Question

【题目】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】

1.You should listen actively to what the customer has to say by maintaining comfortable eye contact. 【2】

2. 【3】 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. 【4】 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. 【5】

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.

Answer 1

【答案】

【1】E

【2】B

【3】C

【4】G

【5】A

【解析】

试题分析：文章是关于顾客投诉的。无论经营哪一行业，都需要处理顾客遇到的问题。消费者的投诉往往会反应出许多问题，因此，有效地处理投诉很重要。

【1】E考查对上下文的理解和推理判断能力。根据上句，对组织的修改和进一步提高来说，投诉可以是一个伟大的信息来源。可知下句，有效地处理顾客抱怨是很重要的。上文陈述投诉意义，下文讲述如何处理。因此本空选E, 起承上启下的作用。

【2】B考查对上下文的理解和推理判断能力。根据You should listen actively可知面对投诉不仅要聆听，更要给予足够的注意。do understand him by giving full attention衔接自然，故选B.

【3】C考查对上下文的理解和推理判断能力。根据下文的your apology must appear sincere和show the customer you’ve accepted the responsibility and provide him with choices可知应选C项作为本段的中心句。

【4】G考查对上下文的理解和推理判断能力。根据下句：要是这样的话，让顾客知道对抱怨采取措施需要多长时间是很重要的。从这里可知谈论的是解决办法及时间问题。故选G.

【5】A考查对上下文的理解和推理判断能力。上文建议制定一套应对顾客投诉的程序。此处应讲其意义所在。故选A.