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) 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.

練習(xí)冊系列答案
相關(guān)習(xí)題

科目：高中英語 來源：2015-2016學(xué)年湖南省婁底市名校高一上學(xué)期期末考試英語試卷（解析版） 題型：閱讀理解

A

Eve was waiting in the corridor outside her class．She was feeling sick．She had two exams that day and physics was first．She really hated physics．It was her worst subject．Lisa looked back at her, and then looked away quickly．Eve thought she looked guilty．She didn't have a problem with physics．She didn't have a problem with anything..．Miss Perfect!

“Hi, Eve! So what's wrong with you and Lisa?”asked Tina,“I thought you were friends.”“Yes, so did I,” said Eve.“But she hasn't spoken to me for two weeks now．She promised to help me review for the physics exam too, but then she's ignored（忽略）all my calls and texts.”

While in the exam, Eve found Lisa was holding her phone on her knee under the table and reading from it．Eve couldn’t believe it! Is that how Lisa always got such good grades? She thought about telling the teacher, but she hesitated．The next exam was history．That was Eve’s favorite subject but she couldn't concentrate．She didn't know what to do about Lisa．Just then, Mr．Reed, their teacher, walked past．“Mr．Reed…”

Lisa was called to the teachers' office and there waited Mr．Reed…

The history test was over．Eve was walking towards the school gate when she heard footsteps behind her．It was Lisa．Eve could see that she had been crying．“Listen,” said Lisa．“I'm really sorry I haven't answered your calls, but my dad had a heart attack two weeks ago and he's in hospital．He had a big heart operation today and I was very worried about him．So I was reading texts from my mum, but Mr．Reed caught me．He thought I was cheating．He believes me now, but I have to take the exam again．I'm sorry I didn't tell you what was happening．Will you forgive me?”

1.The reason for Eve's feeling sick is most probably that _______.

A．she found Lisa was looking back at her

B．she had to take two exams within one day

C．she was worried about the physics exam

D．she had been waiting for too long a time

2.Lisa didn't help Eve review for the physics exam because _______.

A．she had to look after her sick father

B．she herself was quite bad at physics

C．she didn't consider Eve as a true friend

D．she was selfish and hated to waste time

3.At the end of the story Eve probably felt _______.

A．confident and optimistic

B．regretful and sorry

C．sad and angry

D．glad and inspired

4.What lesson can we learn from this passage?

A．A friend in need is a friend indeed.

B．A life without a friend is a life without sun.

C．Old friends and old wines are the best.

D．Friendship should be based on trust.

查看答案和解析>>

科目：高中英語 來源：2015-2016學(xué)年廣東廣州四校聯(lián)考高二上學(xué)期期末英語試卷（解析版） 題型：單項(xiàng)填空

Johnson, _________ for months to find a job, finally took a position at a local advertising agency.

A. to struggle B. struggling

C. struggled D. having struggled

查看答案和解析>>

科目：高中英語 來源：2015-2016學(xué)年廣東廣州四校聯(lián)考高二上學(xué)期期末英語試卷（解析版） 題型：單項(xiàng)填空

The machine is of good quality. If it __________ break down within the first year, we would repair it at our expense.

A. would B. shouldC. could D. might

查看答案和解析>>

科目：高中英語 來源：2015-2016學(xué)年廣東廣州四校聯(lián)考高二上學(xué)期期末英語試卷（解析版） 題型：閱讀理解

If you are sending a text, watching the TV or listening to the radio, you may want to stop and give this your full attention. Multi-tasking shrinks (萎縮) the brain, research suggests.

A study found that men and women who frequently used several types of technology at the same time had less grey matter in a key part of the brain. University of Sussex researchers said, “Simultaneously using mobile phones, laptops and other media devices could be changing the structure of our brains.”

