首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
考研
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to un
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to un
admin
2015-05-24
60
问题
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to understand the extent to which the consumer landscape has shifted. Weakened brands, customers’ easy access to information about vendors, and the erosion of barriers to switching among competitors have combined to create a much more challengingenvironment for service, whether it’s outsourced or delivered in-house. Evidence shows that customers will no longer tolerate the rushed and inconvenient service that has become all too common. Instead, they are looking for a satisfying experience. Companies that provide it will win their loyalty.
Our recent research demonstrates that when customers contact companies for service, they care most about two things: Is the frontline employee knowledgeable? And is the problem resolved on the first call? Yet those factors often aren’t even on customer-service managers’ dashboards. Most service centers continue to measure time on hold and minutes per call, as they have for decades. Such metrics encourage agents to hurry through calls—resulting in just the kind of experience customers dislike. More than half of the customers we surveyed across industries say they’ve had a bad service experience, and nearly the same fraction think many of the companies they interact with don’t understand or care about them. On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.
To get a better understanding of what customers experience, managers should draw on a variety of information sources, including customer satisfaction surveys, behavioral data collected through self-service channels, and recorded customer-agent conversations. In addition, companies must revise processes to give agents the leeway and authority to meet individual customers’ needs and provide positive, satisfying experiences.
In evaluating service, managers should measure across all channels the percentage of customer problems resolved within the first contact, determine what is at the root of problems that aren’t settled in one call, and make any necessary changes. They should also aim to have consistently high-quality interactions between customers and frontline employees. That may sound costly, but knowledge-management systems, speech recognition for automated calls, and other technologies can help to substantially offset the expense.
Some executives believe that irritated customers will forgive vendors and come back for more. Our research indicates that, on the contrary, alienated customers often disappear without the slightest warning. And as companies rebuild themselves after the recession, this silent attrition represents a host of lost opportunities for future sales and positive word of mouth.
High-quality interactions between customers and frontline employees
选项
A、can settle the problems at the first shot.
B、call for a radical change within the company.
C、should be one of managers’ consistent pursuits.
D、are too expensive for a company to implement.
答案
C
解析
语义理解题。根据High-quality interactions定位到第四段。该段第二句明确说明,管理人员应该把客户和一线客服代表之间持续高质的互动作为目标,C项是此意的同义表达,故为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/5t74777K
0
考研英语一
相关试题推荐
Theword"outsource"(Paragraph1)maybebestreplacedbyThephrase"Taliban-stylethinking"(Line1,Paragraph8)mostprobab
HenryKissingermaybethemostsuccessful,certainlythemostflamboyant,SecretaryofStatetoholdthatofficeinmoderntime
Wehaveknownforalongtimethattheorganizationofanyparticularsocietyisinfluencedbythedefinitionofthesexesandt
Wehaveknownforalongtimethattheorganizationofanyparticularsocietyisinfluencedbythedefinitionofthesexesandt
Nowmedicalresearchersarediscoveringatruism:"alcoholandtobaccodonotmix."Thesetwosubstances,bothdangeroustoheal
In1926,whilefilmingTheKingofKings,directorCecilB.DeMillemovedhiscastandcrewtoCatalinaIsland,offthecoastof
In1926,whilefilmingTheKingofKings,directorCecilB.DeMillemovedhiscastandcrewtoCatalinaIsland,offthecoastof
Comeon,myfellowwhitefolks,wehavesomethingtoconfess.Outwithit,friends,thebiggestsecretknowntowhitessincethe
EveryyearLesWexner,theownerofVictoria’sSecret,alingerie(女士内衣)retailer,takesamonthofftotraveltheworldlookingf
随机试题
戏曲作品:《长生殿》
关于同工酶的描述不正确的是
五脏之中,主藏血的是
体内生物转化中能与非营养物结合的是
卵巢良性肿瘤最常见的并发症是( )
医师常选用通心络胶囊与诺迪康胶囊治疗心血管病,二者均有的功能包括
背景资料:某施工单位承包一涵洞工程施工并与项目法人签订了施工承包合同。合同约定:(1)合同总价420万元;(2)工程2013年9月25日开工,工期12个月;(3)工程预付款按10%计,并在各月工程进度款内平均扣回;
下列选项中不属于蓝海战略重建市场边界的基本法则的是()。
中国从新民主主义社会向社会主义社会转变的开端是()
Gotapenhandy?Tobestestimateyourstartupcosts,you’llneedtomakealistandthemoredetailedthebetter.Asmartwayt
最新回复
(
0
)