跨境电子商务双语教程 第8章跨境电商客户服务

Teacher教师：XXX跨境电子商务双语教程BilingualCourseofCross-BorderE-CommerceTeacher教师：XXX8.跨境电商客户服务8.Cross-BorderE-CommerceCustomerService跨境电子商务双语教程BilingualCourseofCross-BorderE-Commerce目录CONTENTSPre-SaleServiceofCross-BorderE-Commerce跨境电子商务的售前服务8.1In-SaleServiceofCross-BorderE-Commerce跨境电子商务的售中服务8.2After-SaleServiceofCross-BorderE-Commerce跨境电子商务的售后服务8.31.跨境电商绪论1.AnIntroductiontoCross-BorderE-CommerceShehasknownthemainlinksofcross-borderE-commerce,platforms,logistics,settlements,etc.Sheisreadytostartsellingtheproductssheisfamiliarwith,andstartstolearnhowtooperateandsell.Cross-borderE-commercecustomerserviceisthemainlinkofproductoperationandsales.Howtoconductcustomercommunicationandprovideserviceoncross-borderE-commerceplatform?Lead-inCaseAnIntroductiontoCross-BorderE-Commerce1.XiaoWei’sProblem:Objectivesofknowledge知识目标AnIntroductiontoCross-BorderE-Commerce1.Learningobjectives学习目标TomasterthecustomerserviceprocessofcrossborderE-commerce.Tograspthecharacteristicsofthecustomerservicecommunicationofthemainstreamglobalcross-borderE-commerceplatform.Tounderstandtherequirementsandcareerdevelopmentdirectionofcross-borderE-commercecustomerservicepositions.AnIntroductiontoCross-BorderE-Commerce1.Tobeabletocommunicateinforeignlanguagesandusecomputersoftwaretohandledailybusinesscorrespondenceandotherdocuments.Torespondtocustomer’senquiryquicklyandtosorttheinformationintime.Todemonstratetheflexiblecommunicationskillsduringthecommodityoperationandsellingprocessesaccordingtothedifferentcharacteristicsofcustomers.Objectivesofskills技能目标Learningobjectives学习目标AnIntroductiontoCross-BorderE-Commerce1.Tohavetheprofessionalismofcustomerfirst,andfindouttheproblemsintheprocessofonlineandofflineoperationinadvance.Tohavethepsychologicalqualityofrationally,calmlyandobjectivelymobilizingresourcesandproperlyhandlingcustomercomplaints.Objectivesofqualities素质目标Learningobjectives学习目标Tohavealastinginterestinlearningnewknowledgeandnewskills.

8.1Pre-SaleServiceofCross-BorderE-Commerce跨境电商售前服务UnderstandingtheProcessofMakingGoods8.1.1AnalyzingFinancialCostsofCommodities8.1.2AccountingforExternalQuotationofCommodities8.1.3Understandingtheproductionprocessofcommoditiesistheprerequisiteforanalyzingthefinancialcostsofcommodities.Thepurposeofanalyzingfinancialcostsistocalculatetheexternalquotationsofcommodities,finallyunderstandtheproblemsthatcustomersmayask,andcandealwithvariousproblemsthatmayariseintheprocessofcustomerservice.

8.1.1UnderstandingtheProcessofMakingGoodsPre-SaleServiceofCross-BorderE-Commerce8.1source：/en/8.1.1UnderstandingtheProcessofMakingGoodPre-SaleServiceofCross-BorderE-Commerce8.1SalescategoryPrecautionsforcustomerserviceClothingToknowthematerial,color,basicworkmanship,specialsizeandprocessingtechnologyofclothingShoesToknowthestyleofshoes,materialsandcolors,andthemostimportantthingistohaveanaccurateunderstandingofthesizeunitsofshoesindifferentcountries;ElectronicproductsandlightingsTobefamiliarwiththecomposition,accessories,functionsandvoltageoftheproduct.productsthatare

relativelyeasytooperateTounderstandhowtheproductsaremadeandtheirusage8.1.2AnalyzingFinancialCostsofCommoditiesPre-SaleServiceofCross-BorderE-Commerce8.1Cross-borderE-commercecustomerservicemustlearntoanalyzethefinancialcosts,andpredictlogisticscostsandsalesprofitsofgoodsexactlyIndividualwork:个人作业Followingdiagramshowssomecostsshallconsiderincalculationpriceofthegoods,pleaselistotheritems.8.1.3AccountingforExternalQuotationofCommoditiesPre-SaleServiceofCross-BorderE-Commerce8.1

Thepremiseofcalculatingtheexternalquotationofgoodsistoanalyzethefinancialcostofthegoods,butalsoitneedstoconsiderthequalityandgradeofthespecificgoods,thedistanceoftransportation,thelocationandconditionsofdelivery,seasonalchangesindemand,thesortingof

transactions,theconditionsofpaymentandthechangesinexchangeraterisk.Forthesameproduct,thequotationsreceivedbyB2Bcustomersonthecross-borderE-commerceplatformaredefinitelydifferentfromthosereceivedbyB2Ccustomers.8.1.3AccountingforExternalQuotationofCommoditiesPre-SaleServiceofCross-BorderE-Commerce8.1

ThequotationsreceivedbyB2BcustomersarenotonlylowerthanthequotationsreceivedbyB2C,butalsotheyhavemorechoices.

