Unit 8（课件）-《跨境电商英语》同步教学（大连理工大学出版社）

Customer Service Learning Objectives Master how to build e-commerce customer service and ask for feedback properly. Unit ８ Master the typical tasks of different stages of customer service. Master the basic customer service etiquette and some useful expressions for it. Master how to handle complaints and offer solutions in spoken and written forms. part 1　Lead-in part 2　Reading A part 3　Listening A & Speaking A part 4　Reading B part 5　Listening B & Speaking B part 6　Writing part 7　Case Study An Overview of Customer Service A. Categorize the following tasks a-i into the corresponding stages of customer service. a. Identify customers’ pain points or needs. b. Categorize and analyze the feedback comments. c. Manage customers’ inquiries about products. d. Acknowledge and resolve customers’ complaints. e. Process orders, forms, applications, and requests. f. Keep track of delivery status. g. Handle repair or maintenance matters. h. Deal with returns and replacements. i. Measure customers’ satisfaction with their purchases and make improvement. PartⅠ Lead-in Stages Typical Tasks Pre-sales Service On-sale Service After-sales Service a.Identify customers’ pain points or needs. c.Manage customers’ inquiries about products. e.Process orders, forms, applications, and requests. f.Keep track of delivery status. b.Categorize and analyze the feedback comments. d.Acknowledge and resolve customers’ complaints. g.Handle repair or maintenance matters. h.Deal with returns and replacements. i.Measure customers’ satisfaction with their purchases and make improvement. PartⅠ Lead-in B. Identify the characteristics of good or bad service by putting them into the right column. promptness 　　　　insincerity　　　　 irresponsibility 　　　　responsiveness indifference　　　　 dishonesty 　　　　professionalism 　　　　politeness　 efficiency　　　　　inefficiency　 　　　　coldness　　　　　　 warmness Good Service Bad Service promptness 　responsiveness professionalism politeness efficiency