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
72
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
E
解析
转载请注明原文地址:https://kaotiyun.com/show/k5Kd777K
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、 C(A)利用newspaper容易联想到的news混淆视听。(B)利用newspaper与new部分发音相似设置陷阱。(C)可以那样做,这一许可表达很好地回答了问句,因为经常会用到,请考生牢记。
Whattypeofservicedoesthecompanymostlikelyprovide?
ServiceRequest—MaintenanceDepartment(StubbsCollege)-Paintallofthewallsinthegymnasiumandcafe
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.(Thecandidatechoosesonetop
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.MarketResearch:theimportanceofdoingmarketresearc
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Canyougiveanexampleofhowyouworkedeffectivelywithpeopletoaccomplishanimportantresult?
CouldyoutellmewhetheryouthinkpeopleinChinaleaveschoolandcollegesufficientlypreparedforworkinglife?
Gettingpeopletodothings要求对方去做
随机试题
患者,女性,40岁。因面部皮疹3年余就诊。患者3年前开始于双侧面颊部出现淡褐色不规则斑疹,渐增大融合成斑片,表面光滑,边缘不清,日晒后加重,皮疹无痛痒不适。本病和资料可选用下列哪一种方法
A.寻常型天疱疮B.落叶型天疱疮C.大疱性类天疱疮D.获得性大疱性表皮松解症E.疱疹样皮炎通常伴发谷胶敏感性肠病的疾病是
某大城市郊区有一28层的高层建筑,如下图所示。地面以上高度为90m,平面为一外径26m的圆形。基本风压数值为0.50kN/m2,风荷载体型系数为0.8。
按照《建设项目环境保护管理条例》的规定,铁路、交通等建设项目,经有审批权的环境保护行政主管部门同意,建设单位可以在()报批环评文件。
案例F集团公司拥有长距离轻质原油运输管道(简称Ⅱ号管道),公司下属的H分公司负责Ⅱ号管道日常巡检维护,公司下属的Ⅰ分公司负责Ⅱ号管道现场抢险以及其他应急处置。Ⅱ号管道经由G市的海港居民生活区(简称海港区)。2013年12月2日19时Ⅱ号
关于中标通知书的说法,正确的有()。
无需披露上市交易公告书的基金品种是()。
被称为“发现之母”和“产业粮食”的技术是()。
ABiologicalClockEverylivingthinghaswhatscientistscallabiologicalclockthatcontrolsbehavior.Thebiologicalclo
A、ConsumerscanenjoymoreconvenienceasthecooperationbetweenInternetcompaniesandhardwaremakersdevelops.B、Yahooisex
最新回复
(
0
)