电子商务英语 课件Unit 1 E-commerce Customer Service Specialist

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

Lesson3CustomerRelationshipMaintenanceLesson1CustomerInquiryandCommunicationWarm-upDialogueRole-playTaskFurtherStudyReadingGoalLearntohandlecustomerinquiriesandcommunicatewithcustomers.Warm-upWritethecorrecttermbeloweachpicture.e-walletorderstatuschatbotcatalogdiscountcreditcard1._______________2.________________3._________________

discount

creditcard

orderstatusWarm-upWritethecorrecttermbeloweachpicture.e-walletorderstatuschatbotcatalogdiscountcreditcard4._______________5.________________6._________________

catalogchatbote-walletDialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。A:Goodmorning!ThisisAllen,thee-commercecustomerservicespecialist.HowcanIhelpyou?G:Morning.Gracespeaking.I’vebeenseeingBingDwenDweneverywhere!I’dliketoknowmoreaboutit.A:Hi,Grace.Recently,BingDwenDwenhasgainedworldwidepopularity.ItscombinationofChinesecultureandtheOlympicspiritmakespeopleofallageslikeit.Dialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。G:Nowonderit’ssopopular.What’sitmadeof？A:BingDwenDwen’sbodyismainlymadeofplushfabric,andthetransparentoutershellismadeofsilicone.G:Cool!Whatcolorisit?A:BingDwenDwenismostlywhite.TherearesomeOlympic-relatedcoloredpatternsonitsfaceandbody,likeblue,red,andyellow.Dialogue电子商务客服专员Allen（A）在回答顾客Grace（G）关于产品基本信息和促销活动的问题。G:Gotit.Arethereanypromotions?A:Now,ifyoubuytwoitems,youcangeta10%discount.G:Thatsoundsgreat.I’llthinkaboutit.Thanks!A:Mypleasure.Ifyouhaveanyotherquestions,pleasefeelfreetocall.Haveaniceday!DialogueA.DecidewhetherthestatementsareTrue(T)orFalse(F).()1.Graceisane-commercecustomerservicespecialist.()2.BingDwenDwenisnotpopularoutsideChina.()3.ThedesignofBingDwenDwencombinesChinesecultureandtheOlympicspirit.()4.Graceisencouragedtocallifshehasanyquestions.

F

F

T

TDialogueB.Chooseaproperansweraccordingtothedialogue.()1.WhoisGrace?A.Acustomerservicespecialist.B.Acustomerservicemanager.C.Acustomer.()2.WhyisBingDwenDwensopopular?A.Becauseofitsmoderndesignandlowprice.B.BecauseofitscombinationofChinesecultureandtheOlympicspirit.C.Becauseofitssimpleshapeandlightweight.

C

BDialogueB.Chooseaproperansweraccordingtothedialogue.()3.WhatisBingDwenDwen’sbodymainlymadeof?A.Cotton.B.Plastic.C.Plushfabric.()4.WhatcolorisBingDwenDwenmostly?A.White.B.Yellow.C.Red.

C

ARole-playMakeadialoguebetweenAllenandGraceabouttheBingDwenDwen’smaterials,colors,andongoingpromotions.ReadingShoppingonlineiseasy.First,findtheitemsyoulikeandaddthemtoyourcart.Then,checkyourcartcarefullytomakesure1everythingiscorrect.Afterthat,chooseyourpaymentmethod.Youcanpaywithacreditcard,debitcard,orpopulare-walletapps.ReadingOnceyoupay,thesellerwillstartpreparingyourorder.Usually,theywillshipyouritemswithin1to3days.Ifit’saspecialproductoronsale2,itmighttakealittlelonger.Youcanchecktheorderstatusonthewebsitetoknowwhenyouritemswillarrive.Happyshopping!Reading1.Chinesee-commerceplatformshave___________increasingglobalpopularity.2.Ifindcross-borderonlineshoppingveryconvenientand___________areoftenavailable.3.Thecompanyplaceda(n)___________forover1millionsetsofNeZha2merchandisebecauseofthehugesuccessofthefilm.4.Mostoftheproductsare___________directlyfromfactoriesorwarehousesinChina.A.Fillintheblanksandchangetheformsifnecessary.ordershipdiscountgain

gained

discounts

order

shippedReading1.makesure确保练习：Westandreadytomakesureyourordersarrivesmoothly.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.

我们随时做好准备，确保您的订单顺利送达。Reading2.onsale折价销售练习：Heboughtasportsjacketonsaleonane-commerceplatform.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.他在一个电子商务平台上买了一件打折的运动夹克。TaskGroupdiscussion:talkaboutmeasuresforoptimizingthepre-salescustomerserviceprocess.FurtherStudyLearnaboutmeasuresforoptimizingthepre-salescustomerserviceprocess.Discusswithyourpartnerandunderstandthekeypoint.Toimprovethepre-salescustomerserviceprocessandenhancetheshoppingexperience,wecantakeseveralsteps.First,traincustomerservicestafftoanswerproductquestionsaccuratelyandquicklywherecustomersmayhavedoubtsaboutproductdetails.Second,createaFAQ(FrequentlyAskedQuestions)sectiononthee-commerceplatformforcommonqueries(询问).Third,makecustomerservicesmarterbyusinganAI-powerede-commercechatbot.Finally,regularlyanalyzecustomerfeedbacktoidentifyandfixproblemsintheprocess.Thesemeasureswillcontributetothelong-termandhigh-qualitydevelopmentofthee-commerceindustry.ThankYou电子商务英语E-commerceEnglishLesson1CustomerInquiryandCommunicationUnit1E-commerceCustomerServiceSpecialistLesson2OrderProcessingandFollow-up

