Unit10 part3（课件）-《跨境电子商务英语》同步教学（人民邮电版）

Unit 10 Customer Service of Cross-Border E-Commerce 1 Unit Objectives: Learn about customer service procedures. Learn about the problems usually complained and how to deal with them. Learn about the returning and refunding policies. Unit 10 Customer Service of Cross-Border E-Commerce 2 Customer Service Procedures 1 Complaint Problems 2 3 CONTENTS 目录 Returning & Refunding 3 3 Returning & Refunding 4 Warming-up Learn the following words in the box and choose the most appropriate one to fill in each blank. Part 3 Returning & Refunding handle unable request unsatisfactory agreement include recommend supplier 5 Warming-up Learn the following words in the box and choose the most appropriate one to fill in each blank. Part 3 Returning & Refunding How to reply to a refund request? While most issues can be handled successfully through a basic open dialogue between the supplier and the buyer, sometimes certain situations must be turned into more formal (1) . We advise that the (2) and the buyer to do their best to discuss issues with each other and come to a reasonable solution. We also (3) they keep in active communication during the Open Dispute process. If the supplier and the buyer cannot reach an (4) during the 15-day Open Dispute time period, the buyer may pursue the complaint. By filing a claim, the buyer states he or she is (5) to reach a reasonable agreement with the supplier, and is requesting the platform to step in to (6) the matter. Reasons to pursue the complaint may be different. They can (7) include the supplier not responding to the buyer’s requests or refusing to partially refund the buyer for an order sent back in an (8) condition. request supplier recommend agreement unable handle include unsatisfactory 6 Listening Listen to the following sentences and fill in the blanks. Part 3 Returning & Refund