Unit 1-Chapter 4(课件）-《跨境电商英语》同步教学（中国人民大学出版社）

Customer Service of Cross - border E-commerce Chapter 4 Unit 1 Overview of Cross-border E-commerce Acquire basic knowledge about customer service of Cross-border E-commerce 1 Know the importance of pre-sale services, on-sale services and after-sales of Cross-border E-commerce 2 Know the professional abilities and skills required for the customer service staff of Cross-border E-commerce 3 Learn words and expressions concerning talking about above issues 4 Unit Goals After studying this chapter, you are expected to： PART ONE Warming-up PART 1 Warming-up Work in group. Look at what the following people say or do and express your own opinions with your group members. Try to relate to your personal experience. Lucy has decided not to buy products again from the online shop which she used to visit often. Because when she asked some questions about the products she intended to buy, he would wait for more than two days to receive a reply. That makes her feel bad. PART 1 Warming-up B. One of my friends who run an online ship once said, “The cost of developing a new customer is five times as much as that of retaining an old one.” PART TWO Passage Reading PART 2 Passage Reading Customer service is the support you offer your customers both before and after they buy your product that helps them have an easy and enjoyable experience with you. It’s more than just providing answers; it’s an important part of the promise your brand makes to its customers. And it’s a critical to the success of your business. It is a position in the Cross-border E-commerce enterprise, where one can reach the most customers. The quality of customer service directly influences whether the consumers will buy or not. Customer Service of Cross-border E-commerce Platforms The customer service of the Cross-border E-commerce involves: Pre-sale customer service: Pre-sale customer service is sales-oriented and provided for the buyers who make inquiries about products before placing orders. Pre-