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Emily started working for the company [br] When dealing with complaints, she wou
Emily started working for the company [br] When dealing with complaints, she wou
游客
2025-05-15
21
管理
问题
Emily started working for the company [br] When dealing with complaints, she would like to
M: Come in Emily and take a seat.
F: Thanks.
M: So, where do we start? Should we begin with a look at last year and then go on from there?
F: Fine.
M: So, how do you feel you’ve done in your first full year with the company?
F: Overall, I think I’ve done quite well. I feel quite confident now about what I do.
M: And are you happy with your duties?
F: Well, the job is exactly as it was advertised in the paper, so there have been no surprises. I like dealing with customers and I don’t mind answering the phone and preparing invoices. Sometime it’s a bit boring typing long price lists, but then everyone has to do it.
M: That’s true. Does anything make your job difficult?
F: The computer. To begin with, I was slow because I didn’t know the program, but now I get annoyed when the computer just stops working for no reason. I often sit looking at the monitor for minutes, not sure whether it is still working or not. I think the network is too old for our software and we need some new machines.
M: But apart from the computer, is there anything else you would like to change?
F: Erm, let me see. I’d like the authority to issue credit notes without having to ask you first. You’re often away on business and sometimes customers ring up with a complaint. And if we can’t contact you, then we can’t deal with the complaint properly. It’s a bit embarrassing at times.
M: Yes, but some of our customers always find something wrong and try and get a credit note with every order. You can’t believe everything they say, you know. What about your objective for the future?
F: Well, I need to get ’to know the customers a bit better and maybe try to make fewer mistakes. But I think the most important thing is to increase my product knowledge, so don’t, get embarrassed when customers make enquiries.
M: Don’t worry. You’ll learn all that in time. What I’d like to ask you about now is...
选项
A、take more responsibility.
B、pass tile customer on to her boss.
C、give the customers money back.
答案
A
解析
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