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、Ask advice from a lawyer. B、Prosecute the company. C、Ask for a full refund. D、Require an apology. C
A、Ask advice from a lawyer. B、Prosecute the company. C、Ask for a full refund. D、Require an apology. C
admin
2022-11-11
35
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、Ask advice from a lawyer.
B、Prosecute the company.
C、Ask for a full refund.
D、Require an apology.
答案
C
解析
转载请注明原文地址:https://kaotiyun.com/show/OTR7777K
0
大学英语六级
相关试题推荐
A、Getadviceorsuggestionsfromothers.B、Developsomenewusefulhabits.C、Learnsomethingfromotherpeople.D、Lookatoursel
A、Askadvicefromalawyer.B、Prosecutethecompany.C、Askforafullrefund.D、Requireanapology.C
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Wepaylittleattentiontoadpresentations.B、Wedon’tknowthetargetcustomerswell.C、Weexaggeratetheeffectivenessofp
Forthispart,youareallowed30minutestowriteanessayonuniversitiesloweradmissionrequirementsforcelebrities.Youre
A、Theyarereluctanttofollowinstructions.B、Theyfailtoansweremailspromptly.C、Theycannotunderstanddirectives.D、They
A、Theyhavenotbeentrainedtofollowtherules.B、Theyarenotsatisfiedwiththemanagement.C、Theywanttoavoidunnecessary
随机试题
1分子葡萄糖酵解时净生成多少个ATP?
(2010年)Windows的设备管理功能部分支持即插即用功能,下面四条后继说明中有错误的一条是()。
经计算结构跨中截面的截面惯矩为Ic=2.3741×10-2m4,截面面积Ac=0.4309m2。汽车荷载的冲击系数值与下列______项数值最为接近?假定不计受压钢筋面积,如图所示,h0=67.5cm,并设跨中计算弯矩为MGk=631.40kN·m
会计分录
多式联运单据
金属晶体中金属原子有三种常见的堆积方式:六方堆积、面心立方堆积和体心立方堆积。图中a、b、c分别代表这三种堆积方式的晶胞结构。a、b、c三种晶胞内金属原子个数比为()。
宰相必起于州部,猛将必发于卒伍。对这一句话,以下选项理解正确的是()。
想知道人如何感受、思考、判断,但又无法看到大脑怎样作业,大脑就成了一个无法打开的黑箱。给这个黑箱输入一个刺激,通过分析输出的变化来推测其内部工作的过程,这便是利用黑箱方法从事研究的基本逻辑。它至今在心理和行为研究中占统治性地位。其应用的极端形式是把人脑和计
某公司欲开发一个在线交易系统,在架构设计阶段,公司的架构师识别出3个核心质量属性场景。其中“当系统面临断电故障后,需要在1小时内切换至备份站点并恢复正常运行”主要与(54)质量属性相关,通常可采用(55)架构策略实现该属性;“在并发用户数量为1000人时,
(Nowonder)that(man’s)greatdreamhasbeensomedaytocontroltheweather.Thefirststeptowardcontrolis,ofcourse,knowl
最新回复
(
0
)