Unit 10（课件）- 《跨境电子商务英语》同步教学（人民邮电版·2020）

跨境电子商务英语 www.515ppt.com 1 Unit 10 Customer Service of Cross-Border E-Commerce www.515ppt.com 2 Unit Objectives: Learn about customer service procedures. Learn about the problems usually complained and how to deal with them. Learn about the returning and refunding policies. Unit 10 Customer Service of Cross-Border E-Commerce www.515ppt.com 3 Customer Service Procedures 1 Complaint Problems 2 3 CONTENTS 目录 Returning & Refunding 4 1 Customer Service Procedures www.515ppt.com 5 Warming-up Learn the following expressions, and write down their Chinese meanings. Put them in order according to the normal customer service procedures. Part 1 Customer Service Procedures managing shipments inviting feedback (3) asking about products (4) visiting an online shop (5) price negotiation (6) settling complaints (7) placing an order (8) making payments 安排发货 邀请评价 咨询商品 访问网店 议价 处理投诉 下单 付款 Order: 4-3-5-7-8-1-6-2 www.515ppt.com 6 Listening Listen to the following sentences and fill in the blanks. Part 1 Customer Service Procedures www.515ppt.com 7 Listening Listen to the following sentences and fill in the blanks. (1) Please refresh the page and continue your . (2) We try to offer the and fastest for you. (3) We will send the goods today, so please the quantity and color of your order. (4) With this change, your modifications to the are complete. (5) If you buy it today, there will be a 20% for you, and are provided with your order. Part 1 Customer Service Procedures payment best price service off confirm shopping cart discount free gifts www.515ppt.com 8 Speaking Due to the noise problem of the newly purchased earphone, customer wants to return the product, so he contacted the seller about the returning policy and procedure. Please try to role play the following dialogue, especially pay attention to the underlined p