剑桥商务英语-剑桥商务英语中级分类模拟26

《剑桥商务英语-剑桥商务英语中级分类模拟26》由会员上传分享，免费在线阅读，更多相关内容在工程资料-天天文库。

1、剑桥商务英语中级分类模拟26SPEAKINGA：Ourbosshasdecidedtoconductacustomers1satisfactionsurveyaboutourservicetobettergraspthereactionofthemarket,anditisourresponsibilitytomakeagoodquestionnaireforthesurvey.Haveyougotanyideas?B:Well,wemustmakesurewhatkindsofquestionswillappearonthesurveyatfirst•Asac

2、ompanyprovidingconsultingservice,ourstaff1sattitudewilldirectlyinfluencecustomers'impressionaboutourcompany,soweshouldaskhowcustomersfeelaboutourconsultants.A：Whatisofequalimportanceisthevalueofourprofessionalsuggestions；weshouldalsoaskourcustomerswhethertheyaresatisfiedwiththeservic

3、eweprovidedornot•B:Andwhataboutthecharges?Weshouldalsoknowwhethercustomersthinkourservicedeservesthemoneytheypaid•A：Thenweshouldconsiderhowtoconductthissurvey；Isuggestweapplydifferentmethodsforcustomersofdifferentlevels.B:Thatsoundsquitereasonable.Inmyopinion,wewilljustsendSMSfortheg

4、eneralcustomers,thatis,whouseourservicelessthan5times•Thenforthespecialclientswhouseourservicemorethan10timesbutlessthan20,wewillsende-mails.FinallyforourVIPswhohaveusedourconsultingservicemorethan20times,itwouldbebetterifwepaypersonalvisits.A：OK,Let1sgetstartedassoonaspossible.Howma

5、nykindsofsurveysdoyouknow?Canyounamesomeofthem?2^Whatcanyoudotomakesurethesurveyreflectsasmuchrealityaspossible?3、Haveyoueverjoinedinanysurvey?Forwhat?4、Doyouthinkitishelpfultoreceivemoreresponsesfromcustomersifwesendthemsomelittlegiftswhentheyfinishasurvey?5^Howtoincreasecustomers1s

6、atisfactionlevelofaproductorservice?A：Itseemsthatwehavereceivedtoomanycomplaintsaboutourservicerecently,whichisunacceptableforacustomer-orientedcompanylikeus,sowemustdosomethingforitbeforeweloseourcustomers'trust-B:OK.Wemaybeginwithclarifyingallthesecomplaints,Ithinkitwillhelpustosol

7、vetheseproblems.Haveyoueverseentherecordsofthesecomplaints?A：Yes,I1veseentherecordsofthelastthreemonths•AndIfoundthattheycanbegenerallydividedintothreetypes.Thefirstislatedelivery,itaccountsformorethanhalfofthecomplaints•Thenitcomestounprofessionalinstallation,somecustomersevencompla

8、inedthatouri