2022年上半年商务英语中级口试练习题：顾客满意度

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Obtaining customer feedback

获取顾客的反馈意见

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

加强顾客满意度的第一步，是公司必须收集顾客对公司现行运作的反馈意见。

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.

公司必须学会区分满意的顾客和不满意的顾客，这样公司才能学会如何留住顾客，如何扩大对现有顾客的业务，如何吸引新的顾客。

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

这是一项富有挑战性的任务，因为很难决定什么是获得和评定顾客反馈意见的最好方法。

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

许多公司使用反应性的方法，如免费电话热线服务，来监控顾客的反馈意见。

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

而很少公司使用积极主动的方法，如通过拜访顾客、打电话给顾客或者发给顾客书面调查问卷，来发现顾客真正的满意度。

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.

有些公司甚至雇佣“神秘购物者”对公司所提供的服务进行评估，有些神秘购物者是佯装成日常顾客的专业人士。

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

进行这些评估的目的是对员工进行监督，发现顾客服务领域存在的问题并对员工培训的效果进行评估。

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

任何一种能让顾客方便投诉的方法都会使公司收益。

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

顾客的投诉给公司提供了改进和提高服务的机会。

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.

顾客与公司的争议一旦解决，他们会比未向公司投诉之前更加忠于该公司。

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

顾客的抱怨给公司提供了进行改进的创意来源和机会，公司因此而从中受益。

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