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
40
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、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Wepaylittleattentiontoadpresentations.B、Wedon’tknowthetargetcustomerswell.C、Weexaggeratetheeffectivenessofp
A、Theyhavenotbeentrainedtofollowtherules.B、Theyarenotsatisfiedwiththemanagement.C、Theywanttoavoidunnecessary
随机试题
某公司行政部人员手机使用情况如下:①小王拨打过行政部所有人的电话。②小李曾经拨打过小赵的电话,但是小赵不曾拨打过其他人的电话。③不曾接听来自行政部其他人电话的人也就不曾拨打过其他人的电话。如果以上信息为真,可以推出以下哪项?
正常人尿液中可见的管型是
釉质发育不全与浅龋区别为
在社区口腔健康咨询中针对“氟化物有害健康”的错误认识,应大力提倡
男性,72岁,无牙颌,全口义齿戴用10年。临床检查发现义齿人工牙颌面重度磨耗,口角下垂,口角黏膜糜烂。该患者还可能存在的临床表现是()
中等卫校毕业生林某,在乡卫生院工作,2000年取得执业助理医师执业证书。他要参加执业医师资格考试,根据《执业医师法》规定,应取得执业助理医师执业证书后,在医疗机构中工作满
下列情况中,招标投标中属于废标的有()。
简述动机及其功能。
“只有认识错误,才能改正错误。”以下诸项都准确表达了上述断定的含义,除了:
Itisimportantthatthecommittee(inform)______abouttheprojectatonce.
最新回复
(
0
)