'It's not acceptable to say, 'We're human and a mistake was made,'' Ms. Robins says. 'The commitment to service says, 'Now what are we going to do to fix it?''
罗宾斯说:“对顾客说‘我们也是人,所以我们出错了’是不可接受的,根据服务承诺,‘现在我们要做些什么来解决它’?”
Ms. Robins and her team first tried to reroute the package to a faster shipping method -- but that wouldn't be fast enough. They considered placing a new order for the handbag with quicker shipping, but it was out of stock. Finally, they called up a Gucci store in Seattle, bought the bag from the retailer and had it sent to the daughter -- just in time.
罗宾斯及其团队首先尝试了将包裹改成更快的运送方式──但是那也不够快。她们又考虑下一个运送方式更快的新订单,但是手袋已无存货。最后,她们打电话给西雅图的一家古驰专卖店,从这家店买了一只手袋送到顾客女儿的手上──刚好及时送达。
A survey of 1,003 people conducted this fall at Arizona State University's W.P. Carey School of Business found consumer dissatisfaction with retailers is on the rise. Half the people surveyed had a problem with a product or service in the past 12 months, up from 45% in 2011, the last time the study was conducted. And the public is frustrated, with 68% of respondents saying a problem made them 'very' or 'extremely' upset, up from just 60% in 2011.
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