点亮网Dianliang.com消息： 客户关系管理是公司经营管理中很重要的一部分。
Douglas Winters是一家百货公司的客户服务部经理，最近他的公司收到了不少客户投诉。现在，他正在和他的一名属下Howard Mendell讨论解决这些问题的事宜。
Douglas: I called you in because I have been hearing about too many customer complaints recently, even from some of our most loyal customers. What do you know about this, Howard?
我把你叫进来是因为最近我听到不少顾客对我们工作的抱怨，甚至有一些是从我们最忠实的顾客那里传来的。Howard，你是怎么看的？
Howard: We have had a lot of problems with certain items from a new manufacturer. We have 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.
我们从一个新厂商那儿进的一些货确实有一些问题。我们已经根据公司政策进行了合理的退换。从我们职员那里得来的反馈也表明顾客认为我们对商品质量把关不严。
Douglas: From their point of view, they are right! It is not our fault, of course, but what are we doing about it? Has there been any follow-up on this issue?
从顾客的立场来想，他们是没有错的。当然这也不是我们的错。问题是，接下来我们做了什么了吗？
Howard: We have contacted Purchasing, and they are dealing with the manufacturer right now.
我们已经联络采购部，他们也正在和供应商讨论相关事宜。
Douglas: That is not good enough! If we have had that many complaints, let us get the products taken off the shelves until the m
