ashamed
accurate
adequate
attractive
第1题:
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.
Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.
21. Whom do angry customers tend to aim their dissatisfaction and complaints at?
A. Staff members.
B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should().
A. arg1e back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. The underlined sentence “Use your ears more than your mouth” means().
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
24. When dealing with an angry customer, which is NOT the right attitude?
A. Be concerned.
B. Be patient.
C. Be amused.
25. Which of the following statements is true according to the passage?
A. When the customers complain, you needn't listen carefully.
B. You needn't say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
参考答案:21-25:ACBCC
第2题:
Write a composition of at least 150 words based on the folio-wing picture.You should describe the picture, give your opinion on the topic, and use specific reasons and Ior examples to support yourself.Write your answers on the ANSWER SHEET.
第3题:
第4题:
What are some of the questions you should ask yourself when analyzing your existing Domino NSF application for modernizing with XPages?()
第5题:
say
talk
tell
speak
第6题:
第7题:
made you dislike
to let you admire
have you hate
you distaste for
第8题:
第9题:
All of the below
How much UI code do you have?
How complex are your subs and functions?
How do you use Rich Text, if any at all?
第10题:
stay near the middle of the channel
keep to the starboard side of any vessels you meet
exchange whistle signals with any other vessels in the channel
keep to the side of the channel which lies to your starboard
第11题:
第12题:
第13题:
A.lead
B.clue
C.thread
D.deeds
第14题:
第15题:
Do you think I could borrow your dictionary?()
AYes, you may borrow
BYes, you could
CYes, go on
DYes, help yourself
第16题:
behave
make
perform
take
第17题:
resent
relay
repeal
reproach
第18题:
prepare
prepared
be prepared
are prepared
第19题:
ventilate the quarters as much as possible
prepare to abandon ship
close all ventilation to the quarters if possible
attempt to put the fire out yourself before sounding the alarm
第20题:
on the windward side of the opening
on the leeward side of the opening
at a right angle to the wind direction
so that the obstruction of your body will protect you from the fumes
第21题:
第22题:
Yes, you may borrow
Yes, you could
Yes, go on
Yes, help yourself
第23题: