閱讀下面短文，根據(jù)所讀內(nèi)容在表格中的空白處填入恰當(dāng)?shù)膯卧~。

注意：每個(gè)空格只填一個(gè)單詞。

Customer service refers to the way that companies behave towards their customers．It's the quality of service that determines whether the customer remains with the company． However, many a time organizations don't focus on customer relationship management, and that's what makes customers angry, which is one of the reasons why companies lose their customers．So customer service is vital and you should know how to improve it．

First of all, you need to realize how important the customers are．It's they who are the boss, and it's because of them that you get your pay checks．So do take your customers seriously．

Finding out the needs of the customers is another important customer service tip．You need to ask the customers the right kind of questions and think of the possible solutions which you can provide．Understand how they feel according to a particular situation, their body language, tone of voice and words they speak．Never make assumptions and think that you know what the customer wants．

Making customers feel they are important is an excellent way to serve them better．Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way．

In addition, there are some other skills which will help you in serving your customers better．For example, once you finish solving the problem for the customer, before, ending the call, always remember to ask if there is anything else you can do for them．' End the call with a "thank you"．If customers are angry, let them express their anger completely．Never interrupt or start speaking until they've finished．Once they've finished speaking, try to calm them down by apologizing．

In a word, always remember that if the customers remain happy, you'll be in business．

Title

How to1.       customer service

Meaning

The way companies behave towards their customers．

Importance

The quality of service determines whether companies can2.         

their customers．For example, bad service can result in3.   customers．

4.       

☆Take your customers seriously because they are your boss and the source of your income．

☆Recognize the needs of the customers．

◇Ask the customers the right kind of questions and offer 5.        

to their problems．

◇Understand customers'6.        from a particular situation, their body language, tone of voice and words．

◇Never7.        that you know the customer's needs．

☆Make customers feel they are important and treat them as individuals by using their first name and praising them8.        .

☆Other small skills:

◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you"．

◇Don't9.        , the customer when he is speaking angrily．

◇Calm the customer down by making an10.          after he finishes speaking．

 

【答案】

1.improve

2.Tips/Advice/Suggestions

3.keep

4.losing

5.solutions

6.feelings 

7.assume

8.sincerely

9.interrupt

10.apology

【解析】

試題分析：

1.根據(jù)So customer service is vital and you should know how to improve it．所以應(yīng)填improve.

2.根據(jù)內(nèi)容來看這是例舉的提高對(duì)顧客服務(wù)的建議，故填Tips/Advice/Suggestions.

3.根據(jù)It's the quality of service that determines whether the customer remains with the company．這里 keep是remain的同義詞。

4.根據(jù)However, many a time organizations don't focus on customer relationship management, and that's what makes customers angry, which is one of the reasons why companies  lose their customers．這里放在介詞之后所以用losing.

5.根據(jù)You need to ask the customers the right kind of questions and think of the possible solutions which you can provide．故填solutions.

6.根據(jù)Understand how they feel according to a particular situation. feelings 是名詞“心情”。

7.根據(jù)Never make assumptions and think that you know what the customer wants．

assume是assumptions的動(dòng)詞形式。

8.根據(jù)the best way to do that is using their first name and finding ways of praising them in a sincere way．sincerely是sincere的副詞形式。

9.根據(jù)If customers are angry, let them express their anger completely．Never interrupt or start speaking until they've finished．故用interrupt.

10.根據(jù)try to calm them down by apologizing．a(chǎn)pology是apologize的名詞形式。

考點(diǎn)：這是一篇議論文。

點(diǎn)評(píng)：文中論述了對(duì)于顧客是上帝的服務(wù)行業(yè)，提出了一些如何改善顧客與服務(wù)關(guān)系的建議。文中所要填的單詞都是高中階段要求四會(huì)的詞匯，需要考生能夠正確理解短文的意思，掌握文中所填單詞的詞性、派生詞、同義詞及它們的用法。這需要考生平時(shí)有扎實(shí)的基礎(chǔ)知識(shí)。

 

練習(xí)冊(cè)系列答案
相關(guān)習(xí)題

科目：高中英語 來源： 題型：閱讀理解

任務(wù)型閱讀（共10小題；每小題1分，滿分10分）

   閱讀下面短文，根據(jù)所讀內(nèi)容在文后第76至第85小題的空格里填上適當(dāng)?shù)膯卧~或短語，并將答案轉(zhuǎn)寫到答題卡上。

注意：每空不超過3個(gè)單詞。

Television, the most popular and persuasive of modern technologies, marked by rapid change and growth – is moving into a new era, an era of extraordinary sophistication and versatility, which promises to reshape our lives and our world. It is an electronic revolution of sorts, made possible by the marriage of television and computer technologies.

