[听力原文]
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer delight is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry that customers receiving good service will promote business. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centres and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the "phone rage"—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
Recommended ways of creating customer delight include: under-promising, over-delivering (saying that a repair will be car
A. Calling customers regular.
B. Giving a "thank you" note.
C. Delivering a quicker service.
D. Promising more gifts.
[听力原文]
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer delight is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry that customers receiving good service will promote business. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centres and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the "phone rage"—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
Recommended ways of creating customer delight include: under-promising, over-delivering (saying that a repair will be car
A. Satisfied customers catch more attention.
B. Well-treated customers promote business.
C. Complaining customers are hard to satisfy.
D. Unsatisfied customers receive better service.
[听力原文]
Good morning, everyone Community service is an important component of education here at our university We encourage all students to volunteer for at least one community activity before they graduate. A new community program called "One on One" helps elementary students who’ve fallen behind. You education majors might be especially interested in it, because it offers the opportunity to do some teaching—that is tutoring in math and English. You’ll have to volunteer two hours a week for one semester. You can choose to help a child with math, English or both. Half-hour lessons are fine, so you could do a half hour of each subject two days a week. Professor Howard will act as a mentor to the tutors. He’ll he available to help you with lesson plans or to offer suggestions for activities. He has office hours every Tuesday and Thursday afternoon. You can sign up for the program with him and begin the tutor
A. To explain a new requirement for graduation.
B. To interest students in a community service project.
C. To discuss the problems of elementary school students.
D. To recruit elementary school teachers for a special program.
[听力原文]
Women are on their way to holding more than half of all American jobs. The latest government report shows that their share of nonfarm jobs reached nearly 50% in September. Not only have more and more women entered the labor market over the years, but the recession has been harder on men. In October, the unemployment rate for men was almost 11% compared to 8% for women. Industries that traditionally use lots of men have suffered deep cuts. For example, manufacturing and building lost more jobs last month. But health care and temporary employment services have job growth. Both of those industries employ high percentages of women. Thirty years ago, women earned 62 cents for every dollar that men earned. Now, for those who usually work full time, women earn about 80% of what men earn. And women hold 51% of good-paying management and professional jobs. Yet a study released Thursday said men still hold about nine out of every ten top positions at the 400
A. More and more women faced unemployment.
B. More and more men entered the labor market.
C. More and more men get affected by the recession.
D. More and more women get affected by the recession.
[听力原文]11-15
Because there are often more highly qualified applicants than there are jobs, getting a good job is not easy. It’s hard to find a job if you don’t have experience, but you can’t get job experience without first finding a job!
To find a good job, you must first decide what you are qualified for and what you want to do. You must be realistic. For example, you may want to be a computer operator, but unless you have the appropriate training and experience, it is unlikely that you could get that kind of job in the United States or Canada. In addition, the less English you speak, the smaller the chance of getting a good job. So you may need to get not only job training and experience, but also additional language instruction. If you take a job where everyone speaks your native language, you can’t improve your English, and you may have fewer job opportunities in the future.
[听力原文]11-15
A library is more than just a place where books are stored. A library is a source of information. That inforsr marion may come from books such as fiction, nonfiction, or reference books, from periodicals such as news- papers, magazines, and journals, from audio-visual material such as records, cassette microfilm, video tapes, etc. or even from a computer terminal.
Students go to library to study and to write research papers. The periodical room of a university library is where foreign students often find newspapers and magazines from their countries. In the reference room, they can find catalogues from many universities in the U. S. and other countries. If you are buying a used car, the reference librarian can show you the blue book, which lists the prices of new and used cars. People who need information in a hurry can telephone the reference librarian at many libraries.
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