High-quality customer service is preached by many ,but actually keeping customers happy is easier said than done

　　很多人宣揚高質量的客戶服務，但實際上，要讓客戶滿意說起來容易做起來難。

　　Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.

　　顧客很少會向商店的經理或者老板投訴，然而，他們會提醒自己的朋友，親戚，同事，甚至任何愿意聽信他們的陌生人不要去光顧這家店。

　　Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

　　維德咨詢公司和沃頓商學院的聯合調查表明，商店經理往往是最后聽到抱怨的人，而且往往到了他們的老顧客頻繁光顧競爭對手的店面時才發覺。

　　Storytelling hurts retailers and entertains consumers, said Paula Courtney, President of the Verde group. the store loses the customer, but the shopper must also find a replacement.

　　傳言損害了零售商的利益，娛樂了消費者維德公司的總經理葆拉-考特尼說，商店失去了顧客，顧客也必須去尋找相應的替代

　　On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews.

　　平均來說，每位不快的顧客至少會向四個人抱怨，并不再光顧那家店。而商店會因每位不悅的顧客的負面評論損失三位以上的顧客。

　　The resulting snowball effect can be disastrous to retailers.

　　這種滾雪球效應會對零售商造成災難性的影響。

　　According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.

　　該調查顯示，買服裝的顧客遇到的問題最多。排在第二和第三位的分別是購買雜貨和電子商品的顧客。

　　The most common complaints include filled parking lots, cluttered shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

　　最常見的抱怨包括爆滿的停車場，塞滿的貨架，超載的貨架，脫銷的產品，付賬的長隊和粗魯的銷售人員。

　　During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants.

　　在購物的高峰時間，有的零售商雇傭當地經常兼職協助泊車的工作。

　　Some hired flag wavers to direct customers to empty parking spaces.

　　有的則雇傭搖旗者把顧客引到空車位。

　　This guidance climinated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

　　這樣的引導使顧客不必再沒完沒了地繞著停車場找尋空位，并且避免了不同顧客盯上了同意停車位而產生的沖突。

　　Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

　　通過重新設計店面布局，預先儲存在售的貨物，雇傭高校且經驗豐富的收銀員，以及讓銷售代表在現場回答問題，零售商可以擺脫那些投訴帶來的難題。

　　Most importantly, salespeople should be diplomatic and polite with angry customers.

　　更重要的是，對待那些惱羞成怒的顧客，銷售人員應該表現得老練和有禮貌。

　　Retailers whore responsive and friendly are more likely to smooth over issues than those who arent so friendly. said Professor Stephen Hoch. Maybe something as simple as a greeter at the store entrance would help.

　　那些能夠及時做出反應并且態度友好的零售商比那些不那么友好的零售商更容易順利解決矛盾。斯蒂芬-霍克教授說，也許一些諸如在商店門口安排一個招待員的簡單方式會有所幫助。

　　Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world.

　　客戶也可以通過直接向零售商提出投訴而不是向其他人抱怨的方式來改善未來的購物經歷。

　　Retailers are hard-pressed to improve when they have no idea what is wrong.

　　因為當零售商根本不知道他們做錯了什么的時候，是很難去進行改善的。

　　High-quality customer service is preached by many ,but actually keeping customers happy is easier said than done

　　很多人宣揚高質量的客戶服務，但實際上，要讓客戶滿意說起來容易做起來難。

　　Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.

　　顧客很少會向商店的經理或者老板投訴，然而，他們會提醒自己的朋友，親戚，同事，甚至任何愿意聽信他們的陌生人不要去光顧這家店。

　　Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

　　維德咨詢公司和沃頓商學院的聯合調查表明，商店經理往往是最后聽到抱怨的人，而且往往到了他們的老顧客頻繁光顧競爭對手的店面時才發覺。

　　Storytelling hurts retailers and entertains consumers, said Paula Courtney, President of the Verde group. the store loses the customer, but the shopper must also find a replacement.

　　傳言損害了零售商的利益，娛樂了消費者維德公司的總經理葆拉-考特尼說，商店失去了顧客，顧客也必須去尋找相應的替代

　　On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews.

　　平均來說，每位不快的顧客至少會向四個人抱怨，并不再光顧那家店。而商店會因每位不悅的顧客的負面評論損失三位以上的顧客。

　　The resulting snowball effect can be disastrous to retailers.

　　這種滾雪球效應會對零售商造成災難性的影響。

　　According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.

　　該調查顯示，買服裝的顧客遇到的問題最多。排在第二和第三位的分別是購買雜貨和電子商品的顧客。

　　The most common complaints include filled parking lots, cluttered shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

　　最常見的抱怨包括爆滿的停車場，塞滿的貨架，超載的貨架，脫銷的產品，付賬的長隊和粗魯的銷售人員。

　　During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants.

　　在購物的高峰時間，有的零售商雇傭當地經常兼職協助泊車的工作。

　　Some hired flag wavers to direct customers to empty parking spaces.

　　有的則雇傭搖旗者把顧客引到空車位。

　　This guidance climinated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

　　這樣的引導使顧客不必再沒完沒了地繞著停車場找尋空位，并且避免了不同顧客盯上了同意停車位而產生的沖突。

　　Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

　　通過重新設計店面布局，預先儲存在售的貨物，雇傭高校且經驗豐富的收銀員，以及讓銷售代表在現場回答問題，零售商可以擺脫那些投訴帶來的難題。

　　Most importantly, salespeople should be diplomatic and polite with angry customers.

　　更重要的是，對待那些惱羞成怒的顧客，銷售人員應該表現得老練和有禮貌。

　　Retailers whore responsive and friendly are more likely to smooth over issues than those who arent so friendly. said Professor Stephen Hoch. Maybe something as simple as a greeter at the store entrance would help.

　　那些能夠及時做出反應并且態度友好的零售商比那些不那么友好的零售商更容易順利解決矛盾。斯蒂芬-霍克教授說，也許一些諸如在商店門口安排一個招待員的簡單方式會有所幫助。

　　Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world.

　　客戶也可以通過直接向零售商提出投訴而不是向其他人抱怨的方式來改善未來的購物經歷。

　　Retailers are hard-pressed to improve when they have no idea what is wrong.

　　因為當零售商根本不知道他們做錯了什么的時候，是很難去進行改善的。