跨境电子商务双语教程案例库第8章跨境电商客户服务

《跨境电子商务双语教程》案例库Case Bankfor《Bilingual Courseof Cross-BorderE-Commerce》2023年1月In January,20231公司运营管理混乱，商品进货渠道管理不严，销售前也不能把好质量关，客户投诉后也不能马上妥善处理2首先向客户道歉并取得谅解；其次商品退回，承担客户商品运费和损失，发给客户正品；第三在公司内部处理，严厉惩罚相关工作人员并杜绝类似事件的发生3客服人员要经常学习真假产品鉴定知识，也可以请知名品牌公司来开讲座，与客户保持经常性的沟通来满足客户需求，提高客户消费体验Chapter8Cross-Border E-Commerce CustomerService第8章跨境电商客户服务Case1:User complainsthat A*****China sellscosmetics withonly51days toexpire andrefuse to handle refundsOnOctober19,2022,Ms.Qian ofZhejiang Provincecomplained toDian SuBao〃that shebought Clinique72-hour self-repair moisturecream throughA*****APP onAugust21,

2022.After receivingit on September9,she foundthat the productiondate wasNovember2019,and therewere only51days leftbefore theexpiration date.A*****replied thatbecause it was anoverseas product,it couldnot bereturnedand replaced.Ms.Qian nowrequests arefund.Ms.Qian hasfiled acomplaint to12315onSeptember17,which ishandled byBeijingChaoyang DistrictMarket Supervisionand AdministrationBureau.OnSeptember19,after examination,it metthe acceptanceconditions specifiedin theInterimMeasures forHandling Complaintsand Reportsof MarketSupervision andAdministration,and decidedto acceptit,but onOctober11,itwasreported thatthemerchant refusedtohandleit.Ms.Qian nowrequests theplatform toperformits dutiesand urgebusinesses torefund losses.Source:.baidu.com/sid=l754429724046153397wfr=spiderfor=p cQuestion:1What adverseeffects do you thinkthis willhave on the onlinestores of theplatform2What shouldyou doif youare acustomer service personnel3This eventmay bedue to the lowprice ofgoods nearthe shelflife.How topricethe products just produced案例L用户投诉“亚**中国”出售只剩51天过期化妆品申请退款拒不处理2022年10月19日，浙江省钱女士向“电诉宝”投诉称自己于2022年8月21日通过亚**APP购买倩碧72小时自我修护水嫩保湿霜，9月9日收到后发现生产日期是2019年11月，离过期只剩51天，亚**回复因是海外购产品，不能退换，钱女土现要求退款钱女士已于9月17日投诉至12315,处理单位北京市市辖区北京市朝阳区市场监督管理局9月19日经审查，符合《市场监督管理投诉举报处理暂行办法》规定的受理条件，决定受理，但是10月11日反馈商家拒绝处理钱女士现请求平台履行职责，督促商家退赔损失资料来源https:〃baijiahao.baidu.com/sid153397wfr=spiderfor=pc问题1您认为这件事对该平台的线上店铺会有什么不良影响？2如果您是客服人员该如何处理？3可能是临近保质期的商品价格较低，如果是刚生产的产品如何定价？Answer4The customercomments onthe businesstrip anddamages the companys imageandcustomer repurchaserate.5First,apologize to the customer,explain thereason andobtain understanding;Second,return thepayment forgoods orsend the productsjustproduced to thecustomer;Third,report tothe companyto reducethe occurrence of similarevents.6Pricing ofnormal products:Product cost:In additionto findingthe wholesaleprice of1688,Pinduoduoduoand otherplatforms,you canalso gotothefactory onthe spotor contactthemerchants bytelephone.Platform servicerate:slightly differentfrom eachplatform,generally around15%commission fee.Consult youraccount managerfor details.Domestic freight:it isrelated tothe size,weight,quantity andfrequency ofbulkpurchase,distance andchannel ofgoods.International freight:the logisticschannel andmain destinationcountry oftheproduct,the netweight of theproductplus theweight of the internationalpackage,Exchange rate:All foreignexchange paymentsand incomeshould takeaccount ofexchangerate changes.Profit margin:the cross-border e-commerce industryis about20-30%,and factorssuchas differentproduct categories,product sources,marketing costs,platformcosts,logistics,etc.fluctuate.参考答案1客户差评，影响公司形象和客户复购率2首先向客户道歉，说明原因并取得谅解；其次退回货款或者寄给客户刚生产的产品；第三上报公司减少类似事件的发生3正常产品的定价＞产品成本除了查找

