与海外客户沟通的常用话术

疫情开放后的今天，越来越多的海外企业来中国寻求更多的机会。作为一家提供软件开发解决方案的供应商，从去年开始也收到不少海外客户的需求。与海外客户的沟通不仅仅是语言的交流，更是文化的碰撞和理解。为了提高我们的服务质量，增强客户满意度，掌握一些常用的沟通话术显得尤为重要。本文将分享一些在微信、邮件、WhatsApp等平台上与海外客户沟通的常用话术，希望能为大家提供一些实用的参考。

💬常用沟通平台

沟通平台分为两大类：邮件，以及实时通讯工具

📧邮件

比较普遍且常用的沟通方式，是比较正式的，支持长篇内容、附件，以及复杂的格式和布局。

而且邮件是以话题为组织的，哪怕是新加入项目的成员，也能快速浏览到整个话题前因后果。如果一个团队/项目组需要同时讨论多件事务，那么给不同的人发送不同主题的邮件，再由相关的人通过转发、抄送等方式跟进，即可做到有条不紊。

更适合用于严肃讨论或者不需要立即回复的情况。一般来说，撰写电邮的过程会强迫发件人对邮件的主题进行深入的思考。

🔗 实时通讯工具

比较常用的就是微信、WhatsApp等

这一类的沟通方式则更侧重于快速、实时的沟通，适用于需要快速反馈的场景。它们通常支持简短的文本消息、表情符号。

翻边团队/项目组进行快速交流，解决紧急问题，共享即时更新和短消息。

更加非正式，更适合日常的快速交流。

⚠️基本礼仪和注意事项

不同地区，都有不少差异，包括文化、时间等，都是我们在与客户沟通时需要注意的点

🕒时间差异

不用地区都存在时差，与客户约定会议或者沟通时都需要注意客户所在的地区时间

在这里给大家分享一个小工具

🔧：https://cn.piliapp.com/time-now/converter/

可以比较直观的看到我们的时间（包括日期）与客户的时间，再也不用掰着手指头算客户是什么时间了

还有一点需要特别注意：有些地区会有冬令时和夏令时，别忘了算在时差里！

📖文化差异

沟通风格：一些文化（如美国、德国）倾向于直接沟通，直截了当地表达意见和需求。而其他文化（如日本、中国）则可能更倾向于间接沟通，使用委婉的方式表达。

手势和表情：一些手势在不同文化中有不同的含义，例如，拇指和食指圈成“O”形在美国表示“好”，但在其他一些国家可能有冒犯的意思。尽可能避免发送emoji，不同文化对不同emoji的理解可能不同。

饮食习惯：不同文化有不同的饮食习惯和禁忌。例如，穆斯林不吃猪肉，印度教徒不吃牛肉。

节日和庆典：不同文化有不同的节日和庆典习俗，了解这些可以帮助更好地融入和尊重对方文化。项目timeline也可以更好地避免节假日带来的影响。

📔常用句型

🔗初次联系

1. 自我介绍
   1. Hello [Client’s Name], my name is [Your Name] from [Your Company].
   2. Hi [Client’s Name], I hope this message finds you well. I am [Your Name], a [Your Position] at [Your Company].
2. 介绍公司和服务
   1. We specialize in providing [specific services] and have extensive experience in [industry/field].
   2. Our company, [Your Company], has been a leader in [industry/field] for [number] years, offering [specific services].
3. 表达合作意向
   1. We are very interested in exploring potential collaboration opportunities with your esteemed company.
   2. I would love to discuss how we can work together to achieve your business goals.
4. 询问请求
   1. Should you have any questions or require further information, please feel free to let us know.
   2. Do you have any questions or further information about our products/solutions?

💻项目启动

1. 项目背景和目标
   1. The objective of this project is to [specific goal].
   2. This project aims to [specific goal], and we believe it will bring significant value to your business.
2. 时间表和里程碑
   1. Here is the proposed timeline for the project, including key milestones.
   2. We have outlined the project phases and their respective deadlines in the attached document.
3. 责任分配
   1. Our team will be responsible for [specific tasks], while we expect your team to handle [specific tasks].
   2. To ensure smooth progress, we have assigned specific roles and responsibilities to each team member.

🗓️日常沟通

1. 进度汇报
   1. I wanted to provide you with an update on the project. We have completed [specific tasks] and are on track to meet the next milestone.
   2. Here is the latest progress report for your review. Please let us know if you have any questions or concerns.
2. 问题反馈
   1. We have encountered an issue with [specific aspect]. Our team is currently working on a solution.
   2. There is a challenge with [specific aspect] that we need to address. We are exploring possible solutions and will keep you updated.
3. 需求变更
   1. We have received your request for changes to [specific aspect]. Our team is evaluating the impact and will provide an updated plan shortly.
   2. Regarding the requested changes, we will need to adjust the timeline and resources accordingly. We will send you a revised proposal soon.
4. 开头问候
   1. I hope this email finds you well.
   2. Hope you are doing well.
5. 解释道歉
   1. I apologise for the delay caused by some internal adjustments on our part. Your understanding is appreciated.
   2. We deeply apologise for any inconvenience this may have caused you.
6. 结束语
   1. Thank you again for your attention and support, looking forward to working with you.
   2. Thank you for taking the time to read this email. I look forward to your reply.
7. 约会议时间
   1. We are available at the following times to have a meeting, do any of these work for you?
      [available time list]

📌问题解决

1. 问题描述
   1. We have identified an issue with [specific aspect]. The problem is [brief description].
   2. There seems to be a challenge with [specific aspect], which is causing [specific problem].
2. 解决方案建议
   1. Our proposed solution is to [specific solution]. We believe this will effectively address the issue.
   2. We recommend [specific solution] to resolve the problem. Please let us know if you agree with this approach.
3. 跟进和确认
   1. We have implemented the solution and would like to confirm that the issue has been resolved. Please verify on your end.
   2. Could you please check if the problem has been fixed on your side? We have made the necessary adjustments.

🤝项目结束

1. 项目总结
   1. We are pleased to inform you that the project has been successfully completed. Here is a summary of the outcomes.
   2. The project has reached its conclusion, and we have achieved the following results: [specific outcomes].
2. 客户反馈
   1. We would appreciate your feedback on the project. Your insights will help us improve our future collaborations.
   2. Could you please share your thoughts on the project? We value your feedback and suggestions.
3. 后续支持
   1. Our team is available for any post-project support you may need. Please do not hesitate to contact us.
   2. If you require any further assistance or have additional questions, feel free to reach out to us.