3938国开电大管理英语2历年期末考试(第三题阅读理解选择题)题库.docxVIP

3938国开电大管理英语2历年期末考试(第三题阅读理解选择题)题库 [试题]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 area few guidelines to help you develop your own personal strategy for dealing with angry customers：[2018年1月试题] 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 viewpoint 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 along 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. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff members. B. Company managers. C. Those who accompany them. [答案]A 22.When a customer shouts rudely at you， you should A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer [答案]C 23.