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一般情况下,当顾客对产品感到不满意时会有两种选择:说出来,或掉头就走。如果他们选择离开,那就是不给企业任何机会去弥补过失;相反,愿意说出来的顾客其实是在与企业进行沟通,使企业有机会改进工作。实际上,抱怨者大多是产品或服务的最重要使用者,因此肯花时间来提出抱怨,表明他对这家企业还抱有一些信心,还想继续使用其产品或服务,也往往是企业的忠实顾客。
Under normal circumstances, when the customer is not satisfied with the product there are two options: say it, or turn around and leave. If they choose to leave, they will not give businesses any chance to make up for their mistakes. Instead, the willing customers will actually communicate with the enterprises and give them opportunities to improve their work. In fact, complainants are mostly the most important users of products or services and therefore willing to take the time to complain that he has some confidence in the business and wants to continue using his products or services, often in business Loyal customers.