这在营销界是被普遍接受的事实,许多研究者证实,收到满意服务的客户会通过告诉其它12人使生意增长,而其他受到恶劣对待的客户会把他们悔恨的事告诉其他20人.有趣的是,觉得他们的投诉被公平地处理了的客户,80%的人将会继续保持着忠心（信任）.当人们可以通过电话呼叫中心和互联网来获得商品和服务的时候,来自于顾客服务的的挑战已经来临.例如,现在很多公司为了处理好“电话风暴”（由接听电话时的延误、对话到一半时被切断或者长时间的等待造成的）,就得在信息技术和人员培训方面投资大量的钱财.
英语翻译It is accepted in the marketing industry,and confirmed b
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