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
32
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、managing
B、handling
C、conducting
D、disposing
答案
B
解析
转载请注明原文地址:https://kaotiyun.com/show/9eKd777K
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
Whatisthereportmainlyabout?
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Task5StaffTurnoverAsseveralmembersofstaffhaverecentlyleftthecompanyyouworkfor,themanagementisinvestigatingt
Tellingyouraudiencethattheycanaskquestions请听众提问
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.
TaskSheetforCandidateATaskSheet1A:Themanagement:theimportanceofcorporatecultureB:Customerrelations:howtoget
Whichofthefollowingdescriptionistrueabouttheorganisation?
TaskTwo—ProductdescriptionForQuestions18-22,choosethedescriptionthatsuitseachextract,listedA-H.Foreache
•Readthefollowingarticleaboutmergeandthequestionsontheoppositepage.•Foreachquestion15-20,markoneletter(A,B,
随机试题
甲亢病人术后服用碘剂的作用是
上颌第一磨牙牙冠上特有的嵴是
A.粗死亡率B.年龄别死亡率C.标准化死亡率D.平均预期寿命E.婴儿死亡率计算某年龄组平均每千人口中的死亡数是
A.奎尼丁B.利多卡因C.米力农D.多巴胺E.毒毛花苷K能够减轻症状和改善心功能,属于强心苷类正性肌力药的是()。
会计人员违反了会计职业道德就同时也违背了会计法律。()
甲、乙、丙、丁四人是P大汉语言文学系的留学生,他们的国籍分别是:日本、韩国、菲律宾和新加坡。一日,有人问他们四人的国籍。甲说:乙不是日本人;乙说:丙是韩国人;丙说:丁不是菲律宾人:丁说:他们三人中只有韩国人说的是事实。已知丁说的是实话,由此可以推出:
我国儿童电影发展情况的确________,每年拍摄的儿童电影缺少专门人员或机构进行市场宣传和推广,能够上映的少之又少,即使上映也难逃“影院一日游”。那是不是就意味着儿童电影在中国已经________?在我国,未成年人是一个庞大的群体,随着生活水平的提高,看
[*]
下图是网络地址转换NAT的一个实例根据图中信息,标号④下的方格中的内容应为()。
Editorsofnewspapersandmagazinesoftengotoextremesto【C1】______theirreaderwithunimportantfactsandstatistics.Lastye
最新回复
(
0
)