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
68
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
F
解析
转载请注明原文地址:https://kaotiyun.com/show/V5Kd777K
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、 B(A)不要因为somemorepeople与anyone有关就选择此项。(B)针对是否有人理解起来会有困难的提问。做出了“用语过于复杂.所以可能会如此”的回答,从意思上看,前后衔接顺畅。(C)tr
Whatwasadvertisedonthenewspaper?
A、 B、 C、 BHowmanydays是问题的关键,所以正确答案应该是说几天或几周等期限的内容。(A)用来回答Howmanypeoplewillbeaway…?这类问题,(C)适合回答Howmanyti
Whatdidthecustomersrecommend?
Whatdidthecustomersrecommend?
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Canyouexplainwhypeoplebuystockonmargin?
CouldyoutellmewhetheryouthinkpeopleinChinaleaveschoolandcollegesufficientlypreparedforworkinglife?
•Youwillhearfivedifferentpeopletalkingaboutaspecialtrainingprogrammefortheircompany.•Foreachextractthereare
随机试题
公务员回避的特征主要是指()
(84)Flyingoveradesertareainanairplane,twoscientistslookeddownwithtrainedeyesattreesandbushes.Afteranhour’s
A.环磷酰胺B.柔红霉素C.甲氨蝶呤D.长春新碱E.地塞米松心脏毒性较强的化疗药物是
痹证日久,肝肾亏损,宜选用
关于制宪权和修宪权,下列哪些说法是正确的?()
增强型新股申购产品可以申购的对象有()。
丙公司只生产销售H产品,其销售量预测相关资料如下表所示:公司拟使用修正的移动平均法预测2014年销售量,并以此为基础确定产品销售价格,样本期为3期。2014年公司目标利润总额(不考虑所得税)为307700元。完全成本总额为800000元。H
2019年3月2日,A公司为支付货款,向B公司签发一张票面金额为30万元的银行承兑汇票,承兑银行甲银行已经签章,票据到期日为2018年9月2日。2019年4月28日,B公司为支付货款,拟将该汇票背书转让给E公司,遂在背书人签章一栏签章背书,但未填
守恒
Publicationbiasinacademicjournalsisnothingnew.Afindingofnocorrelationbetweensportingeventsandeitherviolentcri
最新回复
(
0
)