题型：任务型阅读 题类：常考题 难易度：普通
山东省枣庄八中东校区2016-2017学年高二上学期英语12月月考试卷
No matter what type of business you run, it has to deal with things that go wrong from your customer's point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements.
1）You should listen actively to what the customer has to say by maintaining comfortable eye contact.
2） It's important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you've accepted the responsibility and provide him with choices or you'll do something about his complaint.
3）Talk with the client and discover the best means to resolve his problem.In this case it's important to let your customer know an estimation(估计)of how long it will take to take action on his complaint.
4）A simple “thank you” is one way to let the customer know you appreciate the time and effort they've taken to inform you about a problem with your company's service or product that you need to know about.
5）Create a procedure for recording different types of customer complaints.
A. They are a valuable source of information to determine various root causes that need to be addressed within your company.
B. You should also show your customer that you do understand him by giving full attention.
C. When you have received a complaint, you should apologize for the failure the customer has identified.
D. Listen to your customer's complaints and you can improve your service.
E. So it's important to learn to deal with customer complaints efficiently.
F. Don't feel ashamed of the failure in your service or products.
G. There will be times when you'll be unable to resolve the issue immediately.
While going through life with the pursuit of money on our mind, we're often told that money can't buy happiness. But what truth is there in the saying? Is there a relation between money and happiness? {#blank#}1{#/blank#}
Humans are very sensitive to change. When we get a rise, we really enjoy it. But some studies have shown that in North America, additional income beyond 75,000 dollars a year stops impacting day-to-day happiness. {#blank#}2{#/blank#}They often end up spending all the money, going into debt, and experience ruined social relationships.
So surely money can't really buy happiness. Well, recent studies suggest that the problem may actually be in the way that we spend money. {#blank#}3{#/blank#}Studies show that people who spend their money on others feel happier. As for the people who spend money on themselves, their happiness is unchanged.
{#blank#}4{#/blank#} One experiment showed that instead of an organization writing a large check to a charity, dividing the amount up among employees, allowing them to contribute to a charity of their choice, increased their job satisfaction. Similarly, individuals that spend money on each other, as opposed to themselves, not only increase job satisfaction, but improve the team performance.
{#blank#}5{#/blank#} Interestingly, the specific way money is spent on others isn't important. Spending something on others is the important aspect of increasing your happiness.
A. The same principle has been tested on teams and organizations as well. B. Money has more effect on the vast majority of people in the long run. C. Instead of buying things for yourself, try giving some of it to other people and see how you feel. D. And if so, how can we use it to our advantage? E. Almost everywhere we look in the world, we see that giving money to others is positively related to happiness, F. And while you're saving up for these greatest experiences, don't forget the daily joys in life. G. In fact, people who win a lottery often report becoming extremely unhappy. |
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