2011商务英语中级口语精讲班讲义第一讲32

1.What is important when aiming to improve customer service? Staff training, Customer satisfaction surveys

Another vital thing to do is to train staff who deal with customers.  In today’s competitive business environment, a firm with poor service standards will suffer the drain of repeat customers almost immediately, and perhaps permanently.  Staff training should thus stress appropriate appearance, basic courtesy, good manners, as well as patience and a positive attitude. 

 Having done staff training, customer satisfaction survey cannot be overlooked, either.  There are several ways to do this.  For instance, we can distribute questionnaires to customers and then collect them.  Some companies even put a customer response card in the product package.  Setting up a helpline service or customer email service is also an fast and effective means of keeping in touch with customers. 

2.What is important when dealing with complaints from clients? Offering an apology, Suggesting a solution to the problem

Well, the first and most important step to take will be an apology.  Whatever the cause of the complaint, the firm must first show the customer its sincerity in resolving the issue.  An unapologetic attitude on the firm’s part would only reinforce the negative view the customer already holds.

Suggesting a solution to the problem, on the other hand, is also necessary.  Sometimes, the problem can be fixed by taking some minor steps. On other occasions, some forms of financial compensation, say, a coupon or voucher, is warranted if the customer has sustained a heavy loss.  In any case, a follow-up investigation is should be conducted to identify the true causes of the complaint and preventive measures be taken to prevent its reoccurrence.