When dealing with customers on t

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.

Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.

21. Whom do angry customers tend to aim their dissatisfaction and complaints at?

A. Staff members.

B. Company managers.

C. Those who accompany them.

22. When a customer shouts rudely at you, you should().

A. arg1e back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

23. The underlined sentence “Use your ears more than your mouth” means().

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

24. When dealing with an angry customer, which is NOT the right attitude?

A. Be concerned.

B. Be patient.

C. Be amused.

25. Which of the following statements is true according to the passage?

A. When the customers complain, you needn't listen carefully.

B. You needn't say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

A. close to the servers

B. close to the end users

C. at the Internet edge

D. in front of web server farms

54. The manager called my neighbor in when he saw him because______.

A. he didn’t have enough shoes for his customers(顾客)

B. my neighbor’s mother had taken a wrong pair of shoes

C. there was something wrong with his check

D. he found it hard to satisfy his customers

A. Statistics collection is not done for the CUSTOMERS table when schema stats are gathered.

B. Statistics collection is not done for the CUSTOMERS table when database stats are gathered.

C. Any existing statistics for the CUSTOMERS table are still available to the optimizer at parse time.

D. Statistics gathered on the CUSTOMERS table when schema stats are gathered are stored as pending statistics.

E. Statistics gathered on the CUSTOMERS table when database stats are gathered are stored as pending statistics.

此题为判断题(对，错)。