I look forward to hearin

37、g from you soon.With best regards,確認(rèn)收到對(duì)方來函，并就客戶提出的價(jià)格過高給與回復(fù)鑒于對(duì)方因?yàn)槭切驴蛻?，因此表示將給與優(yōu)惠。Reply 回復(fù)函保證價(jià)格的合理性HOW TO REPLY E-mail 如何回復(fù)郵件Dear XX Hope you are fine,my friend.It is regret that I havent receive any information from your side.May I have your idea about our offer?We will try to satisfy you upon receipt

38、 of your reply.As we dont want to lost a good customer like you!If there is anything we can do for you,we shall be more than pleased to do so.Hope we can build good cooperation with your.Yours sincerely親切的問候Follow-up letters 跟進(jìn)信希望滿足客戶的要求對(duì)未來展望公司介紹怎么寫？公司介紹三行 How long?When？What？HOW TO REPLY E-mail 如何回復(fù)

39、郵件如果客人還沒有回信,一周后再問客人不回信的真實(shí)原因.(一般情況,70%的客人會(huì)告訴你他的原因)Dear XX,Glad to contact you again!Have you kindly check my offer?Hope they are workable for your market!Sorry that we still dont receive any information from you.I would apprreciate for your any comment about our offer,including price,quality,sercive.

40、No matter if it is positive answer,It is great help for us to meet your requirement.Waiting for your favorable reply soon!Best regards,親切的問候Follow-up letters 跟進(jìn)信詢問客戶是否看到過郵件，以及有沒有什么問題對(duì)未來展望適時(shí)跟蹤，一般客戶都是同時(shí)詢問很多的供應(yīng)商，所以要適時(shí)提醒他你把他放在心里，并讓他知道你在等待。比如公司有了什么技術(shù)改進(jìn)或者新的產(chǎn)品開發(fā)，可以發(fā)送給很多客戶，或許機(jī)會(huì)就在那里。HOW TO REPLY E-mail 如何回復(fù)郵

41、件之后的日子里,可以嘗試新產(chǎn)品的報(bào)價(jià),刺激下客人的神經(jīng).我通常是這樣寫的：Dear XX Good day!my quotation of digital photo frame you might have received and considerated.could you kindly advise your comments at your earlier convenience?if the products isnot your are expecting,pls advise me your details requirement,i will re-offer asap.i

42、am of service at any time!Best regards,親切的問候Follow-up letters 跟進(jìn)信還有沒有對(duì)別的產(chǎn)品感興趣服務(wù)！學(xué)會(huì)維護(hù)和客戶的關(guān)系，這個(gè)是最難的一點(diǎn)，同時(shí)也是最重要的，需要自己體會(huì)。坦誠對(duì)人，不要欺騙，是最基本的一點(diǎn)。HOW TO REPLY E-mail 如何回復(fù)郵件但是，不同的客人，我會(huì)變換著寫郵件，讓客人知道我們公司，產(chǎn)品的存在我不會(huì)把客人纏得太緊，約十來天給他一封郵件我通常這樣回復(fù)的：Dear*,Wish you have a nice day!May I ask whether you have received my quotati

43、on?Now I am sending it again,if you have any other ideas.Please feel free to contact me.We will do much better if you can give any advices to us.I am waiting for your reply ASAP.Best regards,親切的問候Follow-up letters 跟進(jìn)信報(bào)價(jià)單再發(fā)一次，引起客戶興趣服務(wù)！千萬不要認(rèn)為你在與電腦交談HOW TO REPLY A E-mail 如何回復(fù)郵件如果仍然沒有回音的話，可以在一、兩個(gè)月后再寫一封信

44、。Dear Sir,Now I am writing for keeping in touch with you for further business.If any new inquiry,welcome here and I will try my best to satisfy you well with comptetitive prices as per your request.By the way,how about your order(or business)with item*?If still pending I would like to offer our latest prices to promote an opportunity to cooperate with each other.Thanks and best regards,與客戶保持良好的聯(lián)系Follow-up letters 跟進(jìn)信跟進(jìn)之前的報(bào)價(jià)客戶是否采購了，了解市場行情Dont panic-you can always pick up the phone 不必驚慌不必驚慌-你隨時(shí)可以打電話你隨時(shí)可以打電話如果郵件交流拖得時(shí)間太長或變得太復(fù)雜，打電話或許效果更加