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发表于 2023-11-3 18:09:02
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8217;t leave your customer with an unanswered question.<br />
A.Whatever<br />
B.Whenever<br />
C.However</p>
<p>4.Looking your customers in the eye shows that we are listening to them and hearing _________ .<br />
A.why are they saying<br />
B.how are they saying<br />
C.what they are saying</p>
<p>5.Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly.<br />
A.expire<br />
B.express<br />
C.exact</p>
<p>二、阅读理解/翻译/完形填空（题型随机）（共50分）</p>
<p>6.阅读理解：根据文章内容，判断正误（每题10分）。<br />
The Feel Good Factor in Customer Service</p>
<p>A challenge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the “Feel Good Factor”. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:<br />
Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say “I don’t know”, but it should always be followed up by “but let me find out” or possibly “but this person will be able to assist you”. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.<br />
Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don& |
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发表于 2023-11-3 18:09:02
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