Question

【題目】七選五

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(估計(jì)) 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】

試題分析：文章是關(guān)于顧客投訴的。無論經(jīng)營哪一行業(yè)，都需要處理顧客遇到的問題。消費(fèi)者的投訴往往會(huì)反映出許多問題，因此，有效地處理投訴很重要。

【1】E根據(jù)上句：對(duì)組織的修改和進(jìn)一步提高來說，投訴可以是一個(gè)偉大的信息來源�？芍�下句：有效處理顧客抱怨是很重要的。上文陳述投訴的意義，下文講述如何處理。因此本空選E項(xiàng)，起承上啟下的作用。

【2】G根據(jù)You should listen actively可知面對(duì)投訴不僅要聆聽，更要給予足夠的注意力,do understand him by giving full attention銜接自然。故選G。

【3】C根據(jù)下文的your apology must appear sincere和show the customer you’ve accepted the responsibility and provide him with choices可知選C項(xiàng)作本段的中心句。

【4】B 根據(jù)下句：要是這樣的話，讓顧客知道對(duì)抱怨采取措施需要多長(zhǎng)時(shí)間是很重要的。 從這里可知談?wù)摰氖墙鉀Q辦法及時(shí)間問題。故選B。

【5】D上文建議制訂一套應(yīng)對(duì)顧客投訴的程序，此處應(yīng)講其意義所在。故選D。

【名師點(diǎn)撥】

做好閱讀填空題的關(guān)鍵

1.文章的語句間的組合，除了從語句間的意義關(guān)系分析外，還可借助句子之間的連接性詞語來把握，因?yàn)檫B接性詞語能表明這個(gè)語段句與句之間、層與層之間的基本關(guān)系是承接關(guān)系（如so, therefore, thus, , as a result等）、平列關(guān)系（如first, second, third…;firstly, secondly, thirdly…; first, next,then…; in the first place, in the second place…; for one thing, for anotherthing…;to begin with, to conclude等）比如第36小題，根據(jù)上句：對(duì)組織的修改和進(jìn)一步提高來說，投訴可以是一個(gè)偉大的信息來源�？芍�下句：有效處理顧客抱怨是很重要的。上文陳述投訴的意義，下文講述如何處理。因此本空選E項(xiàng)，起承上啟下的作用。

2.近義詞、同義詞以及同根詞在做題中的運(yùn)用。

__38__.It’s important for you to know that your apology must appear sincere to the customer,和C選項(xiàng)When receiving a complaint, you should apologize for the failure the customer has identified.