客户群 · 中英
客户群一律中英：英文在上，中文在下。不要靠微信自动翻译。把 X、周几、票号改成当天事实。 把 X、周几、票号改成当天事实。聊天记录陆续补，发过来按同一格式加。
发出去就不能改。复制前再对一遍周几、票号、机场。
不要做
高情商第一句：收到、会跟、不空口答应。确认后再补事实。
指定航班 / 规格 / 国内段 / 还没对表
Thank you. We will check internally first and update you once confirmed. 好的，我们先内部确认一下，确认后再同步您。
索赔、欧鲜提问、一两句说不清
Thank you, we will follow up and update you once we have news. 好的，我们跟进一下，有消息再同步您。
客户没头没尾问「到了没」
Hi, may I confirm which shipment this is? Has the email been CC'd to me? We will follow up right away. 您好，请问是哪票货？您这边发邮件抄送我了吗，我们跟进提醒一下。
已经转给 support / 货代
This has been followed up. Please kindly check your email. 已跟进，请注意查收邮件回复。
有结果再回群
xxx has been sent. Please kindly check. xxx 已经发来，请注意查收。
对方发来数量、规格、目的地、consignee。只记下，不要复述价格。PMC/航班/ETA 以内部已确认为准
Noted well. We have recorded the quantity, size mix, destination and consignee, and will follow up accordingly. 好的，已记下数量、规格、目的地和 consignee，我们按此跟进。
周报价发出后对方下单。先记下，不当场 Confirmed
Noted well, we will revert later to confirm. 好的，已记下，我们确认后再回复您。
换渔场或规格说明之后，对方要回去问。短收尾
Noted well, thanks! 好的，谢谢，我们等您回复。
对方要加箱/加目的地，但没说 N169 还是 N136。先问清再记
N136 or N169? 请问是 N136 还是 N169？
正票之外再要 108 箱、再要一地。只说会尽量，不当场答应
Noted, we will try and revert later to confirm. 好的，已记下，我们尽量安排，确认后再回复您。
挪威还没上班。不要编已经确认
This will likely be this afternoon, after our colleagues in Norway start work. 您好，大概要下午，等国外上班后再同步您。
有的目的地已回过，对方问「其他的呢」。没有就说没有，不要猜
No update yet. We will let you know as soon as we have news. 暂时还没有，有消息了我们通知您。
新群先自我介绍。核数量、consignee、目的地、生产日期。
第一次进群或替别人发 OC
Hello everyone, I am Ni Xiaolan (Carol), Sales Assistant of Nordlaks China. I will support your orders and documents going forward. The OC for tomorrow / today's production has been sent. Please kindly check the quantity, consignee, destination and production date. Please CC ni.xiaolan@nordlaks.no on future emails. 大家好，我是 Nordlaks 中国区销售助理倪晓兰（Carol），后续订单和文件我来对接。 明日 / 今日生产的 OC 已发送，请核对订单数量、consignee、目的地、生产日期。后续邮件请抄送 ni.xiaolan@nordlaks.no。
当天生产
The OC for today's production has been sent. Please kindly check the quantity, consignee, destination and related details. 今日生产的 OC 已发送，请注意核对数量、consignee、目的地等相关信息。
次日生产，只有一票
The OC for 1 shipment produced tomorrow has been sent. Please kindly check the consignee and destination. 明日 1 票生产的 OC 已发送，请注意核对 consignee 收货人和 dest 目的地等相关信息。
必须重发 OC
We have just received an update from the forwarder. The booking for your Week X production is now xxx. Please refer to the latest OC. Thank you. 由于刚刚收到货代反馈，帮你们周 X 生产订到 xxx，请以最新的 OC 为主，谢谢。
改完 updated 重发，不要只在群里改口
The production date has been corrected. An updated OC has been reissued. Please refer to the latest version (production date: X). 生产日期已更正，updated OC 已重新发出，请以最新版为准（生产日：X 月 X 日 / 周 X 生产）。
加账期，提醒付款
