Question

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(贈券) 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.

Answer 1

1.B

2.B

3.A

4.A

【解析】

試題分析：這是一篇介紹顧客投訴處理技巧的文章。

1.概括全文題。第一段引出，客戶投訴是很重要的商業(yè)信息，有效處理客戶投訴非常重要。后面5段，介紹了5個處理客戶投訴的小技巧。最后一段，強(qiáng)調(diào)只要處理好客戶投訴，將在市場上葆有競爭優(yōu)勢。文章主要闡述的是如何處理客戶投訴，故選B。

2.題。Complaints can be a great source of information for the organizations. 對組織而言，投訴是很好的信息來源。客戶投訴有時是有益的，故選B。

3.題。It’s important for you to know that your apology must appear authentic to the customer, and not an empty excuse.道歉必須讓客戶信服，不要出現(xiàn)蒼白的借口。了解這些是很重要的。選A。

4.。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.首先，不打斷顧客，認(rèn)真傾聽，與顧客進(jìn)行舒適的眼神交流，給予顧客充分重視。你還需要讓顧客感受到被理解。接到顧客投訴的第一件事情就是表明一個真誠的態(tài)度，故選A。

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