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（请给出正确答案）
A.Be concerned.
B.Be patient.
C.Be amused.
答案
更多“When dealing with an angry customer, which is NOT the right attitude?”相关的问题
第1题
阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
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 careA、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？ {A、B、C}
A. staff members
B. company managers
C. those who accompany them
2. When a customer shouts rudely at you, you should {A、B、C}.
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 {A、B、C}.
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？ {A、B、C}
A. Be concerned.
B. Be patient.
C. Be amused.
5. Which of the following statements is true according to the passage？ {A、B、C}
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.
第2题
A.Walking with head down, a person may sad.
B.When a person was his hands angry, clasped behind back.
C.Sitting with legs apart, a person may be open and relaxed.
D.Ha person is open to you, his arms and legs will be crossed
第3题
A、Giving feedback and dealing with errors.
B、The teacher gives students 2 minutes to skim a text, and when time is up, he asks students to stop and answer some questions.
C、Walking around to offer help to those who need it both in ideas and language.
D、When students are doing a gruop-work task, the teacher joins one or two groups for a short period of time.
第4题
A．Frightened．
B．Worried．
C．Annoyed．
D．Disappointed．
第5题
A．the customer buys a substitute product that yields a higher profit for the seller
B．the customer buys a substitute product that yields a lower profit for the seller
C．the customer goes to a competitor for a purchase
D．the customer says, “Call me when it’s in”
第6题
A．Main system board
B．Processor
C．Hard disk drive
D．Power supply
第7题
【C1】
A．what
B．when
C．who
D．why
第8题
第9题
A．The amount and stability of the borrower’s income
B．The borrower’s available savings and where the down payment is coming from
C．The borrower’s track record in caring for and managing property
D．The outlook for real estate sales in the local market area
E．All of the options are factors that need to be looked into carefully
第10题
Which of the following is an example of an intangible asset of the subsidiary which may be recognised separately from goodwill when preparing consolidated financial statements？
A、A new research project which the subsidiary has correctly expensed to profit or loss but the directors of the parent have reliably assessed to have a substantial fair value
B、A global advertising campaign which was concluded in the previous financial year and from which benefits are expected to flow in the future
C、A contingent asset of the subsidiary from which the parent believes a flow of future economic benefits is possible
D、A customer list which the directors are unable to value reliably
第11题
INTERVIEWS
People applying for jobs normally send in a copy of their CV. This should be used as a basis for questions from the interviewer.
Interviewers find it useful to ask candidates about the way they behaved in difficult situations in the past, for example with an angry customer or colleague. These questions allow applicants to explain how they acted in a real-life situation and, consequently, give clues as to how they would act again in similar situations. Candidates are likely to tell the truth as speaking from memory leaves little time to invent what happened. On the other hand questions which ask candidates to imagine how they would behave in a situation which they have probably never met are of little or no value. This is because they only provide answers about how candidates would hope to behave, and this might not match the actions they would actually take.
In any interview candidates must be treated fairly, with questions asked in the same manner and with no candidate's interview lasting considerably longer than any other's. Candidates should always be given the opportunity to ask questions throughout the interview.
Jan Godley, head of Human Resources at Aspley Supermarkets says: 'A company needs staff not only who have the right qualifications and experience, but also who are happy to fit in with the company's way of doing things. Our managers have to accept the idea that everyone working here is a colleague (managers are always known by their first names), and that spending time actually in the store with colleagues and customers, rather than in their offices, is part of the job. For management posts, we organise pre-interview group exercises to measure team-working and leadership skills, sometimes along with activities to assess personal qualities.
In all our interviews we pay attention to body language. It is natural for candidates to show signs of being nervous at an interview but most relax after a few minutes and become more confident. However, if the nervousness continues until the end of the interview, especially when difficult questions are asked, we would begin to have doubts about that candidate. Like all employers, we want to take on staff who are at ease with colleagues and customers so it is important to watch the way candidates behave, as well as listen to what they have to say.'
According to the article, why are questions about a candidate's past behaviour useful？
A．They prove the candidate will act appropriately in different circumstances.
B．They show the candidate can remember details of the situation.
C．They demonstrate how the candidate might act in the future.
