2. 考研
  3. On Customer Service 关于客服 Write an essay of 160-200 words based on the drawing. In your essay, you should 1)describe the drawing

On Customer Service 关于客服 Write an essay of 160-200 words based on the drawing. In your essay, you should 1)describe the drawing

admin2015-04-21  31
问题 On Customer Service
关于客服
Write an essay of 160-200 words based on the drawing. In your essay, you should
1)describe the drawing briefly,
2)explain its intended meaning, and then
3)give your comments.
选项
答案 In this picture, two scenes are depicted. Before the sale, the customer service representative is very eager to serve the client to secure the order. After that, when the client wants to cancel the order, he puts up a "out of ser vice" sign. This picture satirizes the "before and after" sales technique adopted by some customer service representatives. They would be friendly and hospitable to cus tomers before the sale. But once the sale is made, they would pull a long face to frighten you off. In my opinion, this kind of customer service attitude is very short-sighted and will lead to losing returned cus tomers. The customer service representatives might think that they can make a profit by playing this trick on cus tomers. However, once customers learn that the represen tatives’ sales technique is despicable, they will never pa tronize their products or service again. In this sense, they have lost many potential loyal customers who would be the constant source of profits. In short, to secure and retain a customer, customer service representatives must be able to deliver satisfactory service before and after sales.
解析     这幅图片刻画了客服在售前和售后两种截然不同的态度。售前热情好客，售后冷面相对。根据这一思路，并按照题目要求，全文可以安排如下：
    第一段描绘图片，并指出图片的意图：讽刺一些客服人员售前和售后两副嘴脸的伎俩。
    第二段提出个人看法：这种服务态度是很短视的，难以招来回头客。做生意应当要诚实经营，售前与售后都以客为先才能赢得客户并留住客户。
    第三段总结全文：只有提供让人满意的售前和售后服务，才能赢得并留住客户。
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