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
2016-01-10
25
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/ousZ777K
0
考研英语一
相关试题推荐
Duringthepast34years,wagesforeveryoneatorbelowthe30thpercentileoftheincomedistributionhaveessentiallybeenfl
Whataretheroadsnottakenbecausestudentsmusttakeoutloansforcollege?Foronething,itappearsthatpeoplewithstuden
Livingstandardshavesoaredduringthetwentiethcentury,andeconomistsexpectthemtocontinuerisinginthedecadesahead.D
Researcherssaytalkingtoyourself,outloud,ismorecommonthanmanyofusmightcaretoadmit.Psychologistscallit"selft
Google,whichdominatesmuchoflifeontheInternet,hasbeentryingtoexpandbeyondcomputersandtelephonestolivingrooms,
Studentsofeconomicsareinrevoltagain.Thisyear,65groupsofstudentsfrom30countriesestablishedanInternationalStude
Let’sbefrank:collegecanbetough.Accordingtoa2007studybytheAmericanCollegeHealthAssociation,43percentofstuden
ThePersianGulfmaybeflushwithmoneyfromoil,butitisdesperateforfood.Manyoftherichestcountriesintheregion,in
WhyaretheOlympicGamessoimportant?ToanswerthesequestionsweneedtogobackinhistorytofindthemeaningoftheOlymp
Thereisnomarketwithoutincome,andtheyouthsegmentqualifiesonthisimportantdimension.Theirspendingreachedabout$55
随机试题
IwillgotothelibraryassoonasI______whatIamdoing.
Shynessisthecauseofmuchunhappinessformanypeople.Shypeopleare【C1】______andself-conscious,thatis,theyareexcessiv
症见多思善疑,头晕神疲,心悸胆怯,失眠健忘,纳差,面色不华,舌质淡,苔薄白,脉细,辨证为
回归热可见于哪种疾病()
某商场派业务员某甲在重庆市购买一批“三峡牌”电风扇,某甲因某种原因又私自委托某乙去买,某乙买了“三江牌”的电风扇,某商场将该风扇用于销售两周后,认为这种电扇不好销,坚决不要,拒付贷款,与供货方发生纠纷。根据民事法律规定,谁负有支付贷款的义务?()
在低压电气设备中,按结构及工作原理分类,感应电动机可分为()。
下列关于零售业微型企业需满足的条件之一是()
金融工程发展的动因的外部因素包括价格波动和()。
马克.吐温听牧师演讲时,最初感觉牧师讲得好,打算捐款;10分钟后,牧师还没讲完,他不耐烦了,决定只捐些零钱;又过了10分钟,牧师还没有讲完,他决定不捐了。在牧师终于结束演讲开始募捐时,过于气愤的马克.吐温不仅分文未捐,还从盘子里偷了2元钱。而这种由于刺激过
A、 B、 C、 B
最新回复
(
0
)