Describe a product you bought which made you very happy
1. Is service better in large shops or in small shops? 大店服务比小店好吗?
Oh, no doubt, in small ones as they have a greater emphasis on customer service than large ones. They create a great shopping environment with quality products, outstanding customer service and advice from friendly expert staff. Shoppers just can't resist this personal attention and staff's commitment to service. What is more, customers can be sure that in difficult situations they will get sincere empathy from staff who will do their best to resolve complaints in their favour. As far as large shops are concerned, their impersonal service standard operating procedures an indifferent calmness often repel bi more and more turning them to smaller stores which have, to my mind, become the leaders of consumers' preferences, first of all, for their excellent personal service.
2. What do people do when they get bad service? 遇到恶劣服务态度人们会做什么?
Well, I guess they, first of all, voice their complaints trying to get some kind of solution or compensation from the company. If the company wholly fixes the situation, I guess, it only strengthens customer loyalty, and the shoppers don't take any other actions. But if the company ignores or dismisses the complaints, I am more than sure that dissatisfied customers will not willingly do business with this company again. What is more, they will spread news of bad customer service sharing their points with as many people as possible, which might negatively influence the company's business.
3. How can a company maintain the quality of the service that it gives to the public? 一个公司如何保持对外的服务质量?
Oh, I think it could be done by actively reaching out to customers and trying to gather their feedback on service quality, and suggested areas of improvement. It's very important for companies to identify common issues and demands of customers and customize their service offerings. It's also essential to spend generously on training personnel to adequately handle customer queries and complaints. In cases when a customer has already complained about poor service quality, it's important for businesses to take steps to redeem the situation. All these actions will, no doubt, help the companies maintain the quality of their service.
4. What's an example of a difficult situation involving the public that an employee might need to deal with? 举一个员工处理困难的对外涉及公共事件的情况的例子。
Well, to my mind, the most common example of such a difficult situation is broken promises. I am more than sure that any broken promise will compound a complaint and lead to distrust, which will complicate a matter and make it more difficult to deal with it. One more tough situation an employee might need to handle is low quality of products or services or defective products. If the company promised goods of high quality but delivered low-quality products, customers will share this bad experience publicly and most likely complain ii social media networks, which again will complicate solving the conflict. I think there might also be troubles with complaints about hidden information and costs, not giving full product explanations and even not willing to admit a mistake.
5. Do you think it's important for a company to provide after-sales service? 你认为公司提供售后服务重要吗?
Well, definitely yes 'cause by providing clients with after sales service companies, first of all, get truly satisfied customers and, as a result, referrals, repeated orders and endorsement, which is really important for every business. What is more, they get positive feedback about their products and services, not only build customer loyalty and retain existing customers, but also attract new ones. I can also add that after sales service helps businesses capture a market share, build trust and credibility and gain a good reputation. So, yeah, it's really important.
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