B2Ccustomersaregenerallyindividuals,whoreceiveretailprices,andB2Ccustomerswillalsocomparehorizontally,butforthereasonthattheunitpricesaresimilar,theytendtoplaceordersassoonaspossible.

Therefore,theexternalquotationssentbythecustomer

serviceforcustomerswithdifferentneedsaredifferent.B2BB2C

8.2In-SaleServiceofCross-BorderE-Commerce跨境电商主流平台选择CustomerCounselingandResponse8.2.1EncouragingCustomerstoPlaceOrdersandMakingPayments8.2.28.2.1CustomerCounselingandResponseIn-SaleServiceofCross-BorderE-Commerce8.2

Tobetheleaderof

communicationWhencustomersaskanyquestionsabouttheproducts,thecustomerservicemustprovideacompleteanswer,putforwardafeasibleplan,andbetheleaderofthecommunication.Tousereliabledatawhetheritispre-sale,in-saleorafter-sale,customerserviceneedstoproviderealdatathatcanconvincecustomers.Especiallyinthein-salelink,whenthecustomerservicepredictsthattheordermaybeplacedsoon,itisnecessarytoprovidethecustomerwithdetaileddatatoensurethesuccessofthetransaction.TotakeresponsibilityIngeneral,thepartywhomadethe“mistake”oftenneedstobearthe“responsibility”.However,inthefieldofE-commerce,especiallycross-borderE-commerce,whenafter-salesdisputesarise,“responsibility”and“mistake”needtobedistinguishedtemporarily.“Responsibility”isthesolutiontotheproblemcausedby“mistake”,whichisforonepartytorestorethenegativeimpactormakeupforthebadconsequencesofmeasuresorproposedsolutions.8.2.2EncouragingCustomerstoPlaceOrdersandMakingPaymentsIn-SaleServiceofCross-BorderE-Commerce8.2CommoncommunicationskillsLanguageusing

Customerserviceneedstocontinuouslylearnforeignlanguagesandunderstandthecultureofthetargetcountry,andespeciallyneedtoaccuratelygrasptheprofessionaltermsoftheproductssold.Correctlyusingthecustomer’smothertongueisnotonlytoshowrespecttocustomers,butalsotoeffectivelyimprovecustomertrust.8.2.2EncouragingCustomerstoPlaceOrdersandMakingPaymentsIn-SaleServiceofCross-BorderE-Commerce8.2CommoncommunicationskillsCommunicationmethods

Real-timeQ&Aneedstoquicklyunderstandwhatcustomersmeanandrespondquickly.When

communicatinginthisway,payattentiontousingshortsentenceswithsimplestructureand

plainwords,sothatcustomerscanunderstandthemeaningofthesellerintheshortesttime.Thecommunicationmethodofansweringmessagesisoftenpresentedbymail.TherearetwopointstopayattentioninE-mailcommunication.Thefirstisthatthereshouldbenocapitalizationinparagraphs.Thesecondistopayattentiontosegmentationandblanklines.8.2.2EncouragingCustomerstoPlaceOrdersandMakingPaymentsIn-SaleServiceofCross-BorderE-Commerce8.2CommoncommunicationskillsDiversifiedreplymethodsMakinginstallationflowcharts,shootingdemonstrationvideos,findingsuitablespokespersonstodescribeproductsinself-mediasuchasYouTube,TwitterorFacebook(Meta),andleavingonlinevoiceorvideocontactinformationareallformsofdiversifiedcommunicationandresponse.

8.3After-SaleServiceofCross-BorderE-Commerce

跨境电商售后服务UnderstandingtheCollectionChannelsofthePlatform8.3.1MasteringAfter-SalesEvaluationandDisputeHandlingRules8.3.2UnderstandingthePunishmentRegulationsofthePlatform8.3.38.3.1UnderstandingtheCollectionChannelsofthePlatformAfter-SaleServiceofCross-BorderE-Commerce8.3Severalmainstreampaymentchannelsofcross-bordere-commerceMasterCardWesternUnionBank

TransferQIWIWalletYandex.MoneyWebMoneyBoletoMercadoPagoGroupTask:小组作业Chooseandanalysethefollowing3paymentchannels’characteristicsAfter-SaleServiceofCross-BorderE-Commerce8.38.3.2MasteringAfter-SalesEvaluationandDisputeHandlingRules1．Evaluation(1)Typesofevaluation.(2)Rulesofevaluationtime.(3)Rulesofevaluationmodificationanddeletion.2．Rulesofdisputeresolution(1)Typesofdisputes.

(2)Disputesettlement.①Donotreceivethegoods.①Makearequest.②Thebuyerrefusestosign.②Durationofdispute.

③Numberofdispute.

④Responsetime.

⑤Platformruling.8.3.3UnderstandingthePunishmentRegulationsofthePlatformAfter-SaleServiceofCross-BorderE-Commerce8.3

Themostcommonpunishmentmethodofcross-borderE-commerceplatformsistodeletetheillegalproductsandtemporarilyclosetheshop.

Thepenaltyoftheviolationofthecustomer’sagreementisrelativelynotthatserious,andthesellerisdirectlyjudgedtocompensatetheconsumerfortheloss.

Themostseriouspunishmentisthepermanent

closureoftheshop.KnowledgeExtension:PunishmentMethodsandRules

on

ShopeeAccountusage/transactionbehavior:①Fraudoraffectt