High-quality customer service is preached by many ,but actually keeping customers happy is easier said than done
很多人宣扬高质量的客户服务,但实际上,要让客户满意说起来容易做起来难。
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.
顾客很少会向商店的经理或者老板投诉,然而,他们会提醒自己的朋友,亲戚,同事,甚至任何愿意听信他们的陌生人不要去光顾这家店。
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.
维德咨询公司和沃顿商学院的联合调查表明,商店经理往往是最后听到抱怨的人,而且往往到了他们的老顾客频繁光顾竞争对手的店面时才发觉。
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.
传言损害了零售商的利益,娱乐了消费者维德公司的总经理葆拉-考特尼说,商店失去了顾客,顾客也必须去寻找相应的替代
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