未分类题

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.