| Doug: |
 |
I'm glad you could make it, Cathy, on
such
short notice. |
道格: |
凱西,很高興妳能在這麼臨時的通知下參加這個會議。 |
| Cathy: |
 |
No problem, Doug. I'm happy to be here. |
凱西: |
沒問題,道格。我很高興能在這裡。 |
| Doug: |
 |
Well, let's get
down to business. We've been
receiving a lot of customer complaints recently.
We have to nip
this in the bud before it
gets out of hand. |
道格: |
嗯,言歸正傳。我們最近接到很多顧客抱怨。我們必須要防微杜漸。 |
| Cathy: |
 |
We sure do. So what, specifically, are the
complaints? |
凱西: |
我們一定得這樣做。明確地說,是什麼樣的抱怨? |
| Doug: |
 |
OK. We've spent hours looking at feedback
from both our Web site and our various stores
throughout the country. I've also gathered
valuable qualitative
data after listening to customers
myself. |
道格: |
好。我們花了好幾個小時看我們網站上及全國各分店的回函。在親自聽了顧客的意見之後,我也收集了極具參考價值的質化數據。 |
| Cathy: |
 |
And what have you found? |
凱西: |
那麼,你發現了什麼? |
| Doug: |
 |
There are two areas that need addressing.
The first is the length of time people are
having to stand in line at the checkout counter,
and the second is the time it takes to complete
an online transaction. |
道格: |
有兩個部份需要處理。一個是人們花在結帳櫃台排隊的時間長度,而另一個部份則是完成線上交易的時間。 |
| Cathy: |
 |
What!? I thought our cashiers were doing a
top-notch job. They're really friendly and
efficient. |
凱西: |
什麼!?我以為我們的收銀員是最頂尖的。他們真的很親切又有效率。 |
| Doug |
 |
That's not the issue here. Our customers value
speed. They want to get in and out of the
stores as fast as possible. They really don't
care how friendly the cashiers are. |
道格: |
那不是這裡討論的重點。我們的顧客重視速度。他們希望儘可能快速地進出這家店。他們其實並不在意店員是否親切。 |
| Cathy: |
 |
That's a very valid observation. Thanks for
bringing
that up.
What about our Web site? |
凱西: |
那是一個非常有效的觀察結果。謝謝你將之提出來。我們的網站如何? |
| Doug: |
 |
The general
consensus
is that our site is not user-friendly. I have
evidence that shows that about thirty percent
of all online transactions are uncompleted. |
道格: |
大多數人覺得我們的網站並不體貼使用者。我有數據顯示大約三成的線上交易並未完成。 |
| Cathy: |
 |
That's unacceptable. We will have to inform
both the Web-site team and store managers
of these findings. In the meantime, I would
like to arrange some more in-depth interviews
with some customers. |
凱西: |
真令人難以接受。我們必須將這些發現告知網站及各分店的管理團隊。同時,我要再多安排一些顧客來會談,做更深入的了解。 |
| Doug: |
 |
OK. I think that's a good idea. I'll get on
it right away. After all, we should always
listen to the most important people -- our
customers. |
道格: |
好。我認為那是個好主意。我立刻去安排。畢竟,我們永遠都必須聽從最重要的人──我們的顧客的意見。 |