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
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenom
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenom
admin
2016-01-10
12
问题
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses(包含)behaviors ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial(对抗的)feeling between businesses and consumers.
Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1 ~ 800 numbers and voice mail. Another factor is that businesses have generally begun to place more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex(使生气)shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.
The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like "I don’t have to serve you!" or "This is private property, get out and don’t come back!" What can customers do? If the bureau’s arbitration(仲裁)process fails to settle a dispute, a customer’s only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.
There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you’re just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.
What customers really want is access. They want to get through when they call, they don’t want busy signals, they don’t want interactive systems telling them to push one for this and two for that — they don’t want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don’t wear name tags, but one gets to know them, all by name.
选项
答案
B
解析
根据题干定位到末段首句,根据首句中的access(接近……的机会),以及第二句They want to get through when they call,they don’t want busy signals,可以确定消费者真正想要的是直接获得他们想要的服务,故B项为正确答案。
转载请注明原文地址:https://jikaoti.com/ti/ZwZ7FFFM
0
考研英语一
相关试题推荐
Thecountry’sinadequatementalhealthsystemgetsthemostattentionafterinstancesofmassviolencethatthenationhasseen
Whataretheroadsnottakenbecausestudentsmusttakeoutloansforcollege?Foronething,itappearsthatpeoplewithstuden
Writeanessayof160~200wordsbasedonthefollowingdrawing.Inyouressay,youshould:(1)describethedrawingbriefly,(2
Writealettertothepresidentofyourcollegeabouttheunpleasantconditionsoftheuniversitydormitory,andsuggestingposs
HowtheUnitedStatesbecamethemostprosperoussocietyintheworldhasalwaysbeensuchahotspotissue.Certainlong-standin
Inthesummer,whenthesunplayedonthejuniperbushes,andinthefall,whentheairwasclearenoughtoseetothewhitelig
TheFederalReservedoesn’twantanyonetothinkit’stakingsidesinpolitics.Soinanelectionyear,theFedismorelikelyt
Mysteriousnight-shiningcloudsthatlightupthepolarskieshavebecomemoreshiningandfrequentinrecentyearsandclimate
WhyaretheOlympicGamessoimportant?ToanswerthesequestionsweneedtogobackinhistorytofindthemeaningoftheOlymp
Whatdoconsumersreallywant?That’saquestionmarketresearcherswouldlovetoanswer.Butsincepeopledon’talwayssaywhat
随机试题
试述国际社会环境对行政组织的影响。
华某诈骗一案终审判决无罪,后经人民检察院抗诉,人民法院决定再审,华某在接到再审决定书后下落不明达2年,人民法院应当()
所有预测点和昕有预测的水质参数均应进行()不同情况的环境影响评价。
根据物权法理论,下列关于所有权的取得说法正确的有()。
个人商用房贷款的贷款额度不得超过所购商用房价值的()
已知数列{an}的前n项和Sn=n2+nk(k∈N*),且Sn的最大值为8。确定常数k,求an;
国际能源机构(IEA)2010年3月12日报告说,今年1月份中国石油消费高达28%的增长幅度令人“震惊”。根据目前的预测,2010年世界石油日需求量比去年增加160万桶,其中中国占全球需求增量的三分之一,日需求量将达到903万桶。2009年中国汽车消费增长
数十年来,人们一直相信,HIV主要通过自由流动粒子在身体内进行扩散,这些粒子可将自身附着在一个细胞上,接管其复制机制,然后制作出自己的诸多副本。2004年,科学家就发现,HIV在细胞间的转移可通过病毒突触发生,但是他们无法了解为何这一过程在病毒扩散中如此有
控制实验(北大2011年研)
Whatisthemainideaofthispassage?Amotherandherdaughter______.
最新回复
(
0
)