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

第1题

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 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.staff members

B.company managers

C.those who accompany them

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第2题

Which of the following statements is true according to the passage?

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.

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第3题

1 Every year thousands of people are arrested and taken to court for shop-lifting.In Brit

ain alone, about HK ＄ 3,000,000's worth of goods are stolen from shops every week. This amounts to something like HK ＄150 million a year, and represents about 4 per cent of the shops' total stock. As a result of this "shrinkage" as the shops call it, the honest public has to pay higher prices.

2 Shop-lifters can be divided into three main categories: the professionals, the deliberate amateurs, and the people who just can't help themselves. The professionals do not pose much of a problem for the store detectives, who, assisted by closed circuit television, two way mirrors and various other technological devices, can usually cope with them. The professionals tend to go for high value goods in parts of the shops where security measures are tightest. And, in any case, they account for only a small percentage of the total losses due to shop-lifting.

3 The same applies to the deliberate amateur who is, so to speak, a professional in training. Most of them get caught sooner or later, and they are dealt with severely by the courts.

4 The real problem is the person who gives way to a sudden temptation and is in all other respects an honest and law-abiding citizen. Contrary to what one would expect, this kind of

shop-lifter is rarely poor. He does not steal because he needs the goods and cannot afford to pay for them. He steals because he simply cannot stop himself. And there are countless others who, because of age, sickness or plain absent-mindedness, simply forget to pay for what they take from the shops. When caught, all are liable to prosecution, and the decision whether to send for the police or not is in the hands of the store manager.

5 In order to prevent the quite incredible growth in shop-lifting offences, some stores, in fact, are doing their best to separate the thieves from the confused by prohibiting customers from taking bags into the store. However, what is most worrying about the whole problem is, perhaps, that it is yet another instance of the innocent majority being penalized and inconvenienced because of the actions of a small minority. It is the aircraft hijack situation in another form. Because of the possibility of one passenger in a million boarding an aircraft with a weapon, the other 999,999 passengers must subject themselves to searches and delays. Unless the situation in the shops improves, in ten years' time we may all have to subject ourselves to a body-search every time we go into a store to buy a tin of beans!

Why does the honest public have to pay higher prices when they go to the shops？

A．There is a "shrinkage" in market values.

B．Many goods are not available.

C．Goods in many shops lack variety.

D．There are many cases of shop-lifting.

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第4题

The public got angry at the news that the criminal had gone abroad without______.A．being p

The public got angry at the news that the criminal had gone abroad without______.

A．being punished

B．punishing

C．having punished

D．punished

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第5题

A. angry B. sorry C. friendly D. helpful

A.angry

B. sorry

C. friendly

D. helpful

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第6题

If you make a cat angry,it may_________you.

A.tear

B.beat

C.spit

D.scratch

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第7题

A. little B. angry C. beautiful D. old

A. little

B. angry

C. beautiful

D. old

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第8题

When dealing with an angry customer, which is NOT the right attitude?

A.Be concerned.

B.Be patient.

C.Be amused.

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第9题

If you are ______something, you may say, "It's cool". A. afraid of B. angry abo

If you are ______something, you may say, "It's cool".

A. afraid of

B. angry about

C. interested in

D. unhappy with

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第10题

Aunt Lucy said,"Dear me,"because she was（）.

A.suprised

B.pleased

C.tired

D.angry

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