A frustrated and angry customer calls in with a system that does not work. Which of the following is the FIRST course of action for a technician to take?（）
第1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 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 behavior.
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 helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.
21. Whom do angry customers tend to aim their dissatisfaction and complaints at?
A. Staff members.
B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should().
A. arg1e back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. The underlined sentence “Use your ears more than your mouth” means().
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.
24. When dealing with an angry customer, which is NOT the right attitude?
A. Be concerned.
B. Be patient.
C. Be amused.
25. Which of the following statements is true according to the passage?
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.
参考答案：21-25：ACBCC
第2题：
A. Transfer the customer to another technician, who can allocate more time to the issue.
B. Maintain a positive attitude and offer them the cheapest solution possible to satisfy them.
C. Listen to what the customer has to say and calmly recommend the best course of action.
D. Use technical language to demonstrate knowledge and expertise to the customer.
第3题：
(A)frustrating
(B) frustration
(C) frustrated
(D) frustrate
正确答案：A
解答参考：Afrustrating意为使人心烦的;B为名词，C为感到心烦的，D为动词【译文】这对我来说是一段心烦而困难的时期
第4题：
______________________
A.happy B.angry C.sad D.thankful
第5题：
A.DROP SEQ_CUSTOMER_ID
B.DELETE SEQUENCE SEQ_CUSTOMER_ID
C.DROP SEQUENCE SEQ_CUSTOMER_ID
D.DELETE SEQ_CUSTOMER_ID
第6题：
A.turn to
B.turn off
C.turn over
D.turn on
第7题：
A. the customer standing right in front of them.
B. the customer who owes the company the most money.
C. the customer calling on the phone.
D. the customer they have an appointment with in an hour.
第8题：
It was difficult for the police to ________ the angry crowd.
A、hesitate
B、pacify
C、satisfy
D、spectacle
第9题：
He came back so late that his father was angry last night.
A. gave back B. returned C. brought back
第10题：