【单选题】The phone rings at work. You pick it up and the caller (1) into a complaint: "I asked for a catalogue three weeks ago and I still don’t have it! What kind of (2) are you running, anyway "
Don’t (3) explaining that half the staff is out with (4) flu. Well- intentioned though they may be, such explanations usually add to the complainer’s (5) because they come across as excuses. (6) the complainer has a (7) gripe, avoid belaboring what went wrong. (8) , agree, apologize and then move on to what can be done about it. Simply (9) : "You’re right. I’m sorry you haven’t received it yet. If I can have your name and address again, I’ll (10) put it in the mail to you today."
I recently (11) this approach firsthanD、The reception area in my doctor’s office was full. The man across (12) me had already (13) the pile of tattered magazines and was squirming in his seat, looking at his watch every few minutes. Finally he marched to the receptionist’s window and (14) on the glass. "What’s going on " he demanded (15) , "I had an (16) for three o’clock!"
"You’re right," said the receptionist, "I’m sorry you’ve had to wait so long. The doctor was held up in surgery. Let me (17) the hospital to see how much longer he’ll be. I (18) your patience."
Telling someone you’re sorry doesn’t mean you’re admitting guilt. It simply acknowledges his frustration and defuses the complaint. Then by taking action and focusing on what (19) be done rather than what hasn’t been done, you (20) a mistake before it gets bigger.
A.firm
B.legal
C.hostile
D.legitimate
Don’t (3) explaining that half the staff is out with (4) flu. Well- intentioned though they may be, such explanations usually add to the complainer’s (5) because they come across as excuses. (6) the complainer has a (7) gripe, avoid belaboring what went wrong. (8) , agree, apologize and then move on to what can be done about it. Simply (9) : "You’re right. I’m sorry you haven’t received it yet. If I can have your name and address again, I’ll (10) put it in the mail to you today."
I recently (11) this approach firsthanD、The reception area in my doctor’s office was full. The man across (12) me had already (13) the pile of tattered magazines and was squirming in his seat, looking at his watch every few minutes. Finally he marched to the receptionist’s window and (14) on the glass. "What’s going on " he demanded (15) , "I had an (16) for three o’clock!"
"You’re right," said the receptionist, "I’m sorry you’ve had to wait so long. The doctor was held up in surgery. Let me (17) the hospital to see how much longer he’ll be. I (18) your patience."
Telling someone you’re sorry doesn’t mean you’re admitting guilt. It simply acknowledges his frustration and defuses the complaint. Then by taking action and focusing on what (19) be done rather than what hasn’t been done, you (20) a mistake before it gets bigger.
A.firm
B.legal
C.hostile
D.legitimate
【单选题】根据《票据法》的规定,汇票的( )必须与付款人具有真实的委托付款关系,井且具有支付汇票余额的可靠资金来源。
A.出票人
B.背书人
C.保证人
D.承兑人
A.出票人
B.背书人
C.保证人
D.承兑人
【单选题】() 是指商业银行拒绝或退出某一业务或市场, 以避免承担该业务或市场风险的策略性选择。
A、 风险对冲
B、 风险补偿
C、 风险规避
D、 风险转移
A、 风险对冲
B、 风险补偿
C、 风险规避
D、 风险转移
【单选题】下列属于操作风险监控的是() 。
A、 完善资产质量管理
B、 加强重点领域信用风险防控
C、 提升风险处置质效
D、 强化从业人员管理
A、 完善资产质量管理
B、 加强重点领域信用风险防控
C、 提升风险处置质效
D、 强化从业人员管理
【判断题】我行通过电子渠道非面对面为个人开立 II、 III 类户时, 若发现开户申请人的手机号码与绑定账户的手机号码不一致,应在业务受理完成后主动提示客户, 尽快办理手机号码变更
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