Language usage(Silver)Updated 3 years ago
1. Language form
When the customer contacts us in a language other than English, we need to reply to the customer in that language, not in English. For example: German - German; French - French. If we don't know German/French, we need to use translation software to translate into German/French and then reply to the customer.
When a non-English speaking customer corrects our language organic flip traces and he starts using English, we first need to tell the customer frankly that our native language is not that language and then apologize, and start switching to English to reply to the customer. In short, as the customer's language changes.
2. Language specification
When replying to pre-sales emails, we can bring this sentence at the end of the email: If there is anything else that needs assistance with, please feel no hesitate to reach us.
When replying to logistics-related emails, we can't use the macro continuously and mechanically, we need to verify the specific logistics status before replying to customers. Especially for overseas customer service, if you can't get more information, you need to give feedback to domestic customer service, verify the information, and then reply to the customer.
When the reply email can find a suitable macro, we can not mechanically apply the macro completely, especially some macros with Chinese, we need to check which content should be appropriately removed before replying to the customer.
Case and punctuation also need to be standardized to reflect our professionalism.
Livechat
Same as email
Phone
1. When a customer calls in a language other than English, and we don't know that language, first of all, don't panic and ask the customer if you can communicate in English.
2. When a customer speaks very fast on the phone and you don't understand much, don't panic and ask the customer if he can repeat his question, because you didn't hear it clearly. The purpose of this is to better help customers answer questions.
3. If you can't help the customer solve the problem on the phone, we can propose whether you can go to email, we need to go to other colleagues to verify the problem (like inventory, logistics, functional failure, etc.), it will take a little time so that we can provide a better and more effective solution.