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
41
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
DearSir,Iamwriting【C1】______astrongcomplaintaboutthe【C2】______treatmentmyguests,mycolleagueandIreceived
Whatarethespecifictraits【C1】______willassistexecutivestoclimbtheladderofsuccess?Opinionsvarywidely.Givenapp
Trainingmusthaveapurpose,whichis【C1】______whenafirmanalysesitstrainingneeds.Areviewofmanpowerplanningshould
Whenthereisavacancyinacompany,itisthejobofthePersonnelManagerandhisdepartmenttomanagetherecruitmentofan
AllR&Dexecutiveshavetwomajorresponsibilities:(1)theymustensurethatthecompanyissuppliedwithtechnicallysuccessfu
Dearsir,ThankyouforyourkindletterofDecember11,2003.Wearehappytoknowthatourpaperentitled"Purificationo
Betweennowand2005,【C1】______serviceswillbecomecommonplace.Businessandeconomy-ties?Webserviceswillbeintroduced;a
Taxoffices【C1】______examplewilltaxallfundsassoonastheyrun【C2】______alocalbankaccount.Theauthoritiesther
•Readthearticleaboutinternationalauditingstandards.•Foreachquestion31-40,writeonewordinCAPITALLETTERSonyour
•Readthearticleabouthowtohandletrickquestionsinajobinterview.•Foreachquestion31--40,writeonewordinCAPITAL
随机试题
下列做法中,能够提高财政自身管理和运营效率的有()。
民事诉讼中,当事人不服地方人民法院第一审裁定的,有权在裁定书送达之日起()向上一级人民法院提起上诉。
实验室检查证实单纯疱疹病毒性角膜炎的金标准是
下列有关系统性硬化症的说法,哪一项是错误的
目标评价的常用分析方法包括目标树法、层次分析法等,国际上通常采用()。
案例五:张鹏和李平是同在北京工作的好友,两家居住在同一个居民楼。目前两家都打算额外购置一处房产,价格在50万元左右。张鹏夫妇皆为公务员,每月都按时缴纳住房公积金,张鹏的太太预计在退休年龄内可缴存住房公积金15万元,张鹏离法定退休年龄还剩30年,其名下现有的
为提高闲置资金的使用率,甲公司20×8年度进行了以下投资:(2009年)(1)1月1日,购入乙公司于当日归行且可上市交易的债券100万张,支付价款9500万元,另支付手续费90.12万元。该债券期限为5年,每张面值为100元,票面年利率为6%,于每年12
根据下面材料回答问题。2013年某省全部工业增加值13194.8亿元,比上年增长9.4%。规模以上工业增加值11711.1亿元,增长5.8%。在规模以上工业中,国有及国有控股企业增加值增长3.2%,集体企业下降0.2%.股份制企业增长11.2%,外商及港
FTP命令集因系统、版本而异,常用的命令如下。(54)有ASCII和二进制模式。(55)改变计算机的当前目录。(56)open建立同远程计算机的连接,close关闭连接。(57)put传送一个文件到远程计算机,put传送多个文件到远程计算机。(58)get
Mr.Smith,apassengeronthetranscontinentaltrain,appearedbeforethejudge.Apoliceofficerclaimedhehadattemptedto【
最新回复
(
0
)