“Many people do not like talking to machines，”says Dr. Storey，Senior Lecturer in Marketing at City University Business School.“ Banks，for example，encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust them—the sort of comfortable feelings people have during face­ to­ face chats with their local branch manager.” 第三模块 │ 题型探究

　　Recommended ways of creating customer delight include：under­ promising and over­ delivering (saying that a repair will be carried out within five hours，but getting it done within two)；replacing a faulty product immediately；throwing in a gift voucher (购物礼券)as an unexpected “thank you” to regular customers；and always returning calls，even when they are complaints. 第三模块 │ 题型探究

　　Aiming for customer delight is all very well，but if services do not reach the high level promised，disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example，“I know how you must feel”)，and possible solutions (replacement，compensation or whatever fairness suggests best meets the case)． 第三模块 │ 题型探究

　　Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.

【陕西省汉中市陕飞二中高三英语《阅读理解》课件（2）】相关文章：

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (79)

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (77)

★ 浙江省湖州市2014高考英语阅读理解一轮（暑假）精炼（17）含答案

★ 重庆市2014高考英语阅读理解一轮（精品）训练题（16）附答案

★ 浙江省湖州市2014高考英语阅读理解一轮（暑假）精炼（1）含答案

★ 2017高考四川省广安市英语阅读理解一轮系列训练：10（含解析）

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (37)

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (58)

★ 2017高考四川省广安市英语阅读理解一轮系列训练：13（含解析）

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (71)