首页
登录
职称英语
High-quality customer service is preached by many, but actually keeping cust
High-quality customer service is preached by many, but actually keeping cust
游客
2024-10-17
17
管理
问题
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers — and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.
"Storytelling hurts retailers and entertains consumers, " said Paula Courtney, President of the Verde Group. " The store loses the customer, but the shopper must also find a replacement. "
On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect" can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problem. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered shelves, over-located racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
"Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly," said Professor Stephen Hoch. "Maybe something as simple as a greeter at the store entrance would help. "
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong. [br] To achieve better shopping experiences, customers are advised to
选项
A、exert pressure on stores to improve their service.
B、settle their disputevS with stores in a diplomatic way.
C、voice their dissatisfaction to store managers directly.
D、shop around and make comparisons between stores.
答案
C
解析
本题问为了有更好的购物体验,顾客应当怎么做,因此将答案锁定在文章末段。该段首句提到,顾客也可以通过向零售商投诉来改善以后的购物体验。[C]的内容与原文中的filling complaints to the retailer一致,故答案为[C]。
转载请注明原文地址:https://tihaiku.com/zcyy/3805568.html
相关试题推荐
Thetrainticketis______forfivedays.A、validB、valuableC、serviceableD、functi
______you______acomplainttolodge,pleasecontacttheDepartmentofCustomerS
Thatcustomerwantedtoreturnthepensheboughtbecausehesaidthey______eas
High-qualitycustomerserviceispreachedbymany,butactuallykeepingcust
High-qualitycustomerserviceispreachedbymany,butactuallykeepingcust
Hisbadeyesight_____himfrommilitaryservice.A、contemptedB、exemptedC、attempt
Thankyouverymuch.You’vedonemeagreat______.A、helpB、aidC、serviceD、assis
Thegovernmentpolicyisthatservicesforthepeoplewithmentalillnessshould
Areyouawarethatyouactuallypossesssixsenses?Thesixthisamuscular
Areyouawarethatyouactuallypossesssixsenses?Thesixthisamuscular
随机试题
Itishightimethatyou______abath;whyareyoustillwatchingTV?A、willtak
[originaltext]M:Whethertheyareattendingcollegeorworkingtheirfirstjobs
Presentlyhemadethesuggestionthatthey(carryon)______theirconversation
案例: 郝老师在上高中美术鉴赏课《中国民间美术》时,要求学生以小组形式收集、欣
已知数列{an)与数列{bn),n=1,2,3…,则下列结论不正确的是()。
下列关于我国证券公司风险管理基本情况的说法正确的有()。 ①风险限额方面,
企业清算按不同性质,分为()。A.自愿清算 B.行政清算 C.破产清算
根据《政府投资条例》,政府投资范围以非经营性项目为主,对确需支持的经营性项目,主
根据《建设工程施工专业分包合同(示范文本)》(GF—2003—0213)不属于承
施工单位与建设单位签订施工合同后,将其中的部分工程分包给分包单位,则施工现场的安
最新回复
(
0
)