问题 问答题 简答题

服务机构向一线人员授权有何好处?

答案

参考答案:

一线人员可以迅速回应和满足顾客特殊的个性化的需要;一线人员可以迅速回应不满意顾客的投诉和采取补救措施;可以使一线人员获得尊重方面的满足,这是一种激励;对一线人员的激励可以转变他们对顾客的尊重和责任感;可以增强一线人员参与服务改进或创新的积极性;在授权条件下对顾客特殊需要的满足可以转变为顾客的积极性。

单项选择题

When I was young, my parents ran a snack bar in our small town.One evening in early April, my mother told me to fill in at the snack bar (1) a worker who had the flu. I told her I would mess it up, (2) I had never worked at the bar before. I (3) that instead of making money, I would end up owing it."You can do it," said my mother," (4) , you won’t get much business until lunch. ""But I’ll never remember the orders, and I’m no good (5) money. Please, Mom, don’t (6) me."Then I’ll help you", she said.I shrugged my shoulders. I thought my mother’s (7) was a bad one, but I (8) .When I got to the bar the next day, I found my mother was (9) . Because the weather that day was rainy and cold, people wanted hot snacks and drinks. (10) , I was really slow at taking the orders and making change. The line of people grew, and everybody seemed (11) , I was so nervous that my hands shook, and I (12) a cup into pieces. What a mess! Then my mother came to (13) me, and she also showed me how to make (14) . If someone gave me $ 5 for something that cost $ 3.25, I handed over (15) quarters and a dollar and said, "75 cents makes four dollars, plus one dollar makes five. " Things went more (16) after that.By the end of the day, I could remember orders, (17) the bill, and make change quickly with a smile. I was even a little (18) when the sun came out and dried up business. My mother said she was proud of me, and when she (19) that I work at the snack bar again next year, I did not even shrug. I was too busy (20) the restaurant I would open one day.

 

第(17)空应选择()

A.turn in

B.count out

C.take over

D.add up

单项选择题