2022년 9월 모의_[ 고1 ]_21번

❶   Is the customer always right?

 

❷    When customers return a broken product to a famous company, which makes kitchen and bathroom fixtures, the company nearly always offers a replacement to maintain good customer relations.

 

❸   Still, “there are times you’ve got to say ‘no,’” explains the warranty expert of the company, such as when a product is undamaged or has been abused.

 

❹    Entrepreneur Lauren Thorp, who owns an e-­commerce company, says, “While the customer is ‘always’ right, sometimes you just have to fire a customer.”

 

❺    When Thorp has tried everything to resolve a complaint and realizes that the customer will be dissatisfied no matter what, she returns her attention to the rest of her customers, who she says are “the reason for my success.”

 

 

 

 

 

 

➊ 고객은 항상 옳은가? 

➋ 주방과 욕실 설비를 만드는 한 유명한 회사에 고객들이 고장난제품을 반품할 때, 그 회사는 좋은 고객 관계를 유지하기 위해 거의 항상 대체품을 제공한다. 

➌ 그럼에도, 그 회사의 상품 보증 전문가는 상품이 멀쩡하거나 남용되었을 때와 같이, “‘안 돼요.’라고 말을 해야 할 때가 있다.”고 설명한다. 

➍ 전자 상거래 회사를 소유한 기업가 Lauren Thorp는 “고객이 ‘항상’ 옳지만, 때로는 당신이 고객을 해고해야만 한다.”고 말한다. 

➎ Thorp가 고객의 불만을 해결하기 위해 최선을 다해왔는데 그 고객이 어떠한 경우에도 만족하지 않을 것이란 사실을 깨달을 때, 그녀는 자신의 주의를 나머지 다른 고객들에게 돌리는데, 그 고객들은 “내 성공의 이유”라고 그녀는 말한다. 

 

 

 

customer	고객, 손님
broken	고장난
product	제품, 상품
bathroom fixture	욕실 설비
nearly	거의
offer	제공하다
replacement	대체품
maintain	유지하다, 지키다
relation	관계
still	그럼에도, 그런데도
explain	설명하다
warranty	(상품 등의) 보증
such as	~와 같이
undamaged	멀쩡한, 흠이 없는
abuse	남용하다, 오용하다

entrepreneur	기업가, 사업가
own	소유하다, 가지다
e-commerce	전자 상거래
fire	해고하다
resolve	해결하다
complaint	불만, 불평
dissatisfied	만족하지 못한, 불만스러운
attention	주의, 관심