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  3. High-quality customer service is preached(宣扬)by many, but actually keeping c

High-quality customer service is preached(宣扬)by many, but actually keeping c

游客2024-08-16  68
问题     High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier【C1】______than done.
    Shoppers seldom complain【C2】______the manager or owner of a retail store, but instead will alert their friends,【C3】rel______, co-workers, strangers—and anyone who will listen.
    Store managers are often the last to hear【C4】______(complain), and often find out only when their【C5】______ customers decide to frequent their competitors, according to a study jointly【C6】______(conduct)by Verde Group and Wharton School.
    On【C7】av______, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every【C8】______(dissatisfy)customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect" can be【C9】______(disaster)to retailers.
    According to the research, shoppers who【C10】______(purchase)clothing encountered the most problem. Ranked second and third【C11】______grocery and electronics customers.
    The most【C12】co______complaints include filled parking lots, cluttered(塞满了的) shelves, over-located racks, out-of-stock items, long check-out【C13】______, and rude salespeople.
    Retailers can relieve the headaches by redesigning store layouts, prestocking sales items, hiring【C14】______(speed)and experienced cashiers, and having sales representatives on hand to answer questions.
    Most importantly, salespeople should be diplomatic and polite【C15】______angry customers. [br] 【C11】
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