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  3. According to the talk, to handle the relationship with customers is not too difficult. Firstly, it’s a matter of attitude, o

According to the talk, to handle the relationship with customers is not too difficult. Firstly, it’s a matter of attitude, o

admin2013-08-12  45
问题
Using points and examples from the talk, explain what business organizations should do to handle the relationship with customers.
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答案 According to the talk, to handle the relationship with customers is not too difficult. Firstly, it’s a matter of attitude, of believing that everyone who buys from us is entitled to the best treatment they can deliver. Secondly, no matter who is at fault, customers whom we value highly should be given the best service we could provide. Thirdly, customers who repeatedly place large orders and pay for them will naturally get more attention than those who buy infrequently and have to be badgered to pay what they owe. However, we have to make the assumption that all customers are good unless proved otherwise. What’s more, in certain businesses, dealing with customer complaints can vary widely, and so putting a formal policy in place may not be very helpful when it comes to dealing with them. It can be more constructive to define the stages of the complaints procedure and create a set of principles against which we can measure our actions in each stage.
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