《跨境沟通与客服》 课件——Chapter6 Disputes and Settlements.pdf

Cross-bordere-

commerce

customer

serviceand

communication

Leo

Chapter6Cross-bordere-commerceDisputes

andHandling

6.1Classificationofcommon

disputes

6.2Disputeresolution

strategy

6.3Cross-bordere-

commercedisputehandling

cases

Learningobjectives

•1.Understandthecommontypesofcross-bordere-

commercedisputes

•2.Masterthedisputeresolutionstrategy

•3.Abletoresolvedisputesappropriately

Keypointsanddifficulties

•Classificationofcommondisputesin

cross-bordere-commerce

•Cross-bordere-commercedispute

resolutionstrategy

MindMapping

Citation

Customer:

ThechargerIboughtfromyoudoesn’twork.I’d

liketoreturnit.

CustomerService:

Asyousaythechargerisbroken,couldyougive

meapictureoravideotoshowmetheissue?

Thanks.

Citation

Customer:

Ipostedthevideoofthebrokencharger.Howto

dowithit?

CustomerService:

Wearereallysorryforit.Wewillrefundthetotal

moneyorsendyouanewonewitha10%

discount.Whichsolutionwouldyoulike?

Citation

Customer:

Okay,sendmeanewone,please.

CustomerService:

Okay,youwillgetitsoon.Thankyou.

Dialecticsandthinking

•Disputesoftenoccurintheprocessofcross-bordere-

commercetransactions.Improperhandlingofdisputes

willaffectproductsales,storeimageandcustomers

trustintheplatform.So,whatarethecommon

disputesincross-bordere-commerce?Howshould

theybehandled?

6.1CLASSIFICATIONOFCOMMONDISPUTES

Disputes

overLostor

LateOutof