No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen attentively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic 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 if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
1.What does the passage mainly talk about?
A. Effects of customer complaints on business.
B. Tips for handling complaints from customers.
C. Importance of dealing with customer complaints.
D. Several factors resulting in customer complaints.
2.The author thinks that customer complaints _____________.
A. are easy to deal with
B. are sometimes beneficial
C. can actually be avoided
D. are really quite annoying
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. believable B. touching
C. attractive D. clever
4.According to the passage, what is the first thing you should do when facing the customer complaints?
A. Showing sincere attitude.
B. Making an honest apology.
C. Making an absolute promise.
D. Listening to the complaint impatiently.
Mom is usually home on Sunday but this week she was going to a big golf game and I was all alone in the house. I was mad at Mom for divorcing Dad.
I kept looking at the telephone until I couldn’t stand it any longer. I picked up the receiver and dialed Dad’s number over in Bakersfield. I even remembered to dial 1 first because it was long distance. “You promised to phone me this week but you didn’t,” I said, feeling I had to talk to him.
“Take it easy, kid,” he said. “I just didn’t get around to it. I was going to call this evening. The week isn’t over yet.”
I thought about that.
“Something on your mind?” he asked.
“I hoped you would call, so I waited and waited.” Then I was sorry I said it.
“There was heavy snow in the morning,” he said, “I had to chain up on highway 80 and lost time.”
I know putting chains on eight big wheels in the snow is no fun．I felt a little better, as long as we were talking. “How is Bandit?” I asked.
There was a funny silence. For a minute I thought the line was dead. Then I knew something must have happened to my dog.
“Well, kid—”, he began. “My name is Leigh!” I almost yelled. “I’m not just some kid you met on the street!”
“Keep your shirt on, Leigh,” he said. “When I had to stop along with some other truckers to put on chains, I left Bandit out of the cab, I thought he would get back … I have sent out a call to CB radio, but I didn’t get an answer yet.” I was about to say I understood when there came the bad part, the really bad part. I heard a boy’s voice say, “Hey, Bill, Mom wants to know when we’re going out to get the pizza?”
1.From the story we know that _______．
A．Leigh was a deserted boy
B．Leigh’s dad never had a rest on Sundays
C． Leigh’s dad lived in another city
D．Leigh’s mother often went to golf games
2.The underlined sentence “Keep your shirt on” probably means “_____” .
A．Stop talking
B．Calm down
C．Put on your shirt
D．Keep warm
3.Who is Bandit?
A. Leigh’s friend B. Leigh’s dog
C. Leigh’s brother D Leigh’s shirt
4.The worst part in Leigh’s eyes may be that ________．
A．his dad got remarried
B．his parents got divorced
C．his dad didn’t love him
D．his mom didn’t take him to pizza
Nearly a quarter-century after a German boy threw a message in a bottle off a ship in the Baltic Sea, he’s received an answer.
A 13-year-old Russian, Daniil Korotkikh, was walking with his parents on a beach when he saw something lying in the sand.
“I saw that bottle and it looked interesting,” Korotkikh told The Associated Press on Tuesday. “it looked like a German beer bottle and there was a message inside. ”
It said, “My name is Frank, and I’m five years old. My dad and I are traveling on a ship to Denmark. If you find this letter, please write back to me, and I will write back to you.” The letter, dated 1987, included an address in the town of Coesfeld.
The boy in the letter, Frank Uesbeck, is now 29. His parents still live at the letter’s address.
The Russian boy and the German man met each other earlier this month through an internet video link. The Russian boy said he did not believe that the bottle actually spent 24 years in the sea. He believed it had been hidden under the sand where he found it for a long time.
Uesbeck was especially happy that he was able to have a positive effect on a life of a young person far away from Germany. “It‘s really a wonderful story,” he said. “And who knows? Perhaps one day we will actually be able to arrange a meeting in person. ”
1.What is this passage mainly about?
A. Message in a bottle.
B. A beautiful beer bottle.
C. Traveling on a ship.
D. Meeting an old friend.
2.When the German boy threw the bottle into the sea, ________________.
A. he was going back home.
B. he was already 29 years old.
C. he was walking with his parents on a beach.
D. he was traveling to Denmark by ship with his dad.
3.According to the text, which of the following statements is TRUE?
A. Korotkikh’s parents still live in the town of Coesfeld.
B. The German boy did not believe that the bottle actually spent 24 years in the sea.
C. Frank Uesbeck and Daniil Korotkikh have met each other in person.
D. Daniil Korotkikh and Frank Uesbeck have got in touch with each other.
4.Why was Uesbeck very happy when he got the information of the 24 years’ beer bottle?
A. Because he could have a new friend.
B. Because the two boys could surf the internet together.
C. Because he finally got what he had lost.
D. Because he could have a positive influence on a life of a young person.
My father enjoys bike riding. Ever since I was little, I've always loved going biking with my dad . as I became a teenager, other things began to draw my .Suddenly, it was important to do things with .I saw my dad every evening at home. Why did I have to my Sundays to all day bike trips with him, too? If my indifference (冷漠) hurt him, my father kept , but he would always let me know when he was planning a bike trip I wanted to come.
It was a Sunday morning, and I was in low .Two of my friends had gone to the movies without inviting me. Just then my father my room." It's a beautiful day. Want to go for a , today, Beck?" "Leave me alone!" I impatiently . Those were the last words I said to him before he left the house that .
Several hours later, the police called us, us that Dad had a traffic accident. My father's injuries were serious. It took several days before he could speak. Beside his bed I held his hand gently of hurting him. "Daddy...I'm sorry...""It's okay, sweetheart. I'll be okay."
"No, " I said, "I what I said to you that day. You know, that morning?"
"Sweetheart, I don't anything about that day. I remember kissing you goodnight the night before, though." He a weak smile. I felt regretful for my thoughtless remark, for I , wanted him to leave me alone. My teacher once told me that have immeasurable power. They can hurt or they can heal. And we all have the to choose our words. I intend to do that very carefully from now on.
1.A. ThereforeB. HoweverC. BesidesD. Instead
2.A. sightB. attentionC. effortD. energy
3.A. DadB. teachersC. friendsD. brothers
4.A. startB. devoteC. saveD. waste
5.A. asleepB. busyC. silentD. awake
6.A. unlessB. so thatC. in caseD. as if
7.A. conditionsB. spiritsC. statesD. hopes
8.A. leftB. enteredC. checkedD. knocked
9.A. picnicB. walkC. rideD. game
10.A. whisperedB. shoutedC. announcedD. warned
11.A. morningB. afternoonC. eveningD. moment
12.A. convincingB. informingC. remindingD. phoning
13.A. generallyB. finallyC. strictlyD. broadly
14.A. tiredB. awareC. afraidD. sorry
15.A. meanB. thinkC. careD. discuss
16.A. hateB. rememberC. forgetD. like
17.A. managedB. expressedC. exchangedD. got
18.A. oftenB. evenC. neverD. once
19.A. apologiesB. promisesC. wordsD. smiles
20.A. experienceB. powerC. honorD. desire
His friends were ___________and encouraged him to publish his ideas, but Copernicus was cautious.
A. technical B. official
C. educated D. enthusiastic
Since his works earned him quite a reputation in Liverpool, he has stayed there most of his life, ______ the occasional visit to his hometown.
A. but for B. apart from
C. regardless of D. instead of
