2022年上半年商務(wù)英語(yǔ)中級(jí)口試練習(xí)題：顧客滿意度

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Obtaining customer feedback

獲取顧客的反饋意見(jiàn)

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

加強(qiáng)顧客滿意度的第一步，是公司必須收集顧客對(duì)公司現(xiàn)行運(yùn)作的反饋意見(jiàn)。

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(xué)會(huì)區(qū)分滿意的顧客和不滿意的顧客，這樣公司才能學(xué)會(huì)如何留住顧客，如何擴(kuò)大對(duì)現(xiàn)有顧客的業(yè)務(wù)，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(xiàng)富有挑戰(zhàn)性的任務(wù)，因?yàn)楹茈y決定什么是獲得和評(píng)定顧客反饋意見(jiàn)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(yīng)性的方法，如免費(fèi)電話熱線服務(wù)，來(lái)監(jiān)控顧客的反饋意見(jiàn)。

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(dòng)的方法，如通過(guò)拜訪顧客、打電話給顧客或者發(fā)給顧客書(shū)面調(diào)查問(wèn)卷，來(lái)發(fā)現(xiàn)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(gòu)物者”對(duì)公司所提供的服務(wù)進(jìn)行評(píng)估，有些神秘購(gòu)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(jìn)行這些評(píng)估的目的是對(duì)員工進(jìn)行監(jiān)督，發(fā)現(xiàn)顧客服務(wù)領(lǐng)域存在的問(wèn)題并對(duì)員工培訓(xùn)的效果進(jìn)行評(píng)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(huì)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(jìn)和提高服務(wù)的機(jī)會(huì)。

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(zhēng)議一旦解決，他們會(huì)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(jìn)行改進(jìn)的創(chuàng)意來(lái)源和機(jī)會(huì)，公司因此而從中受益。

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