首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
You will hear five short recordings. For each recording, decide what way of resolving customer service complaints the speake
You will hear five short recordings. For each recording, decide what way of resolving customer service complaints the speake
admin
2015-02-26
68
问题
You will hear five short recordings.
For each recording, decide what way of resolving customer service complaints the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
A prepare for a replacement
B mind the manner all the time
C propose well-prepared solutions
D establish regulations
E ask for suggestions from customers
F offer permissions for the private surveys
G listen to the customers and ask more
H establish a professional department
______
You will hear five short recordings.
For each recording, decide what way of resolving customer service complaints the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
You have 15 seconds to read the list A-H.
[pause]
Now listen, and decide what way of resolving customer service complaints the speaker is recommending.
[pause]
Thirteen
Woman: I always listen to what the customer says and ask for as many details as possible. And I try to establish whether the problem has to do with service or problems with the product offered. I make sure that I can reassure the client and I always do everything in my power to solve the situation and then try to find a solution while the customer is still on the line rather than promising to call back.
[pause]
Fourteen
Man: Personally, it is of great importance for me to be ready to offer a solution long before the client requests one. This will put the company in the winning position, as it will confer the image of being proactive and ready to please the customer. In most cases, I can offer a solution that will please the customer, even if the offer is less than what was originally expected.
[pause]
Fifteen
Woman: In my company, we have a policy in place. Based on that, I can make sure how far I can go to resolve customer service complaints. In some cases, the customer just needs an apology and an offer of help will suffice, while other problems will require a refund, a replacement product or some other kind of practical help.
[pause]
Sixteen
Man: Well, as for me, I try to establish a special department to resolve customer complaints. My way to deal with customer complaints effectively is to have experts in place to take care of the cause of the distress and to be able to deal with consumers directly. It can be carried out via phone, email or letters.
[pause]
Seventeen
Woman: My experience is that no matter what happens, I should always be polite. If a customer walks in to present a complaint, I always set time aside to listen. If a customer calls with a complaint, I try to set the tone of the call in order to be able to resolve the problem effectively. You know, a customer who calls with a complaint is usually upset and impatient, so I need to be patient and polite.
[pause]
Now listen to the recordings again.
[pause]
选项
答案
G
解析
解题的关键信息句是:I always listen to what the customer says and ask for as many detailsas possible.仔细倾听顾客所说的话。
转载请注明原文地址:https://kaotiyun.com/show/5OzO777K
本试题收录于:
BEC中级听力题库BEC商务英语分类
0
BEC中级听力
BEC商务英语
相关试题推荐
Nowadaysmoreandmoreforeignenterprisesandcompaniesarenolongerrelying【C1】______interviews【C2】______recruitmen
Trainingmusthaveapurpose,whichis【C1】______whenafirmanalysesitstrainingneeds.Areviewofmanpowerplanningshould
A.CablevisionExtends$90Triple-ServicePromotionPersuadedbypopulardemand,CablevisionSystemsCorp.(CVC)isextendinga
Betweennowand2005,【C1】______serviceswillbecomecommonplace.Businessandeconomy-ties?Webserviceswillbeintroduced;a
Betweennowand2005,【C1】______serviceswillbecomecommonplace.Businessandeconomy-ties?Webserviceswillbeintroduced;a
•Readthearticleaboutinternationalauditingstandards.•Foreachquestion31-40,writeonewordinCAPITALLETTERSonyour
•Readthearticlebelowaboutpeoplewhobuyclothesasaninvestment.•Foreachquestion(31-40),writeonewordinCAPITALL
•Readthearticleabouthowtohandletrickquestionsinajobinterview.•Foreachquestion31--40,writeonewordinCAPITAL
A.It’sofficial:theheydayoftheDVDisover.WaltDisneyCEORobertA.lgerrecentlyimpliedasmuchinananalysts’call—t
Whatisimportantwhen...?Organisingaconference-Speaker-Agenda--
随机试题
下列属于细胞因子测定的临床应用的是
杨某受某厂指派在本县范围内收购茶叶2万斤。厂方提供了介绍信、营业执照副本。杨某收购后未向税务机关纳税。县税务局知悉后即作出决定,杨某须缴纳增值税5000余元。杨某不服,认为自己是接受某厂的指派.与该厂是委托关系,其税款应由厂方缴纳。县税务局未采纳扬某的意见
下列各项属于高处坠落伤害的是()。
商品混凝土的放射性指标限量是()。
下列说法中,违反独立性原则的有()。
课程整合中的教师评价可简化为三个阶段,第一阶段是对()的评价;第二阶段是对教学实施的评价;第三阶段是总结经验,形成模式。
精神分析学派认为人的性本能是最基本的自然本能,是推动人发展的潜在的、无意识的、最根本的动因。这是一种()的观点。
材料二:阅读下面的短文。完成66—70题。西部地区旅游资源十分丰富。大漠孤烟、长城峰燧、丝绸古道、帝王陵寝、江河源头、葡萄美酒、古寺梵音、戈壁驼铃、敦煌艺术、雪域风情、峨眉风光、丽江古城、三峡风光……无不引人入胜。就资源而论,文物古迹是旅游业发展
可以改变“字段大小”属性的字段类型是
Iunderstandyouarethirdyearstudents______ineconomics.
最新回复
(
0
)