单项选择题
[听力原文]
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer delight is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry that customers receiving good service will promote business. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centres and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the "phone rage"—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
Recommended ways of creating customer delight include: under-promising, over-delivering (saying that a repair will be carried out within five hours, but getting it done within two) and replacing a faulty product immediately; throwing in a gift as an unexpected "thank you" to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please". On the other hand, the more customers are promised, the greater the risk of disappointment.
A．Customer delight is the biggest concern in service industry.
B．Face-to-face service creates comfortable feelings among customers.
C．Companies that promise more will naturally attract more customers.
D．A company should promise less but do more in a competitive market.