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
公务员
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. S
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. S
admin
2021-06-04
45
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 other, 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. Ranked 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 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.
Retailers 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.
"Retailers 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 filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
To achieve better shopping experiences, customers are advised to____________.
选项
A、exert pressure on stores to improve their service
B、settle their disputes with stores in a diplomatic way
C、voice their dissatisfaction to store managers directly
D、shop around and make comparisons between stores
答案
C
解析
根据文章最后一段可知,正确答案为C项。
转载请注明原文地址:https://kaotiyun.com/show/myOq777K
本试题收录于:
小学英语题库特岗教师招聘分类
0
小学英语
特岗教师招聘
相关试题推荐
下列关于民主的观点中,正确的有()。
教育无目的论主要是美国教育思想家杜威的观点。()
Everybodyknowshowtolearn.Learningisanaturalthing.Itbeginsthe【C1】_______weareborn.Ourfirstteachersareourfamil
Mostpeoplefeellonelysometimes,butitusuallyonlylastsbetweenafewminutesandafewhours.Thiskindoflonelinessisn
Whenteachinghandwriting,onedifficultyisteachingtheleft-handedchild.Thetraditionalpolicyhasbeentopushallchild
Scienceisbaseduponobservation.However,observation【C1】_________isnotscience.Scientistsgenerallystateaproblem.Then【C
About70,000,000Americansaretryingtoloseweight(减肥).Thatisalmost1【C1】________every3peopleintheUnitedStates.Some
—Whichofthetwocomputergamesdidyouprefer?—ActuallyIdidn’tlike______.
Forabouthalfcentury,scientistshavebeenmaking【M1】______betterandbettercomputer.Nowacomputercandoa【M2】______lot
诸葛亮一代名相,足智多谋,助汉兴室,却壮志未酬,常引起后人无穷感慨和敬仰。杜甫在《蜀相》中对他一生作了精辟的概括:“___________,___________。”这两句是他平生功绩的真实写照;“___________,___________”两句又表达
随机试题
A.条件(1)充分,但条件(2)不充分B.条件(2)充分,但条件(1)不充分C.条件(1)和条件(2)单独都不充分,但条件(1)和条件(2)联合起来充分D.条件(1)充分,条件(2)也充分E.条件(1)和条件(2)单独都不充分,条件(1)和条件(2
引起短期资本国际流动的主要原因是()
A.交界性肿瘤B.早期癌C.良性肿瘤D.恶性肿瘤E.癌前病变仅浸润黏膜层及黏膜下层的胃肠道癌称
A.请仔细阅读药品使用说明书并按说明使用或在药师指导下购买和使用B.凭医师处方销售、购买和使用C.请按说明书或药师指导下购买和使用D.本广告仅供医学药学专业人士阅读非处方药说明书忠告语是()。
工程项目目标系统建立的依据是()。
当建筑工程质量不符合要求时正确的处理方法是()
下列属于城乡居民储蓄存款余额的是( )。
重力性休克是在剧烈运动中,由于体内大量缺氧所引起的暂时性脑贫血而发生的休克。()
设y=y(x)由方程ey+6xy+x2-1=0确定,求y"(0).
MrsWhitegavemusiclessonsataschool.Shehadagoodvoice,【36】someofherhighnotessoundedlikeadoorthat【37】oiling.Mr
最新回复
(
0
)