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 attentively 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 excuse. 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(赠券) 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.
1.What does the passage mainly talk about?
A. Effects of customer complaints on business.
B. Tips for handling complaints from customers.
C. Importance of dealing with customer complaints.
D. Several factors resulting in customer complaints.
2.The author thinks that customer complaints _____________.
A. are easy to deal with
B. are sometimes beneficial
C. can actually be avoided
D. are really quite annoying
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. believable B. touching
C. attractive D. clever
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 impatiently.
高二英语阅读理解中等难度题
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 attentively 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 excuse. 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(赠券) 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.
1.What does the passage mainly talk about?
A. Effects of customer complaints on business.
B. Tips for handling complaints from customers.
C. Importance of dealing with customer complaints.
D. Several factors resulting in customer complaints.
2.The author thinks that customer complaints _____________.
A. are easy to deal with
B. are sometimes beneficial
C. can actually be avoided
D. are really quite annoying
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. believable B. touching
C. attractive D. clever
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 impatiently.
高二英语阅读理解中等难度题查看答案及解析
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(估计)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.
高二英语七选五中等难度题查看答案及解析
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(赠券) 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.
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.
2.The author thinks that customer complaints _____________.
A. are easy to deal with B. are really quite annoying
C. can actually be avoided D. are sometimes beneficial
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. touching B. believable C. attractive D. clever
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.
高二英语阅读理解中等难度题查看答案及解析
Premier Wen Jiabao has many important ______ of state to deal with.
A. affairs B. matter C. business D. thing
高二英语单项填空简单题查看答案及解析
Premier Wen Jiabao has many important______ of state ______ .
|
高二英语单项填空简单题查看答案及解析
You can never imagine what great trouble we have _______ the matter.
A. taken to deal with B. taken dealing with
C. took to deal with D. taking dealing with
高二英语单项填空困难题查看答案及解析
Tim: Hi, Susan. I've been wondering when I'd run into you. What are busy with?
Susan: Nice to meet you here, Tim. I'm buying some Christmas gifts for those 1. work with me, but it's really 2. headache.
Tim: Maybe I could give you some advice. Firstly, you should consider 3. (divide) them into different groups. Who are the people that are your friends as well as your workmates and who are the people you do not know well 4. see pretty much daily.
Susan: OK, then 5. should I do?
Tim: For the friends, you want to buy 6. personal gifts. Chocolate, for example.
Susan: This is what I always give, but I know one of my friends, Mary, is 7. a diet.
Tim: Does she like fruit or coffee? Anyway, think the gift that you know your friend likes.
Susan: Well, I think fruit is helpful to keep 8. (health). What about others?
Tim: You can send them cards.
Susan: Christmas cards?
Tim: Yes, you can afford them. More 9. (important), it reminds them that you're thinking of them.
Susan: Thank you for your suggestion, Tim. You 10. (help) me out.
高二英语其他题中等难度题查看答案及解析
---You don't so well, Betty. What's the matter with you?
---I’m going to have the first round of interview tomorrow, so I’m____.
A. feeling on cloud nine B. feeling hot under the collar
C. felling down in the dumps D. feeling butterflies in my stomach
高二英语单项填空中等难度题查看答案及解析
-- I am strongly against the plan.
-- No matter what you think of, I’m_______it.
A. in face of B. in search of C. in honour of D. in favour of
高二英语单项填空简单题查看答案及解析
– Do you think Jim can manage it on his own?
– ______. He is expert at dealing with such matters.
A. Take care B. I’m not sure
C. Don’t worry D. Don’t mention it
高二英语单项填空中等难度题查看答案及解析