除了常規(guī)性的業(yè)務(wù)開發(fā)和客戶跟進(jìn)工作，外貿(mào)業(yè)務(wù)員在與客戶溝通的過程當(dāng)中也需要經(jīng)常面對(duì)許多其它非常規(guī)性的特殊情況。在遇到這些情況時(shí)，應(yīng)當(dāng)如何有效應(yīng)對(duì)處理并高效的和客戶進(jìn)行溝通呢？

以下是23個(gè)外貿(mào)業(yè)務(wù)員常用郵件模板-特殊情況：你可以根據(jù)自己的行業(yè)、公司、產(chǎn)品情況以及自身的經(jīng)驗(yàn)判斷進(jìn)行調(diào)整和完善，做出一套適用于自己的郵件模板，從而讓你在以后每一次與客戶進(jìn)行郵件溝通的時(shí)候都能夠高效省時(shí)，最大程度上提升你的客戶開發(fā)跟進(jìn)工作的整體效率和效果。

通知客戶自己近期即將出差

Dear John Smith,

Thank you for your email.

I will be travelling for work over the next 2 weeks and will not be able to work in the office as usual. In the most part, some of this work will be in remote areas but I will respond to your emails as quickly as I can.

In case of an emergency or a pressing issue that needs urgent attention, feel free to reach out to my colleague Ms.Sophia. Give her a call on [6666-6666] or send a message to [sophia@abc.com].

With best wishes and thanks.

Lily Lee

通知客戶自己將要開始休假（請(qǐng)假）

Dear John Smith,

Good day,

Please be aware that I will be on annual vacation from 15th-25th July. I will have limited access to my email during my absence.

For urgent matters, please send me an SMS or call me on [6666-6666].

You can also communicate with my assistant Sophia via her email [sophia@abc.com], or call her on [8888-8888].

Thank you for your understanding.

Best regards,

Lily Lee

常規(guī)性放假通知

Dear John,

How are you?

Due to the upcoming traditional Chinese New Year, we will have a 7-day holiday from 15th-21st Feb. During this period of time, I will check emails occasionally, in case you need any assistance, please feel free to let me know.

Sincerely,

Lily

通知客戶自己已經(jīng)離職

Dear John Smith,

Thank you for your email.

I am no longer working at ABC Company. Ms.Sohpia Zhang has taken up my role of Sales Manager.

For matters relating to new inquiry or orders, please contact Ms.Sohpia Zhang via the email [sophia@abc.com] or call her on [6666-6666].

For any other matters, you can also contact our general manager via info@abc.com or call [8888-8888].

Thank you.

Best regards,

Lily Lee

離職前與客戶告別及介紹新的業(yè)務(wù)負(fù)責(zé)人（1）

Dear John Smith,

After eight incredible years at [ABC Company], I'm excited to inform you that I have just accepted an offer to move on to [New company]. This new role will be an important player in advancing my career, and I couldn't feel more grateful for the opportunity.

However, that sadly means that I will no longer be the Sales Manager here for your business. I have enjoyed watching you grow and cheering on your successes. Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life.

Luckily, here I have an incredible colleague Ms.Sophia Zhang, who will take over my job to serve you in the future. Ms.Sophia Zhan is an outstanding Sales Manager and a dear friend of mine. She has been working here for over five years and has a lot to show for it. I genuinely believe you two will get along well and that she will be a huge support for you.

She will be emailing you in the next couple days with a warm greeting and plans for you both to discuss. I'm looking forward to hearing all about it.

Thank you again for being a great client for the last two years. I wish you all the best. Keep me posted on your business.

Thanks.

Best regards,

Lily Lee

離職前與客戶告別及介紹新的業(yè)務(wù)負(fù)責(zé)人（2）

Dear John Smith,

I'm writing to let you know that I have resigned my position at [ABC Company]. It has been an absolute pleasure to work with you over the past 5 years, and I thank you for a great business relationship during my time here at [ABC Company]. I sincerely hope our paths cross again and wish you well in your future endeavors.

