《跨境沟通与客服》 课件——Chapter7 Communication Skills.pdf

Cross-bordere-

commerce

customer

serviceand

communication

Leo

Chapter7Cross-bordere-commercecustomer

serviceandcommunicationskills

7.1Pre-salescustomerserviceand

communicationstrategies

7.2Methodsofcustomerservice

andcommunicationduringsales

7.3Methodsofafter-sales

customerserviceand

communication

7.4Cross-bordere-commerce

customerserviceand

communicationskillsapplication

cases

LearningObjectives

•1.Understandtheawarenessofcross-bordere-

commercepre-salescustomerservice;

•2.Familiarwiththebasiccontentofpre-sales

customerserviceofcross-bordere-commerce;

•Mastertheskillsofcustomerserviceincross-border

e-commercesales(includingcustomerservice

communicationtemplates);

•Mastertheprocessandmethodofafter-sales

customerserviceofcross-bordere-commerce.

Teachingkeyanddifficultpoints

1.Pre-salescustomerserviceandcommunicationstrategies;

2.Providequalitylogisticsexperienceforbuyers;

Theprocess,principlesandmethodsofafter-salescustomer

serviceandcommunication.

Mindmap

QUOTES

•ShenzhenNetEaseShengshiTechnologyCoLTDs

transformationintocross-bordere-commercehas

achievedgreatsuccess

•Thecoreinthecore,thekeyinthekeyistheservice

Dialecticandthinking

•Intodaysincreasinglyfiercemarketcompetition,asan

enterprisewanttohaveacertainbenigndevelopmentspace,

inadditiontothequalityofgoodstostrictlycheck,howto

establishasetofperfectcustomerservicesta