Business Vocabulary
Customer LoyaltyIn the text below, select the best word to fill each gap.
As every manager knows, 'the customer comes (1)_____ ' and 'the customer is always right’. Despite these phrases being repeated so often, it is remarkable how many organisations (2)_____ essential training in customer care.
All too frequently when (3)_____ front-office staff, customers are met with rudeness, lack of interest or (4)_____ of stress, and these all give a negative (5)______ of the organisation itself.
Many customers have come to (6)_____ treatment of this kind, and as a (7)_____ behave aggressively or irritably themselves. These customers very often are the ‘awkward customers' whom even well-trained customer service staff find hard to (8)______.
Many experts believe that not (9)_____ in an organisation has the right personality for a customer-service position and that this should be taken into (10)______ when recruiting front-line staff.
Even with training, some people will never have the people (11)______ to deal successfully with customers in what can be a very stressful (12) _____.
There are also a number of experts who advocate training for customers in how to (13)______ the best out of the staff they have to deal with. However, this would only really be (14)______ in company-to-company situations where, for instance, company buyers have to deal with people from a (15)_____ of different suppliers.
