Question

【題目】根據(jù)短文內(nèi)容，從短文后的選項(xiàng)中選出能填入空白處的最佳選項(xiàng)。選項(xiàng)中有兩項(xiàng)為多余選項(xiàng)。

Customer service refers to the way that companies behave towards their customers. 【1】 However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers. 【2】

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously.

【3】 You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆斷）and think that you know what the customers want.

【4】 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely. 【5】 Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A. Never or start speaking until they’ve finished.

B. You can bring in as many new customers as you want.

C. So customer service is important and you should know how to improve it.

D. Finding out the needs of the customers is another important customer service tip.

E. Making customers feel they are important is an excellent way to serve them better.

F. It’s the quality of service that determines whether the customer remains with the company.

G. More companies are finding that their customer service should not be limited to Stores.

Answer 1

【答案】

【1】F

【2】C

【3】D

【4】E

【5】A

【解析】

試題分析:文中論述了對(duì)于顧客是上帝的服務(wù)行業(yè)，提出了一些如何改善顧客與服務(wù)關(guān)系的建議。

【1】F考查對(duì)上下文的理解和推理判斷能力。根據(jù)Customer service refers to the way that companies behave towards their customers顧客服務(wù)指的是公司對(duì)顧客的行為，F(xiàn)選項(xiàng)It’s the quality of service that determines whether the customer remains with the company這個(gè)服務(wù)質(zhì)量決定了公司是否能留住顧客，符合，故選F。

【2】C考查對(duì)上下文的理解和推理判斷能力。根據(jù)that’s what makes customers angry, which is one of the reasons why companies lose their customers.這就是為什么顧客會(huì)生氣，也是公司會(huì)失去顧客的原因，C選項(xiàng)So customer service is important and you should know how to improve it所以顧客服務(wù)是很重要的，你必須知道如何改善它，符合，故選C。

【3】D考查對(duì)上下文的理解和推理判斷能力。根據(jù)You need to ask the customers the right kind of questions and think of the possible solutions which you can provide.你需要知道顧客的問(wèn)題所在，并且想好可能的解決方法，D選項(xiàng)Finding out the needs of the customers is another important customer service tip.找到顧客的需求是一個(gè)重要的改善顧客服務(wù)的一個(gè)貼士，符合，故選D。

【4】E考查對(duì)上下文的理解和推理判斷能力。根據(jù)the best way to do that is using their first name and finding ways of praising them in a sincere way.最好的方法是使用他們的姓來(lái)稱(chēng)呼他們，并且真心的贊揚(yáng)他們，E選項(xiàng)Making customers feel they are important is an excellent way to serve them better使顧客知道他們是重要的是一個(gè)極好的更好服務(wù)顧客的方式，符合，故選E。

【5】A考查對(duì)上下文的理解和推理判斷能力。根據(jù)If the customers are angry, let them express their anger completely. 如果顧客生氣，讓他們表達(dá)自己的氣憤之情，Once they’ve finished speaking, try to calm them down by apologizing.等他們結(jié)束了說(shuō)話(huà)，就跟他們道歉讓他們冷靜下來(lái)，A選項(xiàng)Never interrupt or start speaking until they’ve finished.千萬(wàn)別打斷他們，只有等到他們講完你才能開(kāi)始講話(huà)，符合，故選A。