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Customer Relations: how to create good customer relations

admin2010-02-11  90
问题 Customer Relations: how to create good customer relations  
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答案Suggested answers: a．If you want to create good customer relations, you must respect customers. You should respect customer views, although you may not agree with them. You must also care about your customers. You must know that understanding the aspirations and concerns of your customers is critical to success of your business. You should have empathy with them, and provide them with qualified goods and impeccable services. Keeping the customer satisfied is central to the business. Service, product or technology will give individual consumer a sense of satisfaction, a sense of pride. Your service will give individual consumer pleasure, and make consumer feel joyful (cheerful/delighted). b．If you want to build up a good customer relation, you should listen carefully to the customers’ opinions. You should deal with complaints in a positive way. If customers complain about your product, you should recall the faulty product because there may be something wrong with it. Customers may ask a refund if the goods are faulty. Give them a refund, if they are not satisfied with the goods or services they have paid for. Give a discount when your customers buy goods in bulk. You should also give them a good after-sales service. Anyway, company should give priority to orders from regular customers. At the same time, company should also do something to attract new customers. c．“The purpose of the economy is to satisfy the wants of people.” This phrase or its equivalent is near the opening of most economics textbooks. It says that every business function, every business institution, every person engaged in performing these functions in or for a business institution is seeking to satisfy human wants and needs. To the extent that consumer wants and needs are satisfied effectively, economically, and therefore profitably, these businesses are successful and remain in existence. If any one of them is deficient in this regard, it soon ceases as an economic institution. Such are the realities of public preferences and of competition. Therefore, to create good customer relations, you must try your best to satisfy the wants of customers. If you don’t do it, you’ll get nowhere. d．How to create a good customer relations? I think, the need for knowledge of the market and the customer is obvious. Planning in business is an absolute must, if "having the fight goods at the right place at the right time and price" is the accepted goal of a business. Controls are indispensable; these include financial controls as well as good records. The need for adequate capital, a good location, a needed product or service is also obvious. In general, successful management of a small business requires: (a) Careful study of markets (b) Wise planning of activities (c) Vigilant control of investment, merchandise, personnel, equipment, and buildings to ensure maximum use for production (d) Adequate expense records (e) Thoughtful selection of goods (f) Strategic location with particular reference to the market, but also bearing in mind resources and transportation of goods (g) Sound policies, unalterable in general objective, but flexible and adjustable to meet obvious business expediencies (h) Strong working relationships with suppliers (i) Judiciously controlled credit (j) Customer selection and market concentration (k) Skillfully selected personnel (l) A well-planned sales promotion program All of these elements are present in the successful business, and always in proper balance.
解析 recall faulty product召回次品。preference偏爱，偏好，优先选择。refund退款。expedience合宜，权宜之计。judiciously controlled credit司法管制信贷。 empathy同情，同感，共鸣。merchandise商品。
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