题目内容
Staff are allowed to take a ten-minute break every two hours to relax, use the bathroom or do ___________ else is necessary.
| A．something | B．anything | C．whatever | D．what |
C
解析
天天向上一本好卷系列答案
小学生10分钟应用题系列答案—Was it by cutting down staff are not diligent enough she saved the firm?
—No, it was by improving work efficiency．
| A．that; when | B．that; what | C．who; how | D．who; that |
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.
【小题1】We can learn from Paragraph 2 that .
| A．complaining customers are hard to satisfy |
| B．unsatisfied customers receive better service |
| C．Satisfied customers catch more attention |
| D．well-treated customers promote business |
| A．customers often use phones to express their anger |
| B．people still prefer to buy goods online |
| C．customer care becomes more demanding. |
| D．customers rely on their phones to obtain services |
| A．“I know how upset you must be.” |
| B．“I appreciate your understanding.” |
| C．“I’m sorry for the delay.” |
| D．“I know it’s our fault.” |
| A．their telephone style remains unchanged |
| B．they are more likely to meet with complaints |
| C．the services cost them a lot of money |
| D．the policies can be applied to their staff |
| A．Face-to-face service creates comfortable feelings among customers. |
| B．Companies that promise more will naturally attract more customers. |
| C．A company should promise less but do more in a competitive market. |
| D．Customer delight is more important for airlines than for banks. |
Welcome to the Ambassador Hotel. To make your stay as enjoyable as possible, we hope you will use our facilities（设施） to the full.
Dining Room
Breakfast is served in the dining mom from 8 to 9:30 a.m.. Alternatively, the room staff will bring a breakfast tray to your room at any time after 7 a.m., if you place an order for it by telephone. In this case, please fill out a card and hang it outside your door when you go to bed. Lunch: 12:00 to 2:30 p.m.
Dinner: 7:30 to 9 p.m.
Telephone:48752
Room Service
This operates 24 hours a day. Phone the Reception Desk, and your message will be passed on to the room staff.
Telephone: 48759
Telephone
To make a telephone call, dial 0 for Reception and Laundry (洗衣店), and ask to be connected. We apologize for delays in putting calls through when the staff are very busy. There are also public telephone booths(电话亭)near the Reception Desk. Early calls should be booked with Reception.
Shop
The hotel shop is open for souvenirs（纪念品）, gifts and toiletries（化妆品）from 9 a.m. to 5:30p.m.
Telephone: 48687
Laundry
We have a laundry on the premises（附属）and will wash, iron and return your clothes within 24 hours. Ask the room staff to phone the laundrymen to collect them.
Telephone: 48867
Bar
The hotel bar is open from 12 to 2 p.m., and 7 p.m. to 2 a.m.. The Reception staff will cash cheques and exchange money in many foreign currencies（货币）.
【小题1】The announcement(通知) mainly gives us information about ________.
| A．facilities in the hotel |
| B．providing passengers all kinds of service |
| C．the ways of serving |
| D．carrying out the promise of the hotel |
| A．you should keep silent when walking past the room |
| B．the passenger of the room is taking a rest |
| C．the waiters mustn’t enter the room |
| D．any visitors won’t bother the hotel guest |
| A．Go to the hotel shop. |
| B．Go to the hotel bar. |
| C．Give a message to the waiter. |
| D．Phone Reception |