I will be available through Friday, August 10, but after that date, Ms.Sophia Zhang will be the new sales manager for your business. She will be looking into your questions, inquiries, and orders in the future. You can reach Ms.Sophia Zhang at [sophia@abc.com] or by phone at [8888-8888].

Ms.Sophia Zhang is a real professional sales manager and has an experience of ten years in this industry and has successfully managed his/her tasks in our sales department, reaching out to customers and proactively addressing their queries and problems. She knows everything about our product, top to bottom. And she’ll put that expertise to work for you. She is an expert in selling all the products in the [Product] industry and is a great charm to work with. We are all confident that Ms.Sophia Zhang will take on her new responsibilities with the same enthusiasm and professionalism she has shown so far.

You have always trusted our company and have extended great cooperation to make our company the leading firm. We request you to extend the same type of cooperation to Ms.Sophia Zhang. We believe you will find her expertise invaluable in making your business a happy experience.

Best regards,

Lily Lee

接手離職人員的業(yè)務(wù)后與客戶進(jìn)行初次溝通

Dear John Smith,

This is [Sophia Zhang], I'm very excited to be the new Sales Manager for your business at [ABC Company]! I've heard great things about you from my teammates, and I'm hoping they've said some good things about me, too.

My role will be to guide you through anything you need. If you ever have questions, run into problems, consider an new order, or anything at all, I'm the one for the job. We will be working closely together, and I'll be helping you navigate your new orders and projects.

I'm looking forward to discussing more details with you.

Cheers.

Best regards,

Sophia Zhang

客戶向已離職的員工發(fā)來郵件

Dear John Smith,

Thank you for your email.

Ms.Lily Lee is no longer working in our company. Her position has been replaced by Ms.Sophia Zhang. Her email is [sophia@abc.com]. Please kindly send your future inquiries to Ms.Sophia Zhang directly, she will attend to your email promptly.

You may also contact her at [8888-8888] for a quick conversation or any urgent issues.

Thanks & Best regards,

The Management of ABC Company

由于一些原因，不愿意與客戶繼續(xù)合作下去

Dear John Smith,

We'd like to thank you for choosing our company as your supplier. Unfortunately, we feel at this time that we aren't the right supplier for your needs, and will be terminating our contract, effective immediately, as per clause [12.5] in our Sales Agreement.

Please note that this is not a reflection on you personally. We simply feel that another supplier would be better suited to meet the requirements of your project.

Thank you.

Best regards,

Lily Lee

對(duì)已中止合作的客戶進(jìn)行再次跟進(jìn)、開發(fā)

Dear John Smith,

It has been a while since we heard from you.

We value your business and want to make sure we provided you with best quality [Product name] as well as a positive customer service experience. We would like to apologize if we haven't provided either in the past to your satisfaction.

We are committed to improvement and have since [list changes made since last order].

I have attached additional information related to [improvement] for your reference, and I would like to offer you [special offer] in return for giving us a second chance.

Looking forward to hearing from you soon.

Best regards,

Lily Lee

給客戶發(fā)送了錯(cuò)誤信息，由公司管理人員出面道歉及說明情況

Dear John Smith,

On behalf of the management of [ABC Company], I apologize for the inconvenience you experienced due to the wrong information you received from our sales team.

You are very important to us. The unpleasant experience you had was not intended, however, we will take full responsibility for it. Please kindly accept our deepest apologies once again.

Please kindly let me know when it would be convenient to put a call through to you to further discuss this matter.

Thank you for your kind understanding. We look forward to hearing from you.

Warm regards,

General Manager at ABC Company

已終止與某個(gè)經(jīng)銷商的合作，回復(fù)終端用戶提出的投訴

Dear John Smith,

Thank you for your enquiry.

We are sorry you have been having difficulties contacting [Distributor name]. To answer your question, we have terminated our partnership with [Distributor name], therefore we are unable to assist you with the problem you are facing now.

The partnership was terminated on 25 January 2020, which was six months before you made your order with them. We currently have no official communication lines with them and are unable to provide you with further details regarding the situation with the company.

I have attached to this email, the legal documents showing the termination of the partnership.

