一封优雅地道的英文邮件会让人赏心悦目。毫无疑问大部分外贸/跨境电商从业者和客户打交道的方式大都是英文邮件。欧美客户的思维比较直接简单，相比中文推崇的铺垫暗喻委婉等天花乱坠的方式，一封快准狠的邮件往往给人夏季里一瓶雪碧般清新凉的透彻。
理论与实践有多远？接触了形形色色的同行和外语相关从业者，其中除去已经修仙得道游刃有余的顶级专家，大部分朋友的商务写作应用能力确实堪忧。自信可爱的CET 6经常会出现无从下手的情况；傲娇的专业八级大牛，经过实际考察后往往是有待提高。语法的拿捏和语气的斟酌都让人心碎蛋痛。比如命令式的语气和粗鲁的态度国外客户依然能下订单忍不住让人捏一把冷汗（当然，大多数是无意），绕山绕水卖弄文采实则裹脚布的语句着实让人看得无端烦躁。
没有人在意那些华而不实的东西。商业场景下，欧美人更注重的是精准的回馈和清晰的表达，即使略有语法错误也是可以理解（当然一定程度会被视为不严谨）。客户一封询问的邮件，回复内容第一条也最好直接给出答复。曾经手下的一个小朋友自以为然地做了很长的背景描述，在接近尾声回答了客户的问题。然而客户并没有耐心浏览整封邮件，最终采取了投诉的方式。站在客户的角度上可以理解，稀烂的文笔和模拟两可的语气已经让人烦躁，快餐时代大多数人没有耐心欣赏你的含蓄文采。
以下是模板供参考。跨境电商或者外贸从业者经常遇到的情形。
产品损坏
Dear customer,
Sorry to hear the defective issue. We will offer you full refundand help you decrease the loss.
Considering the logistics distance, it is sometimes inevitable for product got broken. Normally we will repair the return items and donate them to children in charity organization, however, as the holidays are approaching,logistic pressure is much heavier than peacetime. Therefore, in this case, we suggest you may keep the item while we offer you full refund for expressing our sincere apology.
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Best regards!
Name
CSC from X company
物流信息询问
Dear customer,
According to the tracking information, we can clearly see the item will arrive in the shipping address soon.
If you still don’t get the item after prescribed time limit. We sincerely suggest you may contact the local post office or ask if neighbors or relatives representing you to sign the package. Despite we really want to help you solve the problem, however, foreign logistic issue, to most degree, are out of our control,
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Best regards!
Name
CSC from X company
要求退货
Dear customer,
No problem!
We feel sorry that our products didn’t get your affection and would like to help you decrease the loss and compensate for your dissatisfaction.
Regarding on this issue, we sincerely suggest you may keep the item or sent it to your friends as a gift, while we offer you a large amount of partial refund. Please kindly tell us your decision.
If you have further question, please feel free to contact us. We cherished each customer and their feedback is a key to letting us how we are doing and what need to be improved of products.
Perfection’s not attainable, but if we chase it we can catch excellence. We always strive to offer excellent services and products.
Best regards!
Name
CSC from X company
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