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 this text taken from an article on customers’ complaints. •Choose the best sentence from the opposite page to fill each of
•Read this text taken from an article on customers’ complaints. •Choose the best sentence from the opposite page to fill each of
admin
2010-01-28
47
问题
•Read this text taken from an article on customers’ complaints.
•Choose the best sentence from the opposite page to fill each of the gaps.
•For each gap 9-14, mark one letter (A-H) on your Answer Sheet.
•Do not use any letter more than once.
How to Handle Customers’ Complaints
... Complainers can damage a company faster than you can say "I’m sorry." But the companies with savvy are turning them into loyal buyers. Fred Jerome survived a frequent flyer’s nightmare. Boarding at 9:30 Pan Am shuttle in New York one morning, he expected to arrive in Boston in plenty of time for an afternoon of business meetings. However Logan Airport was blanketed in fog and the pi- lot circled for two hours before landing in Hartford Connecticut, to refuel. "No one may leave the plane" the pilot announced, frustrating passengers who wished to switch to a rental car or use a telephone. When he then said he was returning to La Guardia Airport some passengers protested in fury. He relented and finally landed in Boston about 4pm. Jerome caught a flight home and arrived in New York at 6.30. His day was ruined and he was exhausted and angry.
What should the company do for angry customers? to those who have tackled the issue almost anything it can. (9) Simply listening to complaints boosts brand loyalty that is, a customer’s tendency to buy again. "The key is getting customers to complain to the company rather than just to their friends", says John Goodman president of a consulting firm that has been studying corporate complainers for over a decade. (10) The average return for makers of consumer durables like washing machines and refrigerators is 100%. In other words, if manufacturers spend $1 million on handling complaints, they get $2 million in benefits. For banks it is as much as 170%. The payoff can be even higher in retailing where top quality service is essential for keeping customers. Maryanne Rasmussen, vice president in charge of world-wide quality at American Express says, "The formula I use is’ Better com- plaint handling equals higher customer satisfaction equals higher brand loyalty equals higher profitability."
The growing evidence that customer happiness affects the Profits and Loss report is one reason that firms like Coca-Cola and British Airways have invested billions of dollars to improve complaint handling. (11)
Pan Am’s response to Fred Jerome was a case study of how not to handle complaints, At the end of Jerome’s 9 hour ordeal, a Pan Am steward advised him to complain to the customer service unit at the airline’s New York Headquarters. Jerome went to the headquarters only to be told that Pan Am’s LaGuardia Airport office handles complaints about the shuttle service. (12) He finally reached a representative who told him coldly, We are not responsible for delays caused by the weather.
Jerome expressed his frustration by writing a column for the New York Times. (13) John Siefert, a vice. president of the Eastern Air Lines shuttle, sent Jerome a sympathetic letter of. fering him a free flight. Jerome declined. I would have been happy with an apology from Pan Am he says. Pan Am Says it wrote to Jerome. He says he still has not heard from the airline and now will fly the Pan Am shuttle only as a last resort.
(14) 80% of complaints are from travelers who are dissatisfied with the airlines’ responses to problems. Interestingly the three airlines including Pan Am, and Eastern which lest the most money last year also attract the most consumer complaints. Far fewer complaints come from fliers on the healthiest US airlines. Dan Smith director of consumer affairs at the International Airline Passengers Association in Dallas, says these carriers satisfy unhappy clients by always giving a full explanation if they can’ t comply with a request for action.
A What should the company do for angry customers?
B Studies show customers tell twice as many people about bad experience as good ones, so complainers who are left unhappy can ruin a company’s image.
C Customers seem to appreciate companies more if top managers hear their complaints.
D some 20 letters and calls from other annoyed air travelers.
E The person he tried to contact at the airport was not there, and omitted to reply to a message Jerome left.
F The firm used dozens of business factors to calculate the return on investment involved in a company establishing service units that handle complaints and inquiries.
G In the airline industry, the correlation between customer contentment and profitability is strong.
H Programs include intensive staff training, liberal refund policies and ways of helping customers make complaints to the company like free phone calls.
选项
答案
B
解析
转载请注明原文地址:https://kaotiyun.com/show/N5Kd777K
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
Whatwasadvertisedonthenewspaper?
A、 B、 C、 D、 D答案为(D),图片上显示的是人们在看陈列在建筑物外的书籍的样子。主语是They和People,因此都能成为正确答案,所以要留意一下谓语部分。如果漏听了entering而只听到buil
Whatdidthecustomersrecommend?
Whattypeofservicedoesthecompanymostlikelyprovide?
Whattypeofservicedoesthecompanymostlikelyprovide?
Whattypeofservicedoesthecompanymostlikelyprovide?
A、 B、 C、 A让对方不要忘记填写有关客户服务的调查问卷的陈述句。(B)是使用和fill类似的单词file的错误选项;(C)是重复问句中的service、有重复词错误的错误选项。因此对叮嘱不要忘记填写调查问卷的话,回
Howdoyouworkwithotherpeople?Doyouknowyourownpersonalstrengthsandweaknesses?Lookatthese‘types’belowanddecide
Canyouexplainwhypeoplebuystockonmargin?
CouldyoutellmewhetheryouthinkpeopleinChinaleaveschoolandcollegesufficientlypreparedforworkinglife?
随机试题
PASSAGETWOWhatdothemeasuresthatcareproviderscouldtaketoassuagepeople’smisgivingsaboutmedicalAIhaveincommon?
中药仓虫的致死高温范围是
提出申请进口药品分包装的时间应在
下列属于政策性银行的是()
旋转机械的运动部分是最容易造成卷入危险的部位。为此,应针对不同类型的机械采取不同的防护措施以减少卷入危险的发生。下列针对机械转动部位的防卷入措施的要求中,正确的有()。
根据《公司法》规定,公司为公司股东或者实际控制人提供担保的,必须经股东会、或者股东大会决议。接受担保的股东或者受实际控制人支配的股东不得参加表决。该项表决由出席会议的其他股东所持表决权的()以上通过。
根据下面资料,作答以下问题:2010年1~8月,四川省累计完成全社会投资8669.4亿元,同比增长15.1%,增速较1~7月回落0.2个百分点。其中,城镇项目完成投资是全社会投资的65.9%,且同比增幅比全社会投资高出6.8个百分点。8月当月完成
简述会计计量属性及其构成。
TheevidencethattheEarth’satmosphereiswarmingcontinuestoaccumulate.Abigissueisthusraisedconcerningtheextentto
A—accountingprincipleB—assetC—borrowerD—capitalgainE—cashflowF—certificateG—commissionsH—creditcardI—dividendsJ—dom
最新回复
(
0
)