Chapter 8 Part4（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 4 Customer Maintenance Customer Maintenance 第 5 页 Due to various factors that facilitate consumers such as the development of smartphones, modern communications, various payment systems, lower shipping costs and governments in some countries supporting the establishment of warehouses, trade is not only confined to the country, but also expanding to the world. Customer experience is definitely the key to strengthening the cross-border sales. 66% customers switch brands due to poor service. 55% are willing to pay extra for a guaranteed good experience. Guarantee means that it’s not about the promise of a great experience, but the actual great customer experience. This is what makes customers happy. 91% of unhappy customers don’t complain but simply leave. It all comes down to customer experience. Some of your customers will be promoters, satisfied with your company and happy to put in a good word for you. This segment is likely to help you grow your business. Others will think your product leaves a lot to be desired, becoming detractors who badmouth your company. And there will be some in between. Customer Maintenance 第 6 页 As you evaluate your support operations, be on the lookout for common issues that e-commerce businesses face when managing customer service, such as: • Frustrating return or refund processes. Returns are a common pitfall for e-commerce customer service since customers can’t