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
2024-04-16
45
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/3557837.html
相关试题推荐
Americanpresidentsseemtoagebeforeoureyes.Butthecommonbeliefthat
[originaltext]MySpace,thesocialnetworkingwebsite,isdifferentfromoth
[originaltext]MySpace,thesocialnetworkingwebsite,isdifferentfromoth
[originaltext]I’dliketosharewithyoutodaymyexperiencewithanewapp
[originaltext]I’dliketosharewithyoutodaymyexperiencewithanewapp
[originaltext]I’dliketosharewithyoutodaymyexperiencewithanewapp
[originaltext]Theflag,themostcommonsymbolofanationinthemodernwo
[originaltext]Theflag,themostcommonsymbolofanationinthemodernwo
[originaltext]Theflag,themostcommonsymbolofanationinthemodernwo
[originaltext]W:DepartmentofArt,DesignandMedia.CanIhelpyou?M:Yes.I
随机试题
Withallthewars,fightingandsadnessintheworldtoday,it’snotonlyne
_________isannouncedintilepapers,ourcountryhaslaunchedalarge-scalemo
Afterponderingoverthisproblemforquitealongtime,hefinally______apla
Awarmerworldisgoingtobeasickerworldforeverythingfromtreestoma
Byalmostanymeasure,thereisaboominInternet-basedinstruction.Injus
患者女性,30岁。平时月经规则,现停经70天,阴道流血10天。妇科检查子宫如妊娠
根据体育教学的特点,体育课中教师在运用讲解法时应注意()。A.精讲多练 B
下列建筑安装检验批项目,属于主控项目的检验内容有()。A、管道焊口外露油麻 B
以下分类定级综合指标模式正确的是()。A.参照当地职工收入水平确定基薪 B.参
通便宜用开水泡服的药物是A.火麻仁 B.柏子仁 C.番泻叶 D.款冬花
最新回复
(
0
)