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
33
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、take
B、make
C、get
D、have
答案
B
解析
转载请注明原文地址:https://jikaoti.com/ti/yuMsFFFM
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
Whatisthenewsreportmainlyabout?
Whatdidthecustomersrecommend?
Whatisthereportmainlyabout?
Whatproblemdoesthespeakerreport?
Task5StaffTurnoverAsseveralmembersofstaffhaverecentlyleftthecompanyyouworkfor,themanagementisinvestigatingt
CustomerRelations:howtocreategoodcustomerrelations
Askingquestions征询
Task6IncreaseinOrdersThemanufacturingcompanyyouworkforhasexperiencedasuddenincreaseincustomerordersandiscon
Askingquestions查询
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.
随机试题
A.犀角丸B.透脓散C.小金丹D.川芎调茶饮寒湿痰瘀,阻滞凝结,如流注、痰核、瘰疬、乳岩、横痃、贴骨疽、蟮头等病。初起皮色不变,肿硬作痛者,治宜首选
护理管理人员的人才开发是一个长期的系统工程,这体现了护理管理人员开发的
人在后天习得的行为都具有
[2012年第6题]下列关于设计文件编制阶段的说法中哪一项是正确的?
环境保护“三同时”制度是指建设项目需要配套建设的环境保护设施,必须与主体工程()。
有关建设工程实行监理,下列说法错误的是()。
在公司制期货交易所内进行期货交易,不需要获得会员资格。()
北极地区冰盖的逐渐融化,更__________的意义在于北冰洋上将出现新航道。新航道的出现可以让环北极地区国家__________提出对北极地区的主权主张,不仅可以使本国获得经济和军事利益,而且可以直接对其他国家的科学考察、经济开发等活动进行_______
靖难之役
在下列字符中,其ASCII码值最大的一个是
最新回复
(
0
)