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
68
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
A、 B、 C、 A因为是由Do开头的疑问句,所以答案就要以Yes/No开头。所以正确答案是(A)。在把article错误地理解成“物品”而不是“文章”时,容易误将(B)和(C)当做答案。
1.(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.StaffManagement:howtoachieveandmaintainhighm
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.(Thecandidatechoosesonetop
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.YouhavetochooseoneofthetopicsfrOmtheth
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.Technology:theimportanceoftrainingstaffinhowto
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.Careerdevelopment:theimportanceofacquiringarange
Dealingwithcomplaints处理投诉
随机试题
下列各项属于元朝君主加强中央集权的措施的是()。
混合性血栓见于
甲、乙、丙三人系同村农民,村里重新调整土地以后,三人均主张自己对某块土地有承包权。争议发生后,三人互不相让,发展到相互殴打以致毁坏对方的房屋和家具。乡人民政府得知此事后,派工作人员到该村进行调查。后乡政府作出了该块土地的承包权归甲所有的处理决定。乙、丙均对
当电磁辐射体的工作频率低于()时,应对工作场所的电场强度和磁场强度分别测量。
下列不属于基本分析特点的是()。
在房地产投资分析中,()又称大修理基金,是业主或其委托的物业管理公司定期存入的用于支付未来费用的资金。
关于公文“模糊语言”的实质,下列表述不正确的一项是( )。下列各句中,属于语言模糊的一项是( )。
据法院的法官介绍,合议庭将根据被告犯罪事实和情节、对社会的危害程度及司法所的被告平时表现等材料,对被告是否具有缓刑的条件形成______意见。填入划横线部分最恰当的一项是()。
某社区服务中心每个月均对居民进行“社区工作满意度”调查。经对比发现,2月份的居民满意度是85分,比1月份上升了20%,3月份的居民满意度又比2月份下降了20%。则3月份的居民满意度和1月份相比()。
对A市居民参加体育锻炼的情况进行的调查表明,经常参加体育锻炼的居民数近两年来不断上升,而某健身中心的顾客数略有下降。以下各项除了哪一项,都有助于解释上述矛盾?
最新回复
(
0
)