跨境电子商务英语-Unit-10-讲稿教学教案.docx

教学单元讲稿一、复习提问与上次课作业典型问题答疑回顾第9单元跨境电商的发货包装材料，国际物流渠道与海外仓库，发货跟 踪及运输时间。讲解每个小节的课后习题，特别是讨论题。二、教学单元名称第十单元跨境电商客户服务三、课程导入以跨境电商服务常用的词汇及表达作为导入点，教授学生相关知识点和基本 概念；并启发学生思考如何做好客户服务以及如何处理售后问题？从而开展本章 知识点和语言点的教学。四、分析思路本章节主要涉及到客户服务的三个方面：一，客户服务流程；二，客户投诉； 三，处理退货退款。围绕这三方面的知识点，对客户服务相关概念进行梳理的同 时，贯穿对相关英语语言从词汇、短语到句法应用等听、说、读、译的各类练习， 以提高同学们的英语英语基本功底。五、讲授内容Part 1 Customer Service ProceduresWarming-upLearn the following expressions, and write down their Chinese meanings. Put them in order according to the normal customer service procedures.(1) managing shipments 安排发货 inviting feedback 邀请评价(3) asking about products 咨询商品visiting an online shop 访 问网店(4) price negotiation 议价When conducting business on the CEBC platform, once a good return policy is in place, it not only provides services and assistance to your customers.在跨境电子商务平台上开展业务，一旦有了良好的回报政策，它不止为您的客户 提供服务和帮助。(1) Surprisingly, customers that have a poor experience thafs handled well end up more loyal than they were in the first place.令人惊讶的是，那些体验不佳的客户在处理得当的情况下，最终比一开始更忠诚。ExercisesWhich of the following can be done by a good return policy? DA. provides services to your customersprovides assistance to your customersB. youll spend less time dealing with returnsall of the above(1) The author say returns should not be solely thought as money lost, because A.A. the sales it can bring can be much more than just the lost value of products returnedthe company should judge this as a way for gaining reputationB. sometimes even partial refunded, the order can still be profitablethe customer service people seldom really allow returns(2) A good return policy can do the following except Cbring in salesA. further engage customersusing foreign-based digital buyersB. earn repeat businessWhats the idea we can get from Narvar? BA. You should spend less time dealing with returns.B. More than a half of online shoppers that make at least one return or exchange per year.C. half will make another purchase if the return experience was easy for them.D. even if the return experience was easy for them, there will not be returned purchase rate.(3) The service recovery paradox“ refers to Acustomers that have a poor experience thats handled well end up with more loyaltyA. giving customers hassle when they are trying to return somethingcustomers deter them from shopping with you againB. thinking about returns in terms of picturesSupplementary MaterialsExercisesSkim the passage and answer the following questions briefly.(1) IPCs Global Customer Service System (GCSS) is the perfect tool to answer the increasing demands from e-retailers and consumers for swift information about the whereabouts and status of cross-border postal items.(2) Linking 279 postal call centers globally in 185 countries, IPCs Global Customer Service System is a unique platform in the postal industry. IPCs GCSS is a web-based application enabling the exchange of inquiries between postal operators9 customer service departments. The system allows immediate action on customer queries as the customer service agents of posts can directly connect to share queries and information which is automatically complemented by detailed item event tracking history. GCSS sets response targets to ensure a timely resolution of these queries. Any of the following 3: a document and information exchange platform to enable prompt inquiry resolutiona platform enabling the monitoring and continuous improvement of postal customer experience user-friendly message lists and alerts fbr postal operators call centersinterface with call centers9 local systems available (e.g. CRM) provision of item-related informationautomatic inclusion of the latest tracking information within inquiries full tracking tool (on item and international transport level) from the starting point of an inquiryvarious reference pagesa variety of performance reports(6) settling complaints 处理投诉placing an order 下 单(7) making payments 付款Order: 4-3-5-7-8-1-6-2ListeningListen to the following sentences and fill in the blanks.(1) Please refresh the page and continue your payment.(2) We try to offer the best price and fastest service for you.(3) We will send the goods off today, so please confirm the quantity and color of your order.(4) With this change, your modifications to the shopping cart are complete.(5) If you buy it today, there will be a 20% discount for you, and free gifts are provided with your order.SpeakingDue to the noise problem of the newly purchased earphone, customer wants to return the product, so he contacted the seller about the returning policy and procedure. Please try to role play the following dialogue, especially pay attention to the underlined parts.由于新购买的耳机的噪音问题，客户想退货，因此他与卖家联 系交流退货政策和程序方面的问题。请尝试以角色扮演的方式练习下面的对话, 尤其注意划线的局部。教学提示：教师可先给出对话中下划线局部的释义，再组织学生进行对话练习。 What is your policy on returns?你方的退货政策是什么？