首页
登录
职称英语
[originaltext] Here is a question for you. The customer is always right. Righ
[originaltext] Here is a question for you. The customer is always right. Righ
游客
2023-08-12
52
管理
问题
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.
Questions 20 to 22 are based on the recording you have just heard.
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 other stores.
D、They pretend to be considerate.
答案
A
解析
转载请注明原文地址:https://tihaiku.com/zcyy/2918611.html
相关试题推荐
[originaltext]LadiesandGentlemen,Neverbeforehavewehadsomanydiffer
[originaltext]LadiesandGentlemen,Neverbeforehavewehadsomanydiffer
[originaltext]Whatkeepsushealthyandhappyaswegothroughlife?Ifyou
[originaltext]Moderator:Hello,ladiesandgentleman.Itgivesmegreatple
[originaltext]Moderator:Hello,ladiesandgentleman.Itgivesmegreatple
[originaltext]Moderator:Hello,ladiesandgentleman.Itgivesmegreatple
[originaltext]Today,ChineseAmericansmakeuplessthan1%oftheU.S.po
[originaltext]Today,ChineseAmericansmakeuplessthan1%oftheU.S.po
[originaltext]Today,ChineseAmericansmakeuplessthan1%oftheU.S.po
[originaltext]IfyouareinanymajorcityinAmerica,thechancesarehigh
随机试题
Shoesofthiskindare______tosliponwetground.A、feasibleB、appropriateC、apt
例行性保护条款是对企业资产的流动性及偿债能力等方面的要求条款,应用于大多数借款合
两种元素电负性差值决定了混合键合中离子键的比例。()
判定甲状腺功能最基本的筛选试验A.TT B.TT C.FT D.FT E
TheIoTarchitecturecanbedividedinto
某工业企业有关资料如下:报告期生产成品价值1000万元,在报告期全部销售,并销售
人类最初的造血中心是A.血岛B.骨髓C.胸腺D.淋巴结E.肝脏
A.宫颈刮片细胞学检查 B.分段诊断性刮宫 C.接触性出血 D.月经量增多
代理业务是指商业银行将原来由自身负责处理的某些业务活动委托给服务提供商进行持续处
施工单位的()应当经建设行政主管部门或者其他有关部门考核合格后方可任职。A
最新回复
(
0
)