跨境电商客户服务英语 课件 Task 14 订单取消确认函;Task 15 接受买家的退货、退款要求 ;Task 16 拒绝买家的退货、退款要求 .pptx

;;;;【内容提要】;Weallknowtheclichébreakupline(关系破裂时陈词滥调的说辞)-Itsnotyou,itsme.Inromanticrelationships,thisphrasemaybeacop-out,butwhenitcomestoyourcustomers,itmightactuallybetrue.Therearemanyreasonsacustomermightcancelhispaidorder(已付订单),butwhatevertheyare,cancellationsarenofun.Thatsdefinitelytrue,notjustforthemerchantsbutalsoforthecustomers.Afterall,theyllhavetogothroughtheentireprocessofcancelingtheorder,andthenyoullhavetorefundthem.

;clichébreakupline

(关系破裂时陈词滥调的说辞);Cancellationconfirmation(取消确认)e-mailenablesyoutoacknowledgecustomerscancellationofanyplacedorder.However,itdoesnthavetobeacompletelynegativeexperience.

Infact,therearewaysyoucanturnthisintoamoney-makingopportunityforyouronlinestore.Letslookatsomeofthebestwaystodothat.;cancellationconfirmation

(取消确认);A．UnderstandMainIdeas

1.Whatarethemainguidelinesforhandlingordercancellations?

Answer:

Maintainyourquality.

Recommendotherproducts. ;TheGuidelinesfortheHandling

Maintainyourcourtesy

Whenyoucraftthecancellationconfirmation,rememberthatthisdoesntmeanyourcustomeriscompletelydonewithyourcompany.Itcouldbethattheyorderedthewrongstyle,colororsize,orarenolongerinterestedinthatparticularproduct.

Youcanmaintainyourpositivityandbrandbycontinuingtoprovidequalitycustomerservicethroughoutallyourcommunications.;Remember,taketheopportunitytobuildupyourbrandinallsituations.Youreinvestinginlong-termcustomers(长期客户)bythisway.Checkouttheexamplebelowandsensehowitkeepsitsdecency.;long-termcustomers

(长期客户);B.UnderstandDetails:

1.InwhatwaycanyouturnOrderCancellationintoamoney-makingopportunityforyouronlinestore?

A.maintainyourpositivity

B.continuetoprovidequality

C.taketheopportunitytobuildupyourbrand

D.alltheabove

Key:D;2.Whi