Good afternoon, the OC for X shipment(s) produced today (via XX) has been sent. Please kindly check the consignee and destination. Your current payment term is X days. Timely payment will help with future credit increase. Thank you. 下午好，今日 X 票生产的 OC（经 XX 空运转）已发送，请注意核对 consignee、目的地等相关信息。当前有 X 天账期，请及时安排付款方便将来申请更高的额度，谢谢。
没收到的邮件让客户转给你，我们写。不要让客户自己直接发给货代。
先安抚，不升级成投诉
The documents are usually issued in the afternoon. Please kindly keep an eye on your inbox. If they did not arrive yesterday, they typically come through the following afternoon. 您好，文件下午陆续发来，请保持关注！一般头天没收到就会在第二天下午陆续收到。
他们一般自己发邮件。群里记下，下午盯
Thank you, we have noted this in the group. Please follow up by email as usual (Puhui usually sends it themselves) and CC me. We will keep an eye this afternoon and remind you when there is a reply. 好的，我们群里先记下。请您按以往方式发邮件跟进（Puhui 一般会自己发），并抄送我。我们下午留意，有反馈会提醒您查收邮件。
任何需要客户自己发邮件的场合。没收到也用这条，请对方抄送你，不要让他们自己发给总部
When sending the email, please kindly CC me (ni.xiaolan@nordlaks.no) so we can follow up on our side. 麻烦您发邮件时抄送我（ni.xiaolan@nordlaks.no），我们这边好跟进。
提醒改发正确邮箱并抄送你
Please kindly resend the email to the correct mailbox and CC me, so we can follow up. 邮件如果不是发到 sales.support 或对应货代，请改发正确邮箱并抄送我。
避免客户以为你一个人能改完
Invoice / packing list / labels are updated by sales support. AWB / HC / CO are updated by the forwarder. Please kindly allow a little more time. 发票/标签/箱单是 sales support 同事再改，运单、HC、CO 都是货代再改，还请再稍等一下，过会儿看看。
邮件没特别写格式，先让发过来
If no specific format was mentioned, please send what you already have and CC me. We will follow up together. 邮件如未特别说明格式，请先按现有材料发过来并抄送我，我们同步跟进。
不加会进公共冷库。南京 IFish 不要用这条
This shipment lands in Nanjing. Before we send the OC, we need your company information for the AWB Accounting Information (company name, address, phone, contact person, Unified Social Credit Code). Please send it to me and we will include it in the OC email to the forwarder. Without this, the cargo will go to the public cold warehouse and storage fees will apply. 这票南京落地，发 OC 前需要您这边用于运单 Accounting Information 的公司信息（公司名、地址、电话、联系人、统一社会信用代码）。请发我，我们写进 OC 邮件给货代。不加货会进公共冷库并收仓储费。
尊重客户诉求，但不临场答应。问某票是不是 7+、是不是快航班：没确认不答是。已订完就说 sold out，不说给别人了。问量只说量，不说舱位。
先看 volume。永不承诺
We will do our best to arrange this based on the actual production. Thank you for your understanding. 好的，我们会根据实际情况尽量给您安排。
产量紧、已经对过表
Please kindly note that this week will mainly be 6–7. We will try to mix in more 7+ where possible. 好的，还请您知悉均会安排（6–7 为主），会尽量给您多混一些 7+。
对方说 as usual / 跟以前一样给一些 7–8。其实没给那么多。不争辩、不承诺同样配比。只改周几
Noted, thank you. We will do our best to include some 7–8 in Monday's production based on the actual harvest. Please note that 7–8 is limited, and we cannot confirm the same mix as before. 好的，谢谢。周一生产我们会根据实际收鱼尽量安排一些 7–8。7–8 目前比较有限，配比没法按之前那样确认。
客户点名某运单/航班问规格和快慢。没对表、没问同事，两样都不答是
Thank you. We will check the size mix for this shipment and whether it is a fast flight, and update you once confirmed. 好的，我们先确认这票的规格、以及是不是快航班，确认后再回复您。
同事已确认某运单/某需求没了。只说订完，不说舱位锁了、给别人了
