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】__.

You should listen actively to what the customer has to say by maintaining comfortable eye contact. _【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 assure the customer you’ll do something about his complaint.

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.

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.

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

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

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

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

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

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

Answer 1

【答案】

【1】E

【2】G

【3】C

【4】B

【5】D

【解析】

試題分析：文章是關于顧客投訴的。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映出許多問題，因此，有效地處理投訴很重要。

【1】E根據(jù)空格前一句：陳述投訴的意義；空格后一句：講述如何處理。因此本空選E項，起承上啟下的作用。

【2】G 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力,do understand him by giving full attention銜接自然。

【3】C根據(jù)下文的your apology must appear sincere to the customer, and not an empty excuse. 你對顧客的道歉一定要真誠而不是一個空洞的借口。And also you should show the customer you’ve accepted the responsibility and provide him with choices。你也應該展示給顧客你已經(jīng)接受責任并且提供給他選擇。可知C項做本段的中心句。

【4】B 由下文一句可知談論的是解決辦法及時間問題。因此可知此空要表達的意思是：你將有時候無法立即解決這個問題。故選B。

【5】D 上文建議制定一套應對顧客投訴的程序，此處應講其意義所在。故選D。