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
2024-04-20
40
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、Because communication becomes more difficult.
B、Because the staff in call center are under-qualified.
C、Because the staff are unable to answer questions.
D、Because the staff are not 24 hours available.
答案
A
解析
转载请注明原文地址:https://tihaiku.com/zcyy/3564125.html
相关试题推荐
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
[originaltext]AmericanvisitorstoEasternAsiaareoftensurprisedandpuz
[originaltext]AmericanvisitorstoEasternAsiaareoftensurprisedandpuz
[originaltext]InBritainthebiggestnumberofworkingforeignerscomesfro
[originaltext]M:I’msotired,Ican’tseestraight.W:You’vebeentiredalot
[originaltext]M:I’msotired,Ican’tseestraight.W:You’vebeentiredalot
[originaltext]M:I’msotired,Ican’tseestraight.W:You’vebeentiredalot
[originaltext]W:Haveyouevervisitedaredwoodforest?Irecentlyhadachanc
随机试题
Towriteinthisstyle,hisnovelsnevershakeoffafeelingofoutrageathavin
Exceptionalchildrenaredifferentinsomesignificantwayfromothersofth
合同主体保证所提供的各种文件资料的真实性、完整性、有效性。如果一方提供了假文件资
肺结核大咯血时,应采取体位是A.健侧卧位 B.患侧卧位 C.平卧位
过节逛公园是许多市民的一种休闲方式。据新闻报道,由于人们素质参差不齐,导致节后公
下列关于股票与它代表的财产权的关系,说法正确的有()。 ①股票与它代表的财产
药品监督管理部门对有证据证明可能危害人体健康的药品及其有关材料可以采取查封、扣押
根据下列统计资料回答问题。 2007年前三季度,A市工业生产保持稳步增长的良
对风险模型进行压力测试是风险管理的关键,因为压力测试既能够说明极端事件的影响程度
关于编写招标投标情况书面报告并向建设行政主管部门备案的说法正确的是()。A.由评
最新回复
(
0
)