Sorry, xxx is also sold out. We are unable to arrange this one. 抱歉，xxx 也已经订完了，这票安排不上。
只收需求，不当场答应
Thank you for the request. We will check with the forwarder / our colleagues first and come back to you. We cannot confirm the flight or ETA just yet. 好的，谢谢您的需求。我们先和货代/同事确认，确认后再回复您。航班和 ETA 这边现在还不能当场确定。
ACL 群已留言；确定后马上英文同步
Already left a message with the forwarder, will update you in English once confirmed. 已给货代留言，确认后马上用英文同步您。
只改周几。不要写舱位、锁定、给别人。完整一组见「加量」
The extra volume for Thursday is currently insufficient. We will check again once our Norwegian colleagues return to work next week. Will keep you updated if there are any changes. 目前周四量不太够，下周挪威同事上班后，会再看看，如有更新会与您联系。
一律等李总。谁问都不报
Please wait for Mr. Li to update you shortly. 您可以等李总稍后通知。
不承诺时间、不承诺量
About enough 6+ regular production, please note our colleagues will update in chats in future weeks. 目前 6+ 的大量生产还未完全恢复。后续我们的同事会和您联系。
他们能查运单。我们是协助，不是跟单。语气要客气
Your local forwarder can check the AWB and flight status directly. We are happy to assist if anything still cannot be resolved. 这个请先问您这边的货代，他们能查到运单和舱位。如仍需要我们协助，我们再跟进。
先问货代，确认后再贴联系方式。是否包国内段不自己答
Please give us a moment, we will confirm with the forwarder first. 你好，请稍等我们和货代确认下。
内部问挪威同事，群里只说在确认
Thank you. We will check this with our colleagues and update you once confirmed. 好的，我们先和同事确认，确认后再回复您。
可能货代还没发
The transfer instruction may not have been issued yet. We will confirm this afternoon. 可能货代还没发，我们下午会尽快确认下。
上报李总。不答应转台湾或退货
Thank you for informing us. This needs to be escalated internally. We will update you once we have a reply from our colleagues. We cannot confirm the handling path at this moment. 感谢告知。这件事需要内部上报，有同事回复后再同步您。处理路径这边现在还不能确认。
精髓：客户问的是量，不是舱位。先收下需求，对完表再说。安排不上只说量不够，并说继续看；不要说舱位锁了、给别人定了。英文用 extra volume / insufficient，不要写 slots / space。只改周几。
还没对 Volume，不当场答应或拒绝
Thank you for the request. We will check the extra volume for Thursday and come back to you. 谢谢您的需求。我们先核对一下周四的量，确认后再回复您。
对过表，这天已经满了。只改周几
The extra volume for Thursday is currently insufficient. We will check again once our Norwegian colleagues return to work next week. Will keep you updated if there are any changes. 目前周四量不太够，下周挪威同事上班后，会再看看，如有更新会与您联系。
已经回过量不够，对方又问能不能想想办法
We understand you would like extra volume on Thursday. It is still tight at the moment. We will keep checking and update you if anything changes. 理解您希望周四再多拿一些。目前量还是比较紧，我们会继续看，有变化马上同步您。
对方说好的 / 理解，礼貌收尾，门不关死
Thank you for your understanding. We will keep an eye on the volume and update you if anything changes. 感谢理解。我们会继续关注量的情况，有变化再与您联系。
有一点余量，但不够对方要的整票
We can only offer limited extra volume for Thursday at the moment. Please let us know if this works for you. 周四目前只能再多安排一部分量。这样可以的话请告诉我们。
挪威上班后或 Remaining 有了，先内部确认再发
Some extra volume is now available for Thursday. Please let us know if you would like us to arrange it. 周四现在有一些余量。如需安排，请告诉我们。
