如何回复客户邮件(PPT42页)

如何回复客户邮件目录一.又爱又恨的电子邮件 12二.电子邮件制胜十法则 3三.如何回复邮件案例THE GOOD AND THE BAD OF E-MAIL电子邮件的好处及利弊电子邮件的好处及利弊随意随意是否过于随意是否过于随意点击按钮就可以把信息发给很多人是否由于发信太容易而是我们收到太多的电子邮件你可以粘贴附件并很容易的发出如果不质疑，我们可能会下载带病毒的文件；此外，大容量的文件需要花费较长时间下载。快捷信息继续几秒就可以发出速度过快，有时候点击了“发送”又想收回比较便宜我们收到很多垃圾邮件可以选择优先次序打开邮箱时，你可以决定先读哪封邮件存在迅速恢复电子邮件的压力我们为什么喜欢它？我们为什么喜欢它？我们为什么讨厌他？我们为什么讨厌他？THE WEAKEST LINKS IN YOUR E-MAIL电子邮件中的最薄弱环节电子邮件中的最薄弱环节1 语句表达过时2 过多使用冗长的表达法3 要多用主动语态4 注意标点符号的使用5 太多客套THE WEAKEST LINKS IN YOUR E-MAIL电子邮件中的最薄弱环节电子邮件中的最薄弱环节1 你是从古代穿越过来的吗？你是从古代穿越过来的吗？THE WEAKEST LINKS IN YOUR E-MAIL电子邮件中的最薄弱环节电子邮件中的最薄弱环节1 你是从古代穿越过来的吗？你是从古代穿越过来的吗？“Please be informed兹通知兹通知Kindly be advised现谨通知I am writing to advise you我写信建议您I would like to bring to your attention我想提请您注意“Further to the telecon today between your goodself and the undersigned为回应今天阁下和签字人之间的电话”As spoken in our telecon today“据我们远距离电话会议THE WEAKEST LINKS IN YOUR E-MAIL电子邮件中的最薄弱环节电子邮件中的最薄弱环节2 So many long-winded expressions 过多使用冗长的表达法过多使用冗长的表达法。KISS原则Keep It Short and Simple.使用像“buy”、“try”、“start”和“end”这样的短词，而不要用“purchase”、“endeavour”、“commence”、“terminate”。THE WEAKEST LINKS IN YOUR E-MAIL电子邮件中的最薄弱环节电子邮件中的最薄弱环节3 Lets get more active 要多用主动语态。要多用主动语态。不要说：不要说：要说要说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 have 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电子邮件中的最薄弱环节电子邮件中的最薄弱环节4 Colons Colons Colons 冒号冒号 冒号冒号 冒号。冒号。Date:12 January Time:9:00Venue:Sheraton Towers hotelDate 12 January Time 9:00Venue Sheraton Towers hotelTHE WEAKEST LINKS IN YOUR E-MAIL商务写作中的最薄弱环节商务写作中的最薄弱环节5 Thank you!谢谢你！谢谢你！使用自然文体，就仿佛在交谈，而不要使用那些已经存在论数十年的枯燥的套话。10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则1 Remember your ABC 记住你的记住你的ABC2 Be courteous and considerate 礼节周到礼节周到3 Use appropriate tone 使用恰当的语气使用恰当的语气4 Write naturally and sincerely 自然而然真诚的写作自然而然真诚的写作5 Remember the KISS principle 牢记牢记KISS原则原则6 Use modern terminology 使用现代语句使用现代语句7 CC to the whole world 抄送给全世界抄送给全世界8 Vague subject line 模糊的主题行模糊的主题行9 Use active not passive voice 用主动语态，不用被动语态用主动语态，不用被动语态10 Compose CLEAR communications 用用“CLEAR”手法撰写文书手法撰写文书10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则1 Remember your ABC 记住你的记住你的ABCAccurate(准确)Brief（简洁）Clear（清晰）认真核对实施准确涵盖所有相关细节细致校队保持句子简短 使用简单的表达法 使用非专业性语言使用简单、明了的语言用轻松、自然地风格撰写不要拘泥礼仪或过分亲昵10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则2 Be courteous and considerate 礼节周到礼节周到l问候语礼节、呼应（第一封信Dear Mr/Ms分清男女，之后关系好了再Hi,brother/friend）。l立即回复所有信件。即使不能立即回答客户问题，你也要发邮件告诉客户你会很快给予相近慎重的答案。今天的今天一定要回。香港、台湾、韩国2个小时内回复。印度11点之前回复。中东下午1点前。澳大利亚收到后马上回。欧洲下午三点前一定要回。美国下班前回（根据各国的时差和工作习惯统计）。l重点突出，意思明确。牢记3R原则。引导你的读者（Reader）给予你期望的答案（Response）否则你永远不能确定是否会得到你希望的结果（Result）l落款要有完整称呼。落款有公司标识以及详细联系资料。10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则Dear Jagtap,How are you?This is Carrie,colleague of Alina.Thanks for your inquiry,we have some questions to confirm with you.1.The material for the belt is fused alumina zirconia with 4 tpye:40#,60#,80#,120#which type do you need?2.BOSCH GWS 5-100 has little different from what you have seen it on factory.At last,happy New Year in advance.Best regards,CarrieYantai Sanmon Machinery Equipments Co.,Ltd.A:Room 1306,No.462 South Qingnian Road,Zhifu District,264000,Shandong,ChinaT：0086 535 6656652|F:0086 535 6527199|M:0086 18561088021|Skype:carriezhang0100W:http:/|E:有称呼，有问候有自我介绍使用1,2 清楚明确公司信息明确温馨的节日祝福10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则From Date 12:34To Subject REMINDER!JohnAppreciate if you would consider and bear in mind that I am no longer responsible for dealing with petty cash.Some of your staffs keep bringing their vouchers to me,but this responsiblity has been taken over by Martin in Accounts.He is the one who should be contacted henceforth for all petty cash matters.Your co-operation is appreciated in