此资料由网络收集而来，如有侵权请告知上传者立即删除。资料共分享，我们负责传递知识。 one of the customers in a wheelchair, and see how you’re treated. 3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. 4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well. 5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care. You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight. 1. Hotel customers and hotel staff think the same about breakfast.{T; F} 2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T; F} 3. It’s not necessary to know about the customers’ needs and preferences. {T; F} 4. Questionnaires are useful in getting feedback from customers.{T; F} 5. Front-line staff have
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此资料由网络收集而来，如有侵权请告知上传者立即删除。资料共分享，我们负责传递知识。 nothing to do with improving customer service.{T; F}参考答案：子问题 1：F; 子问题 2：T; 子问题 3：F; 子问题 4：T; 子问题 5：F 题目14：The heating system of our apartment broke down so I made a ______ call to the community service center. : discussion; complaint; praise参考答案：complaint 题目15：They promised the car for us.: repairing; repaired; to repaired
参考答案：to repaired
题目
16：
We it very much that you’ve come to give us a timely ride. Otherwise we would miss the train.: appreciate; expect; promise参考答案：appreciate 题目17：二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。 Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers: Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is
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此资料由网络收集而来，如有侵权请告知上传者立即删除。资料共分享，我们负责传递知识。 only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy. Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour. Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers. The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career. 1. At whom do angry customers tend to aim their dissatisfaction and complaints? {A; B; C} A. staff members B. company managers C. those who accompany them 2. When a customer shouts rudely at you, you should {A; B; C}. A.
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此资料由网络收集而来，如有侵权请告知上传者立即删除。资料共分享，我们负责传递知识。 argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer 3. The underlined sentence “Use your ears more than your mouth” means {A; B; C}. A. Your mouth is not more important for you than your ears. B. You should listen more than you speak. C. You should talk more than you listen. 4. When dealing with an angry customer, which is NOT the right attitude?{A; B; C} A. Be concerned. B. Be patient. C. Be amused. 5. Which of the following statements is true according to the passage?{A; B; C} A. When the customers complain, you needn’t listen carefully. B. You needn’t say sorry to those angry customers. C. You should relax yourself and try to understand the angry customers.参考答案：子问题 1：A; 子问题 2：C; 子问题 3：B; 子问题 4：C; 子问题 5：C 题目18：Our workers have been checking the heating system since you called us. I you it will perform well soon.: argue; affect; assure参考答案：assure 题目19：They since last night. They are about to finish the work. : are cleaning the system; have been cleaning the system; had cleaned the system参考答案：have been cleaning the system 国开04019管理英语3任务5参考答案说明：如果课程
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此资料由网络收集而来，如有侵权请告知上传者立即删除。资料共分享，我们负责传递知识。 题目是随机的，请按CTRL+F在题库中逐一搜索每一道题的答案特殊说明请仔细：课程的题目每学期都可能更换，所以请仔细核对是不是您需要的题目再下载！！！！题目1：— What vegetables are in season now? — Radish and carrot，_____.: I know; I see; I think参考答案：I think 题目2：— Jack won’t like the film, you know. —___________________ I don’t care what Jack thinks!: So why？; So what?; So how?参考答案：So what? 题目3：_____ is known to all, too much fat causes heart problems.: It; As; Just as参考答案：As 题目4：The machine _____this morning for no reason.: broke off; broke out; broke up参考答案：broke out 题目5：All things ______ ，the planned flight will have to be cancelled.: be considered; considered; considering参考答案：considered 题目6：二、听力理解 听对话录音，根据对话内容完成下方题目（每题10分）。 TASK4_TEST.MP3 操作提示：通过题干后的下拉框选择题目的正确答案。 1. The problem with Koukou Old Yogurt is that it contains __________. {A; B; C} A. processed food B. leather products C. industrial gelatin 2. We can infer from the dialog that lead is __________. {A; B; C} A. a heavy metal B. processed food C. a company manager 3. According to Michael, food safety problems can’t be prevented because __________. {A;
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国开04018-管理英语2-任务7-辅导资料以及国开04019管理英语3任务5-辅导资料
