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Write a proposal for the Chief Executive
summarising the present situation
pointing out why complaints have been made
presenting how your proposal might affect staff.
答案
更多“Following complaints from the employees, your Chief Executive asked you to write a proposa”相关的问题
第1题
A.High blood pressure
B.Fatty tissue complaints
C.Diabetes
D.Stomach-ache
第2题
All of the following are the health complaints caused by the poisonous bars EXCEPT______.
A．flu-like symptoms
B．nausea
C．diarrhea
D．heart disease
第3题
Which of the following is the closest to the record number of consumer complaints？
A．2,000.
B．4,000.
C．5,000.
D．7,000.
第4题
A．painful headache.
B．indigestion,
C．loss of memory.
D．nervousness and concentration problems.
第5题
A．lack of the capacity to handle calls on wireless systems due to the greatly increasing phone users
B．the plunge in prices for wireless service
C．lack of call centers to deal with the customers' complaints
D．the technical complexity of sending and receiving wireless calls
第6题
Which of the following statements is TRUE according to paragraph 2？
A．The specialists' complaints can by no means be justified and should thus be dismissed.
B．A machine itself cannot be made to think in that it usually follows the procedures set in advance.
C．Humans generally use their wisdom to assess risks, evaluate the outcomes and make a sensible decision.
D．Machines are after all machines and they will never defeat human chess players.
第7题
第8题
听力原文：W: Mr.Hiller.is the number of complaints increasing or decreasing？
M: There was a slight decrease last year.The highest number of complaints was two years ago when we received 7,300.
W: Does the reduction mean that the quality of goods and services is improving？
M: don't think so.It's probably due to poor economic situation.Most people are simply buying less.
W: Is there ally change in the nature of the complaints？
M: Not really.People are still complaining about the same things.
W: What do they complain about most often？
M: Electrical appliances.Last year,we received 1,809 complaints about them-25 percent of all complaints.Then there are complaints about travel agencies,photographic and sound equipment,and clothing-in that order
W: What sort of complaints do you get about travel agencies？
M: Oh.they include anything from air tickets to accommodation.
W: Are most of the complaints justified？
M: About 90 per cent of the complaints about travel agencies are justified.In other areas,investigation of about 50 per cent of the complaints reveals some kind of business malpractice,but overall about 30 per cent of the complaints are due to misunderstandings on the part of the consumer；the rest are too vague to be worth following up.
W: How long does it take you to complete an investigation of a complaint？
M: About two to three weeks for a proper investigation. we really need more staff.
W: Thank you.Mr.Hiller.
M: My pleasure.
Why did the number of complaints decrease last year according to the man？
A．The quality of goods and services has improved.
B．Most people are reducing their consumption.
C．Complaint channels are too limited.
D．Many people don't bother to complain.
第9题
？Phone left to ring too long before being answered.
？Calls answered impolitely, e.g. just "Hello".
？Transferring calls automatically to a colleague — often the colleague doesn't know about the transfer, or how long it will be for.
？Taking messages — some employees not writing detailed messages down (date, time, caller's name and number),
？The Office Manager has asked you to write a report to all staff on recommended telephone procedures.
？Write the report in about 120 - 140 words, explaining how stall' should use the phones. Use the information in your notes above.
？Write on your Answer Sheet.
第10题
Passage two
Question 62 to 66 are based on the following passage
High-quality customer service is preached(宣扬) by many ,but actually keeping customers happy is easier said than done
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide t frequent their competitors, according to a study jointly conducted by Verde group and Wharton school
“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde group.” the store loses the customer, but the shopper must also find a replacement.”
On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance climinated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
注意：此部分试题请在答题卡2上作答
62. Why are store managers often the last to hear complaints？
A Most customers won’t bother to complain even if they have had unhappy experiences.
B Customers would rather relate their unhappy experiences to people around them.
C Few customers believe the service will be improved.
D Customers have no easy access to store managers.
