外贸人如何做好新冠肺炎疫情/COVID19的危机公关？这里有几十封邮件/开发信模板供你立即上手使用

Hi [name],

Criminals are using concerns about the coronavirus epidemic to spread infections of their own. They are forging emails mentioning the outbreak that appear to be from business partners in an effort to get users to open the messages, unleashing malware.

They are even disguising themselves as WHO to steal money or sensitive information. If you are contacted by a person or organization that appears to be from WHO, verify their authenticity before responding.

Here are two helpful links/articles from WHO and The Wall Street Journal:

1. https://www.who.int/about/communications/cyber-security
2. https://www.wsj.com/articles/hackers-target-companies-with-fake-coronavirus-warnings-11583267812

We will be very careful about this, especially for something important or related to payment, we will double-check or even triple-check in order to make sure both of us are in a safe situation financially.

Regards,

Please help me understand this：

Ebola was first found in Congo，and it was not called “Congo Virus”;

MERS was discovered in Saudi Arabia, and it was not called “Saudi Virus”;

HIV was believed to have arrived in Haiti, and it was not called “Haiti Virus”;

How come when Corona Virus Emerged in China, it was referred to as “Chinese Virus”?

Is it a new trend or what?

I was surprised to hear such slander from your mouth. In the face of the great disaster, humanity was undoubtedly exposed fully, and you are the most vivid example.

If you say that COVID-19 is a Chinese virus, according to your logic, then the Ebola virus must be a Congo virus. In the face of disaster, we should work together to overcome difficulties instead of making or spreading malicious slanders against innocent people;

You can deceive some people, but not everyone. You can deceive others temporarily, but time will tell everyone the truth.

Be sane, my friend.

Hi [name]

In the Spring Festival of 2020, an abnormal event happened in China: a new pneumonia epidemic. You may have heard about it and are concerned about our goods, that’s why we are writing this email: our government is actively taking all the most powerful measures, and successfully keeping the epidemic within the control range, we believe that all will be normal soon.

As your supplier, we need to take the initiative to make below three points to you:

Firstly, the epidemic is mainly transmitted through droplets. In fact, it will not survive on the goods for too long. Moreover, we strictly require all staff in the production, packaging, and transportation links to wear professional masks and regularly disinfect the goods to ensure the security of the goods delivered to you.

Secondly, in order to avoid an aggravated epidemic situation, the Chinese New Year holiday has been extended this year, which means that production will have to delay, which may affect the delivery time, and we cannot estimate the specific delivery time. We will keep you informed as soon as there is any news.

Thirdly, during this special period, we are ready to serve our customers throughout the day. If you have any questions, please feel free to contact us, we will respond to you as soon as possible.

We are not able to avoid this unexpected epidemic, but it will eventually go away. During this period, what we could do is to face it, and do our best to ensure you get the safest and best shopping experience!

Regards

Hi [name],

As you may know, we are still on the Chinese New Year holiday and it seems to be unfortunately a bit longer one this time. You probably heard from the news already about the latest development of the new type of virus. The whole country is fighting this battle and as an individual business we also take all necessary measures to reduce our impact to minimal. 2 things I would like to communicate with you:

We do extra on sterilizing. Although it is known that the virus couldn’t likely survive in the manufacturing and transportation process, we do understand the public concern from a perception perspective. All goods are sterilized in a careful way （好好形容一下你做了什么好事。本叔不知你是咋消毒的就无法写了）

We do expect a certain level of shipment delay due to the fact that the national holiday is officially extended by the government in order to reduce the opportunity of public infection. （一上来就做好expectation management，不要让客户心存侥幸。是的，我们要延了。不止我们，全国都是，你跟谁买都一样的）Therefore, our workers could not back to the production line as planned. The fact here is that we are not able to estimate how long it takes us to back to business. （是的，我们连估计都估不出来！！千万不要瞎估计，不要为将来的麻烦埋下伏笔。）However, we promise to ensure visibility to our customer about the situation. I personally will be in touch regardless of holiday or not to support our customers. (你们最爱的悲情工作可以上演了。平时那种什么7*24小时服务啊，不赚钱也要服务上帝啊，来吧！）

I know this is not quite a solution for you but honestly, it is not much we can control in a natural disaster like this. We trust communication and transparency are the best things we could and will do.

Regards,