The finding follows research which has linked multi-tasking with a shortened attention span, depression, anxiety and lower grades at school. The researchers began by asking 75 healthy men and women how often they divided their attention between different types of technology. This could mean sending a text message while listening to music and checking email, or speaking on the phone while watching TV and surfing the web. The volunteers were then given brain scans which showed they had less grey matter in a region called the anterior cingulate cortex (ACC). The findings held even when differences in personality were taken into account.

The study, published in the journal PLOS ONE, is the first to make a link between multi-tasking and the structure of the brain.

Researcher Kep Kee Loh said, “Media multi-tasking is becoming more common in our lives today and there is increasing concern about its impacts on our cognition and social-emotional well-being.”

He added that more research is needed to prove that multi-tasking shrinks the brain. This is because it is also possible that people with less grey matter in the ACC are more drawn to using lots of small devices simultaneously.

Scientists have previously demonstrated brain structure can be changed on prolonged exposure to new environments and experience. Other studies have shown that training — such as learning to juggle or taxi drivers learning the map of London — can increase grey-matter densities (密度) in certain parts. Experts have also warned of the harmful impact technology can have on our memory and attention span.

1.According to Kep Kee Loh, ________.

A. the link between multi-tasking and brain shrinkage needs further research

B. people with less grey matter in the ACC are more attracted to multi-tasking

C. multi-tasking has harmful impacts on our cognition and social-emotional well-being

D. multi-tasking leads to a shortened attention span, depression, anxiety and lower grades

2.Which of the following is NOT mentioned in the passage?

A. What multi-tasking is probably linked with.

B. How researchers draw inferences about multi-tasking.

C. How different health conditions affect brain structure.

D. Significance and limits of the research from University of Sussex .

3.The purpose of the passage is to ________.

A. compare the latest research with previous ones

B. prove the dangers of multi-tasking

C. inform readers of research on multi-tasking

D. discuss the benefits and problems of multi-tasking

查看答案和解析>>

科目：高中英語 來源：2016屆江西師范大學(xué)附屬中學(xué)高三上學(xué)期期末英語試卷（解析版） 題型：短文改錯

書面表達(dá)

隨著高考的臨近，最近部分高三學(xué)生選擇在家復(fù)習(xí)而不來學(xué)校學(xué)習(xí)。假定你是李華，你的朋友Tom在美國一所中學(xué)就讀，你給他去信探討這一現(xiàn)象，信的內(nèi)容要點(diǎn)如下：

1.闡述這種現(xiàn)象；

2.表達(dá)你對這種現(xiàn)象的觀點(diǎn)及理由；

3.詢問美國是否有類似的情況。

注意：1.詞數(shù)100左右。

2.可以適當(dāng)增加細(xì)節(jié)以使行文連貫。

3.開頭語已給出。

Dear Tom,

I’m writing to discuss with you a phenomenon in our school. ____________________________

________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

________________________________________________________________________________________

Yours,

Li Hua

查看答案和解析>>

科目：高中英語 來源：2016屆江西師范大學(xué)附屬中學(xué)高三上學(xué)期期末英語試卷（解析版） 題型：閱讀理解

Years ago, the American writer Kurt Vonnegut often said there was one story that would always make a million dollars: Cinderella.

In Hollywood and in today’s economy, it is more like $70 million and that is just a start. “Cinderella” made that amount in ticket sales when it opened last weekend. But the merchandising deals linked to the movie are also hugely valuable.

So the artistic success of the film is open to debate. What is clear, however, is the movie’s business success. It is a hit in the theaters but it is also a hit in retail (零售). And Disney widened its usual market for “Cinderella” products.

There are products connected to the Disney film targeted not only at little girls, but women, too. For example, the famous shoe designer Jimmy Choo partnered with Disney to create a version of Cinderella’s “glass slippers” or shoes. You can buy them for about $5,000. At that price, you would not want to lose one at the ball, even if that is the way you get your prince. Several other shoemakers also accepted Disney deals to design versions of the famous footwear.

The makeup company MAC quickly sold all its products with official links to “Cinderella.” But lucky buyers were soon selling the products on the online marketplace eBay for many times the original price.

