Question

第四题和第五题，英语回答。急！！！

Answer 1

第一道题回答
How to Deal with Customer Complaints
Instructions
1
Inquire about the customer's concern by displaying a smile and using a friendly tone of voice when speaking on the telephone or in person. If the customer detects an attitude or an unwillingness to help, he may become irate.
2
Listen thoroughly to the customer's complaint and avoid interrupting him while he is speaking. Ask questions once the customer is finished to clarify issues. Remaining professional during this time keeps the customer calm and prevents the situation from becoming complicated or out of control.
3
Propose a solution to resolve the issue and apologize for the situation regardless of whether the customer is right or wrong.

4
Contact the store manager if the customer's needs cannot be accommodated. Apologize in a calm and professional manner to the customer for being unable to offer an acceptable solution and refrain from leaving the customer alone too long while finding a manager

第二道题

Customer Care is
To provide customer care service to support efficient operations of the
contact center as well as various business lines of the company as a whole
(2问)Instructions
1
Open a new document in Word. Center the title "Customer Satisfaction Survey" in caps at the top. Below this, identify the name and location of the business unless you're going to be printing your survey on company letterhead that already contains this information.

2
Create a brief introduction to your survey as well as an explanation of how each of the items contained in it should be scored. Example: "At XYZ, Inc., we're always looking for new ways to keep our valued customers happy. Could you please take a moment to complete the following questionnaire and give each item a rank of 1 to 10 with 1 being the lowest grade and 10 being the highest."

第三道题

There are a lot of opinions on how to deal with customer feedback. Over the last few years I’ve witnessed countless almost religious arguments on what’s the right way to listen to customers and how important it actually is to the success of a product.

That’s why I wanted to share how I think about customer feedback and how I deal with it. Here we go ☺

The Customer is always right …

I think it helps to understand that the idea of the all-knowing customer that is always right has its origins in the customer service world. Not in product management. Think restaurants, hotels & retail stores.

The customer is always right.
— César Ritz, founder of The Ritz Hotel
I believe dealing with customer feedback in this sense & context actually makes a lot of sense. If your customer (or even the customer of your competition) is telling you something you better take them serious.

Amanda Palmer just recently worded it really well …

i try never to invalidate someone’s feelings.
[…] everybody’s feelings are valid.
[…] if you face a person and say: “your feelings are not REAL. they are not TRUE,” i think it is the most unkind, dehumanizing thing you can do.
If you are striving for fantastic customer service and support I think it is crucial that you understand this and act upon it. It doesn’t mean that you have to do what your customer tells you to do but I think it makes sense to take any feedback and emotions you get from your customers at face value.

But to really benefit from your customer’s input you need to be able to empathic towards them. This is the super hard part. Especially if you lack the context to understand the feedback you just read.

Ideally you want as much context about the person you are talking to as you can possibly get. What’s their role? How did they find you? When did they sign up? What are they paying? Where do they live? How do they feel? Whom are they working with? What drives them? What’s the weather?