题目内容
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.
1.B
2.B
3.A
4.A
【解析】
试题分析：这是一篇介绍顾客投诉处理技巧的文章。
1.概括全文题。第一段引出，客户投诉是很重要的商业信息，有效处理客户投诉非常重要。后面5段，介绍了5个处理客户投诉的小技巧。最后一段，强调只要处理好客户投诉，将在市场上葆有竞争优势。文章主要阐述的是如何处理客户投诉，故选B。
2.题。Complaints can be a great source of information for the organizations. 对组织而言，投诉是很好的信息来源。客户投诉有时是有益的，故选B。
3.题。It’s important for you to know that your apology must appear authentic to the customer, and not an empty excuse.道歉必须让客户信服，不要出现苍白的借口。了解这些是很重要的。选A。
4.。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.首先，不打断顾客，认真倾听，与顾客进行舒适的眼神交流，给予顾客充分重视。你还需要让顾客感受到被理解。接到顾客投诉的第一件事情就是表明一个真诚的态度，故选A。
考点：考查议论文阅读
口算题卡加应用题集训系列答案
综合自测系列答案Many people often lose their chance to live life to the fullest because of procrastination, which means that they always delay（拖延）doing something that must be done at once. Moreover, because they often put off their plans till “tomorrow”, they are less likely to achieve their goals and will give up their dreams and goals finally. As a result, we can say that procrastination is the enemy of a progressive lifestyle.
Now that we know procrastination is something bad, why do some people not take immediate action? Well, there are some things that result in procrastination. Depending on someone else rather than doing by oneself is one of the things. Whenever you wait for something to happen before you act, you make it easier to delay your goals and dreams until “someday”. Another cause of procrastination is that people do not value each moment in their day. Actually, it’s surprising how much you can do if you just decide to do little things with the little time you have. Also those who often procrastinate can always find a good reason for something they refuse to do at once.
If you are one of those who often delay, then it’s time for you to make a decision to act now because things happen only when we decide to act. Get down to doing something like losing weight, saving money or spending more time with family. Don’t let these things continue to be a desire（欲望）for you to do “someday”, but make a decision to do it now.
Once you have made your decision, write down the plan and take action immediately. Making plans can help you think carefully about how you are going to do what you need to do. After understanding how to do what you want to do, get doing with the plan. It doesn’t matter how small the move you make is as the little things you do accumulate（累积）over time and move you to be closer to your goals. So, don’t wait until tomorrow; instead, start now! Just make use of every moment you have to do something that is helpful in realizing your dreams and goals.
Here is a challenge that will also move you to be closer to your dreams and goals if taken seriously. Make a list of ten things you have been putting off. It could be anything from getting a health examination, calling a friend or family member, to getting the car fixed and cleaning out the garbage, etc. And then try to develop the habit of doing them immediately!
Stay away from procrastination | ||
Paragraph outline | Supporting details | |
Problems with procrastination | Procrastination can make one1. to live life to the fullest. Procrastination can 2. one from achieving his goals. Some people don’t make progress just because of procrastination. | |
3. why people procrastinate | People who delay doing things are usually not 4. because they always ask for help from others. People don’t realize that each 5. in a day is very valuable. Procrastination also has something to do with making6. . | |
Ways to stop procrastination | Make a decision. | If you want to do something, do it 7. and never just desire it. |
Plan and act. | By making a plan, you 8. how to do what you need to do. Spend your time doing those 9. things. | |
Make a list. | List ten things you like to delay. Make it a(n) 10. to finish them on time. | |