High-quality customer service is

題目

High-quality customer service is preached(宣揚)by many,but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of retail store,but instead will alert their friends,relatives,co-workers,strangers and anyone who will listen.

Store managers are often the last to hear complaints,and often find out only when their regular customers decide to frequent their competitors,according to a study jointly conducted by Verde group and Wharton school.

“Storytelling hurts retailers and entertains consumers.”Said Paula Courtney,president of the Verde group.“The store loses the customer,but the shopper must also find a replacement.”

On average,every unhappy customer will complain to at least four other,and will no longer visit the specific store for every dissatisfied customer,a store will lose up to three more due to negative reviews.The resulting“snowball effect”can be disastrous to retailers.

According to the research,shoppers who purchased clothing encountered the most problems.Ranked second and third were grocery and electronics customers.

The most common complaints include filled parking lots,cluttered(塞滿了的)shelves,overloaded racks,out-of-stock items,long check-out lines,and rude salespeople.

During peak shopping hours,some retailers solved the parking problems by getting moonlighting local police to work as parking attendants.Some hired flag wavers to direct customers to empty peaking spaces.This guidance got rid of the need for customers to circle the parking lot endlessly,and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts,pre-stocking sales items,hiring speedy and experienced cashiers,and having sales representatives on hand to answer questions.Most importantly,salespeople should be diplomatic and polite with angry customers.

“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.”Said professor Stephen Hoch.“Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filing complaints to the retailer,instead of complaining to the rest of the world.Retailers are hard-pressed to improve when they have no idea what is wrong.

小題1:Why are store managers often the last to hear complaints?

A．Few customers believe the service will be improved.

B．Customers would rather relate their unhappy experiences to people around them.

C．Customers have no easy access to store managers.

D．Most customers won’t bother to complain even if they have had unhappy experiences.

小題2:Shop owners often hire moonlighting police as parking attendants so that shoppers.

A．can find their cars easily after shopping

B．won’t have trouble parking their cars

C．can stay longer browsing in the store

D．won’t have any worries about security

小題3:What contributes most to smoothing over issues with customers?

A．Design of the store layout.

B．Hiring of efficient employees.

C．Manners of the salespeople.

D．Huge supply of goods for sale.

小題4:To achieve better shopping experiences,customers are advised to.

A．voice their dissatisfaction to store managers directly

B．shop around and make comparisons between stores

C．settle their disputes with stores in a diplomatic way

D．put pressure on stores to improve their service

答案：

小題1:B

小題2:B

小題3:C

小題4:A

解析：

小題1:B細節(jié)題。本題考查因果關(guān)系。根據(jù)題干信息定位到文章第三段，而答案出現(xiàn)在文章第二段，原文的二、三段構(gòu)成了一組因果關(guān)系。正確答案為“人們寧愿向身邊的人提及他們的不愉快經(jīng)歷”，其中，“身邊的人”對應(yīng)原文中的“朋友、親戚、同事和陌生人”。[A]選項意思與原文相反；[C]和[D]選項均為原文沒有提及的信息。

小題2:B細節(jié)題。定位到文章第八段第一句話：…some retailers solved the parking problems by getting moonlighting local police to work as parking attendants”，因此答案為選項“不再有停車的麻煩”。本題只要定位準確，[A]、[C]、[D]選項可以直接排除。

小題3:C細節(jié)題。題干中有最高級most，對應(yīng)原文倒數(shù)第三段的more importantly。原文的信息為diplomatic(世故的，練達的)和polite(禮貌的)，[C]選項中的manners正好歸納了這兩個單詞，所以答案選[C]。本題與64題考查的都是定位能力。

小題4:A細節(jié)題。定位到文章最后一段，題干信息better shopping experience與原文中的improved shopping experience對應(yīng)。答案為[A]選項“直接向商店經(jīng)理提出不滿”，對應(yīng)原文中的filing complaint to the retailer。[D]選項中的exert pressure(施加壓力)原文中無對應(yīng)信息；選項對應(yīng)倒數(shù)第三段，為非定位點信息；[C]選項原文并未提及。