客戶英文常見錯誤大公開｜5個你必須避免的溝通陷阱

全球化時代，客戶英文溝通成為職場與企業邁向國際不可或缺的利器。但許多台灣專業人士在與國際客戶互動時卻不自覺陷入五大溝通陷阱，造成合作障礙或形象受損。本文精選語氣、責任、態度及英文用法的常見錯誤與實用替換句，結合文化敏感度提醒，助你提升英文溝通力，遠離職場誤區，邁向國際專業。

溝通陷阱一：錯用命令語氣（Calm Down!）

在「客戶英文」溝通中，語氣的選擇至關重要。許多員工面對客訴時，會說出帶有命令意味的 “Calm down!”。此話即便無惡意，卻容易激怒客戶，破壞原有的信任與合作關係。

專家建議應使用展現同理心的表達方式：

常見錯誤	正確說法
Calm down!	Thank you for your patience. I realize this is inconvenient, so thank you for bearing with me.

遇到非自身職責，許多人會脫口而出「That’s not my responsibility.」這樣的說法傳遞出公司內部分工不協調，讓客戶質疑服務品質。

建議以解決問題為導向：

常見錯誤	正確說法
That’s not my responsibility.	I can see what went wrong, let’s fix that for you right away. Let me check with the responsible team and get back to you.

若遇到突發問題，直接說「I don’t know」不但無法解答疑惑，還可能被視為公司訓練不足。

建議這樣回覆：

常見錯誤	正確說法
I don’t know.	That’s not something I know off the top of my head, but let me find out for you right away! Let me check and get back to you as soon as possible.

面對客戶需求無法立即滿足時，單純回答「We can’t help with that right now」會讓人覺得不被重視。

客戶英文溝通要強調可行方案：

常見錯誤	推薦用語
We can’t help with that right now.	Let’s see what we can do for you in the meantime. Based on our experience, this solution has worked before. Here are the steps we recommend proceeding with.

繁忙的日常往往讓大家在用詞上出錯。如：

中文意思	中文式說法(X)	正確英文用法	說明及建議
降低成本	cost down	reduce the cost / achieve cost reduction	用reduce/cut the cost較正確
你做什麼工作	What is your job?	What do you do (for a living)?	What do you do更自然
討論某議題	discuss about / discuss with	discuss (主題)	discuss為及物動詞，勿加介詞
個人/公司人員	personal / personnel混用	personnel(人員), personal(個人)	拼法、重音要注意
等待回覆	look forward to hear from you	look forward to hearing from you	to為介係詞，需接V-ing
資訊	informations	information	information不可數
總部	headquarter	headquarters	headquarters為單數，結尾帶s

使用情境	推薦句型
表達傾聽與理解	I hear you. / I understand how you feel.
感謝對方坦誠	Thanks for being straight with me.
面對對方不滿	That must have been frustrating.
鼓勵對方發表意見	Would you mind if I write this down?
表達處理解決意願	I’m going to do my best to help you.
正面認錯/協助	You’re right. / If I were in your shoes, I’d feel the same way.