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
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
admin
2017-11-14
73
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 problems.
Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) 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.
Why are store managers often the last to hear complaints?
选项
A、Most customers won’t bother to complain even if they have had unhappy experiences.
B、Customers would rather relate their unhappy experiences to people around them.
C、Few customers believe the service will be improved.
D、Customers have no easy access to store managers.
答案
B
解析
细节题。根据题干中的store managers often the last to hear complaints首先定位到第二段首句,其原因应在第二段寻找。第二段提到,顾客很少向经理或者零售店的老板投诉,相反,他们会提醒自己的朋友、亲戚、同事等。B项中的relate their unhappy experiences to people around them与原文的alert their friends,relatives,co-workers意思一致,故B项为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/KSIZ777K
0
考研英语一
相关试题推荐
Upuntilafewdecadesago,ourvisionsofthefuturewerelargely—thoughbynomeansuniformly—glowinglypositive.Scienceand
Asmanypeoplehitmiddleage,theyoftenstarttonoticethattheirmemoryandmentalclarityarenotwhattheyusedtobe.We
TheethicaljudgmentsoftheSupremeCourtjusticeshavebecomeanimportantissuerecently.Thecourtcannot【C1】______itsleg
WhenPaulGorski,thefounderofanorganizationcalledEdChange,visitscollegesanduniversitiestoadvisethemoncampusdive
Socialsciencehasweighedinonthe"tigermom"debate,anditlookslikeeveryoneisright:Bothover-protectiveandlaid-back
Socialsciencehasweighedinonthe"tigermom"debate,anditlookslikeeveryoneisright:Bothover-protectiveandlaid-back
TheaverageBritishpeoplegetsix-and-a-halfhours’sleepanight,accordingtotheSleepCouncil.Ithasbeenknownforsomet
Iftheonlineserviceisfreethenyouaretheproduct,technicianssay.GoogleandFacebookmakea【C1】______collectingpersonal
Historiansareunderstandablyreluctantaboutpredictingthefuturebecauseofalltheunknownvariablesinvolved.Forexample,
随机试题
心身疾病绝大多数疾病都与________有关,只是受影响的程度不同。
A.咽喉红肿疼痛B.咽部嫩红,肿痛不甚C.喉部两侧肿块,红赤溃烂D.咽喉出现白色假膜,刮之不去或随即复生热毒蕴结,可见
A.化学特性B.生物效应特性C.热作用D.荧光作用E.电离作用感光作用属于
以下不是放置引流的适应证的是
对房地产估价机构擅自设立分支机构的,房地产行政主管部门可给予()等处罚。[2009年考题]
下列非露天的50m长的钢筋混凝土结构中,宜设置伸缩缝的是()。
纺织印染项目。某工业园区拟建生产能力3.0×10m7/a的纺织印染项目。生产过程包括织造、染色、印花、后续工序,其中染色工序含碱减量处理单元,年生产300天,每天24小时连续生产。按工程方案,项目新鲜水用量1600t/d,染色工序重复用水量165t/d,冷
除敞开式汽车库以外,()应设置火灾自动报警系统。
人有休息的需要,动物也有打盹的时候,很多人往往一看到动物休息就不悦,只希望动物随时给自己展现身姿、表演动作,也不顾人家是否疲倦。这是将自己的快乐建筑在别人的痛苦之上的非礼行为。有人以为喂喂动物表示一下爱心总可以吧,错了!随便投喂只会给动物带来伤害。人工饲养
设A为三阶矩阵,ξ1,ξ2,ξ3是三维线性无关的列向量,且Aξ1=-ξ1+2ξ2+2ξ3,Aξ2=2ξ1-ξ2-2ξ3,Aξ3=2ξ1-2ξ2-ξ3求|A*+2E|.
最新回复
(
0
)