问题 问答题 简答题

营业员应遵守哪些服务纪律。

答案

参考答案:

1.营业员必须严格执行各项规章制度,按业务处理流程办理各项业务,严格进行业务受理的把关,检查。

2.营业人员要坚守工作岗位,听从领导按排,服从指挥调度,严格交接班制度。

3.工作中必须讲普通话,使用文明服务用语,耐心解答客户咨询,不准斥责,刁难客户。做到有理让人,不与客户争吵,与客户交流时应站立面对客户。

4.上岗时要统一着装,佩带或悬挂工号牌,禁止穿拖鞋,禁止将裤脚卷起,女职工应淡妆,佩带物品要得体。

5.严格执行统一的移动电话资费标准,不准强让或变相强迫客户使用某种业务,不准弄虚作假,违章办理业务,不得私自更改客户资料。

6.不得人为中断营业工作,自觉维护客户利益,严禁利用工作之便向客户吃,拿,要。

7.不准对客户的申告或投诉进行打击报复

8.工作出现差错,必须当面向客户道歉并及时纠正

阅读理解

阅读理解。

    Michelle Kan is a famous American figure skater (花样滑冰运动员). Many young people

like her a lot. She is half-Chinese and was born on July 7, 1980. Her hometown is in

Guangdong, China. Her father went to America from China in the 1970s. Her mother is an

American. Michelle is the youngest of their three children. She has a brother and a sister.

They also like figure skating.

    Michelle has won seven National Championships (全国锦标赛) of America and has won eight

medals at the World Championships. She has also won two Olympic medals. She got the second

place in 1998 and the third in 2002. When she talks about' her success, she says, "My

parents taught me to work hard. If you do, your dreams may come true." She also says, "What

you give is what you get back." In the future, the popular skater wants to be the Michael

Jordan (the best basketball player of the world) of her sport.

1. There are _____ people In Kwan's family. [ ]

A. 3

B. 4

C. 5

D. 6

2. She's a half-Chinese because _____.[ ]

A. her mum is Chinese and her dad is American

B. her dad is Chinese and her mum is American

C. both of her parents are Chinese except her

D. her hometown is in China.

3. In the 2002 Olympic Games Michelle Kwan skated _____ than she did in the 1998 Olympics. [ ]

A. worse

B. better

C. bad

D. good

4. The secret (秘密) of Kwan's success is _____. [ ]

A. to work hard

B. to give less

C. to get more

D. to learn

5. The last sentence in the passage means Kwan wants to _____. [ ]

A. play basketball instead of skating

B. learn basketball from Jordan

C. be the best figure skater

D. become the second Jordan

问答题 简答题