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
34
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.
High-quality interactions between customers and frontline employees
选项
A、can settle the problems at the first shot.
B、call for a radical change within the company.
C、should be one of managers’ consistent pursuits.
D、are too expensive for a company to implement.
答案
C
解析
语义理解题。根据High-quality interactions定位到第四段。该段第二句明确说明,管理人员应该把客户和一线客服代表之间持续高质的互动作为目标,C项是此意的同义表达,故为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/xAzZ777K
0
考研英语一
相关试题推荐
Inthefollowingtext,somesentenceshavebeenremoved.ForQuestions41-45,choosethemostsuitableonefromthelist(A、B、C、
Inthefollowingarticle,somesentenceshavebeenremoved.ChoosethemostsuitableonefromthelistA—Gtofitintoeachoft
Somepeopleviewedthefindingswithcaution,notingthatacause-and-effectrelationshipbetweenpassivesmokingandcancerrem
Researchersinvestigatingbrainsizeandmentalabilitysaytheirworkoffersevidencethateducationprotectsthemindfromthe
Therehasrecentlybeenadiscussioninthenewspaperontheissueofchoiceofwork.Writeanessaytothenewspaperto1.
Whenadiseaseofepidemicproportionsthreatensthepublic,scientistsimmediatelygettowork,tryingtolocatethesourceof
Manyteachersbelievethattheresponsibilitiesforlearningliewiththestudent.(1)_____alongreadingassignmentisgiven,
Duringtherecession,joblosseswerenotequitablyshared;employmentratesfellmoreforsomegroupsthanothers.Itisalsow
BilledastheSiliconValleyRobotBlockPartyandheldduringNationalRoboticsWeek,thepartyyesterdaywasacelebrationof
随机试题
Itwaswithgreatjoy()heknewthathisGMATscoreas670,highenoughtoapplytoatopuniversityofbusiness.
某研究单位为了观察静脉营养对胃大部切除的狗的治疗效果,采集了动物血浆准备探讨双组的血浆中蛋白质总量的差异。该方法测定蛋白质时反应产生有色物质的颜色为
阻塞性睡眠呼吸暂停综合征最有效的非手术治疗方法是
右归丸除温补肾阳外,还具有的功用是()
关于担保变更的银行审查要求,下列说法错误的是()。
下列各项中,不能作为经济法律关系客体的是( )。
()是泰山景观中最秀、最奇的一层。
在以下关于自然经济与商品经济的论述中,正确的是()。
“法治”与“德治”的关系问题,是当代社会、政治、伦理、法律等领域的重大思想问题。在相关讨论中,我国古代法家的思想资源本应占有一席之位,然而却意外地缺席了。两千年来,______:儒家站在“仁政”的立场上指责法家残暴冷酷;近现代学者站在“民主”的立场上指责
Mr.Allensaidthathedidnotwantto______anyfurtherresponsibilities.
最新回复
(
0
)