托业考试

【单选题】To:Customer Service Team
From:Eileen Nix,Customer Service Manager
Subject: New protocols
Following the launch last month of our atest round of software updates, which affected our entire suite of office productivity programs, we have seen a steep increase in customer complaints. Mostly, the public is having a difficult time understanding the changes we made to functionality, security, and the general appearance of the programs. In monitoring random instances of communication between customers and this department. I’ve encountered several recurring problems that need to be addresseD、
The first thing you should always do when you receive a complaint over the phone or by email is to reassure the customer that the changes were made to facilitate their use of the programs. This helps put them at ease and leads to an overwhelming success rate in such interactions. Secondly, you must never leave the customer with the impression that the company is taking the blame in any way. This simply encourages them to take more drastic actions, such as demanding a refund or avoiding our products in the future.
The points above represent general guidelines that all customer service personnel should bear in minD、Additionally, I will be meeting with select individuals to discuss specific strategies that I feel have been racking in their handling of the recent influx of complaints.
Why did Ms. Nix write the emailA．To alert team members to an approaching policy change
B．To deliver instructions for handling displeased customers
C．To instruct workers on how to provide technical support
D．To show appreciation for the effort her team has made

网考网参考答案：B
网考网解析：
In monitoring random instances of communication between customers and this department．I’ve encountered several recurring problems that need to be addressed． document.getElementById("warp").style.display="none"; document.getElementById("content").style.display="block"; 查看试题解析出处>>