商務(wù)英語(yǔ)口語(yǔ)講解

　　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

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