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
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to un
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to un
admin
2015-10-20
48
问题
Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to understand the extent to which the consumer landscape has shifted. Weakened brands, customers’ easy access to information about vendors, and the erosion of barriers to switching a-mong competitors have combined to create a much more challenging environment for service, whether it’s outsourced or delivered in-house. Evidence shows that customers will no longer tolerate the rushed and inconvenient service that has become all too common. Instead, they are looking for a satisfying experience. Companies that provide it will win their loyalty.
Our recent research demonstrates that when customers contact companies for service, they care most about two things: Is the frontline employee knowledgeable? And is the problem resolved on the first call? Yet those factors often aren’t even on customer-service managers’ dashboards. Most service centers continue to measure time on hold and minutes per call, as they have for decades. Such metrics encourage agents to hurry through calls—resulting in just the kind of experience customers dislike. More than half of the customers we surveyed across industries say they’ve had a bad service experience, and nearly the same fraction think many of the companies they interact with don’t understand or care about them. On average, 40% of customers who suffer through bad experiences stop doing business with the offending company.
To get a better understanding of what customers experience, managers should draw on a variety of information sources, including customer satisfaction surveys, behavioral data collected through self-service channels, and recorded customer-agent conversations. In addition, companies must revise processes to give agents the leeway and authority to meet individual customers’ needs and provide positive, satisfying experiences.
In evaluating service, managers should measure across all channels the percentage of customer problems resolved within the first contact, determine what is at the root of problems that aren’t settled in one call, and make any necessary changes. They should also aim to have consistently high-quality interactions between customers and frontline employees. That may sound costly, but knowledge-management systems, speech recognition for automated calls, and other technologies can help to substantially offset the expense.
Some executives believe that irritated customers will forgive vendors and come back for more. Our research indicates that, on the contrary, alienated customers often disappear without the slightest warning. And as companies rebuild themselves after the recession, this silent attrition represents a host of lost opportunities for future sales and positive word of mouth.
We can infer from Paragraph 3 that companies
选项
A、did not understand what customers experienced.
B、did not record customer-agent conversations.
C、did not allow agents to provide individualized service.
D、did not have enough money to collect information.
答案
C
解析
推理判断题。根据题干定位到第三段。其中讲到公司必须改革程序,赋予客服人员自由和权力以满足个人客户的需要,故C项“公司以前不允许客服人员提供个性化服务”正确。
转载请注明原文地址:https://kaotiyun.com/show/RAzZ777K
0
考研英语一
相关试题推荐
Writeanessayof160—200wordsbasedonthefollowingdrawing.Inyouressay,youshould1)describethedrawing,2)in
Gettingotherpeopletodowhatyouwantthemtodoisanartandasciencethatyoumustmasterifyouwanttosucceedinthis
Advertisingisaformofselling.Forthousandsofyearstherehavebeenindividualswhohavetriedto(1)_____otherstobuyth
Exposuretoasbestosfiberscancausecancer_____Exposuretoasbestosfibersisharmfultopeople’shealth,______
Whenadiseaseofepidemicproportionsthreatensthepublic,scientistsimmediatelygettowork,tryingtolocatethesourceof
Manyteachersbelievethattheresponsibilitiesforlearningliewiththestudent.(1)_____alongreadingassignmentisgiven,
Manycountrieshaveatraditionofinvitingforeignerstorulethem.TheEnglishcalledinWilliamofOrangein1688,and,depen
Thesocialsciencesareflourishing.Asof2005,therewerealmosthalfamillionprofessionalsocialscientistsfromallfields
ArecentWoodyAllenmovieMidnightinParisdeliversaslightlychangedversionofafamousWilliamFaulknerquotation.Faulkne
BilledastheSiliconValleyRobotBlockPartyandheldduringNationalRoboticsWeek,thepartyyesterdaywasacelebrationof
随机试题
下列哪项不是川芎抗脑缺血作用的药理
女,32岁,主诉:牙龈自发性出血伴牙龈疼痛、口臭3天,无发热。检查:CI-S:3,龈缘呈虫蚀状,表面覆盖坏死假膜。其最可能的诊断是
以下关于水提醇沉法操作的叙述哪一项是错误的
关于铸铁的极限应力有以下结论,哪个是正确的?()。
强调了经济区范围与中心城市吸引范围的一致性,也是用实证的方法进行城市经济区组织的主要依据的城市经济区组织原则是()
甲欲低价购买乙的传家宝古玉,乙不允。甲声称:若乙不售玉,必去伤害乙上小学的儿子丙,乙被迫与甲订立买卖合同。根据合同法律制度的规定,该合同的效力为()。
下列不属于正式学生群体的是
设曲线积分∫Lxy2dx+yφ(x)dy与路径无关,其中φ(x)具有连续的导数且φ(0)=0,计算∫(0,0)(1,1)xy2dx+yφ(x)dy的值.
如果Cisco路由器有如下SNMP的配置Router(config)#snmp-serverenabletrapsRouter(config)#snmp-serverhostadmin.tjust.edu.cnadmin那么,下列描述中错误
小刘用Excel2010制作了一份员工档案表,但经理的计算机中只安装了Office2003,能让经理正常打开员工档案表的最优操作方法是:
最新回复
(
0
)