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
29
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:https://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
[originaltext]TodayIfoundoutthatSeattledoesn’treallygetthatmuchra
ItwasabrightspringafternoonwhenFredatoldmeshewouldn’tneedmeany
【B1】[br]【B4】[audioFiles]audio_eusm_j01_343(20099)[/audioFiles]reasons此处应该填一个名
设A是一个n阶方阵,已知|A|=2,则|-2A|等于().A. B. C
施工计划调度包括:项目部成立施工调度组织、监督检查计划执行情况;定期召开施工现场
A.鲜生地B.鲜沙参C.鲜石斛D.鲜佩兰E.鲜荷叶分单独保养、泥沙掩盖保养和种植
血型物质不存在于下列哪种体液中A.唾液B.血清C.脑脊液D.胆汁E.羊水
反向间接凝集试验检测的是A、抗体B、补体C、可溶性抗原D、颗粒性抗原E、
变电设备整治型大修技改储备项目应与PMS中的问题相对应,项目执行完毕后应在PMS
下列进度计划中,属于建设单位计划系统的是()。A.设计准备工作进度计划
最新回复
(
0
)