有关顾客满意与不满意结果应在条目7.2中报告。
N5. Your customer satisfaction and dissatisfaction results should be reported in Item 7.2.
在与顾客接触的时候，你就具有使顾客满意或者不满意的能力。
You have the ability to either satisfy or dissatisfy them when you contact them.
能够发现引起客人满意或不满意的主要原因，并保证能够及时与相关人沟通信息。
To be able to uncover the major causes of satisfaction and dissatisfaction, and ensuring that the information is communicated to actors further up the hierarchy.
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