如何回复客户邮件

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THEGOODANDTHEBADOFE-MAIL电子邮件的好处及利弊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？我们为什么讨厌他？THEWEAKESTLINKSINYOURE-MAIL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THEWEAKESTLINKSINYOURE-MAIL电子邮件中的最薄弱环节1你是从古代穿越过来的吗？THEWEAKESTLINKSINYOURE-MAIL电子邮件中的最薄弱环节1你是从古代穿越过来的吗？“Pleasebeinformed兹通知Kindlybeadvised现谨通知Iamwritingtoadviseyou我写信建议您Iwouldliketobringtoyourattention我想提请您注意“Furthertothetelecontodaybetweenyourgoodselfandtheundersigned为回应今天阁下和签字人之间的电话”Asspokeninourtelecontoday“据我们远距离电话会议THEWEAKESTLINKSINYOURE-MAIL电子邮件中的最薄弱环节2Somanylong-windedexpressions过多使用冗长的表达法。KISS原则——KeepItShortandSimple.使用像“buy”、“try”、“start”和“end”这样的短词，而不要用“purchase”、“endeavour”、“commence”、“terminate”。THEWEAKESTLINKSINYOURE-MAIL电子邮件中的最薄弱环节3Let‘sgetmoreactive要多用主动语态。不要说：要说Arrangementshavebeenmadeforarepeatordertobede-spatchedtoyouimmediately.TheseminarwillbeconductedbyAdrian.Thecauseofyourcomplainthasbeeninvestigated.Ihavearrangedforarepeatordertobesenttoyoutoday.Adrianwillconducttheseminar.Ihavelookedintothismatter.THEWEAKESTLINKSINYOURE-MAIL电子邮件中的最薄弱环节4ColonsColonsColons冒号冒号冒号。Date:12JanuaryTime:9:00Venue:SheratonTowershotelDate12JanuaryTime9:00VenueSheratonTowershotelTHEWEAKESTLINKSINYOURE-MAIL商务写作中的最薄弱环节5Thankyou!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。10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则1RememberyourABC记住你的ABC2Becourteousandconsiderate礼节周到3Useappropriatetone使用恰当的语气4Writenaturallyandsincerely自然而然真诚的写作5RemembertheKISSprinciple牢记KISS原则6Usemodernterminology使用现代语句7CCtothewholeworld抄送给全世界8Vaguesubjectline模糊的主题行9Useactivenotpassivevoice用主动语态，不用被动语态10ComposeCLEARcommunications用“CLEAR”手法撰写文书10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则1RememberyourABC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10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则2Becourteousandconsiderate礼节周到问候语——礼节、呼应（第一封信DearMr/Ms分清男女，之后关系好了再Hi,brother/friend）。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）。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）落款——要有完整称呼。落款有公司标识以及详细联系资料。10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则DearJagtap,Howareyou?ThisisCarrie,colleagueofAlina.Thanksforyourinquiry,wehavesomequestionstoconfirmwithyou.1.Thematerialforthebeltisfusedaluminazirconiawith4tpye:40#,60#,80#,120#whichtypedoyouneed?2.BOSCHGWS5-100haslittledifferentfromwhatyouhaveseenitonfactory.Atlast,happyNewYearinadvance.Bestregards,CarrieYantaiSanmonMachineryEquipmentsCo.,Ltd.A:Room1306,No.462SouthQingnianRoad,ZhifuDistrict,264000,Shandong,ChinaT：00865356656652|F:00865356527199|M:008618561088021|Skype:carriezhang0100W:|E:[e-mail]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10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则[e-mail]12:[e-mail]!!JohnAppreciateifyouwouldconsiderandbearinmindthatIamnolongerresponsiblefordealingwithpettycash.Someofyourstaffskeepbringingtheirvoucherstome,butthisresponsiblityhasbeentakenoverbyMartininAccounts.Heistheonewhoshouldbecontactedhenceforthforallpettycashmatters.Yourco-operationisappreciatedinmakingsureallyourstaffsknowaboutthisBRgs/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10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则3Useappropriatetone使用恰当的语气不要说要说Wecannotdoanythingaboutyourproblem.Thisproblemwouldnothavehappenedifyouhadconnectedthewirespropertly.YourTV'sguaranteeisup,soyouwillhavetopayforittofixed.Unfortunatelyweareunabletohelpyouonthisoccasion.Theproblemmayberesolvedbyconnectingthewiresasshowninthehandbook.YourTV'sguaranteehasended,sounfortunatelyyoumustbearthecostofanyrepairs.10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则3Useappropriatetone使用恰当的语气一下表达法在商务写作中要避免使用：Yourfailuretoreply...Youdidnotsee...Wemustinsist...Youshouldnotexpectto...Yourrefusaltoco-operate...Youhaveignored...Thisisnotourfault...Icanassureyou...Youfailedto...Ihavereceivedyourcomplaint...10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则4Writenaturallyandsincerely自然而然真诚的写作不要说要说Ihavepleasureininformingyou...Ishouldbegreatfulifyouwouldbegoodenoughtoadviseus...PleasereverttoussoonestWedonotanticipateanyincreaseinprices.Pleasefavouruswithaprommptreply.Iampleasedtotellyou...Pleaseletmeknow...Ihopetohearfromyousoon.Wedonotexpectpricestorise.Ihopetohearfromyousoon.10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则5RemembertheKISSprinciple牢记KISS原则有人对人们对不同长度句子的理解程度做过调查：957547-10个单词15-20个单词27个单词或更多10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则5RemembertheKISSprinciple牢记KISS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commenceregardingpurchaseutilizerequireendeavour,attemptterminatestateexpediteadvise,informvisualisedespatchassiststartaboutbuyuseneedtryendsayhurry,speeduptellseesendhelp10STEPSTOGOODBUSINESSE-Mail商务邮件制胜十法则5RemembertheKISSprinciple牢记KISS原则KISS的意思能用单词表达就不要用短语不要说要说Ishouldbegladifyouwouldintheeventthatatthepresentmomentintimeintheverynea