No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.

    Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.

    Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.

    Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.

    Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.

    Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(贈(zèng)券) for a free drink or movie is fine.

Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.

1.What does the passage mainly talk about?

A. Importance of dealing with customer complaints.

B. Effects of customer complaints on business.

C. Tips for handling complaints from customers.

D. Several factors resulting in customer complaints.

2.The author thinks that customer complaints _____________.

A. are easy to deal with                   B. are really quite annoying

C. can actually be avoided                 D. are sometimes beneficial

3.The underlined word “authentic” in Paragraph 3 most probably means _______.

A. touching        B. believable          C. attractive         D. clever

4.According to the passage, what is the first thing you should do when facing the customer complaints?

A. Showing sincere attitude.

B. Making an honest apology.

C. Making an absolute promise.

D. Listening to the complaint attentively.

 

【答案】

 

1.C

2.D

3.B

4.D

【解析】

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

1.主旨大意題。第一段最后一句提出主題后，下文接著分段介紹了五條處理顧客投訴的方法，由此判斷正確答案為C項(xiàng)。故選C。

2.推理判斷題。根據(jù)第一段第二句和最后一段可判斷作者認(rèn)為顧客的投訴有時(shí)是有益的。故選D。

3.詞意猜測(cè)題。由該句后的“…not an empty exercise.”可判斷作者認(rèn)為道歉要“可信”， 而非空洞。故選B。

4.細(xì)節(jié)理解題。由第二段可推斷作者認(rèn)為處理顧客投訴的第一步就是要認(rèn)真傾聽(tīng)對(duì)方的投訴。故選D。

考點(diǎn)：商業(yè)類(lèi)短文閱讀

 

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