The world “television”, derived from its Greek (tele: distant) and Latin (vision: sight) roots, can literally be interpreted as sight from a distance. Very simply put, it works in this way: through a sophisticated system of electronics, television provides the capability of converting an image (focused on a special photoconductive plate within a camera) into electronic impulses, which can be sent through a wire or cable. These impulse, when fed into a receiver (television set), can then be electronically reconstituted into that same image.

Television is more than just an electronic system, however. It is a means of expression, as well as a vehicle for communication.

The field of television can be divided into two categories determined by its means of transmission. First, there is broadcast television, which reaches the masses through broad – based airwave transmission of television signals. Second, there is no broadcast television, which provides for the needs of individuals or specific interest groups through controlled transmission techniques.

Traditionally, television has been a medium of the masses. We are most familiar with broadcast television because it has been with us for about thirty-seven years in a form similar to what exists today. During those years, it has been controlled, for the most part, by the broadcast networks, ABC, NBC, and CBD, who have been the major purveyors（供應(yīng)商）of news, information, and entertainment. These giants of broadcasting have actually shaped not only television but our perception of it as well. We have come to look upon the picture tube as a source of entertainment, placing our role in this dynamic medium as the passive viewer.

Title:  76.          

Current situation

moving into a new era because of the combination of television and 77.       

78.        of its name

tele: “distant” in Greek

vision:79.         

80.         

an image (through a sophisticated system of electronics)→81.        (through a wire or cable) →a receiver→the same image

82.         

83.        , a means of expression, a vehicle for communication

84.          of the television field

broadcast television and non-broadcast television

Traditional situation

people are familiar with broadcast television: some broadcast net works controlled television and thus shaped TV and85.           

查看答案和解析>>

科目：高中英語 來源：湖南師大附中高二年級(jí)模塊六英語模塊結(jié)業(yè)考試 題型：閱讀理解

閱讀下面短文，根據(jù)所讀內(nèi)容在文后第53至第57小題的空格里填上適當(dāng)?shù)膯卧~或短語，并將答案轉(zhuǎn)寫到答題卡上。
注意：每空不超過3個(gè)單詞。
Thanksgiving Day
Many people believe Thanksgiving is a Western holiday, but in fact, it is only an American holiday held every fourth Thursday of November although Canada holds their own unique Thanksgiving on the second Monday of October.
The pattern of the Thanksgiving celebration has never changed through the years. The big family dinner is planned months ahead. Some of the family will have to travel by air and others will make long motor trips with the children. Sons and daughters away at college use their four-day holiday to go home, and employees take extra days from their work so as to be able to make the trip for the annual reunion. The Thanks-giving dinner menu today is somewhat the same as it was on Thanksgiving Day in 1863. On the dinner table, people will find apples, oranges, chestnuts and grapes. There will be pudding (布丁), mince（肉末）pie, other varieties of food and squash（鮮果汁）. The rest and most attractive among them are roast turkey and pumpkin pie. They have been the most traditional and favorite food on Thanksgiving Day throughout the years.
In true Thanksgiving spirit the family circle is often enlarged to include friends known to be alone, foreign visitors, or servicemen away from home. Orphans, the aged and the homeless also have the traditional turkey dinner, provided either by some charitable (慈善的) individual or a church group.
Thanksgiving Day

The dates
In the USA
Every fourth Thursday of November
53. ________
Every second Monday of October
 
54. _______
The big family dinner
Planned months ahead
All family members
Expected to get home for 55. ________
The dinner menu
Roast turkey and pumpkin pie, apples, oranges, chestnuts, grapes, other varieties of food and etc
The Enlarged spirit
People invited to
Thanksgiving Dinner
Friends known to be alone, 56. ________, or
servicemen away from home
People provided with
57. ________
Orphans, the aged and the homeless

