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
17
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、A bridge between the company and its customers.
B、A way of supervising the company’s business.
C、A way to deal with customers’ after-sales services.
D、A way to deal with customers’ complaints and refunds.
答案
A
解析
转载请注明原文地址:https://tihaiku.com/zcyy/3557838.html
相关试题推荐
[originaltext]Choosingwhattoeatisnolongeraseasyasitoncewas.Sto
[originaltext]Choosingwhattoeatisnolongeraseasyasitoncewas.Sto
[originaltext]Choosingwhattoeatisnolongeraseasyasitoncewas.Sto
[originaltext]NewYorkers,wholiveinthecitythatfamouslyneversleeps,
[originaltext]Recently,aprofessorofphilosophyintheUnitedStateshas
[originaltext]Recently,aprofessorofphilosophyintheUnitedStateshas
[originaltext]W:Hi,I’mRebeccaHall.I’mcallingfromBaumatic.M:Oh.Hi,Re
[originaltext]W:Hi,I’mRebeccaHall.I’mcallingfromBaumatic.M:Oh.Hi,Re
[originaltext]W:Areyougoingtothedinnerforyoungteacherstomorrownight?
[originaltext]W:Areyougoingtothedinnerforyoungteacherstomorrownight?
随机试题
MeasurestocombatinfectiousdiseaseintsaristRussiaAInthe
[originaltext]AsophomoreatColoradoStateUniversityfirsthadaproblem
[originaltext][18]Weuseallsortsofserviceswithoutthinkingabouthowweg
某公司于2019年9月8日就某观赏树木新品种提出品种权申请并被受理,我国审批机关
低钾血症对神经肌肉的影响A.神经肌肉兴奋性增高 B.对骨骼肌的影响小 C.表
Thechangeinthatvillagewasmiraculou
初孕妇,32岁,妊娠28周。休息时心率超过120次/分,呼吸22次/分,夜间常因
李克强总理指出,要继续促进教育公平,使全国财政性教育经费支出占国内生产总值比例超
出现期限错配是因为银行用( )存款去支持( )贷款。A.长期;短期 B.短
俄亥俄州立大学研究得出领导行为的维度包括().A.关心环境 B.关心人 C.
最新回复
(
0
)