For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1~800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable – especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like “I don't have to serve you!” or “This is private property, get out and don't come back! ” What can customers do? If the bureau's arbitration process fails to settle a dispute, a customer's only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you're just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they've interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.What customers really want is access. They want to get through when they call, they don't want busy signals, they don't want interactive systems telling them to push one for this and two for that – they don't want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don't wear name tags, but one gets to know them, all by name. [490 words]The author's attitude towards businesses and bad service is_________.
A: attacking
B: understanding
C: regretting
D: warning
A: attacking
B: understanding
C: regretting
D: warning
举一反三
- For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1~800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable – especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like “I don't have to serve you!” or “This is private property, get out and don't come back! ” What can customers do? If the bureau's arbitration process fails to settle a dispute, a customer's only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you're just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they've interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.What customers really want is access. They want to get through when they call, they don't want busy signals, they don't want interactive systems telling them to push one for this and two for that – they don't want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don't wear name tags, but one gets to know them, all by name. [490 words]The author's attitude towards businesses and bad service is_________. A: attacking B: understanding C: regretting D: warning
- I don't want another(1) ______ faceI don't want just anyone to holdI don't want my love to go to wasteI want you and your beautiful soulI know that you are something specialTo you I'd be always faithfulI want to be what you always (2)______Then I hope you'll see the heart in me(...)You're the one I want to (3)______You're the one I want to holdI won't let another minute go to wasteI want you and your beautiful soulYour beautiful soul, yeahYou might need time to think it overBut I'm just fine moving(4)______I'll ease your mindIf you give me the chanceI will never make you cry, come on let's try(...)Am I (5)______ for wanting youBaby do you think you could want me tooI don't want to waste your timeDo you see things the way I doI just want to know that you feel it tooThere is nothing left to hide(...)You're the one I want to chaseYou're the one I want to holdI won't let another minute go to wasteI want you and your soulI don't want another pretty faceI don't want just anyone to holdI don't want my love to go to wasteI want you and your beautiful soulYour Beautiful soul,yeah
- In the following statements, which is not put forward by Ken Siegel? A: One should have sound reasons of declining a promotion. B: Many employees are unwilling to admit that they do not want to be promoted because they are afraid of being labeled irresponsible. C: People had better wait several months to adjust to the new job. D: It’s imperative for people to let the boss know that they don’t want to leave a dream job.
- —I don' t want this book because of the price. May I have another one? —How about this one? It is as interesting as that one and ______ expensive. A: more B: less C: little
- 3.What is the major problem the young generation is facing? A: They can't get what they want from marriage B: There are too many young people with too few jobs C: They don't have enough time and money to travel. D: They can't pay back their loans.