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
28
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、It is run entirely through the telephone.
B、It puts customer satisfaction on top priority.
C、It has a few outlets in central business districts.
D、It has a standardized script for the staff to use.
答案
B
解析
转载请注明原文地址:https://tihaiku.com/zcyy/3564127.html
相关试题推荐
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
Whenitcomestotheenvironment,aviationhasaratherdirtyreputation.Th
[originaltext]AmericanvisitorstoEasternAsiaareoftensurprisedandpuz
[originaltext]InBritainthebiggestnumberofworkingforeignerscomesfro
[originaltext]InBritainthebiggestnumberofworkingforeignerscomesfro
[originaltext]Thefamilyischanging.Inthepast,grandparents,parents,a
[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
Theuniversityhasproduceda______toinformstudentsaboutthedifferentacco
()奥迪()保时捷[br]()沃尔沃()别克T、C
()负责职业培训机构、技工院校审批或管理中的行业消防安全;做好政府专职消防队员、
安全生产管理人员职业道德不仅是安全生产管理人员从事安全生产管理活动中的行为标准和
以下关于保存工作底稿期限的说法中,不正确的有( )。A、对于相关服务业务的工作底
初步设计阶段,水利水电工程施工组织设计文件的内容一般包括()。A、施工导流
9、下列哪些起重工作需要制订专门的安全技术措施,经本单位批准,作业时应有技术负责
在家庭生命周期的( )阶段,其任务和要求是学习把子女作为成人对待。A.家庭调整
运输结构优化的对策主要包括( )。A.要设立综合管理体制 B.要保持合理的运价
建设项目工程总承包作为项目建设的一个参与方,下列正确的选项有()A.项目管理任务
最新回复
(
0
)