受新型冠状病毒肺炎疫情的影响，许多企业特别是外贸企业的经营生产活动受到不同程度影响，在与外国客户沟通过程中难免会遇到一些问题。这里有一份中英文沟通问题应答手册，希望它可以帮助外贸企业于疫情期间化解与客户的沟通难题，共渡难关。

1. 通知假期延长：

Due to the outbreak of the novel coronavirus epidemic, our government has announced all enterprises throughout China will remain closed till February 9.

受新型冠状病毒肺炎疫情影响，中国政府宣布全国所有企业复工日期应不早于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.

中国政府宣布全国将暂缓复工至2月9日，我们将不胜感激您的理解与支持。

2．如客户担忧疫情蔓延，表达信心:

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.

中国有决心、有能力战胜这次疫情，我们也都认真对待和配合，按照政府指示，控制病毒传播。在某种程度上，周边氛围保持乐观。这种流行疾病最终会得以控制和消灭的。

3. 通知客户复工时间，及赶工计划，免除客户对于工期进度的担忧：

We have initially decided to resume normal work on February 14, and we will make an appropriate work plan to ensure our cooperation will proceed as scheduled.

我们初步定于2月14日恢复正常工作，同时我们将制定相应工作计划，确保我们双方合作如期进行。

4. 通知已下单客户货期可能会延迟：

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.

很显然，这次疫情短时间内不会得到解决。我们恐怕订单的排期会因为生产的推迟而改变。我们会及时进一步告知进展。

情况1: 如果已经确定延误:

We regret to inform you that the delivery will be delayed due to the outbreak of the novel coronavirus epidemic. We'll keep tracking the status and try our best to expedite it. Sorry for the inconvenience caused and thanks for your patience.

我们很遗憾通知您货期因疫情会延迟。我们在跟进中，会及时告知进展，同时也在竭尽所能加快进度。对此造成的不便表示歉意，谢谢您的耐心。

情况2：也有急性子的客户不太了解我们，可以补充:

The delayed shipment is not only from us, but also from vendors, logistics, and all other related support systems.

告知延迟是全国的整体状态。

5. 如客户2月初有来华计划可委婉劝说迟些再来：

To avoid any negative impact, I suggest that you consider delaying your trip to China.

为了避免任何负面影响，建议您要考虑下延迟来华行程。

告知客户沟通方式：

At present, although you are unable to visit China during the epidemic period of novel coronavirus, we could communicate online instead.

目前您虽不能来华，我们可以采用线上交流的方式进行合作沟通。

6. 纠正客户听闻的海外社媒谣传:

Fake news. Thanks for helping prevent the spread of these rumors if possible.

假消息！如果可以，也请帮忙阻止这类谣言的传播。

可以补充You could also add this:

I believe, China's speed, scale and efficiency of response are rarely seen in the world.

我相信中国应对此次疫情的速度，规模和效率在世界上都是很少见的。

7. 当企业因疫情导致无法按期履行交货时，可向外方这样表达:

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）.

受新型冠状病毒感染肺炎疫情的影响，我方暂时无法履行国际贸易合同，特此提供中国国际贸易促进委员会为我方开具的不可抗力相关的事实性证明。

8. 表达对长期合作的信心:

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.

我们建立在彼此信任基础上的长期合作关系不仅是我们企业之间的友谊，更是两国之间经济交往的基础。疫情是暂时的，总会过去的，不能也不会影响我们的长期合作。

来源/新华丝路网

2020年02月12日