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国家开放大学管理英语
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 are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
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 view point 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 a long 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.
1. At whom do angry customers tend to aim their dissatisfaction and complaints?回答
A. staff members
B. company managers
C. those who accompany them
2. When a customer shouts rudely at you, you should 回答
.
A. argue back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
3. The underlined sentence “Use your ears more than your mouth” means 回答
.
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
4. When dealing with an angry customer, which is NOT the right attitude?回答
A. Be concerned.
B. Be patient.
C. Be amused.
5. Which of the following statements is true according to the passage?回答
A. When the customers complain, you needn’t listen carefully.
B. You needn’t say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
Under no circumstance _____ to tell lies to the public. （考点：倒装句式） 选择一项： A. the companies are allowed B. are the companies allowed C. the companies will allow
The enemy has strengthened their ______ position. 选择一项： A. protective B. defensive C. offensive
I didn’t do ______ last week. 选择一项： A. nothing B. something C. anything
We should keep in mind the feedback is very helpful for planning future meetings and events.（考点:定语从句） 选择一项： A. what B. that C. when
He is ________ this company. （考点：in charge of和in the charge of词组） 选择一项： A. in charge of B. in the charge of C. under the charge of
— Can you go skating with us this afternoon?（考点：情态动词have to用法） — Sorry, I can’t. I ________ take care of my little sister at home. 选择一项： A. could B. may C. have to
The quality of questionnaire will_____how much information we know from our customers.（考点:affect） 选择一项： A. effect B. affect C. affections
The success of our event is____ to the sponsor.（考点：be related to） 选择一项： A. related B. based C. intended
They promised the car for us. 选择一项： A. repairing B. repaired C. to repaired
Customers ______ refuse to filling the questionnaire are not permitted to buy the product.（考点:主语从句） 选择一项： A. what B. which C. Who
The heating system of our apartment broke down so I made a ______ call to the community service center. （考点：make a complaint call） 选择一项： A. discussion B. complaint C. praise
We think that Smith should be told about his ______ condition as soon as possible.（考点：physical） 选择一项： A. physic B. physics C. physical
Write the telephone number down you forget.（考点：in case ） 选择一项： A. on case B. in case C. under case
— — It will be held on the 3rd floor of Shakiraton Hotel. 选择一项： A. When will you give a speech? B. Do your speech still go on? C. What is the address of your speech?
Under no circumstance _____ to tell lies to the public. （考点：倒装句式） 选择一项： A. the companies are allowed B. are the companies allowed C. the companies will allow
The enemy has strengthened their ______ position. 选择一项： A. protective B. defensive C. offensive
I didn’t do ______ last week. 选择一项： A. nothing B. something C. anything
We should keep in mind the feedback is very helpful for planning future meetings and events.（考点:定语从句） 选择一项： A. what B. that C. when
He is ________ this company. （考点：in charge of和in the charge of词组） 选择一项： A. in charge of B. in the charge of C. under the charge of
— Can you go skating with us this afternoon?（考点：情态动词have to用法） — Sorry, I can’t. I ________ take care of my little sister at home. 选择一项： A. could B. may C. have to
The quality of questionnaire will_____how much information we know from our customers.（考点:affect） 选择一项： A. effect B. affect C. affections
The success of our event is____ to the sponsor.（考点：be related to） 选择一项： A. related B. based C. intended
They promised the car for us. 选择一项： A. repairing B. repaired C. to repaired
Customers ______ refuse to filling the questionnaire are not permitted to buy the product.（考点:主语从句） 选择一项： A. what B. which C. Who
The heating system of our apartment broke down so I made a ______ call to the community service center. （考点：make a complaint call） 选择一项： A. discussion B. complaint C. praise
We think that Smith should be told about his ______ condition as soon as possible.（考点：physical） 选择一项： A. physic B. physics C. physical
Write the telephone number down you forget.（考点：in case ） 选择一项： A. on case B. in case C. under case
— — It will be held on the 3rd floor of Shakiraton Hotel. 选择一项： A. When will you give a speech? B. Do your speech still go on? C. What is the address of your speech?