除了常规性的业务开发和客户跟进工作，外贸业务员在与客户沟通的过程当中也需要经常面对许多其它非常规性的特殊情况。在遇到这些情况时，应当如何有效应对处理并高效的和客户进行沟通呢？

外贸业务员可根据自身的行业、公司、产品情况以及自身的经验判断进行调整和完善，做出一套适用于自己的邮件模板，从而让你在以后每一次与客户进行邮件沟通的时候都能够高效省时，最大程度上提升你的客户开发跟进工作的整体效率和效果。

1、通知客户自己近期即将出差

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

2、通知客户自己将要开始休假（请假）

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

3、常规性放假通知

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

4、通知客户自己已经离职

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

5、离职前与客户告别及介绍新的业务负责人（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

6、离职前与客户告别及介绍新的业务负责人（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

7、接手离职人员的业务后与客户进行初次沟通

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

8、客户向已离职的员工发来邮件

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

9、由于一些原因，不愿意与客户继续合作下去

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

10、对已中止合作的客户进行再次跟进、开发

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

11、给客户发送了错误信息，由公司管理人员出面道歉及说明情况

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

12、已终止与某个经销商的合作，回复终端用户提出的投诉

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

13、终端用户发邮件询问一款已停产的老款产品

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

14、邀请客户提供合作反馈，用来发布到公司网站上

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

上述模板在一起电商仅供参考，具体应用在自己的工作中，还应该根据实际情况做对应调整，终极目的是帮助自己建立工作流程标准化作业。

在这个前期制定过程中，需要花费较多的时间和精力，因为你需要不断的优化打磨。但是一旦你制定完善后，你就可以固化流程，后期不仅可以提高你的工作质量，还能规避犯错风险。

你还在为贸易类职位而烦恼?

你还在为跨境类人才而苦恼?

你还在为招聘平台不够而郁郁寡欢?

你还在担心贸易团队不够大?

来飞更远跨境吧,

一站式招聘、培训、组建贸易运营团队。