规格预警之后对方催 ASAP。不承诺加快、不承诺规格。原计划还在才用下面那条
Understood, this is noted. We will follow up and keep you posted. 理解，这对您很重要，我们记下了。我们跟进，有更新再同步您。
同事已确认这票还按原计划。规格仍可能因鱼偏小变动
Noted well. The PMC will go as planned. The size breakdown may still be affected. We will keep you posted. 好的，这票按原计划走。规格配比仍可能受影响，有更新再同步您。
挪威同事已确认两天目的地，额外箱数不行。只改机场和箱数
Confirmed 1 × SZX both days. Unfortunately we cannot do the extra 108 boxes. 深圳两天各 1 票已确认。额外的 108 箱目前安排不上。
正票之外再要一地/一整票。同事说 all out / small volumes。不说给别人了
Sorry, we are all out given the small volumes at the moment. 抱歉，目前量比较小，这一票安排不上。
同事已确认 N169 下周供不上，N136 有周一收鱼。只说量，不说给别人。客户说内部再看：用下面 noted_thanks
Sorry, due to small volumes we are not able to supply next week from N169. We can do N136 instead. There is a Monday harvest there. 抱歉，下周 N169 量不够，供不上。可以改走 N136，那边周一有收鱼。
客户要本周周四产、周一到的 6–7 加量。同事已确认只有周一有 6+
Sorry, Monday was our only day this week with 6+. 抱歉，本周只有周一有 6+。
客户追问 N136 本周有没有。同事说没有。短、客气
No, sorry. Nothing from N136 this week either. 抱歉，N136 本周也没有。
对方说 108+54 / 108+53。1 PMC=161 箱。没核完不当场定。理想总量多为 134 或 161
Thank you. Ideally we need either 134 boxes or 161 boxes in total. We will double-check the capacity and revert. 谢谢。总量比较理想的是 134 箱或 161 箱（1 PMC）。我们先核对还能不能安排，确认后再回复您。
客户还要本周周四产、下周一到。同事说 no further harvest
Sorry, no further harvest this week. 抱歉，本周没有更多收鱼了。
108+54 还没确认就没了。只说余量没了。不要主动说欧洲订走了；同事已在群里说了，你只补中英转述
Really sorry, the remaining volume on N136 is no longer available. 非常抱歉，N136 剩下的量已经没有了。
客户说那看下周。礼貌收尾，门不关死
Thank you for your understanding. Let's work on next week. 感谢理解。我们下周再看。
同事确认周四有一些 5/6。只问，不推销到对方已经拒绝
Good day. We have some 5/6 available for Thursday if needed. 您好，周四还有一些 5/6，如果需要请告诉我们。
对方明确不要。记下即可，不要再推
Noted well. Thank you. 好的，已记下，谢谢。
精髓：客户常用一句中文问「周几发、周几到、去哪、几票」。先复述核对。直飞和经转落地日不同，没确认前不编 ETA。问货代用机场代码（北京写成 PEK/PKX）。余量安排：先说下周规格紧，请客户确认配比和是否继续，再报已确认的周几+PMC+ETA。
还没问货代 / 挪威同事，不当场报日子
Thank you. We will check the arrival day for Monday production to Beijing (direct) and update you. 好的，我们先确认周一生产发北京（直飞）是周几落地，确认后再回复您。
货代或挪威同事已书面确认后再发。改城市和周几
For direct Beijing, Monday production typically arrives on Friday. 直飞北京的话，周一生产一般周五落地。
对方用一句话报周几产、到哪、几票。先复述，再核航线
Noted, Week 38: 1 shipment, Monday production, arriving Shanghai on Wednesday; 1 shipment, Thursday production, arriving Beijing on Saturday. We will confirm the routing and come back to you. 好的，第38周：周一生产、周三到上海 1 票；周四生产、周六到北京 1 票。航线我们再确认一下，确认后同步您。
客户说了目的地，但没说是否经转。周四产去北京常被问是不是经 PVG
For Thursday production, is this direct to Beijing, or transit via PVG? 周四这票，是直飞北京，还是经转上海再到北京？
挪威同事或生产说 fish smaller / shortage。只转述，不承诺规格
Please kindly note that the fish came in smaller than expected today and there may be a shortage. This may increase the share of 6/7 in the orders. We will update you as it develops. 今日鱼比预期偏小，量可能不够。订单里 6/7 的比例可能会高一些。后续有更新再同步您。
挪威同事已说 next week 7+ limited。只转述，不承诺还能给大规格
