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客戶關(guān)系管理是公司經(jīng)營管理中很重要的一部分。Douglas Winters是一家百貨公司的客戶服務(wù)部經(jīng)理，最近他的公司收到了不少客戶投訴?，F(xiàn)在，他正在和他的一名屬下Howard Mendell討論解決這些問題的事宜。

Douglas: I called you in because I've been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Howard?
我把你叫進來是因為最近我聽到不少顧客對我們工作的抱怨，甚至有一些是從我們最忠實的顧客那里傳來的。Howard，你是怎么看的？

Howard: We've had a lot of problems with certain items from a new manufacturer. We've handled it according to the store policy of giving a refund or an exchange. Feedback from our staff indicates some customers think our quality control is lax.
我們從一個新廠商那兒進的一些貨確實有一些問題。我們已經(jīng)根據(jù)公司政策進行了合理的退換。從我們職員那里得來的反饋也表明顧客認為我們對商品質(zhì)量把關(guān)不嚴。

Douglas: From their point of view, they're right! It's not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?
從顧客的立場來想，他們是沒有錯的。當然這也不是我們的錯。問題是，接下來我們做了什么了嗎？

Howard: We've contacted Purchasing, and they're dealing with the manufacturer right now.
我們已經(jīng)聯(lián)絡(luò)采購部，他們也正在和供應(yīng)商討論相關(guān)事宜。

Douglas: That's not good enough! If we've had that many complaints, let's get the products taken off the shelves until the manufacturer cleans up their act.
那還不夠！既然我們已經(jīng)聽到那么多的不滿，我們就必須立即把那些商品撤出貨架，直到供應(yīng)商確保其產(chǎn)品合格才能上架。

Howard: All right. I'll talk to the department manager about it. Shouldn't be a problem, but it'll probably take them a day or two to restock the empty space.
好的。我會和采購部經(jīng)理商討此事。這應(yīng)該沒有問題，不過要把空下來的貨架裝上貨還得花一兩天。

Douglas: That's okay. Let's be pro-active with the customers who bought those products. Send them a discount coupon for their next store purchase. And let's touch bases with our other recent customers to make sure that they're satisfied with our customer policies.
那很好。我們必須積極主動地與購買了那些不合格商品的顧客取得聯(lián)系，并寄一張下次購物使用的優(yōu)惠券。我們還必須取得和新顧客之間的情感聯(lián)系，以確保他們對我們客服工作滿意。

Howard: I'll get on it right away.
我馬上去辦。

Douglas: OK. Thanks, Howard.
好的。謝謝你，Howard。