3938国开电大专科《管理英语2》期末考试第三题阅读理解之选择题库[珍藏版].pdf

3938国开电大专科《管理英语2》期末考试第三题阅读理解之选择题库

[珍藏版]

说明：更新至2021年7月试题,可以根据试题首字母音序查找试题及答案。

[试题]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthis

happenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompany

andnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhow

tohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategy

fordealingwithangrycustomers：

Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itis

onlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationand

sendthecustomerawayhappy.

Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，you

willbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.

Showthatyoucare：Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthat

youwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwill

winthecustomerover.Therewillbeasignificantchangeintheirbehaviour.

Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersand

withyourselfwillgoalongwayinwinningoverhostilecustomers.

Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostile

circumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyour

career.

附翻译：

[试题]愤怒的顾客往往会把不满和抱怨的对象指向工作人员。如果这种情况发生在你身上，你应该记住，

他们实际上是在表达他们对公司的不满，而不是对你个人的不满。但是，如果您想在任何业务中取得成

功，那么您必须学习如何处理愤怒的客户。下面列出了一些指导方针，以帮助您制定自己的应对愤怒客

户的个人策略：

永远不要反驳。即使在最困难的情况下，您也必须保持冷静并努力让客户满意。只有同意他们的观

点并提出可能的解