I would like to return the earphone I got days ago. 我想退还几天前买的耳机。Is there anything wrong with.?有什么问题吗？We do not accept merchandise for return unless items are defective. 除非物品有缺陷，否那么我们不接受退货。subject to availability视(商品是否有货)情况而定at buyers discretion由买方自行决定apply for return申请退货pay for the freight支付运费There will be no charge at all.完全不会收费。ReadingKey Sentences:(1) Pre-sale customer service gives information about purchase procedures, product introductions, payment methods, logistics modes and shipping charges, etc., all of which have a great deal to do with the transaction conversion rate.售前客户服务提供购买流程、产品介绍、支付方式、物流模式和运费等信息，所 有这些都与交易转化率有很大关系。(2) It 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.它与产品种类和质量的提高、客户体验、重复购买率、退货率、纠纷率等都有很 大关系。(3)In communication with customers, we should hold honesty and integrity in mind, always leave room fbr maneuver, listen to customers, put ourselves in customers5 shoes to understand customers5 wishes, and often express gratitude to customers.在与客户的沟通中，我们要牢记诚信，留有回旋的余地，倾听客户的心声，设身 处地为客户着想，了解客户的愿望，经常对客户表示感谢。Exercises. Use the words in the box to complete the sentences below.(1) Cross-border e-commerce customer service staff need to show gratitude to customers at all times.(2) Business people believe that if they take the initiative to get more new skills, there will be a better job available to them.(3) The only capital investments plan involves new office space and the equipment needed for that space.(4) Customers would really appreciate it if you could put yourself in their shoes and tell them how to deal with this return dispute.(5) The transaction value of Chinas cross-border e-commerce is anticipated to reach 20.3 trillion yuan in 2021.1) . Translate the following sentences by using the provided expressions.(1) 一个商人能否做好生意与其诚信有很大关系。(integrity; have a great deal to do with)Whether a businessman can do business well has a great deal to do with his integrity. (2)在做跨境电商生意时，客户体验是十分重要的。(customer experience)When doing cross-border e-commerce business, customer experience is very important. 这家店铺在亚马逊平台的交易转化率很高。(transaction conversion rate) This store has a high transaction conversion rate on the Amazon platform. 主动联系买家可以提高回购率。(Take the initiative to; returned purchase rate) Take the initiative to contact buyers can increase the returned purchase rate.(5)定价时我们需要留有余地。(leave room for maneuver) When pricing, we need to leave room for maneuver.2) Answer the following questions.(1) What are mainly involved in the customer service of cross-border e-commerce? The customer service of cross-border e-commerce mainly involves: pre-sale customer service, after-sale customer service, and initiative after-sale enquiry.(2) What can pre-sale customer service provide? And what is its purpose?Pre-sale customer service gives information about purchase procedures, product introductions, payment methods, logistics modes and shipping charges, etc., all of which have a great deal to do with the transaction conversion rate.(3) What are the mainly problems faced in the after-sale customer service?The problems faced in the after-sale customer service are mainly the delay of goods, the inconformity between goods and its description, and the moderate and bad comments.(4) Besides holding honesty, integrity and gratitude, whats more important in communication with customers?Whafs more important is that we must show respect to customers5 own culture and never offend them by breaking their taboos.Part 2 Complaint ProblemsWarmine-upLearn the following expressions, and write down their Chinese meanings.(1) defective item 残次品under guarantee 受保障(2) open a dispute 提出争议close a dispute 结束争议(3) a partial refund 局部退款a full refund 全额退款fix a problem解决问题(8) make up for the loss 弥补损失ListeningListen to the following sentences and fill in the blanks.(1) Could you send me a photo of the parcel you received and tell me its situation?(2) The refund time is usually 5 to 7 business days.(3) If the seller wants to refuse the request, he should provide evidence to prove it is not his responsibility.(4) We can exchange it as long as you keep the dress in its original and good condition and pay for the return shipping.(5) We will send you a partial refund if you dont receive the parcel within the guaranteed time.SpeakingLearn from the example and work in pairs to ask and answer the questions with the clues given in the box below.Example:A: What problem have you ever had when you buy things from abroad online?B: Sometimes I had to wait a really long time before receiving the order.