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、Just let you go. B、Offer a lower price. C、Apologize to you. D、Try to retain you. D
A、Just let you go. B、Offer a lower price. C、Apologize to you. D、Try to retain you. D
admin
2022-11-11
43
问题
Hello, everyone. 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. 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. 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. Unfortunately, many companies fail to make that determination and let you take your business to a competitor, which may be just as well.
That’s the end of the lecture. Thank you.
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、Just let you go.
B、Offer a lower price.
C、Apologize to you.
D、Try to retain you.
答案
D
解析
转载请注明原文地址:https://jikaoti.com/ti/sxfFFFFM
0
大学英语六级
相关试题推荐
A、Askouracquaintancesforhelp.B、Getadvicefromexperiencedpeople.C、Getrelaxedandsleeponit.D、Talkwithpeoplewhoca
A、Askouracquaintancesforhelp.B、Getadvicefromexperiencedpeople.C、Getrelaxedandsleeponit.D、Talkwithpeoplewhoca
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Askadvicefromalawyer.B、Prosecutethecompany.C、Askforafullrefund.D、Requireanapology.C
A、Theywanttodemonstratetheircommitment.B、Theythinkallthecustomerslovethisidea.C、Theywanttofollowotherstores.
A、Thewomanwillgiveupthevehicle.B、Thewomanwillbuythevehicle.C、Thewomanasksforalowerprice.D、Thewomanwilltal
A、Theycaninvitegueststohavemealsatareducedprice.B、Theyreceivecardsthatallowthemtobeservedfirst.C、Theycanh
随机试题
简述意志的定义及其特征。
学生课表的安排是根据大脑皮质功能的哪个特征
A.胎盘早剥B.前置胎盘C.先兆早产D.妊娠合并阑尾炎E.妊娠合并子宫肌瘤红色变一孕妇妊娠34周,孕期经过顺利,今晨起床后发现阴道流血如月经量,无腹部疼痛,胎动好。来院检查子宫大小符合孕周,无宫缩,胎位左骶前,先
下列对于MODS的发病机制叙述错误的是
A.地西泮B.扑米酮C.丙戊酸钠D.卡马西平E.苯巴比妥癫痫持续状态的首选药物是()
在破产程序中,人民法院可以根据债权人会议的申请或者依职权径行决定更换管理人的情形为()。
_______________,夜泊秦淮近酒家。商女不知亡国恨,_______________。(杜牧《泊秦淮》)
最早将“三权分立”原则设计到宪法条文中的是()。
Puttingacashvalueontheecologicalservicesprovidedbynature—suchasthewaterfiltration"service"providedbyaforested
Eachoftheninesquaresmarked1Ato3Cinthegridshouldincorporateallthelinesandsymbolsthatareshowninthesquares
最新回复
(
0
)