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《国际人才英语教程高级》教师手册
Referenceanswers
CASE4Howwelldidthisexhibitionperform?
Casebriefing
Referenceanswers
1
1)service
2)quicktocomplete
3)writtenreport
4)theirrootcauses
5)practicalandeffectivesolutions
2ThefollowinganswersarefortheT’sreference.
Dependingonthespecificpurposeofthesurvey,aquestionnairecanincludethe
followingquestions:
Customerserviceexperience,e.g.:
Howhappyareyouwiththecustomersupport?
Howwouldyoulikeustoimproveourservice?
Customerloyalty,e.g.:
Wouldyouchooseourserviceagain?
Towhatextentwouldyourecommendourservicetoafriend?
Website/Appexperience:
Wasourwebsiteeasytobrowseandnavigate?
WhatimprovementswouldyouliketoseetotheApp?
Scripts
Monica:Hi,LiuYang.Iwanttoletyouknowthattheceramicsexhibitionwe
organizedlastweekwasagreatsuccess.Imustsay,youdidan
excellentjob!
LiuYang:Thankyou,Monica.
Monica:Nowthatitwasafantasticevent,Ibelieveitwouldbebeneficialto
conductasatisfactionsurveytoseewhetherourexhibitionmetthe
visitors’expectations.
LiuYang:Hmmm,gatheringtheirfeedbackcanindeedhelpusmakenecessary
adjustmentsandimprovefutureevents.Wecandesignaquestionnaire
thatcoversvariousaspectsoftheexhibition,includingproduct
quality,service,venue,etc.
Monica:Yes,that’swhatIwantexactly.Ineedyoutodesigna
questionnaire.Youshouldrefertothefeedbackfrombothdomestic
andinternationalvisitors.
LiuYang:Oh,definitely!
Monica:Andtrytomakethequestionnairesimpleandquicktocomplete.
Don’tletthevisitorsfeeloverwhelmedbyit.
LiuYang:Goodpoint.Weshouldfocusoncollectingkeyinformationthatwill
helpusassesstheirsatisfaction.
Monica:Yes,anditispreferabl
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