以阿里速卖通为例研究客服英语写作
摘要：跨境电商的发展对英语人才的需求逐渐提高，要求工作人员的英语写作不仅要具备简单的交流沟通能力， 更重要的是书写的规范性和专业性，以提高客户对电商的信赖度。例如客户接待，商务谈判，商务函电等都是英 语写作的重要内容。通过对阿里巴巴集团客户服务部日常英语写作的学习，公众可以系统的了解客服行业对当代 大学生英语写作水平的要求。它还可以激励很多企业去提高客户满意度。 关键词： 跨境电商 ;阿里巴巴集团; 速卖通 ;商务写作; 客户满意度 A Study of Writing for the Customer Service—Takes AliExpress as an example Abstract: The development of cross-border e-commerce has gradually increased the demand for English talents, which not only requires staff writing with simple communication and interpersonal skills, but also pay more attention to the normative and professional writing. For example, business negotiations, business letters and customer compliance are important contents of English writing. By studying the daily writing of Alibaba's English customer service department, the public can systematically understand the requirements of the customer service profession for the contemporary English writing level of college student. It can also inspire many enterprises to improve customer satisfaction. Key words: Cross-border e-commerce; Alibaba Group; AliExpress; Business writing; Customer satisfaction
Contents 1 Introduction.............................................................................................................................1
1.1 Profile of Alibaba Group................................................................................................. 1
1.2Business ethics of Alibaba Group.....................................................................................1
1.3Profile of AliExpress.........................................................................................................1
2 Characteristics of workplace English writing......................................................................... 2
2.1 Language Characteristics................................................................................................. 2
2.2 Grammatical features....................................................................................................... 3
3 Practical use of customer service writing English.................................................................. 4
3.1 How to handle customer reception and communication at AliExpress platform？........ 4
3.1.1How to make an appropriate customer reception and communication?.................. 4
3.1.2 Samples...................................................................................................................4
3.2 How to establishing business relationship at AliExpress piatform?................................6
3.2.1 The importance of business correspondence.......................................................... 6
3.2.2Letter of Inquires......................................................................................................7
3. 2.3 Letter of Offers...................................................................................................... 8
3.2.4 Letter of Count-Offer..............................................................................................9
3.2.5Letter of Orders......................................................................................................10
3.2.6 Letter of complaints.............................................................................................. 11
3.2.7 Letter of Urging Payment..................................................................................... 12
3.3 How to handle customer complaints at AliExpress platform？.................................... 12
3.4 How to maintain customer relationship at AliExpress platform?..................................13
3.4.1The process of Dynamic Integrated Customer Relationship................................... 13
3.4.2 Some tips about maintaining customer relationship............................................... 14
4 Conclusion............................................................................................................................ 14
5 Bibliography......................................................................................................................... 15
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