一、本次直播中可以学到的知识
1. 怎样写邮件标题？
1) 一个好的标题可以让收件人：
a. 快速知晓相关性，点开邮件
b. 对邮件内容有预判，快速回应。
比如：Shared ride overcharged and refund request
Takeaways:
1) 标题简洁说明事宜，让读者在点开邮件就能有预判
2）可以酌情添加必要的细节，比如金额，时间，人名
3）如果问题紧急，可在标题中标注【Urgen】
2. 如果不知道对方身份，该怎样称呼？
To Whom It May Concern:
Dear Sir or Madam,
Hello Uber support team,
Hello Uber customer service team,
Hello there,
3. 邮件开头和结尾有哪些万能句型？
开头：
I am writing to request/inquire/complain/confirm...
For your reference, my email address linked to X is Y.
结尾：
Attached is ...
I am attaching X to this email.
The attached file is the document that you requested.
I would like to request...
Looking forward to hearing from you.
Thank you in advance!
二、邮件写作的本质
清晰，高效和换位的书面表达
Effective email writing= formulaic patterns（固定的套路，框架，结构） +clear thinking +empathy
三、写作前思考
1. 谁是收件人？（who)
要确定称呼，语气，用词，换位
2. 写作目的是什么？(what)
3. 有哪些必写细节？(what)
四、写作场景
1、邮件写作场景
你是 Kate，正在旧金山自助游。昨天下午，你用 Uber 叫了拼车（a shared ride），预估价显示为 6 美元。由于 iPhone app 上并没有显示“已接单”，你给司机 Daniel 打了电话，确认了司机已接单，并且这单是拼车单。你下车后发现，拼车单费用是 15 美元，而不是一开始显示的 6 美元。
2、写作任务
现在你需要向 Uber 写一封要求退款的邮件。写作时：
1）提供自己 Uber 账户关联的邮箱（go_phenomenal_english@gmail.com）
2）清晰、简要描述前一天下午的打车经历
3）附上电子票单，提出退款要求
范文：
标题是：Shared ride overcharged and refund request
To Whom It May Concern
I am writing to report an overcharged and request a refund. For your reference, my email address to Uber is ----- （表明意图）
Yesterday afternoon I made an Uber shared ride request which was priced at $6. As the iPhone app interface didn't show "request confirmed" or a similar notification, I called the driver Daniel to double-check first that he confirmed the request, and second it's shared ride. After I got off the car, I realized the shared ride cost me $ 15, not $6. (描述具体事件）
Attached is the e-receipt. I would like to request a refund of the overcharged portion, i.e. $9, if not a full refund.
Looking forward to hear from you. Thank you so much!
Yours
Kate
以下是别人的回复
Hello Justin,
Thanks so much for taking the time to share your feedback with us. I'm sorry to hear of your experience!
I have investigated the incident further, and it appears that the driver did make a mistake when closing out your ride. This is why you were prompted to pay the driver a higher rate than was originally suggested. I have gone ahead and adjusted the cost of this ride back down to the initial suggested price. This price adjustment will appear as two transactions due to our payment processing system. There will be a refund for the amount charge and a new charge for the adjusted price. You will see these changes reflected on your credit card statement in the next 2-3 business days. I also added $10 in credit (expires in 30 days).
I have already reminded the driver of how to properly complete the steps when closing out a ride request. I encourage you give Sidecar another chance the next time you need a ride.
Ride on,
Lisa Z
三、注意事项
1）邮件标题可有可无
2）如何称呼收件人（你不知道收件人的姓名）
3）恰当分段
4）不超过 150 个单词（含标点符号）
四、 范文分析和建议
1. 在正式的文体里，邮件最好用自己的头像。名字用自己的英文名字。 比如Qin Zhang
2. 一开始说明自己的意图。比如 I am writing to report
3. 共性问题
1）超字数
2）没有署名 （考研，雅思不能写真名）
3）时态（过去式）
4）大小写不规范
5）交代了不相关的信息（游客身份，国籍等）
6）拼写错误
7）信息排序（一般时间先后顺序来）
