2. 外语
  3. Write an answer to one of the questions 2-4 in this part. Write your answer in 200-250 words. The Sales Director of your com

Write an answer to one of the questions 2-4 in this part. Write your answer in 200-250 words. The Sales Director of your com

admin2012-01-23  61
问题     Write an answer to one of the questions 2-4 in this part. Write your answer in 200-250 words.
    The Sales Director of your company wants to improve customer service and asked you to write a report on improvement in customer service.
    Write the report for the Sales Director, including the following information:
    the results of your research
    some suggestions on how to obtain customer feedback
    what is important when dealing with customer complaints
    recommendations concerning the company’s measures to improve the quality of service
选项
答案 The report aims to illustrate the ways of improving customer service. As a first step in boosting customer satisfaction, a company must point out the results of your research. By understanding the differences between satisfied and dissatisfied customers, a company can learn how to get more business from existing customers, and how to attract new customers. This is often a challenging task. There are some suggestion on how to obtain customer feedback. Most firms use reactive methods such as toll-free customer service telephone lines to monitor customer feedback. Far fewer companies use proactive approaches—visiting clients, calling them, or sending out written surveys—to find out how satisfied their customers really are. When customers complain, it is important that staff should apologise first, because customers must be very upset when they are dissatisfied with the products or service, and some may even go to be aggressive. At this time, employees should remain calm and collected, listen to the complaints and apologise for the problem, and then the customers may feel that they are taken good care of. Suggesting a solution to the problem is also important. If they suggest a solution to the problem, customers may be so satisfied that they may not take their business elsewhere. I think the way of improving customer service is to train our staff. We must invite some experts to train our staff to improve staff friendliness, the speed of service and deal with customer complaints. We can also hire experts to pose as routine customers to evaluate the quality of service.
解析
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