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
66
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
Thesimplestwayto【C1】______aforeignmarketisthroughexporting.Thecompanymaypassivelyexportitssurplusesfromtimet
Dearsir,ThankyouforyourkindletterofDecember11,2003.Wearehappytoknowthatourpaperentitled"Purificationo
Betweennowand2005,【C1】______serviceswillbecomecommonplace.Businessandeconomy-ties?Webserviceswillbeintroduced;a
Taxoffices【C1】______examplewilltaxallfundsassoonastheyrun【C2】______alocalbankaccount.Theauthoritiesther
•Readthetextbelowabouthowtoformagoodmanager.•Inmustofthelines41—52thereisoneextraword.Itiseithergrammat
•Readthetextbelowabouthowtoformagoodmanager.•Inmustofthelines41—52thereisoneextraword.Itiseithergrammat
•Readthearticlebelowaboutpeoplewhobuyclothesasaninvestment.•Foreachquestion(31-40),writeonewordinCAPITALL
•Readthistextaboutinformation-orientedsociety.•Choosethebestsentencefromtheoppositepagetofilleachofthegaps.•
—Youwillhearfiveanotherrecording.Eachspeakerisexpressingoneopinion.—Foreachrecording,decidewhatthemainideaea
随机试题
大脑部位与功能对应错误的是()
在药物治疗中。临床医生应遵循的道德要求,不包括
东莨菪碱的化学结构是()。
附条件生效的合同,合同成立后虽然并未开始履行,但任何一方不得撤销要约和承诺,否则应承担()。
自2006年1月1日起,进境木质包装必须具有( )标识才能放行。
某双代号网络计划的终点节点有四条内向箭线,其最早完成时间分别为第20、25、32、41周,要求该项目在38周内完成,则其计算工期和计划工期的最大值应分别为()周。
某勘察设计院成立20多年来,创造了许多辉煌业绩。近几年来,市场竞争激烈,勘察设计院在管理和服务等方面出现了相对落后的情况,业绩逐年下降。2008年新上任的陆院长利用勘察设计院改制的机会,对勘察设计院进行了变革:首先,对组织结构进行了调整,将业务进行了重新组
某街道有四个小区。60岁以上共17608人,其中女性9608人,男性8000人。现将调查的60岁以上人群患有缺铁性贫血的情况进行统计和整理,得到的资料如表1所示。现根据上述提供的信息进行计算。并分别回答以下问题:请计算出该街道的男女相对比。
关于班级管理的概念,以下说法中正确的有【】
严肃与谨慎相结合,是我们党根据历史经验和对肃反斗争的深刻理解而提出的,是指导人民警察同刑事犯罪分子作斗争的一项重要政策。()
最新回复
(
0
)