客戶關係管理是公司經營管理中很重要的一部分。Douglas Winters是一家百貨公司的客戶服務部經理，最近他的公司收到了不少客戶投訴。現在，他正在和他的'一名屬下Howard Mendell討論解決這些問題的事宜。
Douglas: I called you in because I've been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Howard?
我把你叫進來是因爲最近我聽到不少顧客對我們工作的抱怨，甚至有一些是從我們最忠實的顧客那裏傳來的。Howard，你是怎麼看的？
Howard: We've had a lot of problems with certain items from a new manufacturer. We've handled it according to the store policy of giving a refund or an exchange. Feedback from our staff indicates some customers think our quality control is lax.
我們從一個新廠商那兒進的一些貨確實有一些問題。我們已經根據公司政策進行了合理的退換。從我們職員那裏得來的反饋也表明顧客認爲我們對商品質量把關不嚴。
Douglas: From their point of view, they're right! It's not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?
從顧客的立場來想，他們是沒有錯的。當然這也不是我們的錯。問題是，接下來我們做了什麼了嗎？
Howard: We've contacted Purchasing, and they're dealing with the manufacturer right now.
我們已經聯絡採購部，他們也正在和供應商討論相關事宜。
Douglas: That's not good enough! If we've had that many complaints, let's get the products taken off the shelves until the manufacturer cleans up their act.
那還不夠！既然我們已經聽到那麼多的不滿，我們就必須立即把那些商品撤出貨架，直到供應商確保其產品合格才能上架。
Howard: All right. I'll talk to the department manager about it. Shouldn't be a problem, but it'll probably take them a day or two to restock the empty space.
好的。我會和採購部經理商討此事。這應該沒有問題，不過要把空下來的貨架裝上貨還得花一兩天。
Douglas: That's okay. Let's be pro-active with the customers who bought those products. Send them a discount coupon for their next store purchase. And let's touch bases with our other recent customers to make sure that they're satisfied with our customer policies.
那很好。我們必須積極主動地與購買了那些不合格商品的顧客取得聯繫，並寄一張下次購物使用的優惠券。我們還必須取得和新顧客之間的情感聯繫，以確保他們對我們客服工作滿意。
Howard: I'll get on it right away.
我馬上去辦。
Douglas: OK. Thanks, Howard.
好的。謝謝你，Howard。