中小学教育资源及组卷应用平台 Unit 4 Customer Service 阅读文章一： Customer Service and Complaints In today's fast-paced world, customer service plays a crucial role in the success of any business. One of the key aspects of customer service is handling complaints effectively. Complaints can arise from various issues such as product quality, delivery delays, or incorrect orders. How a company addresses these complaints can significantly impact customer satisfaction and loyalty. 1. What is the main topic of the article A. Product development B. Customer complaints and their resolution C. Business marketing strategies D. Delivery services 2. According to the article, what can affect customer satisfaction and loyalty A. The speed of product delivery B. The way complaints are handled C. The variety of products offered D. The location of the business 3. What is the purpose of discussing complaints in the context of customer service A. To encourage more complaints B. To demonstrate the company's weaknesses C. To show the importance of resolving issues D. To discourage customers from complaining 4. Which of the following is NOT mentioned as a reason for customer complaints A. Product quality B. Delivery delays C. Incorrect orders D. High prices 5. What can be inferred from the article about the impact of handling complaints well A. It can lead to increased sales. B. It can improve the company's reputation. C. It can cause customer dissatisfaction. D. It can lead to a decrease in customer loyalty. 阅读文章二： The Role of Apologies in Customer Service Apologies are an essential part of customer service, especially when dealing with complaints. A sincere apology can go a long way in diffusing a tense situation and showing the customer that their concerns are valued. It's not just about saying "I'm sorry," but also about taking action to rectify the issue. This can include offering a refund, an exchange, or a discount on future purchases. 1. What is the main focus of the article A. The importance of apologies B. The role of discounts in customer service C. The process of refunds D. The value of customer complaints 2. What does the article suggest about the impact of a sincere apology A. It can increase the likelihood of a lawsuit. B. It can escalate the complaint. C. It can help in resolving the issue. D. It can lead to further dissatisfaction. 3. What action can a company take to show they value the customer's concerns A. Ignore the complaint B. Offer a refund or exchange C. Increase the price of the product D. Remove the product from the market 4. According to the article, what is the purpose of offering a discount on future purchases A. To compensate for a past mistake B. To encourage more complaints C. To increase the price of future purchases D. To reduce the company's profits 5. What can be inferred from the article about the relationship between apologies and customer service A. Apologies are not necessary in customer service. B. Apologies can help ma ... ...
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