If the service is awful, a customer has the r...

If the service is awful, a customer has the right to 　　　　　　 to the manager.

A. react　　 B. apply

C. complain　　 D. suggest

高三英语单项填空中等难度题查看答案及解析

Business is the organized approach to providing customers with the goods and services they want. The word business also refers to an organization that provides these goods and services. Most businesses seek to make a profit（利润）— that is, they aim to achieve income that is more than the costs of operating the business. 　　 1.　　 Commonly called nonprofits, these organizations are primarily nongovernmental service providers. 　　 2.　　 .

Business management is a term used to describe the techniques of planning, direction, and control of the operations of a business. 3. . One is the establishment(制定) of broad basic policies with respect to production; sales; the purchase of equipment, materials and supplies; and accounting.　　 4.　　 .The third relates to the establishment of standards of work in all departments. Direction is concerned primarily with supervision(监管) and guidance by the management in authority. 　 5.　 .

A. Control includes the use of records and reports to compare actual work with the set standards for work.

B. In this connection there is the difference between top management and operative management.

C. Examples of nonprofit businesses include such organizations as social service agencies and many hospitals.

D. However, some businesses only seek to earn enough to cover their operating costs.

E. The second aspect relates to the application of these policies by departments.

F. In the theory of business management, organization has two main aspects.

G. Planning in business management has three main aspects.

高三英语其他题中等难度题查看答案及解析

Business is the organized approach to providing customers with the goods and services they want. The word business also refers to an organization that provides these goods and services. Most business seek to make a profit(利润) - that aim to achieve income that is more than the costs of operating the business. ________1.________ Commonly called nonprofits, these organizations are primarily nongovernmental service providers. ________2.________ .

Business management is a term used to describe the techniques of planning, direction, and control of the operations of a business. ________3.________ One is the establishment (制定)of broad basic policies with respect to production; sales; the purchase of equipment, materials and supplies; and accounting. ________4.________ The third relates to the establishment of standards of word in all departments. Direction is concerned primarily with supervision(监管)and guidance by the management in authority. ________5.

A．Control includes the use of records and reports to compare actual work with the set standards for work.

B．In this connection there is the difference between top management and operative management.

C．Examples of nonprofit business include such organizations as social service agencies and many hospitals.

D．However, some businesses only seek to enough to cover their operating costs

E. The second aspect relates to the application of these policies by departments.

F. In the theory of business management, organization has two main aspects.

G Planning in business management has three main aspects.

高三英语其他题困难题查看答案及解析

In the more and more competitive service industry , it is no longer enough to promise customer satisfaction. Today , customer “delight” is what companies are trying to achieve in  order to keep and increase market share.

It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal

New challenges for customer care have come when people can obtain  goods and services through  telephone call centers and the Internet. For example , many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customer feel they know you and that you can trust— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

Recommended ways of creating customer delight include: under-promising and over-delivering  (saying that a repair will be carried out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regular customers ;and always returning calls ,even when they are complaints.

Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”) , and possible solutions (replacement , compensation or whatever fairness suggests best meets the case).

Airlines face some of the toughest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather , unclaimed luggage and technical problems .

For British Airways staff , a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly , with their name , job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.

British Airways also says its customer care policies are applied within the company and staff  are taught to regard each other as customers requiring the highest standards of service.

Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other hand , the more customers are promised, the greater the risk of  disappointment.

1.We can learn from Paragraph 2 that ________.

2.The writer mentions “phone rage”(Paragraph 3) to show that ________.

3.If a manager should show his empathy (Paragraph6), what would he probably say?

4. Customer delight is important for airlines because ________.

5.Which of the following is conveyed in this article?

高三英语阅读理解中等难度题查看答案及解析

Apple has given in to intense pressure from Chinese state media about its customer service practices, ________  to consumers in its second-largest market.

A．apologizing        B．apologize          C．having apologized   D．to apologize

高三英语单项填空中等难度题查看答案及解析

Apple has given in to intense pressure from Chinese state media about its customer service practices, ________  to consumers in its second-largest market.

A．apologizing        B．apologize          C．having apologized   D．to apologize

高三英语单项填空中等难度题查看答案及解析

I sometimes wonder if old Finchley has the right personality to be a research scientist. He keeps asking when he’ll be coming back. After all, it was his own fault. Nobody tries out what has just been invented on themselves any more but Finchley. Well, he must have pumped about a thousand c. c. s into himself before I noticed he was clearly becoming smaller.

It was funny watching him, because his clothes remained the same in size. They simply piled up around him so that he looked like a small boy in his father’s clothes. But he kept getting smaller and smaller. As my colleague Dawson and I watched him, he disappeared! All we could see was Finchley’s clothes on the floor. They looked so strange, because the lab coat was on top, shirt and trousers inside and, I suppose, underclothes inside again. It gave me a strange feeling, and I think Dawson was a bit shaken, too.

Dawson was sitting on his chair in front of a microscope he’d been using to examine a family of mites(螨虫). He looked through the scope kind of absently again, and was nearly scared to lose awareness when he found old Finchley waving back from the other end.

It seems as if Finchley had taken a free ride on a dust mite and landed on the land of the mite family. Of course, we didn’t know till Finchley told us later. But anyhow, as I said, Dawson nearly passed out. He jumped off his chair and pointed at the microscope, to shocked to speak.

1.Finchley disappeared because ________.

A. he took something poisonous

B. he was changed into a dust mite

C. his father’s clothes totally covered him up

D. what he and his colleagues invented resulted in his disappearace

2. It frightened Dawson to see Finchley _______.

A. got into his scope by accident          B. was waving through his telescope

C. suddenly got lost in his clothes        D. gradually disappeared in the lab

3. It can be inferred that Finchley, Dawson and the writer have possibly invented _____.

A. some kind of medicine               B. a new powerful microscope

C. a machine to make people small          D. a new way to make a culture of mite

4. It can probably be concluded that Finchley ________.

A. passed out there and then               B. is not fit to be a scientist

C. is a devoted scientist                  D. will remain tiny all the time

高三英语阅读理解中等难度题查看答案及解析

If we had phoned the rescue service in time, we ________ on the motorway right now.

A. weren’t trapped

B. wouldn’t be trapped

C. hadn’t been trapped

D. wouldn’t have been trapped

高三英语单项填空中等难度题查看答案及解析

1.Services should be run to suit the __________ (方便) of the customer, not the staff.

2.I was looking forward to working under her expert __________ (指导).

3.Don’t __________ (犹豫) to contact me if you need any more information.

4.For your own __________ (安全), please keep away from the tiger cage.

5.My father is pretty __________ (流利) in Italian.

6.Miller was a quiet and __________ (rely) man.

7.One by one, the applicants left the interviewer’s office with __________ (disappoint) looks on their faces.

8.He was charged with his __________ (honest).

9.They got __________ (stick) in the traffic jam.

10.Many elderly people expressed a strong __________ (prefer) to live in their own homes.

高三英语完成句子中等难度题查看答案及解析

_____ to improving services, we will provide customers with all the information they need.

A. Being committed　　 B. Having committed

C. Committed　 　　　　　 D. Committing

高三英语单项填空中等难度题查看答案及解析