It is our hopes that the situation is resolved soonest.

Best regards,

Lily Lee

終端用戶發(fā)郵件詢問一款已停產(chǎn)的老款產(chǎn)品

Dear John Smith,

Thank you for your enquiry.

You were unable to find our [Old model name] because we have discontinued the manufacture and sales of this model. It has been replaced with [New model name] which is an improved model with more advanced features and functions.

I have attached to this email, a product catalog that contains details of the features of this new model and other models, and a PDF file containing the addresses of our distributors in your country where you can conveniently purchase this new model.

Thank you so much for choosing our product. We cherish your patronage.

Best regards,

Lily Lee

邀請(qǐng)客戶提供合作反饋，用來發(fā)布到公司網(wǎng)站上

Dear John Smith,

We’re currently in the process of updating our website, and we’re wanting to showcase some client testimonial in our About Us page. We wondered if you would be happy to be featured on our site and, if so, could you provide us with a few words to accompany it?

You could either provide a short testimonial paragraph describing the experience of working with us in the past years, and what results we have achieved for you, or you could simply write a few sentences answering the questions below:

1. What was the best thing about working with us?

2. What results has our work generated for your company?

3. What was your clients' / local market reaction to our product?

4. What can we improve on?

We will be looking forward to your positive feedback soon.

Best regards,

Lily Lee

請(qǐng)求老客戶推薦新客戶

Dear John Smith,

It’s been a pleasure working with you over the past 2 years, and I hope you're continuing to enjoy working with us.

Just a quick favor to ask of you – do you know anyone else who is in the business of [Product name]? We're always looking for new companies to cooperate with, and I’d appreciate anyone you can refer us to that might be a potential business partner.

Thanks a million!

Best regards,

Lily Lee

客戶沒有收到我們發(fā)給他的郵件

Dear John,

I have replied your below email on July 21, but seems you didn't receive it. Please check if it is in your Spam Folder.

I have forwarded my email to you just now, please check if you have received it.

Sincerely,

Lily

通過文字無法準(zhǔn)確判斷客戶具體想要表達(dá)的內(nèi)容

Dear John Smith,

Thanks for your information.

I’m not sure if I follow what you’re saying, any chance you could provide a little more detail? A picture or a video would be super helpful as well.

Thanks!

Best regards,

Lily Lee

催促客戶支付貨款

Dear John Smith,

This is a kind reminder of an outstanding payment you have with us of USD65,260. This is with reference to the Proforma Invoice number JG20580. our records show that we have not received the payment which was due to be paid by 5th July 2020.

I herewith attach an Proforma Invoice with reference number JG20580. I have also enclosed the relevant shipping documents related to this order for your reference. If you have already made payments, please discard this email.

If these payments have not been made, kindly address this matter with urgency. We request that you make these payments ASAP without any further delay so that we can complete this order at the end of the month. As indicated on our PI, we will be charging three percent interest in the outstanding amount monthly.

Kindly send a reference code for the online transaction so that we can follow up with our finance department. If there are technical problems in processing the payment please let us know.

We appreciate and value you as a client and we would be disappointed to lose you. Thank you.

Best regards,

Lily Lee

感恩節(jié)祝福

Dear John Smith,

Before everyone goes their separate ways this Thanksgiving, I wanted to send a quick message to let you know how much I appreciate having you as a client. Working with people like you is what makes my job great, and that's something for which I’m truly thankful.

I wish you all the best this holiday season and in the coming year.

Best regards,

Lily Lee

圣誕節(jié)祝福

Dear John Smith,

The year is coming to an end, and the merriest time of the year is here. In only a couple of days it’s Christmas, and I’d like to take the occasion to say thank you for your part in our successful cooperation in 2020.

I wish you a Merry Christmas, happy holidays and a great start to the new year!

Best regards,

Lily Lee

圣誕節(jié)祝福常用語句

1.Wishing you a Merry Christmas and a Happy New Year and thanks for all your support throughout the year. All the best for 2021.

2.We would like to take this opportunity to thank you for doing business with us and to wish you a very Merry Christmas and a Happy New Year.