Please note that next week 7+ is really limited, and about two thirds will be 6/7. 请注意，下周 7+ 会比较少，大约三分之二会是 6/7。
同事已给出周几和 PMC。先让客户接受上面的规格说明，再问是否继续。只改数字
We have 1 PMC for Monday and 2 PMC for Thursday. Please confirm if the size mix mentioned above is okay, and if we should proceed. 周一 1 PMC、周四 2 PMC。请确认上面说的规格配比可以接受、是否继续安排。
余量方案已确认，再问落地是否可以。数字必须内部已确认
Monday production with Wednesday ETA. Please confirm if this works. 周一生产、周三到。请确认这样可以吗。
同事已说 as usual。不要和下周计划混在一句里
It will arrive on Wednesday as usual. 这票照常周三到。
对方问深圳和北京都确认了吗 / 两票都定了吧。只说已确认的那一地，另一地不要猜
SZX is confirmed (ETA 9.17). The other destination is not confirmed yet. 深圳已确认（ETA 9.17）。另一地还没有确认。
同事已报规格。只转述，不承诺还能锁到 7/8
For N136 to China, currently 6/7 mainly and a few 7/8. N136 发中国目前主要是 6/7，还有少量 7/8。
客户分别问内地和香港哪天能装。同事已确认都是周一
Monday for both. 两个目的地都是周一生产。
到货鱼虱多、箱子破：走索赔邮件，我们不处理细节、不定责。海关因鱼虱退货才上报李总，不要答应转台湾。质量 → airborne（英文）；破箱 → support。一条里两件事，邮件两个都写。
对方已经把水单或英文付款邮件发群了。先收到。非森洋若只有中文截图，再用下面那条补英文
Thank you. 好的，谢谢。
不在群里定责、定价
Good afternoon, we have received your photos / videos. For all claims, the form and the email must be in English, sent to: sales.airborne@nordlaks.no CC sales.support@nordlaks.no Our quality department is solely operating out of Norway and cannot process claims in Chinese in time. Really appreciate your understanding. 下午好，我们已经收到您的图片/视频反馈。对于所有提出的索赔事宜，表格和邮件均需以英文表述，发至 sales.airborne@nordlaks.no，抄送 sales.support@nordlaks.no。质量部门在挪威，中文索赔很难及时处理。非常感谢您的理解！
落地后质量+破箱。先收口索赔。不要答应转台湾、不要说我们来处理鱼虱。件数问题另说
Good afternoon, we have received your photos / videos regarding the sea lice and the damaged boxes. For all claims, the form and the email must be in English, sent to: sales.airborne@nordlaks.no CC sales.support@nordlaks.no Quality issues go to airborne; damaged boxes in transit go to sales support. Our quality team is based in Norway and cannot process claims in Chinese in time. Thank you for your understanding. 下午好，已经收到您关于鱼虱和破箱的照片/视频。索赔表格和邮件请用英文发至 sales.airborne@nordlaks.no，抄送 sales.support@nordlaks.no。质量问题走 airborne，运输破箱走 sales support。质量部门在挪威，中文索赔很难及时处理。非常感谢理解！
先收下，转生产/同事。不在群里认少了、不赔
Thank you. We will pass this to our colleagues / production and keep you updated. 好的，我们跟进同事把这个情况也反馈给生产那边。
请直接传图片/录屏到邮箱
Our colleagues received the claim email, but the link cannot be opened. Could you please upload the screenshots or video directly to the email and send it again? Thank you. 你好，我们的同事收到了被抄送的索赔邮件，邮件中的链接无法点开、下载，可否直接上传录屏视频或图片到邮箱再次发送，谢谢！
不承诺新的到达时间，除非货代书面确认
We have received the forwarder's update: [objective facts]. We will keep following and update you if there is any further news. 我们已收到货代反馈：[客观情况]。我们会继续跟进，有进一步消息再同步您。
直接转财务，不要再要求改英文
Thank you, we will forward this to Finance. 好的谢谢，我们转给财务。
请他们再发英文到挪威财务三邮箱
