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
50
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
C
解析
根据题干定位到第四段倒数第二句。题干中的is fruitless对应文中的fails to settle adispute,第四段倒数第二句指出,如果仲裁程序未能成功解决争端,顾客唯一能做的就是向赔偿法庭提出诉讼。第四段最后一句转折指出,那样做要花费很多的金钱和时间,因此很少有人去做。故C项为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/fwK4777K
0
考研英语一
相关试题推荐
PsychologistAlfredAdlersuggestedthattheprimarygoalofthepsyche(精神)wassuperiority.Although【C1】______hebelievedthat
PsychologistAlfredAdlersuggestedthattheprimarygoalofthepsyche(精神)wassuperiority.Although【C1】______hebelievedthat
PsychologistAlfredAdlersuggestedthattheprimarygoalofthepsyche(精神)wassuperiority.Although【C1】______hebelievedthat
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
AlthoughtherearemanyskillfulBraillereaders,thousandsofotherblindpeoplefinditdifficulttolearnthatsystem.Theya
AlthoughtherearemanyskillfulBraillereaders,thousandsofotherblindpeoplefinditdifficulttolearnthatsystem.Theya
Johnhadbeenworkinghard,______.
TheCalculatorGameIsintheProgressontheProgrammingNowResearchersinthefieldofartificialintelligencehavelong
TheCalculatorGameIsintheProgressontheProgrammingNowResearchersinthefieldofartificialintelligencehavelong
MoveWi-FiServiceFrank’sFancyLincolnhaseverythingaroadwarriorcouldwant:extravagantleatherseats,extralegroom
随机试题
悲剧《俄狄浦斯王》的作者是古希腊的【】
患者,男,46岁。病程中突然闻及两肺满布湿哕音,应考虑
肯氏第一类牙列缺损为
我国现行传染病防治法规定的乙类传染病中无需经过国务院批准即可采取甲类传染病的预防控制措施的有
男,28岁。因高位小肠瘘1天入院,入院后经颈内静脉插管滴入肠外营养液,两周后突然出现寒战、高热,无咳嗽、咳痰,腹部无压痛和反跳痛。首先考虑的诊断是()
“若在施工过程中对质量进行事中控制,发现质量问题及时返工,可能影响工程局部进度,但却能起到保证进度的作用”,这表明在进度目标和质量目标之间存在()关系。
业主管理房产的方式,由自管自修转向委托物业服务企业管理,其本质是将自己的物业()职能从管理权限中分离出去。
A.Nokiaposts$1.38bnlossinfourthqtrB.Goldsurgesto7-weekhighof$1720C.R-PowerropesinGermanutilityforminin
IEEE802.3标准,定义了CSMA/CD总线介质访问控制子层与______。
Whatisthemainpurposeoftheresearch?
最新回复
(
0
)