说到顾客和企业的关系,最经典的话莫过于“顾客即上帝”。顾客对产品的质量、企业的服务是否满意,直接关系到企业的生存及发展。可以毫不夸张地说,顾客满意度是企业的一个导航灯。调查顾客满意度有许多方法,最客观直接的便是问卷调查。
发音：美式发音 语速：145-150词/分钟 使用方法：精听+角色扮演
Mr. Jacobs: Stephanie, I’ve had reports that we are not maintaining adequate communications with our clients, especially with regards to following up any complaints or advice given to us after transactions.
Stephanie: I agree, sir. ①This definitely is an area we need to lift our game in. What do you propose we do?
Mr. Jacobs: ②I’d like to get the ball rolling by updating our customer satisfaction questionnaire.
Stephanie: Sure. What changes are you looking for?
Mr. Jacobs: I think the current survey is too complex and far too long. Keep it simple and get to the point.
Stephanie: So, we should be focusing on price, value, service, quality…
Mr. Jacobs: As well as relationship and overall impression. But try to compress that down into five to eight questions. Any more than that and they lose interest.
Stephanie: Yeah, no one wants to be writing a novel for their answer.
Mr. Jacobs: Try to keep it mainly in check boxes, perhaps one or two written responses.
Stephanie: Got it. ③I’ll tackle it at once.
雅各布斯先生(下简称“雅各布斯”):史蒂芬妮,我收到一些报告,说我们没有与客户保持适当的沟通,尤其是交易之后跟进客户对我们的投诉和建议这一方面。
史蒂芬妮:我知道,老板。这的确是一个亟待改进的领域。你认为我们应该怎么做呢?
雅各布斯:我们可以先着手改进客户满意度调查问卷。
史蒂芬妮:是的。你希望改进哪些方面的内容呢?
雅各布斯:我认为现在这份调查问卷太复杂,而且时间也很久远了。(新的调查问卷)应该简洁明了、提问到位。
史蒂芬妮:那么,我们应该着重价格、价值、服务、产品质量等方面……
雅各布斯:还有客户关系和整体印象。但是,尽量把问题压缩到5到8个之间。超过这个范围,大家就没有兴趣做下去了。
史蒂芬妮:是的,没有人会把答案写成一部小说。
雅各布斯:(调查问卷)最好设计成复选框的格式,最多加上一到两道主观问
答题。
史蒂芬妮:收到!我马上处理这件事。
Smart Sentences
① This definitely is an area we need to lift our game in. 这的确是一个亟待改进的领域。
lift one’s game: make improvement(改进)。例如:
We should lift our game in our product packaging.
我们应该在产品包装上作些改进。
② I’d like to get the ball rolling by… 我们可以先从……着手。
get the ball rolling: start sth. soon(开始行动)。例如:
We have a lot to do and very little time. Let’s get the ball rolling.
我们要做的事很多,时间很紧。动手吧。
③ I’ll tackle it at once. 我马上处理这件事。
tackle sth.: deal with sth. (应付、处理某事)。例如:
I don’t know how to tackle the problem.
我不知道该如何处理这事。