Day25 We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers
The following appeared in a memo from the customer service division to the manager of Mammon Savings and Loan：
“We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers.We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three.By opening for business at 8：30 instead of 9：00，and by remaining open for an additional hour beyond our current closing time，we will be better able to accommodate the busy schedules of our customers.These changes will enhance our bank’s image as the most customer-friendly bank in town and give us the edge over our competition.”
Discuss how well reasoned you find this argument.In your discussion be sure to analyze the line of reasoning and the use of evidence in the argument.For example，you may need to consider what questionable assumptions underlie the thinking and what alternative explanations or counterexamples might weaken the conclusion.You can also discuss what sort of evidence would strengthen or refute the argument，what changes in the argument would make it more logically sound，and what，if anything，would help you better evaluate its conclusion.
文勇五问：
（1）本题中，事实是什么？结论是什么？“We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers.”是事实，“We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three.By opening for business at 8：30 instead of 9：00，and by remaining open for an additional hour beyond our current closing time.”是结论，值得反驳吗？
（2）一个方法有效，是否意味着它一定是最好的方法？你能罗列几个其他能够增加银行竞争力、吸引新顾客的方法吗？例如：调高存款利息，提供有竞争力的金融产品。
（3）原文之中是否提及了客户对等待时间表示不满？如果没有，我们能否简单地判定缩短等待时间就能够提高客户的满意程度吗？
（4）原文中是否提及了客户对营业时间表示不满？如果没有，我们能否简单地判定延长营业时间就能够提高客户的满意程度吗？
（5）即使客户的确对等待时间和营业时间有意见，就一定代表实行文中所提及的这两项改善政策能让我们成为“the most customer-friendly bank”？其他银行的等待时间是多长？营业时间是几点到几点？等待时间和营业时间是需要改善和可以着手改善的全部吗？在其他方面，我们是怎么做的？竞争对手又是怎么做的？
写一写，练一练
