[简答题]A Customer service: the importance of providing an effective after-sales service for customers
B Purchasing: the importance of maintaining personal contact with potential suppliers
C Recruitment: how to ensure that the advertising of job vacancies is effective

[简答题]A Customer service: the importance of providing an effective after-sales service for customers
B Purchasing: the importance of maintaining personal contact with potential suppliers
C Recruitment: how to ensure that the advertising of job vacancies is effective

[单项选择]Providing Superior Customer Service
You can use customer service as a powerful way to set yourself apart from your competition．It’s one of the strengths a small business has，and by emphasizing customer service，you can compete with larger companies who may offer more variety，lower prices，and other perks you can’t afford．Here are four maxims to help make sure you leverage your small business status to provide the best customer service possible．
If a customer has a problem．apologize and fix the problem．Make sure to let customers let off their grievances，even if you are tempted to interrupt and over a refund creates ill will．Keep in mind that a complaint about your company is an opportunity to turn the situation around and create a loyal customer．Obviously，some customer requests are too outrageous to comply with．If that’s the case．do your best to offer a moderate，appealing alternative．
Ask your customers to rate your service on a regular basis．This can be done
A. can provide better customer service．
B. are able to offer Iower prices．
C. have higher business status．

[单项选择]Providing Superior Customer Service
You can use customer service as a powerful way to set yourself apart from your competition．It’s one of the strengths a small business has，and by emphasizing customer service，you can compete with larger companies who may offer more variety，lower prices，and other perks you can’t afford．Here are four maxims to help make sure you leverage your small business status to provide the best customer service possible．
If a customer has a problem．apologize and fix the problem．Make sure to let customers let off their grievances，even if you are tempted to interrupt and over a refund creates ill will．Keep in mind that a complaint about your company is an opportunity to turn the situation around and create a loyal customer．Obviously，some customer requests are too outrageous to comply with．If that’s the case．do your best to offer a moderate，appealing alternative．
Ask your customers to rate your service on a regular basis．This can be done via a
A. can provide better customer service．
B. are able to offer Iower prices．
C. have higher business status．

[填空题]CUSTOMER SERVICE
Customer service has become such as an important competitive
differentiator that it really is no longer solely the responsibility of
41. a small group of individuals staffing around a complaints desk.
42. Customer service is included every employee’s responsibility, and it
43. should be a proactive rather than a reactive strategy. Excellent
44. service wins and keeps up customers. Service means extras—in terms
45. of product, care and information—customised to meet for the similar
46. needs of a group of customers. It has become so relatively complex
47. and inclusive, extending from order planning to postsales service,
48. that a cross-functional team of staff and managers is often one needed
49. for service delivery. Some more things haven’t changed. The three
50. "F"s of service still apply, it has to be fast, flexible, and come
51. from the first person the client contacted. However by today, the first
52. pe