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
公务员
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer "del
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer "del
admin
2015-12-29
28
问题
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer "delight" is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the "phone rage"—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
" Many people do not like talking to machines," says Dr. Storey, Senior Lecturer in Marketing at City University Business School. "Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust them—the sort of comfortable feelings people have during face-to-face chats with their local branch manager. "
Recommended ways of creating customer delight include: under-promising and over-delivering(saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher(购物礼券)as an unexpected "thank you" to regular customers; and always returning calls, even when they are complained.
Aiming for customer delight is all very well, but if services do not reach the high level promised , disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy(for example, " I know how you must feel"), and possible solutions(replacement, compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their names, job title and a "we are here to help" attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please". On the other hand, the more customers are promised, the greater the risk of disappointment.
The writer mentions "phone rage"(Paragraph 3)to show that______.
选项
A、customers often use phones to express their anger
B、people still prefer to buy goods online
C、customer care becomes more demanding
D、customers rely on their phones to obtain services
答案
C
解析
作者提到“phone rage”是在列举很多公司花很多钱投资为员工培训来处理phone rage,由此可见,顾客的需求变得越来越重要。故本题选C。
转载请注明原文地址:https://kaotiyun.com/show/9JQq777K
本试题收录于:
小学英语题库教师公开招聘分类
0
小学英语
教师公开招聘
相关试题推荐
下列哪个韵母的拼写形式,在实际使用中永远不会出现?()
阅读下面这首诗,写一篇500字左右的鉴赏评论文章。寄黄几复[北宋]黄庭坚我居北海君南海,寄雁传书谢不能。桃李春风一杯酒,江湖夜雨十年灯。持家但有四立壁,治病不蕲三折肱。想得读书头已白,隔溪猿哭瘴溪藤。
小红在启动计算机时,发现计算机出现了故障,请技术人员检查后,发现计算机开机自检时发出警报声,且出现错误提示,为了解决上述故障,请回答下列问题。请谈谈可采取哪些方法消除上述故障。
从A,B,C,D中找出其画线部分与所给单词画线部分读音相同的选项。laughter
slowly
Mr.Wangwasbusy,buthe______(坚持)onseeingmeoffattheairport.
Georgeisgoingtotalkaboutthegeographyofhiscountry,butI’dratherhe______moreonitsculture.
Formanypeopletoday,readingisnolongerrelaxation.Tokeepuptheirworktheymustreadletters,reports,tradepublication
Haveyoueverhadthestrangefeelingthatyouwerebeingwatched?Youturnedaroundand,sureenough,someonewaslookingright
Undertheregulations,allthepassengers______remainintheirseatsuntiltheplanelandssafely.
随机试题
进行补偿贸易应该特别注意哪些问题()
在下纵隔内,食管前面邻接()
设计合同履行过程中,属于设计人责任的是()。
下列关于增值税纳税期限的说法,不正确的是()。
我国公民在国外犯罪的,我国法律不追究。( )
东欧剧变和苏联解体标志着()
无论正强化还是负强化,其作用都是降低同类反应在将来发生的概率。()
7月1日,大豆现货价格为2020元/吨,某加工商对该价格比较满意,希望能以此价格在一个月后买进200吨大豆。为了避免将来现货价格可能上涨,从而提高原材料成本,决定在大连商品交易所进行套期保值。7月1日买进20手9月份大豆合约,成交价格2050元/吨。8月1
[*]
BrentCollinsworksThepresentersayshermother
最新回复
(
0
)