第三模块 │ 题型探究
For British Airways staff,a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly,with their name,job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
第三模块 │ 题型探究
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”.On the other hand,the more customers are promised,the greater the risk of disappointment.
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()1.The writer mentions “phone rage” (Paragraph 3)to show that ________.
A.customers often use phones to express their anger
B.people still prefer to buy goods online
C.customer care becomes more demanding
D.customers rely on their phones to obtain services 第三模块 │ 题型探究
()2.If a manager should show his empathy (Paragraph 6),what would he probably say?
A.“I know how upset you must be.”
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