问题 问答题 案例分析题

某岳阳全球通客户需要修改服务密码,如何应对?

答案

参考答案:服务密码修改是指客户在知道原密码的情况下,更改服务密码的服务,只须验证客户原密码即可进行修改。

(1).营业厅

服务人员应首先推荐并主动引导客户通过自助方式(网上营业厅、短信营业厅、WAP营业厅、自助终端服务营业厅、热线营业厅)进行修改。若有必要,也允许客户凭原服务密码通过密码小键盘修改密码,并对密码进行二次确认。

(2).10086热线

客户本机拨打10086或直接本机拨打客户服务热线10086,先后按3键、1键和3键根据语音提示,输入原服务密码通过验证后二次确认新密码。

(3).短信

客户本机编辑指定代码发送到10086,根据系统下发的短信提示或直接本机编辑0501发送到10086,分步交互进行密码修改,输入原服务密码通过验证后二次确认新密码。

(4).网站

客户通过原服务密码和随机验证码认证,进入服务密码的设置界面,输入新密码并二次确认。

(5).WAP

客户本机登录WAP网站,通过原服务密码认证,进入服务密码的修改界面,输入新密码并二次确认。

(6).自助终端

客户在自助终端通过原服务密码和随机验证码认证,进入服务密码的修改界面,输入新密码并二次确认。

所有渠道受理客户申请的密码修改业务完成后,应立即以10086代码向客户发送提醒短信,告知客户服务密码修改的时间和渠道,并温馨提示和建议客户使用服务密码办理业务、定期修改服务密码并妥善保管。短信内容如下:

尊敬的客户:您的手机于**月**日**时**分通过营业厅/10086营业厅/短信营业厅/网上营业厅/WAP营业厅/自助营业厅成功修改了服务密码,请注意定期修改并妥善保管。欢迎您使用服务密码办理业务。谢谢!

阅读理解

(2013·高考广东卷,C)One day,when I was working as a psychologist in England,an adolescent boy showed up in my office.It was David.He kept walking up and down restlessly,his face pale,and his hands shaking slightly.His head teacher had referred him to me.“This boy has lost his family,”he wrote.“He is understandably very sad and refuses to talk to others,and I’m very worried about him.Can you help?”

I looked at David and showed him to a chair.How could I help him? There are problems psychology doesn’t have the answer to,and which no words can describe.Sometimes the best thing one can do is to listen openly and sympathetically.

The first two times we met,David didn’t say a word.He sat there,only looking up to look at the children’s drawings on the wall behind me.I suggested we play a game of chess.He nodded.After that he played chess with me every Wednesday afternoon—in complete silence and without looking at me.It’s not easy to cheat in chess,but I admit I made sure David won once or twice.

Usually,he arrived earlier than agreed,took the chess board and pieces from the shelf and began setting them up before I even got a chance to sit down.It seemed as if he enjoyed my company.But why did he never look at me?

“Perhaps he simply needs someone to share his pain with,”I thought.“Perhaps he senses that I respect his suffering.”Some months later,when we were playing chess,he looked up at me suddenly.

“It’s your turn,”he said.

After that day,David started talking.He got friends in school and joined a bicycle club.He wrote to me a few times,about his biking with some friends,and about his plan to get into university.Now he had really started to live his own life.

Maybe I gave David something.But I also learned that one—without any words—can reach out to another person.All it takes is a hug,a shoulder to cry on,a friendly touch,and an ear that listens.

小题1:When he first met the author,David________.

A.felt a little excited

B.walked energetically

C.looked a little nervous

D.showed up with his teacher小题2:As a psychologist,the author________.

A.was ready to listen to David

B.was skeptical about psychology

C.was able to describe David’s problem

D.was sure of handling David’s problem小题3:David enjoyed being with the author because he________.

A.wanted to ask the author for advice

B.needed to share sorrow with the author

C.liked the children’s drawings in the office

D.beat the author many times in the chess game小题4:What can be inferred about David?

A.He recovered after months of treatment.

B.He liked biking before he lost his family.

C.He went into university soon after starting to talk.

D.He got friends in school before he met the author.小题5:What made David change?

A.His teacher’s help.

B.The author’s friendship.

C.His exchange of letters with the author.

D.The author’s silent communication with him.

填空题