查看答案和解析>>

科目：高中英語 來源：2011屆山西省河津市第二中學(xué)高三九月份月考英語卷 題型：閱讀理解

閱讀下面短文，根據(jù)所讀內(nèi)容在表格中的空白處填入恰當(dāng)?shù)膯卧~。注意：每個(gè)空格只填一個(gè)單詞。
You may admire both the romantic love story and the mysterious city of Rome in the movie Roman Holiday. If you are planning to visit Rome, here are some cultural dos and don’ts you should know.
Coffee Etiquette: Italian breakfast consists of pastry and a cup of Cappuccino or shot of espresso. Cappuccino is generally a morning drink and is not drunk after noon by real Italians. A post-dinner espresso, however, is a common practice.
Dinner Rules: Guests are expected to arrive for dinner reservations at least fifteen minutes late. In many restaurants, printed menus are for tourists. Regular patrons know to ask for the daily specials, which typically feature the freshest ingredients. Bread, is rarely together with butter or olive oil.
Drink the Water: Rome has plenty of public water fountains, and real Romans and their dogs always drink directly from them. Many people also refill their water bottle from these fountains.
Mind the Traffic: Unless there's a traffic light, or you are in a crosswalk, don't expect cars  to stop for you. Though crosswalks go first, in a car – crazy city, still you’d better keep cautious and walk cautiously.
Money: Always have some euros with you. Most major hotels, restaurants, and shops take credit cards, but many smaller operations either will either be unwilling to accept them for smaller purchases or do not accept credit cards at all. ATMs are available around the city and at the airports.
About Soccer: Most Italian men are passionate about their soccer. Arm yourself with some knowledge of Italy's soccer scene, and you will find ready conversation partners almost everywhere.
The Romans: The people here love to share their thoughts, opinions and emotions. They are creative, passionate, playful, occasionally rude or vain but always entertaining, and almost always good – humored.

Theme
Dos and Don’ts in Rome
Eating
▲Always have your breakfast with a cup of drink,
Cappuccino or espresso (76)          .
▲Arrive at least fifteen minutes last if you (77)         for dinner.
▲Bread, when served, is rarely (78)       by butter or olive oil.
▲(79)     some daily specials in restaurants directly, as regular customers do.
Drinking
▲Public water fountains are always (80)          by real Romans and their dogs.
▲Refill your water bottles from the fountains, too.
Traffic rules
▲Never expect cars to stop for you unless in a crosswalk or there is a traffic light.
▲When you are in a crosswalk, you’d better keep (81)      .
(82)         
▲Have some euros with you for smaller (83)         , because not all shops take credit cards.
Communicating
▲Start your (84)           with local people by talking about Italian soccer and they will be (85)       to share their opinions with you.
 

查看答案和解析>>

科目：高中英語 來源：2011-2012學(xué)年江蘇省重點(diǎn)中學(xué)高二5月質(zhì)量檢測英語試卷（帶解析） 題型：閱讀理解

閱讀下面短文，根據(jù)所讀內(nèi)容在表格中的空白處填入恰當(dāng)?shù)膯卧~。注意：每個(gè)空格只填一個(gè)單詞。
Time, a faithful company of our life, is a universal topic. People are always curious about what it is, how it travels and who it meets.
Stephen Hawking, one of the world’s smartest physicists, once said. “I’m fascinated by time.”
Many of us are, and the popularity of time travel novels, movies and TV series has proved that. After Palace and Startling by Each Step achieved astonishing ratings last year, Palace 2 aired on January 20, attracting time travel fans back to TV.
Woody Allen’s movie Midnight in Paris achieved great success. It was nominated for Best Picture, Directing, Original Screenplay and Art Direction for the 2012 Academy Awards.
Dream of heroism
Time travel TV series and movies connect both today and the past, thus offering room for imagination. Imagination creates a chance for the young to fulfill a dream that is hard to achieve in reality.
Chinese writer Xi Juan is a pioneer of time-travel stories in China. In 1993 she published a love story about a young woman time traveling to ancient times. The leading role’s modern personality and perception of love help her win the heart of a cool, handsome martial art master. Such a plot satisfies female fans’ love fantasy.
Starting from the late 1990s, novels about men traveling back to the past prevailed (盛行), with a Step into the Past as the most popular example. In these stories, the male leading roles accomplish great things with their modern skills and wisdom.
It is usually “a dream of heroism come true”, along with enviable romances.
Eye candy
“I’m hooked by the shows because they are characterized by dramatic and poetic love and have eye-pleasing actors,” Xia Xiaoyan, who works for a foreign-owned enterprise in Shanghai, explained her love for time travel TV series.
Her comment echoes a 2011 survey by Creat Marketing Research Co Ltd in China. When asked about what is so appealing about time travel TV series, 21 percent of respondents answered, “These attractive characters.”
A bigger reason behind the popularity of time travel stories, however, is the relaxation they offer, according to the survey.
Cai Yinong agrees. “Many people are facing tremendous pressure in their fast-paced lives, so this genre is more relaxing than other shows as it provides people with a terrific outlet to escape reality,” Cai told China Daily.
Cultural homesickness
“Which dynasty would you like to live in if you could travel to the past?” asked a survey launched by Shanghai University and Shanghai Social Sciences Association last December.
About 60 percent of the 2,543 respondents chose Tang Dynasty, while Qing Dynasty, and the Spring and Autumn and Warring States periods were the other top two destinations.
The survey results reflects people’s definition of the good days: prosperous economy and culture, steady society, fair and uncorrupted politics, and opening up to the outside world.
As for the movie Midnight in Paris, it features modernity versus cultural homesickness. The New York Times commented, “The past seems so much more vivid, more substantial, than the present. The good old days are so attractive because we were not around, however much we wish we were.”

