1、Customer Service of Cross-border E-commerce跨境电商实用英语 Chapter 4Unit 1 Overview of Cross-border E-commerce跨境电商系列教材Acquire basic knowledge about customer service of Cross-border E-commerce1Know the importance of pre-sale services,on-sale services and after-sales of Cross-border E-commerce2Know the profe
2、ssional abilities and skills required for the customer service staff of Cross-border E-commerce3Learn words and expressions concerning talking about above issues4Unit GoalsAfter studying this chapter,you are expected to：PART ONEWarming-upPART 1Warming-upWork in group.Look at what the following peopl
3、e say or do and express your own opinions with your group members.Try to relate to your personal experience.A.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 m
4、ore than two days to receive a reply.That makes her feel bad.PART 1Warming-upB.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 TWOPassage ReadingPART 2Passage Reading Customer service is the support
5、 you offer your customers both before and after they buy your product that helps them have an easy and enjoyable experience with you.Its more than just providing answers;its an important part of the promise your brand makes to its customers.And its a critical to the success of your business.It is a
6、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 PlatformsThe customer service of the Cross-border E-commerce involves:Pre-sa
7、le customer service:Pre-sale customer service is sales-oriented and provided for the buyers who make inquiries about products before placing orders.Pre-sale customer service gives information about purchase procedures,product introductions,payment methods,logistics modes and shipping charges etc.,al
8、l of which have a great deal to do with the transaction conversion rate.PART 2Passage Reading After-sale customer service:After-sale customer service is provided for customers who,after having placed orders,make inquiries about orders,the anticipated arrival time of parcels,and product service etc.I
9、t has much to do with the improvement of product category and quality,the customer experience,the repeat purchase rate,the returned purchase rate,the dispute rate etc.The problems faced in the after-sale customer service are mainly the delay of goods,the inconformity between goods and its descriptio
10、n,and the moderate and bad comments.PART 2Passage Reading Initiative after-sale inquiry:Take the initiative to keep customers informed,after sales,of some important information,for example,to tell customers whether the payment is successful or not,whether their orders have been confirmed or processe
11、d,where their goods have been sent,what new and best-selling products are put on shelves,and what marketing activities will be launched in the shop.In the aspect of customer service,both AliExpress and DHgate have the complete protocols and disputes handling system,helping settle the disputes betwee
12、n sellers and buyers:In the aspect of pre-delivery protocol,AliExpress allows the buyers cancel the orders after the orders paid successfully and before the sellers deliver the goods,it is more favorable for buyers.PART 2Passage Reading But the buyers of the DHgate just can cancel the orders after 2
13、4 hours they pay the orders successfully,and it is more favorable for sellers.In the aspect of delivery protocol,if the sellers promising delivery-time is less than 5 days,buyers can apply for refunds as soon as the sellers deliver goods;if the sellers promising-delivery-time is no less than 5 days,
14、buyers can apply for refunds after 5 days after the sellers deliver goods.DHgate allows the buyers apply for refunds in 4-120 days after the sellers deliver the goods.Both of AliExpress and DHgate assure the rights of the buyers.In the aspect of platforms intervene disputes,under the circumstance of
15、 both of buyers and sellers cannot reach a consensus,the system will commit the disputes to the AliExpress to adjudicate 16 days after the dispute rose automatically,AliExpress will handle the disputes in 2 working days.But the DHgate disputes-automatic-commit-time is 11 days after the dispute arose
16、,it is more efficient than the AliExpress.PART 2Passage Reading In terms of customer communication channels,the AliExpress provides the station letter,e-mail and the instant chatting software Trade Manager,the DHgate provides the station letter,e-mail and the DHgate Communication software.DHgate als
17、o can set subaccounts based on the main account,and give them different rights,so they can help the main account serve the customers better.In terms of the shop credit rating system,the credit level of AliExpress is divided into 15 levels,and each level is clearly represented by the rating signs com
18、bined by medal,diamond or crown.The credit level of DHgate is divided into 4 levels:top,perfect,standard and lower-standard,only the top and the perfect level has the appropriate sign.Therefore the AliExpress has more complete credit system.In addition,DHgate has the Foreign Buy block,and it can dis
19、play the requests of the customers and connect the customers with the sellers.PART 2Passage ReadingNew Wordsconversion knv:n n.1New Worda change in the units or form of an expression转化，转换e.g.)Currency-conversion costs remain one of the biggest obstacles to cross-border trade.货币兑换成本仍是跨境贸易的最大障碍之一。)Was
