Module 4 Customer Services（课件）-《外贸函电》同步教学（中国石油大学出版社）

Module Four Customer Services Objectives After completing this part, you will be able to 1. Be familiar with the words and sentences frequently used; 2. Settle complaint from the customers; 3. Maintain old customers. I Introduction Customer service is customer-oriented which provides services and satisfaction. Broadly speaking, any content that can improve customer satisfaction is within the scope of customer service. E-Business customer services include clients’ consultation, complaints and other contents. In addition, E-Business customer-service clerks should understand customers’ demands through various means of communication, and contact customers directly to solve problems. Communication means include email, phone, WeChat, Skype, letters, etc. The main work of customer service includes pre-sale customer service and after-sales customer service. Here we mainly introduce after-sales customer service. After-sales customer service is to provide the customer with the consultation of order tracking, the expected delivery time and settlement of complaints. II Writing Guidelines 1 Useful Sentences and Expressions ★ 买方投诉，卖方要求提供证据 1. Could you please kindly take some pictures for our evaluation? We will double check after receiving the pictures for you. 请拍照片供我方评估，收到照片后我方会再次检查。 2. We must ask that you please take some photos to illustrate this issue and send them to my email: 396××××@qq.com. This will allow us to verify the problem and help resolve it to your satisfaction. 请拍照片提供证据并且发到我邮箱396××××@qq.com，以便我方验证存在的问题，有助于解决问题直到你方满意。 II Writing Guidelines 1 Useful Sentences and Expressions ★ 关于买方提到的质量问题或者无条件退货 1. We are sorry that this is our quality issue. Would you like to refund or new replacement?Please kindly advise so that we can move forward. 很抱歉确实是我们的质量问题，请告知我方你们是要求退款还是换货。 2. We are sorry that this is our quality issue, but could you please kindly help us repair at your end? We are happy to cover the cost for you. If it is workable for