Topic 10 糟糕的服务体验

1. What kinds of service are bad service?
Thankfully, I haven’t experienced a lot of bad service. But I think bad service is anything that makes the customer uncomfortable or upset. For example, if a staff member is rude or annoying, then they aren’t doing their job right. Service should be friendly and helpful. Employees should help you with your problem as well as they can. This also includes being efficient and effective76.

2. What would most people do when they have bad service?
I suppose that most people get impatient or even angry when they have bad service. People expect staff members to be polite and helpful. So when they’re not, people can get upset very fast77. Lots of them complain about the service to the managers or supervisors78 of the place. Plus, nowadays it’s easy to write a bad review on the internet. Tons of people, especially young guys, share their feedback on social media79.

3. Why do some people choose to remain silent when they receive bad service?
I guess they just don’t want to get employees in trouble80. Personally, I always feel bad for reporting an employee for bad service. Even though it was their fault, I don’t want something bad to happen. I don’t want to be responsible for them getting fired81. So I guess a lot of people think like that as well.But maybe some of them just don’t think it’s worth reporting. After all, making a complaint can take a lot of time.

4. What can a company do to promote service?
Well, I don’t know that much about how companies work. But one way is to do employee training for good service. This would involve teaching all staff members how to be polite, friendly, and helpful.Another way is gathering customer feedback82. If people can share their experiences at the company,then the company can use reports to improve any problem areas.

5. What kinds of jobs require good service?
I think jobs that involve talking to customers require good service. A good example is a salesperson.It
doesn’t matter if you’re selling clothes or cars. You still have to interact with the customer83. You have to help them even if they’re difficult84. That means being friendly and polite. A lot of sales jobs include commissions85. So that motivates employees to provide good service.

76 being efficient and effective: 办事高效并且有效
77 get upset very fast：很容易被惹恼
78 supervisors：主管
79 share their feedback on social media: 在社交媒体上分享自己的心得反馈
80 get employees in trouble：给员工制造麻烦
81 be responsible for them getting fired：（我不想）为他们被炒掉而担责
82 gathering customer feedback：收集客户反馈
83 interact with the customer：和顾客打交道
84 even if they’re difficult：即使他们不随和
85 commissions：提成