首页
登录
职称英语
● You will hear a manager talking to staffs about the way they answer the teleph
● You will hear a manager talking to staffs about the way they answer the teleph
游客
2025-05-17
22
管理
问题
● You will hear a manager talking to staffs about the way they answer the telephone.
● For each questions 23-30, mark one letter (A, B or C) for the correct answer.
● After you have listened once, replay the recording.
So, if everyone is here, I’ll make a start. Now, as you might know, a few months ago we asked some consultants to take a look at the way we answer the telephone across the group. They telephoned our offices and made enquiries as customers normally would. They recorded information such as how quickly the call was answered, how friendly people were and how efficiently they dealt with the enquiry.
So, I’ll begin with what they found out. Right now, first of all, they found out that on average we answer the phone after four rings, which isn’t bad, but we can still improve on it. Secondly, friendliness. Now, although some offices scored as high as 8 out of 10 for friendliness, the consultants only gave the company as a whole 6 out of 10. Once more, this wasn’t as good as it should be. The consultants said that 7.5 is the minimum we should be aiming for throughout the group. And finally, efficiency. Now here, we did quite well. It seems that the people who normally answer the phone can either deal with enquiries themselves or put the caller through to the right person. However, there were one or two negative points which we still have to work on, such as always remembering to ask the caller’s name before putting them through. So, as you can see, we need to do a lot of work.
Going back to the first point, about the phone ringing four times, everyone will now be responsible for answering the phone after the third ring. This way there is no excuse for keeping a caller waiting. The point about friendliness, however, is the most important. People want to hear a cheerful voice when they call the company and feel good when they do business with us. So we’re going to choose some new hold music and the consultants have given us some good phrases to use on the phone. They’re on the handout I gave you at the beginning. Does everyone have copy? Right, good.
So, moving on to efficiency...
选项
A、quickly staff answer the phone.
B、efficiently staff deal with enquiries.
C、friendly staff sound on the phone.
答案
C
解析
由"The point about friendliness, however, is the most important." 知选C。
转载请注明原文地址:http://tihaiku.com/zcyy/4080134.html
相关试题推荐
●Youwillhearamanagertalkingtostaffsaboutthewaytheyanswertheteleph
Whendoestheplanetakeoff?[br]WhichgraphistheHeadofDepartmenttalking
Theinformationwas[br]Employeesshouldanswerthephoneafter[originaltext]
Theinformationwas[br]Thecompany’sstaffanswerthephone[originaltext]
•Listentothemanagertalkingtostaffaboutthewaytheyanswerthetelephone
AlotofmanagersareanxiousaboutWebservicesbecause[br]Whichkindofsecu
AlotofmanagersareanxiousaboutWebservicesbecause[br]MrSutorcompares
AlotofmanagersareanxiousaboutWebservicesbecause[br]BerkinsusesWebs
AlotofmanagersareanxiousaboutWebservicesbecause[br]AWebserviceappl
•Lookatthenotesaboutqualitiesofgreatmanagers.•Someinformationism
随机试题
Intheearly1970’s,CitibankofNewYorkCitybecameoneofthefirstfinan
Womenaregettingunhappier,ItoldmyfriendCarl."Howcanyoutell?"
[originaltext]SportThe
[originaltext]Goodafternoon,everyone.WelcometoEdwardHouse,oneofthe
中期报告应当向证券监督管理机构和证券交易所报送的内容有()。Ⅰ.公司财务会计报
在证券公司中间介绍业务中,证券公司为期货公司介绍客户时,可以向客户( )。
关于房地产估价要素的说法,正确的有( )A、估价目的取决于估价委托人对估价的实际
期货交易所的组织形式有()。A.会员制 B.公司制 C.委员会制
下列关于错报的说法中,错误的有()。A.除非法律法规禁止,注册会计师应当及时将审
某工作双代号网络计划如下图所示,存在的绘图错误有()。 A、多个起点节点
最新回复
(
0
)