首页
登录
职称英语
[originaltext] The banking profession doesn’t have a very good reputation fo
[originaltext] The banking profession doesn’t have a very good reputation fo
游客
2023-08-22
52
管理
问题
The banking profession doesn’t have a very good reputation for customer service at the moment. High street branches are shutting down and where banks are available, their opening hours are inconvenient. Staff at the desks are rude, increasingly under-qualified and often unable to answer questions.(23)And if customers try to contact the bank by telephone, they are put through to a call centre in another country where they have to speak slowly in order to be understood. Astonishingly, however, 86% of the customers at First National Bank are either extremely satisfied or very satisfied with the service they receive. And what is even more surprising is that this bank has no high street outlets at all.
First National Bank is run entirely through the telephone and the Internet. And its success shows that customer service is just about face-to-face contact with clients. The primary concern of the bank is recruiting the right people. They have the attitude that some skills, such as keyboard skills and so on, can be taught, but staff can’t be taught to be a nice person.(24)So they only recruit people who already exhibit good communication skills.
And unlike other services that operate primarily over the telephone, the staff at First National Bank do not use scripts. The managers recognize that customers find them impersonal and unnatural. What this bank asks for is that staff be themselves and establish a good relationship with their customers.(25)Part of this is recognizing people’s needs. Staff have to pick up on the caller’s mood and react accordingly.
23. Why is the experience of contacting banks by telephone usually unhappy?
24. What kind of people does the First National Bank intend to recruit?
25. What do we know about the First National Bank?
选项
A、People with proficient computer skills.
B、People with pleasing smile and voice.
C、People with good communication skills.
D、People with varied work experience.
答案
C
解析
转载请注明原文地址:https://tihaiku.com/zcyy/2947862.html
相关试题推荐
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
[originaltext]AmericanvisitorstoEasternAsiaareoftensurprisedandpuz
[originaltext]AmericanvisitorstoEasternAsiaareoftensurprisedandpuz
[originaltext]Thefamilyischanging.Inthepast,grandparents,parents,a
[originaltext]Thefamilyischanging.Inthepast,grandparents,parents,a
[originaltext]Thefamilyischanging.Inthepast,grandparents,parents,a
[originaltext]Thefamilyischanging.Inthepast,grandparents,parents,a
[originaltext]M:I’msotired,Ican’tseestraight.W:You’vebeentiredalot
随机试题
中国吉祥图案(auspiciouspattern)指一些在中国广为流传的、蕴含吉祥意义的图案,如龙、凤(phoenix)、鱼、桃、松树等。在一些节日或
WhatdoesthemanwanttoknowfromJessica?[br][originaltext]M:Hi,Jessica!
[originaltext]Newscanbesomethingtheauthoritieswantyoutoknow,orso
[originaltext]W:Ifeelyouhaven’tgottenthatprogramtorunonyourcomputer
[originaltext]TherecentlyreleasedreportfromtheInternationalAgencyfo
可由怀孕母亲传染胎儿引起畸胎或死胎的寄生虫病是A.血吸虫B.旋毛虫C.钩虫D.弓
根据《保障农民工工资支付条例》,下列单位支付农民工工资的做法,正确的是()
教育心理学作为一门独立的学科,其标志是1903年心理学家桑代克出版了{pz_填空
当实值期权在临近到期时,容易产生对冲头寸频繁和大量调整。()
三相电压不对称度是衡量三相负荷平衡状态的指标,改善三相不平衡度的措施包括(
最新回复
(
0
)