High-qualitycustomerserviceispreached(宣扬)bymanybutactuallykeepingcustomershappyiseasiersaidthandone.
Shoppersseldomcomplaintothemanagerorownerofaretailstore(零售店)butinsteadwillwarntheirfriendsrelativesco-workersstrangersandanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints.“Storytellinghurtsretailers(零售商)andentertainsconsumers”saidPaulaCourtneyPresidentoftheVerdegroup.“Thestorelosesthecustomerbuttheshoppermustalsofindareplacement.”
Themostcommoncomplaintsincludefilledparkinglotscluttered(塞满了的)shelvesoverloadedracksout-of-stockitemslongcheck-outlinesandrudesalespeople.
Duringpeakshoppinghourssomeretailerssolvedtheparkingproblemsbygettingmoonlighting(业余兼职的)localpolicetoworkasparkingattendantstodirectcustomerstoemptyparkingspaces.Retailerscanrelievetheheadachesbyredesigningstoredisplaypre-stockingsalesitemshiringspeedyandexperiencedcashiersandhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantlysalespeopleshouldbeskillfulandpolitewithangrycustomers.
“Retailerswho’reenthusiasticandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren'tsofriendly.”saidProfessorStephenHoch.“Maybesomethingasagreeteratthestoreentrancewouldhelp.”
Customerscanalsoimprovefutureshoppingexperiencesbyfillingcomplaintstotheretailerinsteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.
小题1:Whyarestoremanagersoftenthelasttohearcomplaints?