The key answer of exercise 6
The key to exercise solutions in chapter 3 - Finding fault for the textbook Outcomes Upper-Intermediate - Student's Book with authors Hugh Dellar and Andrew Walkley from National Geographic Learning
Question
Listen to the second part of the radio show. Find out how John Squire from the Institute of Customer Care would answer the questions in Exercise 5.
Answer
John Squire’s answers would be:
- Yes, Fei did nothing wrong at all. The company and its employees, on the other hand, did the wrong thing. They should’ve taken Fei’s complaint more seriously, they should’ve provided better customer care and they should’ve given him an insole at the first time of asking.
- He might have been. There may have been a feeling that he must just be a tourist and so not worth bothering about or taking seriously. But the way he was treated may also have simply been a result of a problem with the company’s attitude to customers, e.g. a culture where customers are blamed or seen as being in the wrong.
- Start from the view that the customer has a valid point and recognise that keeping customers happier ensures repeat business. It’s easier to keep current customers than get new ones. Remember that brands today have a global reach and a global reputation. Accept complaints as a positive part of the feedback process.
Similar Books
