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The holidays can feel like a test of your mastery of the seasonal arts of shopping and -- unfortunately -- complaining. 节假日感觉就像是对你的节日购物技巧以及──不幸的是──投诉技巧掌握程度的检验。 It's crunch time for gift buyers, the week when stores and websites see a surge in sales, and with it comes more potential for problems and frustrations. The multitude of ways to do holiday shopping -- in stores, online, from a smartphone -- poses new challenges for shoppers and stores. Whether it's faulty merchandise, the wrong price or shipping that is too slow, time-starved customers want a resolution and they want it fast. 对选购礼品者而言，这是一个紧要时期。在这前后的一周时间中，各大商场和购物网站的销售量迅速上升，出现问题及令人失望事件的可能性也随之升高。进行节日购物的众多方式──逛实体店、网络购物及通过智能手机购物──给消费者和商家带来了新挑战。无论是买到次品、价格弄错还是送货太慢的问题，时间宝贵的消费者都希望问题得到解决，而且是迅速解决。 Luxury and mid-price department stores increasingly see customer service as their main attraction and the best way to draw in shoppers from discount stores and online sellers. 'We spend a lot of time, money and energy attracting new customers,' says Richard Baker, chief executive of Hudson's Bay Co., owner of Saks Fifth Avenue and Lord & Taylor. 'The last thing we want to do is, after all that work, lose a customer over a bad experience.' | 
