Wouldyouliketobeakingorqueen?Tohavepeoplewaitingonyouhandandfoot?ManyAmericansexperiencethisroyaltreatmenteveryday.How?Bybeingcustomers.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofat
Wouldyouliketobeakingorqueen?Tohavepeoplewaitingonyouhandandfoot?ManyAmericansexperiencethisroyaltreatmenteveryday.How?Bybeingcustomers.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Needproof?Justlistentothecommercials.MostofthemsoundliketheMcDonald’sad:“Wedoitallforyou.”Actually,notallstoresinAmericarollouttheredcarpetfortheircustomers.Butwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.
PeoplegoingshoppinginAmericacanexpecttobetreatedwithrespectfromtheverybeginning.Mostplacesdon’thavea“furniturestreet”ora“computerroad”whichallowyoutocomparepriceseasily.Instead,peopleoften“lettheirfingersdothewalking”throughthestorehotlines.Fromthefirst“hello”,customersreceiveasatisfyingresponsetotheirquestions.Thisinitialcontactcanhelpthemdecidewheretoshop.
Whencustomersgettothestore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Inmoststores,theclearsignsthatlabeleachdepartmentmakeshoppingabreeze.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.Andunlessthey’reatafleamarketorayardsale,theydon’tbothertryingtobargain.
Whencustomersarereadytocheckout,theyfindthenearestandshortestcheckoutlane.ButasMurphy’sLawwouldhaveit,whicheverlanetheygetin,alltheotherlaneswillmovefaster.Goodstoresopennewcheckoutlaneswhenthelanesgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyou”fromtheclerk.Manystoresevenallowcustomerstotaketheirshoppingcartsouttotheparkinglot.Thatway,theydon’thavetocarryheavybagsouttothecar.
小题1:Byquoting(引用)theMcDonald’sad:“Wedoitallforyou”,theauthorintendsto_______.A．suggestthatcustomersbelievewhatcommercialssaydeeplyB．showreaderstheAmericanideaongoodcustomerserviceC．expressallthestorespaymuchattentiontothecustome