3.It’s been fantastic working with you in 2020 and we hope we can continue doing business together in the forthcoming year. In the meantime, have a wonderful Christmas and a happy holiday season.

4.Christmas is a time of giving, and we’d like to give you a huge thanks for being our cherished customer. Have a happy holiday season and we look forward to working with you in the New Year.

5.May your holiday be blessed with the love and warmth of family and friends. A client of ours is considered a friend. Thank you and Merry Christmas.

6.From everyone at [ABC Company], we’d like to say thank you for your continued loyalty and faith in us. Put your feet up and have a well-deserved rest this Christmas and let every day of the holiday season be filled with joy.

7.It’s been an absolute pleasure working with you during the past 12 months, let’s make 2021 even better. Best wishes for the holiday season.

8.May you and your family have a safe and happy Christmas that is full of making happy memories. Thank you for being our treasured customer.

9.We would like to take this opportunity to say thank you for the business you have given us throughout the year. We hope you will continue being one of our valued customers in 2021. All the best for the holiday season.

10.To our esteemed customer. Thank for your continued support. We hope you enjoy spending a relaxing time with your friends and family this holiday season. Have a very Merry Christmas and all the best in 2020.

感恩節(jié)祝福常用語句

1.I appreciate having you as a client and a friend. Happy Thanksgiving to you and yours!

2.Thanks so much for your business. I wish you nothing but the best this Thanksgiving.

3.I’m grateful for your business and humbled by the trust you’ve shown in me. Have a great Thanksgiving.

4.I’m thankful to have clients like you – not just on Thanksgiving, but every day.

5.Wherever you go and whatever you do this Thanksgiving, I wish you the best. Being able to work with you is something I’m truly grateful for.

6.This Thanksgiving, I’m thankful to have you as a client. Working with you has been a true pleasure, and I can only hope our relationship continues for many years. May you have a wonderful Thanksgiving surrounded by family and friends.

7.On this Thanksgiving, we want to share our genuine appreciation for you. We wouldn’t be where we are today without you!

8.This Thanksgiving, we want to share our genuine appreciation with you. Without you, we would not be where we are today, and we’re so thankful for all of your support throughout the year. We hope you have a joyous holiday and we look forward to serving you again.

9.I’m so thankful for the opportunity to serve you this past year. I’ve genuinely enjoyed working with you and getting to know you. Thank you for being a wonderful and supportive client and for all you do to support my business. I value our relationship and look forward to the opportunity to continue serving you.

10.We’re thankful for wonderful customers like you this Thanksgiving. Our team has really enjoyed serving you this year, and we wanted to share our heartfelt appreciation.

新年及其它節(jié)日祝福常用語句

1.Everyone at [ABC Company] wants to wish you a Happy Holidays and prosperous New Year.

2.Thank you for making this year so great. May you have happiness in this upcoming New Year.

3.May you and your family have a very merry holiday season and happy New Year.

4.We’re so happy to have you as a client and are wishing you the happiest of holidays this season.

5.We hope you have a wonderful holiday and look forward to serving you in the New Year.

6.All of us here at [ABC Company] are sending holiday cheer to you and your family.

7.Wishing you and your family all of the happiness this holiday season.

8.Happy Holidays! May this good cheer last throughout the upcoming year.

9.May your holidays be bright and upcoming New year be prosperous.

10.I hope the goodness of the holiday is with you this season. May your days be merry and filled with happiness.

上述模板僅供參考，具體應(yīng)用在自己的工作中，還應(yīng)該根據(jù)實(shí)際情況做對(duì)應(yīng)調(diào)整，終極目的是幫助自己建立工作流程標(biāo)準(zhǔn)化作業(yè)。

在這個(gè)前期制定過程中，需要花費(fèi)較多的時(shí)間和精力，因?yàn)槟阈枰粩嗟膬?yōu)化打磨。但是一旦你制定完善后，你就可以固化流程，后期不僅可以提高你的工作質(zhì)量，還能規(guī)避犯錯(cuò)風(fēng)險(xiǎn)。

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