New lunges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example , many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

　　“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— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

　　Recommended ways of creating customer delight include: under-promising and over-delivering

　　(saying that a repair will be calmed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to rental customers ;and always returning calls ,even when they are complaints.

　　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 fames suggests best meets the case).

【2016届陕西汉中市高考英语二轮阅读理解选练（21）（含答案）】相关文章：

★ 安徽省淮南市2014高考英语一轮单项选择及文章训练（23）及答案

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (48)

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (67)

★ 2017届高考英语二轮复习大题冲关秘籍语法填空：创新押题（含解析）

★ 浙江省湖州市2014高考英语完形填空一轮（暑假）精炼（13）含答案

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (46)

★ 湖南省汝城二中2014届高考英语一轮复习阅读训练 (59)

★ 辽宁省辽阳市2014高考英语单项选择一轮（暑假）训练（8）附答案

★ 浙江省湖州市2014高考英语完形填空一轮（暑假）精炼（8）含答案

★ 2017高考四川省广安市英语阅读理解一轮系列训练：28（含解析）