The meaning of customer service The way companies behave towards their customers.
The
36.________
of customer
service The quality of customer service determines whether companies can 37.________ their customers. For example, bad service can result in 38.________
customers.
Tips ●Take your customers seriously because they are your boss and the source of your income.
●Find out the needs of the customers.
◇Ask the customers the right kind of questions and offer 39.________ to their problems.
◇Understand customers'40.________
from a particular situation — their body language, tone of voice and words.
◇Never 41.________ that you know the customers' needs.
●Make customers feel they are important and treat them as individuals by using their first name and praising them 42.________.
●Other small skills:Always ask if you can do anything else for the customers before ending the call and end the call with a “thank you”.________ the customer when he is speaking angrily.
◇Calm the customer down by making an 44.________ after he finishes speaking.
参考答案
课时作业(十八)
考查引导时间状语从句的连词。表示“一……就……”之意的时间状语从句的连词可以用副词immediately/instantly等,也可以用the moment/minute等。故答案选D。 考查动die down表示“逐渐减弱/平息,(声音)静下来”;die out表示“(动物、植物物种)灭绝,(火)熄灭,(风俗、习惯等)逐渐消失”;die away表示“(风、光等)渐弱/消失”;die off表示“(一群生物)先后死去”。句意:掌声持续了几分钟才平息下来。根据句意应选A。 考查动词辨析。pass多指用手传递物品或口头传递信息等;relay一般指无线电等转播或把消息分程传递到某地;deliver多指将信件、包裹等物品发送出去或交到某地;release表示“释放”。根据句意“你们曾承诺马上送货上门,但至今我们未收到任何东西”可知,答案是C。 考查recommend的用法。recommend后接动词,只能接形式,即recommend doing sth.,所以答案为B。 考查反意疑问句。当主句的主语不是第一人称, 谓语动词为think, suppose,believe,imagine,expect等,这类句型的反意疑问句she,所以反意疑问句要随着主句而变化。故答案应是A。 考查动词辨析。句意:最打动我的是她对那些在孤儿院惹麻烦的残疾孤儿的耐心。push“推,推动”;rush“催促,冲”;draw“绘画,拉”;strike“打动,感动”。 考查名词辨析。response表示“反应”;caution表示“谨慎,小心”;tendency表示“趋势”;tone表示“语调,语气”。根据常识判C。 考查倒装句的用法。here和there引导的倒装句只能用一般现在时或一般过去时。根据句首的Look可知,这里只能用一般现在时表示现在发生的事。故答案为D。 考查动词辨析。refresh意为“使振作精神”;drown意为“淹死,溺死”;astonish意为“使吃惊”;bend意为“弯曲”。从语境来看,选A。 首先回答介意还是不介意,这要根据后面的部分。结合前后部分可知只有B项最佳,意为“不介意,打开吧”。A项“不要紧”;C项和D项自相矛盾。
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