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
自考
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
admin
2022-07-19
41
问题
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.
" Storytelling hurts retailers and entertains consumers, " said Paula Courtney, President of the Verde Group. "The store loses the customer, but the shopper must also find a replacement.
On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect" can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. Banked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Betailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
" Betailers who’ re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly, " said Professor Stephen Hoch. "Maybe something as simple as a greeter at the store entrance would help. "
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Betailers are hard-pressed to improve when they have no idea what is wrong.
Why are store managers often the last to hear complaints?
选项
A、Most customers won’t bother to complain even if they have had unhappy experiences.
B、Customers would rather relate their unhappy experiences to people around them.
C、Few customers believe the service will be improved.
D、Customers have no easy access to store managers.
答案
B
解析
推理判断题。第二段提到顾客很少向经理或者零售店的老板投诉,相反,他们会警告他们的朋友、亲戚、同事等。故选B。
转载请注明原文地址:https://kaotiyun.com/show/k5rx777K
本试题收录于:
英语阅读(一)题库文史类分类
0
英语阅读(一)
文史类
相关试题推荐
(various)Thenewlyenrolledservicemenarefroma______ofbackgroundsasrequiredbythegeneral.
Seventeenth-centuryhousesincolonialNorthAmericaweresimplestructuresthatwereprimarilyfunctional,carryingovertradit
"Outthroughthatwindow,exactlythreeyearsago,【C1】______.Theynevercameback.Incrossingthecountrytotheshooting-gr
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Newtechnologylinkstheworldasneverbefore.Ourplanethasshrunk.It’snowa"globalvillage"wherecountriesareonlysecond
Inrecentyears,Israeliconsumershavegrownmoredemandingasthey’vebecomewealthierandmoreworldlywise.Foreigntraveli
Inrecentyears,Israeliconsumershavegrownmoredemandingasthey’vebecomewealthierandmoreworldlywise.Foreigntraveli
Actually,hedidlikesomething:hisbusiness.(63)Theproblemwasthatwhilehewasstillafabulouslywealthyman,hehadrec
Interestinpursuinginternationalcareershassoaredinrecentyears,enhancedbychronic(长久的)personnelshortagesthatareca
Interestinpursuinginternationalcareershassoaredinrecentyears,enhancedbychronic(长久的)personnelshortagesthatareca
随机试题
真理是有用的,因此有用就是真理。()
下列哪项属于管理信息系统的主要特点
煮沸消毒法,杀死带芽胞细菌所需的时间为
A.志贺痢疾杆菌B.福氏痢疾杆菌C.舒密次痢疾杆菌D.鲍氏痢疾杆菌E.宋内痢疾杆菌能产生神经毒素的痢疾杆菌是
事业单位的会计要素分为()。
社会保障是解决贫富悬殊的最终手段。()
非法小广告并非一城之疾,根治也并非一城之事。单靠一地立法或各地分散立法,无法形成________的治理合力,相关的行政执法权威也难以________,更难达到治本之效。填入画横线部分最恰当的一项是:
(1990年)已知f(χ)在χ=0某邻域内连续,且f(0)=0,=2,则在点χ=0处f(χ)
Superiorcustomerservicecanbeanessentialsourceofstrengthascompaniesemergefromtherecession,butmanagersneedtoun
Arabsconsiderit(36)______badmannertostarttalking(37)______immediately.Eventhebusiestgovernmentofficialor(38)___
最新回复
(
0
)