Question

【题目】根据短文内容，从短文后的选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。

Customer service refers to the way that companies behave towards their customers. 【1】 However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers. 【2】

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously.

【3】 You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆断）and think that you know what the customers want.

【4】 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely. 【5】 Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A. Never or start speaking until they’ve finished.

B. You can bring in as many new customers as you want.

C. So customer service is important and you should know how to improve it.

D. Finding out the needs of the customers is another important customer service tip.

E. Making customers feel they are important is an excellent way to serve them better.

F. It’s the quality of service that determines whether the customer remains with the company.

G. More companies are finding that their customer service should not be limited to Stores.

Answer 1

【答案】

【1】F

【2】C

【3】D

【4】E

【5】A

【解析】

试题分析:文中论述了对于顾客是上帝的服务行业，提出了一些如何改善顾客与服务关系的建议。

【1】F考查对上下文的理解和推理判断能力。根据Customer service refers to the way that companies behave towards their customers顾客服务指的是公司对顾客的行为，F选项It’s the quality of service that determines whether the customer remains with the company这个服务质量决定了公司是否能留住顾客，符合，故选F。

【2】C考查对上下文的理解和推理判断能力。根据that’s what makes customers angry, which is one of the reasons why companies lose their customers.这就是为什么顾客会生气，也是公司会失去顾客的原因，C选项So customer service is important and you should know how to improve it所以顾客服务是很重要的，你必须知道如何改善它，符合，故选C。

【3】D考查对上下文的理解和推理判断能力。根据You need to ask the customers the right kind of questions and think of the possible solutions which you can provide.你需要知道顾客的问题所在，并且想好可能的解决方法，D选项Finding out the needs of the customers is another important customer service tip.找到顾客的需求是一个重要的改善顾客服务的一个贴士，符合，故选D。

【4】E考查对上下文的理解和推理判断能力。根据the best way to do that is using their first name and finding ways of praising them in a sincere way.最好的方法是使用他们的姓来称呼他们，并且真心的赞扬他们，E选项Making customers feel they are important is an excellent way to serve them better使顾客知道他们是重要的是一个极好的更好服务顾客的方式，符合，故选E。

【5】A考查对上下文的理解和推理判断能力。根据If the customers are angry, let them express their anger completely. 如果顾客生气，让他们表达自己的气愤之情，Once they’ve finished speaking, try to calm them down by apologizing.等他们结束了说话，就跟他们道歉让他们冷静下来，A选项Never interrupt or start speaking until they’ve finished.千万别打断他们，只有等到他们讲完你才能开始讲话，符合，故选A。