20、te conversion is a part of the production process.废物处理是生产过程的一个组成部分。返回anticipate ntspet vt.01New Word2regard something as probable or likely 预期e.g.)I anticipate deriving much instruction from the lecture.我期望从讲座中获得很多教益。)The company neglects to focus on the customer and does not anticipate what will be
21、 needed in the future.公司忽略了要去关注客户，并且没有预见未来需要什么。返回parcel p:sl n.New Word3a wrapped container 包裹e.g.)The parcel was sent express.这包裹是用快递方式寄出去的。)Has the parcel been cleared with the border police yet?那个包裹通过边防警察的检查了吗？返回inconformity nknf:mt n.New Word4lack of conformity;irregularity 不一致e.g.I)The plan was
22、 made inconformity with his views.这个计划和他所想的不一致。II)The term“sales return”refers to the return of goods sold by an enterprise because of the goods poor quality or inconformity with the required type,or for other reasons.销售退回，是指企业售出的商品由于质量、品种不符合要求等原因而发生的退货。返回moderate mdrt adj.5New Wordbeing within reas
23、onable or average limits;not excessive or extreme 适度的，中等的e.g.)The hotel consists of 25 comfortable guest rooms each representing excellent value at a very moderate price.酒店有25间客房，每一间都是高标准服务且价格实惠。)The company is willing to provide customers with quality products and services,as well as moderate price
24、.这家公司愿为客户提供优良产品和优质服务以及适中的价位。返回protocol prtkl n.01New Word6code of correct conduct 协议e.g.)They are to decide on the protocol relating to the exchange of commodities for the year.他们将对这一年的换货协定草案做出决定。)This is a very secure and reliable protocol that provides end-to-end security sessions between two part
25、ies.这是一个非常安全和可靠的协议，它提供了双方之间的端到端安全性会话。返回intervene ntvi:n v.New Word7get involved,so as to alter or hinder an action,or through force or threat of force 干预，介入，调停e.g.)The Government is doing nothing to intervene in the crisis.政府没有采取任何行动对这次危机进行干预。)Dont intervene in the affairs of another country.不要干涉别的国
26、家的事务。返回adjudicate du:dket v.New Word8bring to an end;settle conclusively 判决，裁定e.g.)The international court of justice might be a suitable place to adjudicate claims.国际法庭或许是对所有权做出裁决的合适之地。)The minister could not adjudicate in such an issue部长不能在这样一个问题上做出裁定。返回crown kran n.9New Wordan object in the shape
27、 of a circle,usually made of gold and precious stones,that a king or queen wears on his or her head on official occasions王冠e.g.)The crown was set with precious jewelsdiamonds,rubies and emeralds.王冠上镶嵌着稀世珍宝有钻石、红宝石、绿宝石。)Your clothes,your pearls and your jewels,or even your golden crown,are nothing to
28、me.你的衣服，珍珠，甚至于你金色的王冠对我来说，不值一文。返回block blk n.01New Word10the act of obstructing or deflecting someones movements 阻碍，障碍物e.g.)The question of quality proved a major stumbling block to agreement.结果证明质量问题是达成协议的主要障碍。)There is a block in the pipe and the water cannot flow away.管子里有阻塞物，水流不出去。返回Phrases&Expre
29、ssionspre-sale预售；售前01P&Ee.g.)The pre-sale of commercial housing becomes the primary form of transaction.商品房预售成了商品房交易市场的主要的交易方式。)Our company has strict management system,complete quality guarantee system and fine pre-sale system.我们公司具有严格的管理制度，健全的品质保证体系和优良的售前系统Phrases&Expressions01P&E02have a great de
30、al to do with 和.有很大关系e.g.)His success has a great deal to do with his hard work.他的成功与他的努力有很大关系。)The customer satisfaction has a great deal to do with the logistics speed.客户满意度和物流速度有很大关系。Phrases&ExpressionsP&E03after-sale 售后服务e.g.)The after-sale service worker will arrive at the destination within 24
31、 hours.售后工作人员将于24小时内到达目的地。)The after-sale service network of the company has spread nationwide.公司售后服务网点遍布全国。Phrases&ExpressionsTask 1 Work in pairs.Read the passage and answer the following questions.1 What are involved in the customer service of Cross-border E-commerce?2What are the main problems t
32、hat the after-sale customer service may face?3 In which aspect is DHgate more efficient than Aliexpress?Task 2 1.The _ was enchased with gold and silver.2.Denmark is a party to the Kyoto _ and will remain so.3.He had a large brown paper _ under his left arm.4.The security forces had to _ to prevent
33、the situation worsening.5.However the Industry often concentrates on the improvement of productivity and sales but neglect the maintenance of customers,namely the _services.6.I _ his arrival at four oclock.7.Wall Street is expecting a _ sales increase this season.8.The car successfully bypassed the
34、_.Complete the following sentences with the words or phrases in the box.Change the form if necessary.crown Protocolparcel interveneafter-saleAnticipateModerateblockTask 3 1.货币兑换不会收取费用。(conversion)_2.Jin为纯法学贡献了毕生精力，尽管他的学术观点前后并不一致。(inconformity)_3.我们将为您提供便捷的售前与售后服务。(pre-sale)_4.这里有你的一个包裹和几封信。(parcel)_
35、5.他将要求国会进行干预，防止发生罢工。(intervene)_6.委员会说在今年的上半年经济增长是适度的。(moderate)_Translate the following sentences into English,using the expressions in brackets.There are no charges for currency conversion.Jin had contributed his lifetime to the theory of law,although his viewpoints about law were inconformity.We
36、will provide you with quality and convenient pre-sale and after-sales service.Heres a parcel and some letters for you.He would ask Congress to intervene and head off a strike.The committee said the economic growth was moderate for first half of the year.PART THEREMini-ProjectCustomer loyalty exists
37、when a customer chooses to do business with a company even when a less expensive,more convenient,or higher quality alternative is available somewhere else.Discuss with your partner and put forward some suggestions on how a company can build customer loyalty.PART 3Mini-ProjectTHANKYOU跨境电商系列教材Unit 1 Overview of Cross-border E-commerce