HSN is a popular television and online retailer (零售商) of jewelry, clothing and objects for the home. The marketer is now an exclusive seller of “Cinderella” products.

So, is there anything left for the children, those people we think of as the traditional audience for the age-old fairy tale? Yes, you can find toys and other children’s products at the American retailer JC Penney. Of course, you can also visit a Disney store.

Disney also produced an animated version of “Cinderella.” It came out in 1950 and is considered a classic. Which do you think the Disney company does better: live action (實(shí)景真人) or animated films? Post your thoughts in the comments section.

1.Products connected to the film “Cinderella” are generally aimed at ________.

A. toy retailers B. shoe designers

C. female consumers D. make-up producers

2.The film “Cinderella” is also a hit in retail because ________.

A. it has always been warmly welcomed by successful businessmen

B. huge profits were made in the sales of various “Cinderella” products

C. box-office profit is much larger than the derivatives (衍生產(chǎn)品) of the film

D. Disney produced both a live action and an animated version of the film

3.What could be the best title for this passage?

A. “Cinderella” Is a Big Hit in the Theaters.

B. Two Different Versions of “Cinderella”.

C. Debates on the Artistic Success of “Cinderella”.

D. “Cinderella” Is More than Just a Movie for Kids.

查看答案和解析>>

科目：高中英語 來源：2016屆云南師范大學(xué)附中高三適應(yīng)性月考六英語試卷（解析版） 題型：閱讀理解

ChildLife Liquid Calcium with Magnesium(鎂) provides these two essential minerals combined with Vitamin D and Zinc in a balanced, absorbable, great tasting formula. These are the primary nutrients required for supporting your child’s healthy bone growth and development.

Health tip: As your child grows and develops, Calcium is the most abundant mineral found in their body, comprising approximately 2 percent of total body weight, with 99 percent of the total Calcium being found in the bones and teeth. For optimum absorption and utilization studies suggest Calcium should be combined with Magnesium, Vitamin D and Zinc. These nutrients help support and establish the very foundation for your child’s structural growth.

●ChildLife uses only the highest quality ingredients. Contains no milk, eggs, wheat or corn. No artificial colorings, flavorings or sweeteners.

●Keep out of the reach of children. Do not use if outer safety seal is broken or missing.

●Shake well before use. Keep in cool my place. Give directly or mix with your child’s favorite drink.

●Store between 15 centigrade and 25 centigrade.

Read the following directions before you take it.

Suggested Use:

For adults………………………………………………… 2 tablespoons

Children: according to age

For infants 6 months---1 year……………………………… 1/2 teaspoon daily

For children 3-6 years………………………………… 1 teaspoon daily

For children 6-10 years ……………………………… 2 teaspoons daily

For children 10-14 years………………………………4 teaspoons daily

Serving size: 1 teaspoon (8 ml)

1 tablespoon( 15 ml)

For adults, repeat above does(劑量) per hour if needed until 8 doses are taken.

These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure or prevent any disease.

Manufactured for ChildLife

Los Angeles, CA90232 USA

Tel:(800) 993-0332

www. childlife. net

1.Where can you usually see the passage above?

A. In the newspaper

B. On the bottle of medicine

C. In a travel guidebook

D. On the bottle of health care products

2.For whom would a dose of two teaspoons be suggested?

A. An adult B. A 4-year-old child

C. A 9-year-old child D. A 12-year-old child

3.What is the largest amount of dose that should be taken by an adult in a four-hour period?

A. Two tablespoons B. Four tablespoons

C. Six tablespoons D. Eight tablespoons

查看答案和解析>>

科目：高中英語 來源：2015-2016學(xué)年黑龍江雙鴨山一中高二下學(xué)期開學(xué)測英語卷（解析版） 題型：單項(xiàng)填空

---Guess what! I have own the first prize in the speaking competition.

---Congratulations! You ______ put a lot of work into it.

A. should B. must

C. should have D. must have

查看答案和解析>>

同步練習(xí)冊答案