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 the article below about a complaint of bad service. •Choose the best word to fill each gap from A, B, C or D on the opposi
•Read the article below about a complaint of bad service. •Choose the best word to fill each gap from A, B, C or D on the opposi
admin
2010-01-28
48
问题
•Read the article below about a complaint of bad service.
•Choose the best word to fill each gap from A, B, C or D on the opposite page.
•For each question 21-30, mark one letter (A, B, C or D ) on your Answer Sheet.
A complaint Is a Gift
Australians call the British "whinging Pores" because they grumble so much. But a new study suggests that Brits should whinge more, not less.
A team led by Chris Voss of the London Business School found that service quality in Britain is typically worse than in America. One mason is that British customers take less about bad service than hard-to-please Americans do.
The failure to grouse is pervasive. Hunter Hansen, an American who runs the Marriott hotel in London’s Grosvenor Square, notes that a British would (21) a fuss only about a significant problem and even then, would do so in a roundabout way. Americans are (22) of even small mistakes.
The result, Mr. Voss finds, is that Brits suffer. But so do companies in Britain’s service industries: they do not (23) so much unsolicited feedback, and thus lose a chance to (24) service quality. Indeed, they may spend more than they need to do on service-quality improvements, because they do not get direct help from customers.
Management gurus know more about how companies (25) to complaints than about why the British are phlegmatic. In America, well-run companies have "service recovery" (26) Staff at the Marriott group are drilled in the LEARN routine -- Listen, Empathise, Apologise, React, Notify- with the final step (27) that the complaint is fad back into the system. Ritz-Carlton hotel chains, another with a good reputation (28) complaints from customers, trains its staff not to say a mere "sorry" but "please accept my apology" and gives them a budget to reimburse (29) guests.
When Brits tidally (30) their courage to grouse, they get results.
选项
A、bad-tempered
B、ill-bred
C、offensive
D、cross
答案
D
解析
转载请注明原文地址:https://kaotiyun.com/show/neKd777K
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、 A因为是由Do开头的疑问句,所以答案就要以Yes/No开头。所以正确答案是(A)。在把article错误地理解成“物品”而不是“文章”时,容易误将(B)和(C)当做答案。
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.(Thecandidatechoosesonetop
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.MarketResearch:theimportanceofdoingmarketresearc
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
(Thecandidatechoosesonetopicandspeaksaboutitforoneminute.)A.Technology:theimportanceoftrainingstaffinhowto
Inthispartofthetest,youareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseoneofthetopicsfromthe
Dealingwithcomplaints处理投诉
随机试题
某有色溶液在某一波长下用2cm吸收池测得其吸光度为0.750,若改用0.5cm和3cm吸收池,则吸光度各为()。
A.无须进行评价B.职业病危害预评价、控制效果评价应在企业备案C.需进行职业病危害预评价、设计阶段的职业病防护设施设计、控制效果评价D.经安全生产监督管理部门验收合格后,方可投入使用E.经卫生行政部门验收合格后,方可投入使用医疗机构产生放射性职
急性肾小管坏死和急性间质性肾炎鉴别困难时,为了不贻误治疗应当
肝气郁滞或肝胃不和所致胸胁作痛兼有热象者可用
糖皮质激素的主要不良反应有
试论述公序良俗原则。
乙公司是一家同时在境内外三地资本市场上市的煤业集团,其所有的产品均在国内销售。乙公司成功收购了澳大利亚H公司,获得H公司的控股权。H公司在澳大利亚拥有的煤炭资源为15亿吨,并拥有澳大利亚最大的煤炭出口港,主要客户为欧洲、美洲及澳大利亚本土的钢铁制造商和发电
Parenthoodisn’tacareer-killer.Infact,economistswithtwoormorekidstendtoproducemoreresearch,notless,thantheir
A、Toprovewomen’sdiligence.B、Toseekgenderequalityoncampus.C、Toimprovetransportationandaccommodation.D、Toputpress
A、Becausehewantedtoavoidhisfather’spunishment.B、Becausehehatedtogotoschool.C、Becausehewantedtoescapefromthe
最新回复
(
0
)