本文共1454字，預計閱讀時間4分鐘。
受新型冠狀病毒肺炎疫情的影響，許多企業特別是外貿企業的經營生產活動受到不同程度影響，在與外國客戶溝通過程中難免會遇到一些問題。這裡有一份中英文溝通問題應答手冊，希望可以幫助外貿企業於疫情期間化解與客戶的溝通難題，克服語言溝通障礙，共渡難關。
1. 通知假期延長：
Due to the outbreak of novel coronavirus epidemic, our government has announced all enterprises throughout China will remain closed till February 9.
受新型冠狀病毒肺炎疫情影響，中國政府宣布全國所有企業復工日期應不早於2月9日。
Or或
Our government announced it will delay the resumption of work after the Lunar New Year holiday to February 9. Your understanding and support will be highly appreciated.
中國政府宣布全國將暫緩復工至2月9日，我們將不勝感激您的理解與支持。
2．如客戶擔憂疫情蔓延，表達信心:
China is fully confident in and capable of winning the battle against the epidemic. We all take it seriously and follow the government's instructions to contain the spread of the novel coronavirus. The atmosphere here remains optimistic to some extent. The epidemic will be eventually controlled and killed.
中國有決心、有能力戰勝這次疫情，我們也都認真對待和配合，按照政府指示，控制病毒傳播。在某種程度上，周邊氛圍保持樂觀。這種流行疾病最終會得以控制和消滅的。
3. 通知客戶復工時間，及趕工計劃，免除客戶對於工期進度的擔憂：
We have initially decided to resume normal work on February 14, and we will make appropriate work plan to ensure our cooperation will proceed as scheduled.
我們初步定於2月14日恢復正常工作，同時我們將制定相應工作計劃，確保我們雙方合作如期進行。
4. 通知已下單客戶貨期可能會延遲：
Apparently the novel coronavirus epidemic issue will not be resolved in a short period of time, we are afraid that the schedule of your order may be changed due to the delay of production. We'll keep you updated.
很顯然，這次疫情短時間內不會得到解決。我們恐怕訂單的排期會因為生產的推遲而改變。我們會及時進一步告知進展。
情況1: 如果已經確定延誤:
We regret to inform you that the delivery will be delayed due to the outbreak of novel coronavirus epidemic. We'll keep tracking the status and try our best to expedite. Sorry for the inconveniences caused and thanks for your patience.
我們很遺憾通知您貨期因疫情會延遲。我們在跟進中，會及時告知進展，同時也在竭盡所能加快進度。對此造成的不便表示歉意，謝謝您的耐心。
情況2：也有急性子的客戶不太了解我們，可以補充:
The delayed shipment is not only from us, but also from vendors, logistics, and all other related support systems.
告知延遲是全國的整體狀態。
5. 如客戶2月初有來華計劃可委婉勸說遲些再來：
To avoid any negative impact, I suggest that you consider delaying your trip to China.
為了避免任何負面影響，建議您要考慮下延遲來華行程。
告知客戶溝通方式：
At present, although you are unable to visit China during the epidemic period of novel coronavirus, we could communicate online instead.
目前您雖不能來華，我們可以採用線上交流的方式進行合作溝通。
6. 糾正客戶聽聞的海外社媒謠傳:
Fake news. Thanks for helping prevent the spread of these rumors if possible.
假消息！如果可以，也請幫忙阻止這類謠言的傳播。
可以補充You could also add this:
I believe, China's speed, scale and efficiency of response are rarely seen in the world.
我相信中國應對此次疫情的速度，規模和效率在世界上都是很少見的。
7. 當企業因疫情導致無法按期履行交貨時，可向外方這樣表達:
Unfortunately, affected by the novel coronavirus outbreak, we are temporarily unable to perform the international trade contract on schedule. Here is the force majeure certificate issued by the China Council for the Promotion of International Trade (CCPIT).
受新型冠狀病毒感染肺炎疫情的影響，我方暫時無法履行國際貿易合同，特此提供中國國際貿易促進委員會為我方開具的不可抗力相關的事實性證明。
8. 表達對長期合作的信心:
Our long-term cooperation based on mutual trust is not only the friendship between our enterprises, but also the basis of economic intercourse between the two countries. The epidemic will pass, and it cannot and will not affect our long-term cooperation.
我們建立在彼此信任基礎上的長期合作關係不僅是我們企業之間的友誼，更是兩國之間經濟交往的基礎。疫情是暫時的，總會過去的，不能也不會影響我們的長期合作。
相關連結：
觀察丨15年外貿「老兵」分享：跨境電商這樣應對疫情
來源/新華絲路網
原標題：《聚焦丨疫情期間，面對海外客戶的溝通問題，你可以這樣回答！》