making sure all your staffs know about this BRgs/Sally令人不舒服的主题行措辞即无理又生硬过时说法结尾很无礼，“staffs”一词不加“s”结尾处不能偷懒10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则3 Use appropriate tone 使用恰当的语气使用恰当的语气不要说 要说We cannot do any thing about your problem.This problem would 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 unfortunately you must bear the cost of any repairs.10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则3 Use appropriate tone 使用恰当的语气使用恰当的语气一下表达法在商务写作中要避免使用：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 assure you.You failed to.I have received your complaint.10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则4 Write naturally and sincerely 自然而然真诚的写作自然而然真诚的写作不要说 要说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 anticipate 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商务邮件制胜十法则商务邮件制胜十法则5 Remember the KISS principle 牢记牢记KISS原则原则有人对人们对不同长度句子的理解程度做过调查：9575 47-10个单词15-20个单词27个单词或更多10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则5 Remember the KISS principle 牢记牢记KISS原则原则KISS的意思地用短词而不是长词或者复杂的词不要说 要说commenceregarding purchaseutilizerequireendeavour,attemptterminatestateexpediteadvise,informvisualisedespatchassiststartabout buyuseneedtryendsayhurry,speed uptellseesendhelp10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则5 Remember the KISS principle 牢记牢记KISS原则原则KISS的意思能用单词表达就不要用短语不要说 要说I should be glad if you wouldin the event thatat the present moment in timein the very near futurewe would like to ask youpleaseifnowlaterplease10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则5 Remember the KISS principle 牢记牢记KISS原则原则要避免使用下列短语：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 anticipationThank you and regardsKindest regards10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则6 Use modern terminology 使用现代语句使用现代语句不要说 要说Please be good enough to advise me please be remindedthe above-mentioned goodsEnclosed herewith you will findplease let me knowplease rememberthese goodsI enclose10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则7 CC to the whole world 抄送给全世界抄送给全世界10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则8 Vague subject line 模糊的主题行模糊的主题行SMART 原则Specific（具体明确）Meaningful（有意义）Appropriate（恰当）Relevant（相关）Thoughtful（关切）10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则9 Use active not passive voice 用主动语态，不用被动语态用主动语态，不用被动语态Tim played the violin.The violin was played by Tim.10 STEPS TO GOOD BUSINESS E-Mail商务邮件制胜十法则商务邮件制胜十法则10 Compose CLEAR communications 用用“CLEAR”手法撰写文书手法撰写文书Clear（清晰）Logical（具有逻辑性）Empathetic（设身处地）Accurate（精确）Right（正确）不要在读心人心中留下任何疑问。使用明确的手法来帮助自己表达，用熟悉的单词和简单的语句，而非模棱两可的措辞。还要记住使用读者能看懂的、直截了当的语言，写作要体现出友好、自然和交谈式的风格。信件的结构要符合逻辑，以介绍信开头，中间不封就你的要点进行逻辑性阐述，然后得出一个自然的结论，其中表明你需要读信人采取的行动。最后用恰当的一行句子结尾。将自己置于读者的立场，问问自己读信人阅读我的信件时会有何中感受？如有不清楚或措辞不当的地方，再发信前就要修改。确保所有相关细节都包括在内时间、日期、姓名、事实及数字，并且都是精确的。在发信之前仔细校队（不仅仅是检查拼写），以确保一切都完全正确。E-Mail WORK 点评电子邮件From Harry.Limpresto.co.myDate 11:26 2015/01/13To CC Subject HELLO!hi shirleyHope things well with u,its good know that u will be back in malaysia again in nov to hold your seminar on effective biz writing.PLS LET ME HAVE SOME FREE DATE while u r over here.Some bookstores r interested in a talk cum signing event.I hope u will agree to take part.thks&rgsHarry主题行不具体首字母要大写这类缩写知识和手机短信，不适合电子邮件要使用大写字母表示月份不要简写，词首要大些大写字母像是在喊叫，让人感到粗鲁无礼避免在结尾处使用这样的缩写E-Mail WORK 点评电子邮件From Harry.Limpresto.co.myDate 11:26 2015/01/13To CC Subject Book signing in MalaysiaHello shirleyI hope things are well with you.I was pleased ti hear that you will be back in Malaysia again in Novenber to hold your seminar on Effective Business Writing.Some bookstores are interested in asking you to do a talk and signing event.I hope you will agree to take part.If so,please let me have some