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
2023-08-25
44
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、Providing high-quality products for customers.
B、Providing good services for customers.
C、Doing everything you can to please and keep customers.
D、Establishing dialogues with the customers.
答案
C
解析
转载请注明原文地址:https://tihaiku.com/zcyy/2956076.html
相关试题推荐
[originaltext]Self-esteemistherespectapersonhasforhimself,hisbeli
[originaltext]Todaywhenamanstepsontothemoon,orsomethingnewandim
[originaltext]Todaywhenamanstepsontothemoon,orsomethingnewandim
[originaltext]Makingfruitlookgoodholdsthekeytogettingchildrentoe
[originaltext]Makingfruitlookgoodholdsthekeytogettingchildrentoe
[originaltext]W:Pleasesitdown,sir.WhatcanIdoforyou?M:I’dliketodi
[originaltext]W:Pleasesitdown,sir.WhatcanIdoforyou?M:I’dliketodi
[originaltext]W:Pleasesitdown,sir.WhatcanIdoforyou?M:I’dliketodi
[originaltext]M:Ellen,I’dlikeyouropinion.W:Aboutwhat?M:Well,Maryand
[originaltext]M:Thesesilverearringsareonly16dollarsthisweek.Thegold
随机试题
[originaltext]W:Hi,I’mnewhere,andIwaswonderinghowIcouldgetalibrar
Thelinkbetweenhealthandincomeseemsprettyuncontroversial.【C1】______al
[audioFiles]audio_eufm_j42_001(20082)[/audioFiles]A、Theyalwaysdothesamejob
当衰退时期出现时,一些本来可以寻找工作的劳动者由于对在某一可行的工资率水平下找到
关于硝苯地平的作用,下述哪项是错误的A.降低血液粘滞度 B.几乎无频率依赖性
关于水提醇沉法的操作,下列说法正确的是A.药液趁热加入乙醇 B.不可用乙醇洗涤
Thechangeinthatvillagewasmiraculou
微动开关在机构中的安装宜设置固定的安装位置,保证后期传感器进行更换或检修时传感器
(2017年真题)某女,40岁。感冒2日,症见发热,微恶风,头痛,咳嗽,口干,咽
非居民个人约翰,2021年9月在我国某出版社出版一部长篇小说,取得稿酬收入100
最新回复
(
0
)