Lesson3CustomerRelationshipMaintenanceLesson2OrderProcessingandFollow-upWarm-upDialogueRole-playTaskFurtherStudyReadingGoalLearntoprocessandfollowuponorders.Warm-upWritethecorrecttermbeloweachpicture.deliverytrackinginstantnotificationcustomersatisfaction1._______________________2._____________________3.__________________________instantnotificationdeliverytrackingcustomersatisfactionDialogue电子商务客服专员Allen（A）在为顾客Grace（G）修改订单。A:Goodafternoon,Grace.ThisisAllenfromthecustomerservicedepartment.I’mgladyoucalledback.HowcanIhelpyoutoday?G:Hi,Allen.I’veplacedanorderfortwoBingDwenDwenplushtoys,butIneedtomakesomechanges.A:Noproblem.Whatkindofchangesdoyouneed?Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）修改订单。G:First,I’dliketochangethesize.Iorderedthesmallsize,butnowIthinkthelargeonewouldbebetter.I’mafraidthesmallsizemightnotseembigenoughformygrandma.A:Thelargesizeisindeedmoreeye-catchingandsuitablefordisplay.I’llupdatethesizeinyourorderrightaway.Isthereanythingelseyou’dliketochange?Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）修改订单。G:Yes.Ialsoneedtochangetheshippingaddresstomymum’splaceinsteadofmyown.I’lltexttheaddresstoyoulater.A:Okay,I’llupdatetheaddressinoursystemassoonasIreceiveit.G:Wouldyoupleasehaveitdeliveredassoonaspossible?Iwanttosurprisemygrandmaonherbirthdaynextweek.Dialogue电子商务客服专员Allen（A）在为顾客Grace（G）修改订单。A:I’llprioritizeyourorderandmakesureit’sshippedoutpromptly.Youcantrackthedeliveryprogressonourwebsite.G:That’swonderful.Thankyousomuch,Allen.You’vebeenreallyhelpful.A:It’smypleasure,Grace.Ifyouneedfurtherassistance,don’thesitatetocontactme.Haveagreatday!DialogueA.DecidewhetherthestatementsareTrue(T)orFalse(F).()1.GracecalledAllenforthefirsttime.()2.Gracehasn’tplacedanorderforBingDwenDwenyet.()3.GracewilltellAllenthenewshippingaddressbytexting.()4.GracewantstheBingDwenDwentobedeliveredassoonaspossiblebecausehergrandma’sbirthdayisnextweek.

F

F

T

TDialogueB.Chooseaproperansweraccordingtothedialogue.()1.WhatsizeofBingDwenDwendidGraceorder?A.Thesmallsize.B.Thelargesize.C.Themediumsize.()2.WhydoesGracewanttochangethesizeoftheorder?A.Shethinksthelargesizeistoobig.B.Shewantsamoreeye-catchingonefordisplay.C.She’safraidthesmallsizeistoosmallforhergrandma.

A

CDialogueB.Chooseaproperansweraccordingtothedialogue.()3.WheredoesGracewanttochangetheshippingaddressto?A.Herownplace.B.Hermum’splace.C.Hergrandma’splace.()4.HowcanGracetrackthedeliveryprogress?A.BycallingAllen.B.BytextingAllen.C.Bycheckingthewebsite.

B

CRole-playMakeadialoguebetweenAllenandGraceaboutmodifyinganorder.ReadingReading1.Thee-commerceplatformis____________topromoteChineseintangibleculturalheritage.2.Thecompanyregularly__________itssoftwaretofixbugs.3.Inresponsetothecustomers’__________,thecompanyisactivelydevelopingnewproducts.4.Techniciansworktogetherto__________theirproductsmeetthedemandsofthemarket.A.Fillintheblanksandchangetheformsifnecessary.ensureupdateestablishrequest

established

updates

requests

ensureReading1.haveabigeffecton对……有很大影响练习：E-commercehasabigeffectonthetraditionaleconomy.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.电子商务对传统经济有很大的影响。Reading2.put...intopractice将……付诸实践练习：Weshouldputthepromiseof“QualityFirst”intopractice.中文：_______________________________________________________B.Learntheimportantphrasesinthetext.我们应该将“质量第一”的承诺付诸实践。TaskGroupdiscussion:talkaboutmeasuresforoptimizingordermodification.FurtherStudyLearnaboutlogisticsupdates.Discusswithyourpartnerandunderstandthekeypoint.Customerscanbasicallycheckthelogisticsinformationateverystageofthelogisticsprocess.Thisenablescustomerstokeeptrackoftheorderstatusatanytime.Takealookatthefollowingordertrackingsheet,whichclearlyshowstheentirejourneyofanorderfromplacementtodelivery.FurtherStudyFurtherStudyThankYou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-timetrackingofretu