题目1
—Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?
—Waiter:
选择一项：
A. I’m really sorry about that.
B. I don’t think it’s hard.
C. You’ll get it next time.
题目2
—Why do you look unhappy. What’s the matter?
— .
选择一项：
A. I’m satisfied with the good performance of the radio I’ve just bought.
B. I’m glad to have bought this radio at such a price.
C. I’m rather disappointed with the poor quality of the radio I’ve just bought.
题目3
— ?
—That’s great!
选择一项：
A. What are you going to eat at the Mexican restaurant
B. When are you going to dinner at the Mexican restaurant
C. How about going to dinner at the Mexican restaurant tonight
题目4
We feel with the inconvenience the service center brought us.
选择一项：
A. disappointed
B. worried
C. surprised
题目5
I don’t know . I just arrived here two minutes ago.
选择一项：
A. what’s going on
B. how is going on
C. who is going on
题目6
满分50.00
二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
1. Hotel customers and hotel staff think the same about breakfast.回答TF
2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.回答TF
3. It’s not necessary to know about the customers’ needs and preferences. 回答TF
4. Questionnaires are useful in getting feedback from customers.回答TF
5. Front-line staff have nothing to do with improving customer service.回答TF
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