1688、拼多多等平台批发价格，也可以实地去工厂或跟商家电话联系＞平台费率各平台略有不同，普遍为15%左右的佣金费具体不懂的可以咨询你的客户经理＞国内运费跟货品大小、重量、大批采购量和频率、路途远近、渠道等相关＞国际运费产品的物流渠道和主要的目的国家，产品净重加上国际包裹包装重量，＞汇率所有的外汇支付和收入要考虑汇率变动＞利润率跨境电商行业大约20-30%,不同产品类目、产品来源、营销费用、平台费用、物流等因素浮动Case2:Refuse tochange dueto customs declaration error*****PostOverseas Purchase“refers todeliberately highcustoms declarationtaxand notproviding customsinvoiceOn November16,2022,Mr.Wang ofHebei Provincecomplained tothe“TelegramTreasure77that hispackage wasautumn pants,and that the customs declaration of*****Post OverseasPurchase wasfilled inincorrectly andwas writtenas outerpants.According tothe complaintmade byGuangzhou Customs,because theyfilledin the customs declarationform incorrectly,they shouldfill in the customsdeclarationaccording tothe value ofthe trousers of600yuan,but theactual valueofthetrousersof300yuan shouldbe filledin accordingtothe customer.The customsofficertold thetelephone replythat thecustoms shouldbe declaredagain,butthe expresscompany refusedto declare again.Their mistakesand refusalto changemadecustomers pay120yuan morecustoms duties.Mr.Wang saidthat hewas waitingfor themto declareagain.Such caseshaveoccurred manytimes in the past,and theyall thinkthattheamount isnot serious,and theydo notprovide tariffinvoices,so they are highlysuspected ofembezzlingtariffs.After thiscomparison,they deliberatelyoverstated thetariff andchargedstorage chargesduring thenegotiation.At present,theyarestill waitingfor theirreplytothecustoms declarationagain.They havealready chargedstorage charges.Source:.baidu.com/sid=l754429724046153397wfr=spiderfor=p cQuestion1What problemsdo youthink existin thecompany，s operation2If youarea customer servicepersonnel,what shouldyou do案例23How docustomer servicepersonnel learncustoms businessknowledge报关错误拒绝更改？，邮海外购”被指故意高报关税且不提供关税发票2022年n月16日，河北省王先生向“电诉宝”投诉称自己的包裹是秋裤,*邮海外购报关填写错误，写成了外裤经投诉广州海关了解，因为他们填写报关单错误,按照外裤价值600元填写,实际应该按顾客填写秋裤价值300元报关海关人员告知电话回复应该重新报关，但该快递公司拒不重新申报，他们的错误和拒绝更改使顾客需多付120元关税王先生表示，目前等待他们重新报关以前多次出现此类情况，均认为数额不大未认真，并且他们都不提供关税发票,高度怀疑他们私吞关税这次较真后，他们故意高报关税，并在协商期间收取仓储费用，目前还在等待他们重新报关的回复，他们已经收取产生了仓储费用资料来源https://baijiahao.baidu.com/sid=l754429724046153397wfr=spiderfor=pc问题1您认为公司运营存在什么问题？2如果您是客服人员，该如何处理？3客服人员如何学习海关业务知识？Answer1The companys operation and management arechaotic,financial systemmanagementis notrigorous,invoices are not providedto customers,and customerexperienceis notvalued.The staffarenotfamiliar withthecustomsdeclaration business.2First,apologize tothe customerand getunderstanding;Second,correct thewrongcustomsdeclarationcategory andreturn theprice difference,or return thegoods,and bear the freight and loss ofthe customers goods;The thirdis tonotifythe companyto improvethe managementsystem andeliminate the occurrenceof similarevents.3Customer servicepersonnel shouldoften studythe relevantdocuments ofimportcustoms declaration,or invitecustomsdeclarationexperts togive lectures,andstrengthen exchangeswith industrypersonnel.