No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(贈券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
小題1:What does the passage mainly talk about?
A．Importance of dealing with customer complaints.
B．Effects of customer complaints on business.
C．Tips for handling complaints from customers.
D．Several factors resulting in customer complaints.
小題2:The author thinks that customer complaints _____________.
A．a(chǎn)re easy to deal withB．a(chǎn)re really quite annoying
C．can actually be avoidedD．a(chǎn)re sometimes beneficial
小題3:The underlined word “authentic” in Paragraph 3 most probably means _______.
A．touchingB．believableC．a(chǎn)ttractiveD．clever
小題4:According to the passage, what is the first thing you should do when facing the customer complaints?
A．Showing sincere attitude.
B．Making an honest apology.
C．Making an absolute promise.
D．Listening to the complaint attentively.

小題1:C
小題2:D
小題3:B
小題4:D

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。
小題1:主旨大意題。第一段最后一句提出主題后，下文接著分段介紹了五條處理顧客投訴的方法，由此判斷正確答案為C項。故選C。
小題2:推理判斷題。根據(jù)第一段第二句和最后一段可判斷作者認為顧客的投訴有時是有益的。故選D。
小題3:詞意猜測題。由該句后的“…not an empty exercise.”可判斷作者認為道歉要“可信”， 而非空洞。故選B。
小題4:細節(jié)理解題。由第二段可推斷作者認為處理顧客投訴的第一步就是要認真傾聽對方的投訴。故選D。
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科目：高中英語 來源：不詳 題型：閱讀理解

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小題1:
A．MelissaB．CharlieC．AustinD．Keri
小題2:
A．husbandB．nurseC．doctorD．wife
小題3:
A．soonerB．fasterC．laterD．earlier
小題4:
A．somethingB．a(chǎn)nythingC．everythingD．nothing
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A．youngB．tinyC．bigD．sick
小題6:
A．startedB．stoppedC．delayedD．continued
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A．insideB．outsideC．besideD．with
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A．a(chǎn)rrivalB．a(chǎn)pprovalC．deathD．survival
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A．hello toB．sorry toC．goodbye toD．yes to
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A．putB．focusedC．tookD．had
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A．steadilyB．fastC．slowlyD．soon
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A．heartbeatB．mouthC．blood D．temperature
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A．washB．liveC．dieD．eat
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A．howeverB．thereforeC．meanwhileD．otherwise
小題15:
A．secondB．minuteC．hourD．day
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A．friendsB．sistersC．relativesD．parents
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A．cryingB．waitingC．sittingD．sleeping
小題18:
A．unsatisfiedB．unacceptableC．normalD．excellent
小題19:
A．losingB．gettingC．makingD．pouring
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科目：高中英語 來源：不詳 題型：完形填空

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小題1:
A．receivedB．rewrittenC．returnedD．reread
小題2:
A．recordB．promiseC．friendshipD．secret
小題3:
A．a(chǎn)n exampleB．a(chǎn) lessonC．a(chǎn)n experienceD．a(chǎn) talk
小題4:
A．throughB．togetherC．a(chǎn)longD．a(chǎn)way
小題5:
A．brothersB．childrenC．fellowsD．classmates
小題6:
A．normalB．necessaryC．pleasantD．possible
小題7:
A．deepenB．startC．expressD．settle
小題8:
A．touredB．stopped C．reachedD．moved to
小題9:
A．lostB．kept inC．neededD．got in
小題10:
A．thinkB．writeC．enjoyD．read
小題11:
A．drivenB．beatenC．surprisedD．honored
小題12:
A．neverB．seldomC．sometimesD．once
小題13:
A．realized B．judgedC．thoughtD．expected
小題14:
A．wellB．oftenC．muchD．soon
小題15:
A．laterB．a(chǎn)nyhow C．tooD．a(chǎn)gain
小題16:
A．us B．a(chǎn)nyoneC．someoneD．my brother
小題17:
A．mail servicesB．transport servicesC．phonesD．relative
小題18:
A．poor B．easy C．popularD．busy
小題19:
A．believeB．decideC．a(chǎn)rgueD．forget
小題20:
A． habitB．choiceC．methodD．plan

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