(The following dialogues are for references. There can be more dialogues made here.)Dialogue 1:A: What problem have you ever had when you buy things from abroad online?B: Once I found there was not enough information about the product I got interested in.Dialogue 2:A: What problem have you ever had when you buy things from abroad online?B: Last time I need to pay really expensive shipping fee.Dialogue 3:A: What problem have you ever had when you buy things from abroad online?B: Two weeks ago I had difficulty in getting response from the customer service.SometimesOnceLast timeTwo weeks agoI had toI foundI needed toI had difficulty inpay really expensive shipping feethere was not enough information about the product I got interested in.the seller was not online to answer my inquiry questionsgetting response from the customer servicemaking payment through PayPalask why my order was not shipped even after a week I paid itReadingKey Sentences:(1) Heres a breakdown of what each of these types of complaints mean for the future of your selling privileges on Amazon .以下是每一种投诉对你未来在亚马逊上销售特权的影响。(2) If the product is genuine and you are simply reselling it, there is usually no trademark violation.如果产品是正品，你只是转售它，通常没有商标侵权。(3) This mistake could lead to multiple complaints for inauthentic item and for not as described items.这个错误可能会导致对非正品和与商品描述不相符的屡次投诉。ExercisesTell whether each of the following statements is true (T) or false (F).(1) F Amazon sellers9 standard is not that high since the platform usually has many obstacles that they need to overcome in order to avoid suspension.(2) T A major reason for the suspensions are complaints from buyers.(3) F Those products never being used can be sold as new on Amazon.(4) TIf the product is genuine, then it is usually OK for you to simply resell it.(5) FIf your Amazon seller account has already been suspended, you should justwait quietly until it is reinstated.(2) Fill in each blank with the correct form of the given word.(1) He knows that this suspension of settlement construction is difficult, that it is not easy for anyone, (suspend)In recent years, cross-border e-commerce has generated incredibly huge sales, (incredibly)(2) This platforms penalty for sellers is not baseless. It is quite logic, (base)Almost all cross-border e-commerce platforms require sellers to provide correct descriptive information for the products they sell, (describe)(3) On the eBay platform, it usually takes a month for a seller to reinstate recover after being suspended, (instate)3) Translate the following sentences by using the provided expressions.(1)跨境卖家努力做好产品描述，是为了获得更多的浏览量。(in order。)Weare Cross-border sellers work hard to make good product descriptions in order to get more page views. 中国跨境电子商务的蓬勃开展植根于好的政策。(be rooted in)Sellers hope that The booming development of Chinas cross-border e-commerce is rooted in good policies.一旦得到中评或差评，卖家需要立刻采取行动。(take action)Sellers need to take immediate action once they get a moderate or negative rating. (4)最糟糕的并不是退货或退款，而是失去了客户的信任。(butrather) The worst thing is not the return or refund, but rather the loss of customers trust. 明年这家店铺的订单数可能会翻倍。(it is likely that)It is likely that the number of orders at this store may double next year.Part 3 Sellers Evaluation of the BuyerWarming-upLearn the following words in the box and choose the most appropriate one to fill in each blank.How to reply to a refund request?While most issues can be handled successfully through a basic open dialogue between the supplier and the buyer, sometimes certain situations must be turned into more formal (1) request. We advise that the (2) supplier and the buyer to do their best to discuss issues with each other and come to a reasonable solution. We also (3) recommend they keep in active communication during the Open Dispute process. If the supplier and the buyer cannot reach an (4) agreement during the 15-day Open Dispute time period, the buyer may pursue the complaint. By filing a claim, the buyer states he or she is (5) unable to reach a reasonable agreement with the supplier, and is requesting the platform to step in to (6) handle the matter. Reasons to pursue the complaint may be different. They can (7) include the supplier not responding to the buyers requests or refusing to partially refund the buyer for an order sent back in an unsatisfactory condition.ListeninqListen to the following sentences and fill in the blanks.(1) Make a refund request if goods are not received after supplier confirmed the order has been shipped.(2) As requested, we will send you a replacement as soon as possible and hope you will be pleased with the new lot.(3) Well compete your order and send replacements fbr the damaged ones.(4) We are willing to give you a 10% allowance of the next order to compensate you for the loss.(5) We are extremely sorry to learn that you are not satisfied with our products. We are concerned about the inconvenience you have suffered, and apologize sincerely.SpeakingPlease learn the example dialogue and use the information in the table to practice making complaints about the products in the given situations.Dialogue 1:Buyer: Id like to make a complaint about the laptop