Thank you. Please also send an English email to our Norway finance team: finance@nordlaks.no sijing.tu@nordlaks.no oliver.li.qing@nordlaks.no 收到，烦请将以上付款同时用英文邮件同步到我们的挪威总部，谢谢： finance@nordlaks.no sijing.tu@nordlaks.no oliver.li.qing@nordlaks.no
非森洋，只有截图、没有英文邮件时再补这句
Thank you. Please also send an English email to our Norway finance team: finance@nordlaks.no sijing.tu@nordlaks.no oliver.li.qing@nordlaks.no 好的，谢谢。烦请再发一封英文邮件到挪威财务，方便入账。
下午问财务；结论一般微信转述，不抄送邮件
Thank you, we will check with Finance this afternoon. 好的，我们下午问问财务。
问下周计划：看今天是周几。周一还没开会，不要说等今天下午。周二、周三中午以前：等当天下午会。挪威同事已经把周报价发群：请看群里那条，不要再说还没出来。
尤其周五下午必须主动提醒
Please note there is an order landing this weekend (Week X). If any documents are missing or incorrect, please email the forwarder or sales support this afternoon. HC / CO cannot be amended over the weekend or Monday morning Norway time. 您好，本周 X 有订单是周末落地的。如果各类文件有误或还未收到，请在今天下午邮件提醒货代或 sales support，请他们尽早发给您。尤其是周末和周一上午，挪威当地时间没办法处理卫生证修改和产地证。
还没开会。不要说等今天下午
The plan for next week will come after our colleagues meet with production on Tuesday/Wednesday afternoon. We will update you once it is available. 下周计划要等周二/周三下午同事和生产开完会才有，有了再同步您。
等今天下午内部会后。中国时间傍晚还没发，改用下面周三那句，不要再说今天下午
Waiting for the updates after the meeting this afternoon. We will update you once it is available. Hi，要等今天下午同事和生产开完会后才了解，有了再同步您。
挪威多半还没开完会。中国时间下午两三点前常用这条
The production plan will be available after our colleagues meet with production. We will update you once it is out. 您好，生产计划要等同事和生产开完会才知道，届时我们会告知您。
和 plan_tue 同场景，更短
Waiting for the updates after the meeting in the afternoon. Hi，要等下午同事和生产那边开完会后才了解。
挪威同事已发 WK 报价。不要再说还没出来
The plan for next week has been posted in the group. Please kindly check the latest update. 下周计划已经发在群里了，请看最新一条，谢谢。
给客户的周报价里默认保留
Please note: direct flights to PVG are currently arranged only when both sides share the risk. If Shanghai (PVG) is the final destination, we can also arrange alternative transport options. !!!注意：目前发往 PVG 的直飞方案仍仅限于双方共同承担风险的情况下安排。如以上海（PVG）为最终目的地，我们也可以安排其他替代运输方案。
只认你自己发出的 Confirmed。挪威同事 / 客户回的不算你已确认。
表和群已对上
Confirmed.
例如海天下
Confirmed 1pmc TFU-PVG
例如宁波今日
Confirmed 1pmc to SZX on Monday
周一和周四
Confirmed 1× Mon and 2× Thur
China Group、ACL Dokument。不是客户群话术。
China Group 先回这句
Working on it.
内部群记下指示。少用 OK
Noted
内部群记下并表示收到。少用 OK
Noted well, thanks!
贴进 OC 邮件，公司信息换成客户给的
@ACL Dokument, for this shipment (1) Please add the below company information in the Accounting Information section of Air Waybill, both the copy and original final version of Air Waybill. [客户提供的公司信息] (2) If this shipment is delivered via land transport subsequently, please provide the land transportation certification, and labels for every specification must be included as well.
自己核对用
1. dest 是不是 NKG（落地或经转南京）。不是，跳过。 2. 客户是南京 IFish → 普通发 OC，不要加这段。 3. 其他南京客户：发 OC 前先有公司信息（公司名、地址、电话、联系人、统一社会信用代码）。没有就先问客户。 4. 发 OC 时把「NKG 发 OC 给 ACL Dokument」那段英文贴进邮件，公司信息换成客户给的。 5. 不加会进公共冷库，收仓储费。