首页
登录
职称英语
• Listen to the manager talking to staff about the way they answer the telephone
• Listen to the manager talking to staff about the way they answer the telephone
游客
2025-05-17
25
管理
问题
• Listen to the manager talking to staff about the way they answer the telephone.
• For each question (23 -30), mark one letter (A, B or C) for the correct answer.
• You will hear the recording twice.
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 deals with themselves or puts 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, 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 so, moving on to efficiency ...
选项
A、recorded by the company.
B、given by the company’s customers.
C、collected by a consultancy.
答案
C
解析
转载请注明原文地址:https://tihaiku.com/zcyy/4080007.html
相关试题推荐
Theinformationwas[br]Thecompany’sstaffanswerthephone[originaltext]
•Listentothemanagertalkingtostaffaboutthewaytheyanswerthetelephone
AlotofmanagersareanxiousaboutWebservicesbecause[br]MrSutorbelieves
AlotofmanagersareanxiousaboutWebservicesbecause[br]MrSutorcompares
•Lookatthenotesaboutqualitiesofgreatmanagers.•Someinformationism
•Lookatthenotesaboutqualitiesofgreatmanagers.•Someinformationism
•Lookatthenotesaboutqualitiesofgreatmanagers.•Someinformationism
•Lookatthenotesaboutqualitiesofgreatmanagers.•Someinformationism
Thecompanyismostworriedabouthow______.[br]Employeesshouldanswerthe
Listentothetalkonimportregulations.Foreachquestion23--30,markonelet
随机试题
在上海、北京、南京、广州等许多城市中,穿着唐装(traditionalChinesegarment)的时髦女子成为一道美丽的风景线。唐装做工细致,色
[originaltext]MayandJunearethemonthswhenmostAmericancollegesandu
IP数据报的分段和重装配要用到报文头部的报文ID、数据长度、段偏置值和M标志4个
发行方发行的金融工具为债务工具并以摊余成本计量的,应按实际收到的金额,借记“银行
永停法确定终点的含量测定方法是()A.重氮化法 B.高碘酸钾法 C.
常用来描述疾病的分布,探讨发病因素的指标是A.某病死亡率B.病死率C.发病率D.
最近,班主任李老师发现,班上的张同学傍晚放学后经常留下来帮助当天值日的同学一起搞
某建设单位拟占用甲村土地建设一座小学,建设单位应当依照有关规定办理( )手续后
讲述是教师主要的教学手段,一般可以分()三个阶段进行。 A.导人、详述和汇总
泌尿系肿瘤血尿是 A.无痛性肉眼血尿 B.终末血尿伴膀胱刺激症状 C.初始
最新回复
(
0
)