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
20
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
下列哪几项是排水通气管的主要作用?()A.保护卫生器具水封 B.增加立管内
某设备进行了做功30kJ热力循环,其中600K的热源放热60kJ,300K的环境
王先生投资某项目初始投入10000元,年利率10%,期限为1年,每季度付息一次,
青年拳动作简单、方法明确、节奏流畅,并具有鲜明的攻防意识,既可以单练也可以对练,
下列各项,不属四逆汤主治临床表现的是( )。A.四肢厥逆 B.神疲欲寐 C
原材料账面价12万元/套,市价为10万元/套。每套原材料加工成产品要花15万元,
应急预案的编制原则
各种运输方式内外部的各个方面的构成和联系,就是( )。 A.运输系统
某宗房地产的收益期限为35年,判定其未来每年的净收益基本上固定不变,通过预测得知
某施工企业为施工生产提供预付款担保、履约担保发生的各种费用属于( )。A.办公
最新回复
(
0
)