Question

【题目】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(估计) 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】

试题分析：文章是关于顾客投诉的。无论经营哪一行业，都需要处理顾客遇到的问题。消费者的投诉往往会反映出许多问题，因此，有效地处理投诉很重要。

【1】E根据空格前一句：陈述投诉的意义；空格后一句：讲述如何处理。因此本空选E项，起承上启下的作用。

【2】G 根据You should listen actively可知面对投诉不仅要聆听，更要给予足够的注意力,do understand him by giving full attention衔接自然。

【3】C根据下文的your apology must appear sincere to the customer, and not an empty excuse. 你对顾客的道歉一定要真诚而不是一个空洞的借口。And also you should show the customer you’ve accepted the responsibility and provide him with choices。你也应该展示给顾客你已经接受责任并且提供给他选择。可知C项做本段的中心句。

【4】B 由下文一句可知谈论的是解决办法及时间问题。因此可知此空要表达的意思是：你将有时候无法立即解决这个问题。故选B。

【5】D 上文建议制定一套应对顾客投诉的程序，此处应讲其意义所在。故选D。