Chapter 8 Part 2（课件）-《跨境电子商务英语》同步教学（北京邮电大学出版社）

Chapter 8 After-sales Service Part 1 Comments After Sales Part 2 Dealing with Customer Feedback 1 2 3 4 5 目 录 ONTENTS 行业PPT模板http:///hangye/ 6 Part 4 Customer Maintenance Part 3 Dispute Settlement Part 5 Consumer Habits and Characteristics 第 3 页 Objectives be able to deal with customers’ after-sales comments Chapter 8 After-sales Service be able to deal with customers’ feedback be able to deal with customers’ disputes and complaints be able to deal with customer maintenance properly get to know the consumers’ habits and characteristics of different countries PART 2 Dealing with Customer Feedback Dealing with Customer Feedback 第 5 页 For the buyers who leave five-star reviews, you’d better respond quickly to show your appreciation and offer something in return. For example, you can offer discount codes, gift cards, etc. How to respond to the positive feedback? The following points should be noticed: • Thank customers for their positive feedback; • Recognise customers’ experience; • Show your appreciation again; • Complimentary closing; • Sign your name. 1. Reply to Positive Comments Dealing with Customer Feedback 第 6 页 Sample 1: Positive Feedback on a Bike 1. Reply to Positive Comments Buyer’s Feedback: The first impressions were good. The main thing is that everything is whole. For the holder of the phone on the steering wheel, special thanks are to the seller. Corresponds to the description. The seller and I recommend it. L-TWOO A7 Speed Shifter, rear cassette, saddle convenient. In general, take and do not worry. Dealing with Customer Feedback 第 7 页 Sample 1: Positive Feedback on a Bike 1. Reply to Positive Comments Buyer’s Feedback: The first impressions were good. The main thing is that everything is whole. For the holder of the phone on the steering wheel, special thanks are to the seller. Corresponds to the description. The seller and I recommend it. L-TWOO A7 Speed Shifter, rear cassette, saddle convenient. In general, take and do not worry.