《跨境沟通与客服》 课件——Chapter2 Rules for Customer Service of Main Cross Border E-commerce Platforms.pdf

Cross-border

E-commerce

Customer

Serviceand

Communication

Chapter2Customerservicerulesof

mainstreamcross-bordere-commerce

platforms

2.1AmazonCustomerServiceRules

2.2eBayCustomerServiceRules

2.3AliExpressCustomerServiceRules

2.4WishCustomerServiceRules

2.5Shopee(ShrimpSkinShopping)Customer

ServiceRules

Learningobjectives

•1.Masterthemainrulesofcustomerserviceon

mainstreamcross-bordere-commerceplatforms

•2.Understandtheevaluationcriteriaandclassificationof

customerservicelevelofsellersonmainstreamcross-

bordere-commerceplatforms

•Learnhowmainstreamcross-bordere-commerce

platformshandlecommonproblemsincustomerservice

work

Keypointsanddifficulties

•Majorrulesoncustomerserviceformainstream

cross-bordere-commerceplatforms

•Howtoflexiblydealwithproblemsincustomer

servicework

Mind

mapping

Quotes

Dialecticsand

thinking

⚫Byimprovingthepostservicelevelofcustomerservicepersonnel,it

helpstoreducethebadratingrate,establishahigh-qualitycorporate

image,helptoreducethereturnrate,reducetheoperatingcostofthe

enterprise,helptoprovidevaluableinformationforthesalesman,helpto

mineneworders,constantlydevelopnewcustomers,maintainold

customers.So,whatarethesimilaritiesanddifferencesbetweenthe

servicerulesofdifferentcross-bordere-commerceplatforms?

2.1.1Ordermanagement

oneOrderManagement

2.OrderReport