⑤BCBBC2.Listenandcompletethefollowingsentences.Eachsentencewillbereadtwice.①digitalservices②ticketmanagement?③timelyresponses④overseascustomers⑤solutionsareprovided⑥avoidmisunderstandingsPart1Exercises1.TranslatethefollowingphrasesintoChinese.①決策向?qū)Б陟`活框架③優(yōu)質(zhì)客戶體驗④標準化流程⑤可操作步驟⑥設(shè)定明確的期望⑦增強忠誠度⑧跨部門合作2.Usethewordsintheboxtocompletethesentencesbelow.Changetheformwhenit’snecessary.①.standardize②.hinder?③.robust④.utilize⑤.escalation?⑥.simplify⑦.evolve⑧.rigid3.Fillintheblankstocompletethefollowingsentences.①valuablecustomerinsights②asareliabledecision-makingguide③flexibleframeworks?④simplifycomplexcustomerserviceprocesses⑤reducerepetitivetasksandhumanerror⑥improvetheircustomerserviceprocedures4.Answerthefollowingquestionsaccordingtothetext.①FlowchartsandStandardOperatingProcedures(SOPs)arepopularways.FlowchartssimplifycomplexprocessesintoactionablestepsandserveasvisualsummariesofthemorerobustanddetailedSOPs.?②Thefivestepsare:First,definecustomerserviceobjectivesbyfocusingoncustomer-centricity,analyzingcurrentprocesses,andgatheringfeedback.Second,establishrolesandresponsibilities.Third,mapoutthecustomerjourney.Fourth,selectappropriatetoolslikeself-serviceoptionsandomnichannelticketingsoftware.Fifth,implementfeedbackloopstocontinuouslyadaptandimproveprocesses.?③Theyincludeemployeetrainingtoensureeveryonefollowsprocesses;implementingautomationtoolstoreducerepetitivetasksandhumanerror;centralizingcustomerdatatopreventinformationsilos;continuousfeedbackcollection;andcross-departmentcollaborationtosharecustomerinsights.?④Commonchallengesareinconsistencyinfollowingprocesses,ignoringfeedbackleadingtoissueslikerepeatedcustomertransfers,notutilizingtechnologywhichwastesresources,slowresponsetimesindicatingunnecessaryormissingsteps,andfailingtoclosetheloopbynotrevisingprocessescontinuously.Part2Exercises1.Decidewhetherthefollowingstatementsaretrue(T)orfalse(F),basedonthearticle.①F②T③F?④T⑤F?⑥F⑦F⑧T⑨F?⑩F??2.Completethefollowingsentenceswiththekeyinformationfromthetext.①immense,haveemerged②hinder;reputation?③longdistance;damaged?④quality;functionality?⑤misunderstandings;response?⑥r(nóng)eturn;customer?⑦carriers;packaging?⑧multilingual;post-purchase3.TranslatethefollowingsentencesintoEnglish,usingthewordsandphrasesinbrackets.①Internationalshippingnetworkcomplexitiesexacerbatelogistics-relatedcomplaints,causingcustomerfrustration.?②Mismatchesbetweenproductdescriptionsandactualitemsaccountforoneofthecommonreasonsforcomplaintsincross-bordere-commerce.?③Languagebarriersandtimezonedisparitiesoftenleadtodelaysinhandlingcustomerinquiriesandcomplaints.?④Differencesinimportregulationsandreturnpoliciesacrosscountriesconfusecross-bordere-commercecustomers.⑤Cross-bordere-commerceenterprisesshouldtakeproactivemeasurestotacklecomplaintissuestobuildcustomertrust.Part3Exercises1.Readthetextandchoosethebestanswer.①-⑤:BCBCBSupplementaryReadingQuestions:1.ThesolutioniscenteredontheZohoDeskcustomerservicesystem.Itcoversintegratedcustomerservicemanagementneedssuchasticketmanagement,onlinecustomerservice,userresearch,socialmedia,outboundcalls,websitebuilding,anddataanalysis.?2.Theyincludeautomaticticketassignment(assigningticketstoappropriatecustomerservicepersonnelaccordingtopresetrules),ServiceLevelAgreement(SLA)management(settingdifferentSLAsandmonitoringticketprocessingtimetoavoidviolations),andworkflowautomation(automaticallysendingnotifications,updatingticketstatus,etc.).?3.Zohoprovidesvariouscompanionservicessuchasguidingenterprisestobuildafull-linkafter-salesprocessandputtingforward0-1solutionsuggestions;conductingpre-launchtrainingtohelpemplo