【题干】【阅读理解】阅读下列短文,从A.B.C三个选项中选出一个正确答案,并将答案序号写在答题纸上。
Passage 1
Angry customers tend to aim their dissatisfaction and plaints at staff members. If this happens to you,you should remember that they are actually expressing their dissatisfaction about the pany 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 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 plaining, so that satisfactory steps can be taken. Show that you careUse 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.2
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1、[单选题]Customers_______refuse to filling the questionnaire are not permitted to buy the product.
2、[单选题]We feel_______with the inconvenience the service center brought us.
3、[单选题]I' m writing to______a position as a puter engineer in your pany.
4、[单选题]【翻译】The more familiar interviewing feels to you,the less an_ iety you will feel with the process.
5、[单选题]We think that Smith should be told about his _______condition as soon as possible.
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