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
•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
admin
2010-01-28
72
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、screw up
B、keep up
C、maintain
D、preserve
答案
A
解析
转载请注明原文地址:https://kaotiyun.com/show/6eKd777K
本试题收录于:
BEC高级阅读题库BEC商务英语分类
0
BEC高级阅读
BEC商务英语
相关试题推荐
1.(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.StaffManagement:howtoachieveandmaintainhighm
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.MarketResearch:theimportanceofdoingmarketresearc
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Canyoutellmewhyyouchooseyourparticularcareer?(Whatsparkedyourinterestinyourmajor?Howdidyoufirstgetinvolved
随机试题
十二烷基苯磺酸钠属于
关于机械性肠梗阻与动力性肠梗阻的主要区别在于早期
挥发油的组成有
零售药店必须凭处方销售的药品包括()。
下列哪个说法是正确的?()
占世界人口不到30%的发达国家,却拥有全世界接近()的信息资源。
( )包括承包商资质认证、设备工程实施方案(设备储运方案、设备制造方案、设备安装与设备调试方案等)审批、设备工程变更及进度、没备工程质量检验记录、设备工程概预算和实施过程中各个过程的资金使用计划。这类文件体现了监理机构在设备工程项目实施过程中,为使设备工
下列()是以企业和个人从事工业制造、商品经营或提供劳务等生产劳动的增值额为征税对象。
2012年5月4日,纪念中国共产主义青年团成立()周年大会在北京人民大会堂隆重举行。胡锦涛同志出席大会,对广大青年提出殷切期望,勉励广大青年为实现中华民族伟大复兴贡献青春力量。
TheUSspendstwiceasmuchonhealthcareasotherrichcountries.Thestudyinvolved5countriesandlasted5years.
最新回复
(
0
)