首页
登录
职称英语
[originaltext] Hello, everyone. Here is a question for you. The customer is
[originaltext] Hello, everyone. Here is a question for you. The customer is
游客
2023-08-17
58
管理
问题
Hello, everyone. Here is a question for you. The customer is always right. Right?
Well, there was a time not so long ago when many businesses believed it, or at least claimed to believe it. The slogan is associated with the defunct Chicago-based department store Marshall Field’s, but many mid-20th century corporations embraced it, on the surface.
It’s also been used—and abused—by customers and businesses the world over.(20)Businesses invoke it to demonstrate their commitment to customer service, even when they don’t mean it: customers leverage it to get their way, even when they don’t deserve it.
Is the customer always right? Here are some situations when they answer "yes":
First, when it costs nothing to let you have your way. Often, good service costs a company absolutely nothing. It’s a smile, a "thank you"—and when something goes wrong, an "I’m sorry. " A genuine apology is totally free and can go a long way towards making up for a bad customer experience. When an argument is easily resolved with an apology(even when the customer is wrong)then why can’t the customer be right?
Second, when the law is on your side. Companies often confuse their own policy for the law, and vice versa. For example: The law says that if a company doesn’t provide the service you paid for, it’s in breach of contract. That supersedes any company policy regarding refunds or replacements.(21)You don’t have to be a lawyer to know that if you didn’t get what you paid for, you deserve a full refund.
Third, when a company is obviously negligent. If the widget you bought breaks down or a company’s product falls woefully short of its promises, there’s no argument. You’re right, and you’re owed a refund or replacement. Again, companies hide behind contractual fine print, saying it’s not their "policy" to let you return the product, or they charge you a confiscatory "restocking" fee. But that assumes their product was what it was supposed to be.
Fourth, when a company can’t afford to lose your business. Right or wrong, if you’re the customer and you threaten to take your business elsewhere, it doesn’t matter—you are right. But only if the company has determined that you’re not worth losing.(22)Unfortunately, many companies fail to make that determination and let you take your business to a competitor, which may be just as well.
That’s the end of the lecture. Thank you.
20. Why do businesses invoke the slogan "the customer is always right"?
21. What can we do if we don’t get what we paid for?
22. What would most companies do if you threaten to take your business elsewhere?
选项
A、They want to demonstrate their commitment.
B、They think all the customers love this idea.
C、They want to follow the other stores.
D、They pretend to be considerate.
答案
A
解析
讲座中提到,商业领域用这条标语是为了体现对客户服务的忠实,即使他们言不由衷。
转载请注明原文地址:http://tihaiku.com/zcyy/2933302.html
相关试题推荐
[originaltext]Intheearlydaysofrailroadshorsespulledthetrains.The
[originaltext]Intheearlydaysofrailroadshorsespulledthetrains.The
[originaltext]W:Thankyou,thankyouandwelcometoeveryone’sfavoritegames
[originaltext]W:Hmm,hi.M:Hi,Iamgoingdoortodoortonighttotellpeople
[originaltext]W:Hmm,hi.M:Hi,Iamgoingdoortodoortonighttotellpeople
[originaltext]M:IfIeverseethatguyagain,I’mdefinitelygoingtotellhim
[originaltext]M:IfIeverseethatguyagain,I’mdefinitelygoingtotellhim
[originaltext]M:IfIeverseethatguyagain,I’mdefinitelygoingtotellhim
[originaltext]WhenMidoriwastwoyearsold,sheoftenclimbedontothepia
[originaltext]WhenMidoriwastwoyearsold,sheoftenclimbedontothepia
随机试题
ForgetexpensiveeducationalDVDsandprivatetutors,thesecrettosmartch
______isnotaseriousdisadvantageinlife.[2001]A、TobenottallB、Nottobe
OnehundredandthirteenmillionAmericanshaveatleastonebank-issuedcre
Therearetwotypesofpeopleintheworld.Althoughtheyhaveequaldegrees
A.10V B.7V C.4V D.2V
下列关于风险认知度的描述.说法正确的是() Ⅰ.反映的是客户对风险的主观
A国有40%的家庭的男主人认为,只要家里有学龄前儿童,妻子就不应该出外工作,而应
中国证券监督管理委员会负责保障基金业务监管,对保障基金的筹集、管理和使用等情况进
某求助者的MMPI测试结果如下: 不能用来评估求助者情绪状况的是( )。
男性,70岁,上唇一个毛囊尖处出现红肿、疼痛的结节,中央部有灰黄色小脓栓形成。错
最新回复
(
0
)