Cross-border E-commerce Customer Service Manual (English-Chinese Bilingual)

This book systematically introduces the cross-border e-commerce customer service which is still blank. There is even rare introduction about the operation process of offline customer service in major western countries. On this basis, the author starts from the basic process of customer service and covers online and offline customer services. The former is about customer service on social media; and the latter is about special cases that may be encountered in real scenes. Based on the actual situations encountered in the cross-border e-commerce customer service work, the book classifies the work content into several specific work situations, provides clear treatment schemes from the perspective of cross-cultural communication and in combination with the basic requirements of customer service, and expresses them in a Chinese-English bilingual way, so that relevant workers can learn and use it immediately. This book describes the basic essence of customer service, tools and skills of customer service, customer service based on social media interaction, how to deal with extreme behaviors of customer, and so on.