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 other stores.
A、They want to demonstrate their commitment. B、They think all the customers love this idea. C、They want to follow other stores.
admin
2021-07-23
82
问题
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. (20)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. (21) 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. (22)Unfortunately, many companies fail to make that determination and let you take your business to a competitor, which may be just as well.
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 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/eeJ7777K
0
大学英语六级
相关试题推荐
Forthispart,youareallowed30minutestowriteashortessayentitledOnChineseFever.Youshouldwriteatleast150words
Forthispart,youareallowed30minutestowriteashortessayentitledTeachingKnowledgeorEducatingPeople?Youshouldwri
Forthispart,youareallowed30minutestowriteanessayonpeoplelivinginthecountrysidearehappierthanlivinginthec
A、Itissituatedatthefootofabeautifulmountain.B、Itwasusedbythefamilytoholddinnerparties.C、Itwasfrequentlyvi
A、Theycouldworktogetherwiththewhite.B、Theirchildrenstudiedinthesameschoolsasthewhite’s.C、Theysharedthesame
Weusuallythinkofpaydaylenders,pawnshops(典当行)andotherhigh-costloanoperationsasalternativeformsoffinancingforpeo
Depression[A]Inbed,youtossandturn,unabletogetagoodnight’ssleep.Youfeelanxiousandworried.There’splentytodo,
Wikipedia’sTrembling[A]Wikipediaisdying!Wikipediaisdying!That’sthelinerepeatedbythemediaeverysixmonthsorsosi
A、Afewmonths.B、Afewdays.C、About21years.D、About5years.D
A、Theyaremoreimportantthanprofessionalskills.B、Theyimproveyourpersonalrelationship.C、Theymakeyouinvaluabletoemp
随机试题
Forthreedecadeswe’veheardendlesslyaboutthevirtuesofaerobic(increasingoxygenconsumption)exercise.Medicalauthoriti
引起射乳反射的关键激素是
可促进胰液、胆汁、小肠液分泌的胃液成分是
某工程项目的双代号网络计划,如下图所示,已知计划期与计算工期一致。
机内总分类账和明细分类账不能同时结账。()
甲公司2016年初流通在外普通股8000万股,优先股500万股;2016年6月30日增发普通股4000万股。2016年末股东权益合计35000万元,优先股每股清算价值10元,无拖欠的累积优先股股息。2016年末甲公司普通股每股市价12元,市净率是(
追索权是在金融活动和票据流通过程中,票据持有人的一种权利。一被追索人履行了自己的追索义务,向追索人偿还追索金额后,得向其前手追索义务人进行追索的权利,其行为称为()。
在Word的编辑状态下,当前输入的文字显示在()。
因时而变、随时而制与时时皆行,体现了与时俱进。()
Breedinginmostorganismsoccursduringapartoftheyearonly,andsoareliablecueisneededtotriggerbreedingbehaviour.
最新回复
(
0
)