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
36
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
WhatisthelargestethnicgroupinSanFrancisco?[originaltext]W:Areyouvisi
起重机械主要受力结构件折断或者起升机构坠落,属()。A.一般事故 B.严重事
A.驱虫药B.安神药C.滋补药D.解表药E.治疟药须趁热服下的药物是
放学以后,几位同学到其班主任刘某在学校私自开设的小商店里购买了过期食品,导致几位
简述现代企业人力资源管理各个历史发展阶段的特点。
下列机构中,属于证券服务机构的是()。 A.资信评级机构B.财务顾问机构
基金托管人无权对基金财务会计报告、中期和年度基金报告出具意见。 ()
一般资料: 求助者,女性,22岁,未婚,大学毕业,几个月前进入工作单位实习。求
盒子中装有12支铅笔,其中一半是国产的,另一半是进口的.现从盒子中随机地抽取2支
胃大部切除患者出现贫血,其主要原因是A.HCl减少 B.黏液减少 C.内因子
最新回复
(
0
)