电子基础商务及英语 6

电子商务英语E-commerceEnglishLesson1CustomerInquiryandCommunicationUnit1E-commerceCustomerServiceSpecialistLesson2OrderProcessingandFollow-up

Lesson3CustomerRelationshipMaintenanceLesson3CustomerRelationshipMaintenanceWarm-upDialogueRole-playTaskFurtherStudyReadingGoalLearntomaintainstablecustomerrelationships.Warm-upWritethecorrecttermbeloweachpicture.customerreviewsellerratingfeedbackform1._________________2.__________________3.____________________sellerrating

customerreviewfeedbackformDialogue电子商务客服专员Allen（A）在为顾客Grace（G）换货。A:Goodmorning.ThisisAllenfromthecustomerservicedepartment.HowcanIhelpyou?G:Morning,Allen.It’sGrace.Ireceivedthetwolarge-sizedBingDwenDwenplushtoys.Mygrandmalovesthemverymuch.Sheputoneonherbookshelfandalsowantstohangoneonherbag.However,thelarge-sizedoneistoobigforthat.So,IwasthinkingifIcouldexchangeoneofthemforasmall-sizedone.Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）换货。A:Noproblem.Exchangingitemsisquitestraightforward.First,youneedtofilloutanexchangeformonoure-commerceplatform.Youcanfinditinthe“MyOrders”section.G:Gotit.ThenwhatshouldIdo?A:Onceyourexchangeapplicationisapproved,pleasesendbackthelarge-sizedplushtoy.Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）换货。G:DoIneedtopayforanythingduringthisprocess?A:No,youdon’t.Aslongasitmeetsourexchangepolicy,wecoverallthecostsrelatedtotheexchange.G:Great!AndwhencanIexpecttoreceivethesmallone?Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）换货。A:Afterwereceivethereturnedlargeplushtoyandconfirmit’singoodcondition,we’llshipoutthesmallonetoyouimmediately.G:Thankyousomuch,Allen.A:You’rewelcome,Grace.Ifyouhaveanyotherquestionsduringthisprocess,feelfreetocallus.Haveaniceday!DialogueA.DecidewhetherthestatementsareTrue(T)orFalse(F).()1.Gracereceivedtwolarge-sizedBingDwenDwenplushtoys.()2.Toexchangetheitem,Gracedoesn’tneedtofilloutanapplicationform.

()3.Gracehastopayfortheexchangeprocess.()4.Afterreceivingthereturnedlarge-sizedplushtoy,Allen’scompanywillshipoutthesmall-sizedoneimmediatelywithoutcheckingitscondition.

T

F

F

FDialogueB.Orderthefollowingstepsofgoodsexchangefromatodaccordingtothedialogue.()1.Thee-commerceplatformshipsouttheexchangeditemafterconfirmingthereturneditemisingoodcondition.()2.Filloutanexchangeformonthee-commerceplatform.()3.Theexchangeapplicationisapprovedbythee-commerceplatform.()4.Sendbacktheitemyouwanttoexchangetotheplatform.

d

a

b

cRole-playMakeadialoguebetweenAllenandGraceaboutthereturnandexchangeoftheBingDwenDwenplushtoy.ReadingInthecompetitivee-commerceindustry,anefficientreturnandexchangeprocessiscrucialformaintaininggoodcustomerrelationships.Toimprovecustomersatisfaction,e-commercecompaniestakethefollowingmeasuresto1optimizetheprocess:1.Simplifytheapplicationprocess.2.Setupaquickreviewprocess.3.Offeradoor-to-doorpick-upservice.4.Ensurereal-timetrackingofreturneditems.5.Analyzedataonreturnsandexchangestopreventproblems.ReadingMoreover,clearguidelinesareprovidedonwebsites,andcustomerservicespecialistsaretrainedtohandlerequestspromptlyandproperly.Byprioritizingconvenience,e-commerceplatformsnotonlyimprovecustomerloyaltybutalso2boosttheirreputation,turningapotentiallynegativeexperienceintoapositiveone.Reading1.Agood____________canbeapowerfulmarketingtooline-commerce.2.Wearetakingstepsto____________pollution.3.Thee-commerceplatformhasreceived____________feedbackduetoitsgoodcustomerservice.4.Inorderto____________long-termdevelopment,restaurantsshouldfocusonfooditself.A.Fillintheblanksandchangetheformsifnecessary.maintainpreventreputationpositivereputationpreventpositive

maintainReading1.takemeasuresto采取措施练习：Thecompanytakesmeasurestocontrolrisks.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.

公司采取措施来控制风险。Reading2.notonly...butalso...不仅……而且……练习：Ouronlinestoreoffersnotonlyqualityproductsbutalsoexcellentcustomerservice.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.我们的