2. 外语
  3. •Read the article below about a complaint of bad service. •Choose the best word to fill each gap from A, B, C or D on the opposi

•Read the article below about a complaint of bad service. •Choose the best word to fill each gap from A, B, C or D on the opposi

admin2010-01-28  69
问题 •Read the article below about a complaint of bad service.
•Choose the best word to fill each gap from A, B, C or D on the opposite page.
•For each question 21-30, mark one letter (A, B, C or D ) on your Answer Sheet.
                                           A complaint Is a Gift
      Australians call the British "whinging Pores" because they grumble so much. But a new study suggests that Brits should whinge more, not less.
A team led by Chris Voss of the London Business School found that service quality in Britain is typically worse than in America. One mason is that British customers take less about bad service than hard-to-please Americans do.
     The failure to grouse is pervasive. Hunter Hansen, an American who runs the Marriott hotel in London’s Grosvenor Square, notes that a British would  (21)   a fuss only about a significant problem and even then, would do so in a roundabout way. Americans are  (22)   of even small mistakes.
The result, Mr. Voss finds, is that Brits suffer. But so do companies in Britain’s service industries: they do not  (23)   so much unsolicited feedback, and thus lose a chance to  (24)   service quality. Indeed, they may spend more than they need to do on service-quality improvements, because they do not get direct help from customers.
      Management gurus know more about how companies  (25)    to complaints than about why the British are phlegmatic. In America, well-run companies have "service recovery"  (26)   Staff at the Marriott group are drilled in the LEARN routine -- Listen, Empathise, Apologise, React, Notify- with the final step  (27)   that the complaint is fad back into the system. Ritz-Carlton hotel chains, another with a good reputation  (28)   complaints from customers, trains its staff not to say a mere "sorry" but "please accept my apology" and gives them a budget to reimburse  (29)   guests.
       When Brits tidally  (30)   their courage to grouse, they get results.  
选项 A、strategies
B、schemes
C、tactics
D、ploys
答案A
解析
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