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跨境电商客服英语练习参考答案
Introduction:E-commerceCustomerServiceChannelsandReplyTemplates
导论：电子商务客户服务渠道与客服咨询模版
AFTERYOUREAD
A.UnderstandMainIdeas:
1.Whatarethemaincategoriesofonlinecustomerservicechannels?Whatdotheyinclude?
Answer:
Onlinecustomerservicechannelscanbebroadlyclassifiedintotwocategories:self-serviceandassistedservice.
Self-serviceincludesalltheinformationandtoolsthatthecompanyprovidesfortheircustomerstohelpthemsolvetheproblemontheirown,suchasdetailedproductdescriptionsorfrequentlyaskedquestionspage.
Assistedserviceusuallyincludesphone,email,chatandsocialmedia.
2.What’sthebenefitsofusingcustomerservicereplytemplates?
Answer:
Personalizedmessaging,reducethemarginforerrorsandkeepthesame?brandtone?ofvoiceineverycommunication.
3.Whattipsforansweringcustomerserviceemailsdoesthepassagesuggest?
Answer:
Theyarereadtheemailthoroughlybeforeyourespond,addressyourcustomerbyname,focusonsolvingtheproblem,includelinkstoyourwebpage,anduseyourrealnameandemailsignature
B.UnderstandDetails:
1.Whatisthebestchanneltoprovidedetailedproductdescriptionsforcustomers?
A.assistedservice
B.self-service
C.frequentlyaskedquestionspage
D.phone,email,chatandsocialmedia
Key:B
2.Whichchannelarecustomersincreasinglyseekinghelp?
Phone.B.e-mailC.chatD.socialmedia
KeyD
3.Whatcustomersreallywantfromcompanieswhentheyhavequestions?
Omni-channel
Multi-channel
Quick,friendlyandeffectiveservice
Conversationandinteraction
KeyC
4.Whatisthebiggestchallengewithphoneservice?
customer’sorderandconversationhistorymustbepullup
phoneregistrationmustbeoffered
everyconversationmustbeautomaticallyadded
issuescanberesolvedinonecontact
KeyA
5.WhichofthefollowingisNOTthegoodpracticefore-mail?
usinganaddressthatthecustomercanreplyto
keepingthetitleshortbyus
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