free dates while you are over here.See you soon.Harry主题行符合“SMART”原则称呼简单明确友好的结尾给又见画上圆满的句号起始段简短，段落之前清晰HOW TO REPLY E-MAIL 如何回复邮件 首次询问邮件 要报价邮件 要样品邮件 要求折扣邮件 跟进邮件HOW TO REPLY E-MAIL 如何回复邮件Dear Sir/MadamDuring a recent visit to the Ideal Home Exhibition I saw a sample of your plastic tile 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 colours 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 询问函介绍此次活动的背景情况将具体问题加上编号结尾处提出要求HOW TO REPLY E-mail 如何回邮件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 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,I am sure the work will give you lasting satisfaction.Please let me know if I can provide any further help.Yours faithfullyReply 回复函确认收到对方的询问函，并告知随函附寄了产品宣传样册针对具体问题提出解决办法保证提供高质量的产品温馨结尾，增加好感。HOW TO REPLY E-mail 如何回复邮件Dear XX:Thank you for your inquiry of 16th September.We are pleased to hear that you 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 allow 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,开头语简洁带过证明你是专业而老练的商人.开头语特忌讳主动过多介绍自己，因为会给人一种推销的感觉，给人的第一感觉就不好报价简洁明了全面Quotation 报价函HOW TO REPLY E-mail 如何邮件Dear Mr.Thornton,We are pleased that your company is interested in 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 inconvenience.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,字体选用arial，字号选择较小字号，对年长及位高权重者可用Mr.或Mrs.起称，但大部分时间可直呼其名。如Dear Thomas如果要分段，尽量一个段落只表达一个意思，并最好由不超过三个以上的句子组成。要知道很多老外的英文书写也不是太好，对太长太复杂的句子理解有困难。尤其是一些非英语 国家的客户，段与段之间至少且至多空一行；第一次联系客户时，除非客户在询盘中提出，最好不要主动附上图片，以免被删或被国外反垃圾邮件软件拦截；Requests for samples 要求提供样品HOW TO REPLY E-mail 如何回复邮件Dear Mr.Hansen,Thanks you for your letter of 18August and for the samples of cotton underwear you very kindly sent to me.I appreciate 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 price 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 as it stands.I hope to hear from you soon.With best regards,确认收到对方来函，以及样品，然后致谢再次表达对产品质量的好感，表示希望合作并要求给予好的折扣Customer demand discount 客户请求给予优惠样品质量好，但是担心利润少HOW TO REPLY E-mail 如何回复邮件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 keep 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 are 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 hearing from you soon.With best regards,确认收到对方来函，并就客户提出的价格过高给与回复鉴于对方因为是新客户，因此表示将给与优惠。Reply 回复函保证价格的合理性HOW TO REPLY E-mail 如何回复邮件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 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亲切的问候Follow-up letters 跟进信希望满足客户的要求对未来展望公司介绍怎么写？公司介绍三行 How long?When？What？HOW TO REPLY E-mail 如何回复邮件如果客人还没有回信,一周后再问客人不回信的真实原因.(一般情况,70%的客人会告诉你他的原因)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.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,亲切的问候Follow-up letters 跟进信询问客户是否看到过邮件，以及有没有什么问题对未来展望适时跟踪，一般客户都是同时询问很多的供应商，所以要适时提醒他你把他放在心里，并让他知道你在等待。比如公司有了什么技术改进或者新的产品开发，可以发送给很多客户，或许机会就在那里。HOW TO REPLY E-mail 如何回复邮件之后的日子里,可以尝试新产品的报价,刺激下客人的神经.我通常是这样写的：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 am of service at any time!Best regards,亲切的问候Follow-up letters 跟进信还有没有对别的产品感兴趣服务！学会维护和客户的关系，这个是最难的一点，同时也是最重要的，需要自己体会。坦诚对人，不要欺骗，是最基本的一点。HOW TO REPLY E-mail 如何回复邮件但是，不同的客人，我会变换着写邮件，让客人知道我们公司，产品的存在我不会把客人缠得太紧，约十来天给他一封邮件我通常这样回复的：Dear*,Wish you have a nice day!May I ask whether you have received my quotation?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,亲切的问候Follow-up letters 跟进信报价单再发一次，引起客户兴趣服务！千万不要认为你在与电脑交谈HOW TO REPLY A E-mail 如何回复邮件如果仍然没有回音的话，可以在一、两个月后再写一封信。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,与客户保持良好的联系Follow-up letters 跟进信跟进之前的报价客户是否采购了，了解市场行情Dont panic-you can always pick up the phone 不必惊慌不必惊慌-你随时可以打电话你随时可以打电话如果邮件交流拖得时间太长或变得太复杂，打电话或许效果更加9、静夜四无邻，荒居旧业贫。2023/9/252023/9/25Monday,September 25,202310、雨中黄叶树，灯下白头人。2023/9/252023/9/252023/9/259/25/2023 5:09:21 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