2022年上半年商務英語中級口試練習題：顧客滿意度

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Obtaining customer feedback

獲取顧客的反饋意見

At a first step in boosting customer satisfaction, a company must compile feedback regarding its present performance.

加強顧客滿意度的第一步，是公司必須收集顧客對公司現行運作的反饋意見。

By understanding the differences between satisfied and dissatisfied customers, a company can learn how to retain customers, how to get more business from existing customers, and how to attract new customers.

公司必須學會區(qū)分滿意的顧客和不滿意的顧客，這樣公司才能學會如何留住顧客，如何擴大對現有顧客的業(yè)務，如何吸引新的顧客。

This is often a challenging task, as it can be difficult to determine the best way to obtain and measure clients’ feedback.

這是一項富有挑戰(zhàn)性的任務，因為很難決定什么是獲得和評定顧客反饋意見的最好方法。

Most firms use reactive methods such as toll-free customer service telephone lines to monitor customer feedback.

許多公司使用反應性的方法，如免費電話熱線服務，來監(jiān)控顧客的反饋意見。

Far fewer companies use proactive approaches—visiting clients, calling them, or sending out written surveys—to find out how satisfied their customers really are.

而很少公司使用積極主動的方法，如通過拜訪顧客、打電話給顧客或者發(fā)給顧客書面調查問卷，來發(fā)現顧客真正的滿意度。

A few companies may even go to the length of hiring mystery shoppers, professional who visit or call business posing as routine customers and evaluate services rendered.

有些公司甚至雇傭“神秘購物者”對公司所提供的服務進行評估，有些神秘購物者是佯裝成日常顧客的專業(yè)人士。

These appraisals are carried out to monitor employees, diagnose problems areas in customer service, and measure the impact of employee training.

進行這些評估的目的是對員工進行監(jiān)督，發(fā)現顧客服務領域存在的問題并對員工培訓的效果進行評估。

Any method that makes it easier for customers to complain benefits a firm.

任何一種能讓顧客方便投訴的方法都會使公司收益。

Customer complaint offer organizations the opportunity to overcome problems and prove commitments to service.

顧客的投訴給公司提供了改進和提高服務的機會。

Customers often have stronger commitments to a company after a conflict has been resolved than they would have if they had never complained at all.

顧客與公司的爭議一旦解決，他們會比未向公司投訴之前更加忠于該公司。

Businesses benefit from trating complaints as welcome resource and opportunities to gain innovative ideas for improvement.

顧客的抱怨給公司提供了進行改進的創(chuàng)意來源和機會，公司因此而從中受益。

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