Question

【題目】No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. 【1】

1.You should listen actively to what the customer has to say by maintaining comfortable eye contact. 【2】

2. 【3】 It’s important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you’ve accepted the responsibility and provide him with choices or you’ll do something about his complaint.

3.Talk with the client and discover the best means to resolve his problem. 【4】 In this case it’s important to let your customer know an estimation(估計)of how long it will take to take action on his complaint.

4.A simple “thank you” is one way to let the customer know you appreciate the time and effort they’ve taken to inform you about a problem with your company’s service or product that you need to know about.

5.Create a procedure for recording different types of customer complaints. 【5】

A. They are a valuable source of information to determine various root causes that need to be addressed within your company.

B. You should also show your customer that you do understand him by giving full attention.

C. When you have received a complaint, you should apologize for the failure the customer has identified.

D. Listen to your customer’s complaints and you can improve your service.

E. So it’s important to learn to deal with customer complaints efficiently.

F. Don’t feel ashamed of the failure in your service or products.

G. There will be times when you’ll be unable to resolve the issue immediately.

Answer 1

【答案】

【1】E

【2】B

【3】C

【4】G

【5】A

【解析】

試題分析：文章是關(guān)于顧客投訴的。無論經(jīng)營哪一行業(yè)，都需要處理顧客遇到的問題。消費者的投訴往往會反應(yīng)出許多問題，因此，有效地處理投訴很重要。

【1】E考查對上下文的理解和推理判斷能力。根據(jù)上句，對組織的修改和進一步提高來說，投訴可以是一個偉大的信息來源�？芍�下句，有效地處理顧客抱怨是很重要的。上文陳述投訴意義，下文講述如何處理。因此本空選E, 起承上啟下的作用。

【2】B考查對上下文的理解和推理判斷能力。根據(jù)You should listen actively可知面對投訴不僅要聆聽，更要給予足夠的注意。do understand him by giving full attention銜接自然，故選B.

【3】C考查對上下文的理解和推理判斷能力。根據(jù)下文的your apology must appear sincere和show the customer you’ve accepted the responsibility and provide him with choices可知應(yīng)選C項作為本段的中心句。

【4】G考查對上下文的理解和推理判斷能力。根據(jù)下句：要是這樣的話，讓顧客知道對抱怨采取措施需要多長時間是很重要的。從這里可知談?wù)摰氖墙鉀Q辦法及時間問題。故選G.

【5】A考查對上下文的理解和推理判斷能力。上文建議制定一套應(yīng)對顧客投訴的程序。此處應(yīng)講其意義所在。故選A.