商务英语考试口语讲解19
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Expand customer base • Get feedback regarding its performance • Knowing the difference between satisfied and unsatisfied customers • So as to retain customers, get more business from existing customers, attract new customers • Methods: • 1 reactive approaches: toll-free customer service telephone lines; • 2 proactive approaches: visiting clients, calling, sending out written surveys • (Hire mystery shoppers) • Let customers find it easy to make complaints will benefit the company • Maintaining customer loyalty • ---discounts • ---quality products • ---feedback • ---improve R&D 相关资料 |
