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
考研
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenom
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenom
admin
2014-11-24
20
问题
For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses(包含)behaviors ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial(对抗的)feeling between businesses and consumers.
Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1 ~ 800 numbers and voice mail. Another factor is that businesses have generally begun to place more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex(使生气)shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.
The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like "I don’t have to serve you!" or "This is private property, get out and don’t come back!" What can customers do? If the bureau’s arbitration(仲裁)process fails to settle a dispute, a customer’s only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.
There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you’re just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.
What customers really want is access. They want to get through when they call, they don’t want busy signals, they don’t want interactive systems telling them to push one for this and two for that — they don’t want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don’t wear name tags, but one gets to know them, all by name.
选项
答案
D
解析
根据题干定位到第一段。根据第二句可以确定D项为正确答案。第二句中的it指代第一句中的bad service,rudeness对应D项中的impoliteness。
转载请注明原文地址:https://kaotiyun.com/show/NwK4777K
0
考研英语一
相关试题推荐
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
PsychologistAlfredAdlersuggestedthattheprimarygoalofthepsyche(精神)wassuperiority.Although【C1】______hebelievedthat
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
AlthoughtherearemanyskillfulBraillereaders,thousandsofotherblindpeoplefinditdifficulttolearnthatsystem.Theya
AlthoughtherearemanyskillfulBraillereaders,thousandsofotherblindpeoplefinditdifficulttolearnthatsystem.Theya
"Itisanevilinfluenceontheyouthofourcountry."Apoliticiancondemningvideogaming?Actually,aclergymandenouncingr
随机试题
公文要素在文件文面上的标印格式称之为()
WhenIwasstudyingEnglishatatrainingcenterinWashingtonD.C.in1998,IsharedahousewithtwoyoungAmericans,Jimand
免疫增强药包括
治疗家畜皮肤真菌感染常用的方法是()
巴比妥类药的母核巴比妥酸的性质,是该类药物分析方法的基础,这些性质是
A.干涩B.凝滞C.数变D.重浊E.炎上
电动机的额定电流为10A,采用热元件作为其过流和短路保护装置时,保护整定值应为()。
压力容器壁厚30mm时,一般其对接接头应采用的检测方法是()。
对还款可能性分析中的担保状况进行分析时,下列说法错误的有()。
A、Theyareaggressive.B、Theyareunderstandable.C、Theyareintolerable.D、Theyarepathetic.B访谈的最后,Neff谈到了堵车时司机的感受,并提到即使在较为畅顺
最新回复
(
0
)