首页
登录
职称英语
[originaltext]W: I know your company was one of the biggest American corporatio
[originaltext]W: I know your company was one of the biggest American corporatio
游客
2023-08-20
30
管理
问题
W: I know your company was one of the biggest American corporations to take the idea of customer services seriously...
M: Yes, urn, I think you can say we were among the pioneers.
W: So, with the experience of many years of trying to get it right, what would you define as the most important elements in providing successful customer services?
M: Mm... well, that’s quite a difficult question, because so many factors are absolutely vital if you want to succeed, and success with the customer services, I might add, means doing everything you possibly can to please and keep customers.
W: Does that include the old idea that, for a company, the customer is always right?
M: Not exactly. The slogan that the customer is always right is rather simple, and unrealistic. I would say that, instead, the most important aim of a customer services unit is to encourage communication with customers, to actively seek feedback, including complaints, and to acknowledge all comments, good and bad, from customers because people like to be treated with respect.
W: Then what do you think are the most important factors for a company’s success?
M: It seems to me that a company’s success, in terms of good reputation and high profits, depends
more on the relationship the company establishes with the customers. That relationship involves the company in consistently providing high-quality products and top quality services.
W: So what you’re saying is, in fact, very simply basically, keeping customers happy depends on
providing quality and encouraging communication.
M: Yes, but the essential factor is communication. A successful customer services unit is one that acts as a link between the company and the customer to ensure that the company can respond to the needs of the customer. After all, a company’s success can only come from a satisfied customer.
Questions 9 to 11 are based on the conversation you have just heard.
9. According to the conversation, what does success with the customer services mean?
10. What do a company’s good reputation and high profits depend on according to the conversation?
11. What can be said to be the function of the customer services unit?
选项
A、The relationship the company establishes with its customers.
B、Legal responsibilities shared by the company and its customers.
C、Responding to the customers’ complaints.
D、Seeking the customers’ feedback actively.
答案
A
解析
转载请注明原文地址:https://tihaiku.com/zcyy/2941573.html
相关试题推荐
In1963anAmericanphysiotherapist(物理治疗师)GlennDomanwroteabestsellingb
In1963anAmericanphysiotherapist(物理治疗师)GlennDomanwroteabestsellingb
In1963anAmericanphysiotherapist(物理治疗师)GlennDomanwroteabestsellingb
In1963anAmericanphysiotherapist(物理治疗师)GlennDomanwroteabestsellingb
WaltDisneycouldhavebuilthisbiggestthemeparkanywhere.HechoseFlori
WaltDisneycouldhavebuilthisbiggestthemeparkanywhere.HechoseFlori
WaltDisneycouldhavebuilthisbiggestthemeparkanywhere.HechoseFlori
AlmostathirdofallAmericansaretossingandturning,unabletogetagoo
AlmostathirdofallAmericansaretossingandturning,unabletogetagoo
AlmostathirdofallAmericansaretossingandturning,unabletogetagoo
随机试题
Childrenmodelthemselveslargelyontheirparents.Theydosomainlythroug
脚手架作业层上的栏杆及挡脚板的设置要求为()。A.栏杆和挡脚板均应搭设在外立杆
A
根据《资产评估法》规定,资产评估机构、评估专业人员在一年内累计三次因违反本法规定
在制订营养改善项目计划时,总体计划的主要内容包括( )。A.项目背景描述
下列各项中,属于病理性汗出的是A.因衣被过厚汗出 B.因剧烈活动汗出 C.因
十九大报告指出,必须树立和践行()的理念,坚持节约资源和保护环境的基本国策
J43、当变压器电源电压高于额定值时,铁芯中的损耗会()。(A)减少(B
某非抗震设计的工业操作平台承受静力荷载,其主体结构体系的计算简图如题25~31图
弗洛伊德将焦虑分为()。多选A.主体性焦虑 B.客体性焦虑 C.神经
最新回复
(
0
)