第8章（课件）- 《跨境电子商务双语教程》同步教学（电工版）

跨境电子商务双语教程 Bilingual Course of Cross-Border E-Commerce 1 8. 跨境电商客户服务 8. Cross-Border E-Commerce Customer Service 跨境电子商务双语教程 Bilingual Course of Cross-Border E-Commerce 2 目 录 CONTENTS Pre-Sale Service of Cross-Border E-Commerce跨境电子商务的售前服务 8.1 In-Sale Service of Cross-Border E-Commerce 跨境电子商务的售中服务 8.2 After-Sale Service of Cross-Border E-Commerce 跨境电子商务的售后服务 8.3 1. 跨境电商绪论 1. An Introduction to Cross-Border E-Commerce 3 She has known the main links of cross-border E-commerce, platforms, logistics, settlements, etc. She is ready to start selling the products she is familiar with, and starts to learn how to operate and sell. Cross-border E-commerce customer service is the main link of product operation and sales. How to conduct customer communication and provide service on cross-border E-commerce platform? Lead-in Case An Introduction to Cross-Border E-Commerce 1. Xiao Wei’s Problem: 4 Objectives of knowledge 知识目标 An Introduction to Cross-Border E-Commerce 1. Learning objectives 学习目标 To master the customer service process of cross border E-commerce. To grasp the characteristics of the customer service communication of the mainstream global cross-border E-commerce platform. To understand the requirements and career development direction of cross-border E-commerce customer service positions. 5 An Introduction to Cross-Border E-Commerce 1. To be able to communicate in foreign languages and use computer software to handle daily business correspondence and other documents. To respond to customer’s enquiry quickly and to sort the information in time. To demonstrate the flexible communication skills during the commodity operation and selling processes according to the different characteristics of customers. Objectives of skills 技能目标 Learning objectives 学习目标 6 An Introduction to Cross-Border E-Commerce 1. To have the professionalism of customer first, and find out the problems in the process of online and offline operation in advance. To have the psycholog