Unlocking
Word Meanings
Read the following words/expressions found in today’s article.
Read the following words/expressions found in today’s article.
1. fed up (idiom) [fed] [uhp] – to be tired of
doing or experiencing something
Example: I resigned from my home- based writing job because I
was fed up.
2. query (n.) [kweer-ee] – a question or request
for information
Example: The sales clerk immediately answered my query about credit cards.
3. topnotch (adj.) [top-noch] – excellent; meeting
the highest standard
Example: Ms. Smith, a topnotch
opera singer, received a loud applause from the audience.
4. compliment (v.) [n. kom-pluh-muhnt; v. kom-pluh-ment] – to praise or
express appreciation
Example: The boss complimented
his employees for a job well done.
5. below par (idiom) [bih-loh] [pahr] – less than that expected
Example: He lost in the competition because his performance
was below par.
Article
Read the text below.
A study by Consumer Reports Magazine in
US reveals that many Americans are fed up with poor
customer care.
Based on a phone survey conducted to
determine the customers’ level of satisfaction, the results show that 64
percent of 1,010 Americans walk out of stores due to poor assistance from
salespersons, while 67 percent hang up their phones even before they get
response for their queries.
Specifically, most consumers complain
about impolite salespersons and personnel who cannot be reached over the phone.
Among companies, consumers consider
Southwest Airlines topnotch in terms of staff performance. They also gave high ratings
to Apple and Micro Center because their employees know a lot about computers.
In addition, consumers again complimented Apple
for offering technical support over the phone.
On the other hand, companies which
performed below par included
Walmart discount stores, Sam's Club and Costco Wholesale due to unqualified
sales persons; US Airways for poor flight crew performance; and computer
manufacturers such as Acer, Asus, Dell, HP/Compaq, Sony and Toshiba for poor
technical support for customers.
Viewpoint
Discussion
Enjoy a discussion with your tutor.
Discussion A
Enjoy a discussion with your tutor.
Discussion A
·
Have
you ever had a bad experience with store personnel?
·
What
must companies do to improve customer service?
Discussion B
·
Do
you think that good customer service alone can improve sales?
·
How
do you think can dissatisfaction affect a company?