参考答案1公司运营管理混乱，财务制度管理不严谨，不向客户提供发票，不重视客户体验，报关业务不熟悉2首先向客户道歉并取得谅解；其次更正错误报关类目并退回差价，或者商品退回，承担客户商品运费和损失；第三在公司内部通报，改进管理系统并杜绝类似事件的发生3客服人员要经常学习进口报关相关文件，也可以请报关专家来讲座，加强同行交流Case3:S*****“APP isaccused offalse propagandaand sellingsecond-hand defectiveproductsOn November5,2022,Ms.Li ofHunan Provincecomplained to〃Dian SuoBao〃that onOctober27,2022,Ms.Li boughta GUCCIhorsebit1955series minihandbagon theS*****APP,with avalue of5867yuan.In theprocess ofquality inspection,theproductwas pointedout tohave obviousartificial defects,and Jijiproposedcompensation of1000yuan asa subsidy,but Ms.Li didnot agree.The customer servicesaid thatit couldre-order andpromised thatthere wouldbe nomore defects,andpromised thatthe brandnew genuineproduct couldbe purchasedwith confidence.So onNovember1,2022,Ms.Li boughtthe sameproduct againontheS*****APP,with avalueof5978yuan,and receivedthe artificialdefects foundinthe qualityinspection onthe afternoonof November4,

2022.Its hardnot todoubt thattheS*****APP isnot sellingnew genuineproducts,but second-hand defectiveproducts.This shoppingAPP mainlyfocuses onthe brandnew andgenuine overseasdirect mailproducts.However,APP usessecond-hand goodsto substitutegenuine first-handgoods,over-hypes anddeceives consumers,making Ms.Li extremelysuspicious oftheirgoods source,and Ms.Li ignoredand delayedthe timewhen shetried tocoordinatewith themto solvethe problem.The customerservice wasperfunctoryand extremelyindifferent,which failedMs.Li strust inthem anddelayed Ms.Lis valuabletime.1hope therelevant governmentdepartments cansolve it.Source:https://baijiahao.baidu.com/sid==spiderfor=pcQuestion1What problemsdoyouthink existinthecompany，soperation2If youareacustomerservicepersonnel,what shouldyou do3How docustomerservicepersonnel learnthe businessknowledge ofgenuine andfakeproducts案例3“识*”APP被指虚假宣传以次充好售卖二手瑕疵品2022年11月5日，湖南省的李女士向“电诉宝”投诉称，2022年10月27日李女士在识*APP上购买了一款GUCCI马衔扣1955系列迷你手袋，价值5867元商品在质检过程中指出有明显的人为瑕疵问题，识*提出赔偿1000元作为补贴，李女士未同意，客服表示可以重新下单并承诺不会再出现瑕疵情况，并承诺全新正品可放心购买于是2022年11月1日李女士重新在识*APP上再次购买同款类产品，价值5978元，并于2022年11月4日下午又收到了质检查出来的人为瑕疵这很难不让人怀疑识*APP根本售卖的不是全新正品，而是二手瑕疵品该款购物软件主打的是海外直邮全新正品这几个字眼，现在却拿二手货品以次充好，过度虚假宣传，欺骗广大消费者，让李女士对他们的货品来源极其怀疑，并且李女士在与之尝试协调沟通解决问题下，不予理睬，拖延时间客服搪塞敷衍，态度极其冷漠，辜负了李女士对他们的信任，而且耽误了李女士宝贵的时间，望相关部门解决处理资料来源https:=spiderfor=pc问题1您认为公司运营存在什么问题？2如果您是客服人员，该如何处理？3客服人员如何学习真假产品业务知识？Answer1The operationandmanagementofthecompany ischaotic,the managementofcommodity purchasechannels isnot strict,thequalitycannot becontrolled wellbeforesales,and the customer complaintscannot beproperly handledimmediately.2First,apologize tothecustomerand getunderstanding;Second,returnthegoods,bearthefreightandlossofthecustomer5s goods,and sendthecustomertheauthentic products;Third,deal withit withinthecompany,severely punishrelevantstaff andput anend totheoccurrenceofsimilarevents.3Customer servicepersonnel shouldoften learnabout theidentification ofgenuineand fakeproducts,or invitewell-known brandcompanies togive lectures.The companymaintains regularcommunication withcustomers tomeet customerneedsand improvecustomer consumptionexperience.参考答案:。