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
外语
A、They want to demonstrate their commitment. B、They think all the customers love this idea. C、They want to follow the other stor
A、They want to demonstrate their commitment. B、They think all the customers love this idea. C、They want to follow the other stor
admin
2022-11-11
28
问题
Hello, everyone. Here is a question for you. The customer is always right. Right? Well, there was a time not so long ago when many businesses believed it, or at least claimed to believe it. The slogan is associated with the defunct Chicago-based department store Marshall Field’s, but many mid-20th century corporations embraced it, on the surface. It’s also been used—and abused—by customers and businesses the world over. Businesses invoke it to demonstrate their commitment to customer service, even when they don’t mean it; customers leverage it to get their way, even when they don’t deserve it.
Is the customer always right? Here are some situations when they answer "yes”:
First, when it costs nothing to let you have your way. Often, good service costs a company absolutely nothing. It’s a smile, a " thank you" —and when something goes wrong, an " I’m sorry. " A genuine apology is totally free and can go a long way towards making up for a bad customer experience. When an argument is easily resolved with an apology (even when the customer is wrong) then why can’t the customer be right?
Second, when the law is on your side. Companies often confuse their own policy for the law, and vice versa. For example: The law says that if a company doesn’t provide the service you paid for, it’s in breach of contract. That supersedes any company policy regarding refunds or replacements. You don’t have to be a lawyer to know that if you didn’t get what you paid for, you deserve a full refund.
Third, when a company is obviously negligent. If the widget you bought breaks down or a company’s product falls woefully short of its promises, there’s no argument. You’re right, and you’re owed a refund or replacement. Again, companies hide behind contractual fine print, saying it’s not their "policy" to let you return the product, or they charge you a confiscatory " restocking" fee. But that assumes their product was what it was supposed to be.
Fourth, when a company can’t afford to lose your business. Right or wrong, if you’re the customer and you threaten to take your business elsewhere, it doesn’t matter—you are right. But only if the company has determined that you’re not worth losing. Unfortunately, many companies fail to make that determination and let you take your business to a competitor, which may be just as well.
That’s the end of the lecture. Thank you.
Questions 20 to 22 are based on the recording you have just heard.
20. Why do businesses invoke the slogan "the customer is always right"?
21. What can we do if we don’t get what we paid for?
22. What would most companies do if you threaten to take your business elsewhere?
选项
A、They want to demonstrate their commitment.
B、They think all the customers love this idea.
C、They want to follow the other stores.
D、They pretend to be considerate.
答案
A
解析
转载请注明原文地址:https://kaotiyun.com/show/KTR7777K
0
大学英语六级
相关试题推荐
A、Heistoooldtoknowhowtorespecttheothers.B、Heistreatedunjustlybyallcustomers.C、Hedoesn’tknowhowtorespectt
A、Hedoesn’tconsidermuchaboutcustomers.B、Hecan’tofferanypracticalwayofpromotion.C、Hedoesn’tdeservethepromotion
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Wepaylittleattentiontoadpresentations.B、Wedon’tknowthetargetcustomerswell.C、Weexaggeratetheeffectivenessofp
A、Theyhavenotbeentrainedtofollowtherules.B、Theyarenotsatisfiedwiththemanagement.C、Theywanttoavoidunnecessary
A、Theyhavenotbeentrainedtofollowtherules.B、Theyarenotsatisfiedwiththemanagement.C、Theywanttoavoidunnecessary
随机试题
选择正确的______是塑造组织文化的首要战略问题。
黏土心墙一般布置在()。
水泥混凝土拌和物的和易性包括()。
回购期满时,如以券融资方未按规定将资金划拨到位,其抵押的标准券将用于平仓交割。()
下列有关契税的说法中,正确的是()。
下列各种产品成本计算方法中,一般不存在完工产品和在产品之间分配费用的是()。
《史记·商君列传》记载:“变法修刑,内务耕稼,外劝战死之赏罚”“行之十年,秦民大说(悦)。道不拾遗,山无盗贼,家给人足……乡邑大治。”材料反映的是()的内容和成效。
中国共产党将减租减息政策改为没收地主土地分配给农民政策的文件是()。
U.S.employersareanticipatingariseinworkplacediscriminationclaimsbasedontheirownhiringpolicies.Employmentlawfir
计算机在工作中尚未进行存盘操作,如果突然断电,则计算机哪部分信息全部丢失,再次通电后也不能完全恢复?
最新回复
(
0
)