Time  travel  wins  fans
Phenomenon
l Stephen Hawking shows great interest in 【小題1】   _.
l People prefer 【小題2】____ time travel movies and TV series.
l Woody Allen was 【小題3】_______ in his time travel movie.
Reasons for its 【小題4】___
Supporting details
Dream of
heroism
l Chances are offered for the young to fulfill 【小題5】__________ hard to
l achieve in reality.
l Xi Juan’s 1993 love story【小題6】_______ a young woman traveling to
l ancient times, which satisfies females fans.
l From the late 1990s, novels about 【小題7】________ traveling back to
l the past became increasingly popular.
l The male leading role in A Step Into the Past travels back to the past
l to fulfill great things by using his 【小題8】_______ skills and wisdom.
Eye candy
Attractive actors and travel stories make viewers under pressure
【小題9】_________.
Cultural homesickness
Most respondents chose to live in a certain dynasty for:
l Prosperous economy and【小題10】________;
l Steady society;
l Fair and uncorrupted politics;
l Opening up to the outside world.

查看答案和解析>>

科目：高中英語 來源：2011年湖南省、四中）兩校高一下學(xué)期期末聯(lián)考英語題 題型：填空題

閱讀下面短文，根據(jù)所讀內(nèi)容在文后的空格里填上適當(dāng)?shù)膯卧~或短語。注意：每空不超過三個(gè)單詞。

My name is Jane. My job is to write stories and newsletters for a magazine. My hobby is traveling and I hope to visit Great Britain one day. I’d like a pen-pal from London, who is interested in discussing the differences between Europe and Asia. I love listening to pop music and playing football.

I’m Manuel. I’m a businessman and have a large  company with many workers and clerks. I’d like to find a pen-pal who is also a businessman and lives in North America. I like using the Internet.

I am working in a university. I speak English, French and Russian. My family name is Jackson but my students usually call me Sarah. I’d like a pen-pal who is fond of language learning working in Oxford University. I don’t like using computers for learning and I believe that true language can only happen in a classroom.

I’m Peter and interested in the differences bet ween East Europe and North America. I love riding my horse and listening to jazz. I usually get up at 7 o’clock and go to school around 7:30 in the morning. I want to find a pen-pal living in Sydney who has the same interest as me.

Cindy is my first name. I’m working in a travel agency. Sometimes I am called Mr. Guide as I am working. I’d like to find a pen-pal who comes from Europe. I like playing the piano and listening to jazz. I’m interested in history, but I don’t like to discuss languages.

 

Name    Vocation(職業(yè))  1.___________   Pen-pal from

Jane    2._____________ Traveling;

listening to pop music and 3.____________  

London

4. _____________    Businessman Using 5._________   North America

Jackson 6. _____________    Teaching    Oxford University

Peter   Student 7.____________ and listening to jazz    8. _____________

Cindy   9. _____________    Playing the piano; listening to jazz; history   10. _____________

 

查看答案和解析>>

同步練習(xí)冊(cè)答案