问题 多项选择题

网络维护部门受理投诉后,要根据投诉的不同紧急程度,套用不同的时限要求,关于时限的要求以下描述正确的是()

A、对于省内可解决的投诉,投诉处理时限由各省网络维护部门与客户服务部门协商确定。

B、对于跨省的投诉,各省公司网络维护部门接到客户投诉后,首先进行预处理,若确定问题不在本省,应初步判断影响业务的主要设备,然后通过电子运维系统(EOMS系统)向该设备所在省(或总部网络部)派发工单,并按照下列统一的标准填写回复时限。设备所在省审核发单省的预处理情况,若情况属实,应按照“首问负责制”的原则处理投诉,若投诉处理涉及其他省的设备,接单省应牵头处理,直至问题解决反馈发单省;对于预处理不合格的工单,接单省应写明原因,退回发单省。

C、跨省投诉应实施分段响应,对于规定时限内无法解决的投诉,接单省应告知发单省预计需要的解决时间。

D、各省公司无法处理的投诉可上报总部网络部,并配合总部网络部落实解决。

答案

参考答案:A, B, C, D

阅读理解

Read the suggestions for making an English speech.

a. Looking at and talking to one person in the audience (观众) helps keep you natural, but it feels foolish talking to only one person. Speak to that person as long as 15 seconds and then change another one.

b. The audience have a hard time understanding what they hear. They need your help. Slow down, pause(停顿) and guide the audience through your talk. Remember that you should help the audience understand what you are saying.

c. Make your voice a little lower than normal. Listeners like to listen to a relatively(相对) deep voice.

d. When you talk, try to be as natural as possible. Don’t try to memorize your words and read or recite(背诵) them to your audience. You can use short notes to help you remember the important points.

e. You should know you and most of the people you talk to are different in many ways. Some of them may not know what you are talking about. Then speak to them on their terms and in their languages.

f. Concentrate on what you want to say. If you are always paying attention to gestures(手势),you will feel uncomfortable.

g. It’s true that there are some differences between American English and British English, but they’ll not cause much difficulty for listeners, so just speak the way you’re used to.

Choose a suggestion for each of the following students according to their problems.

小题1:Paul: I don’t think I can talk fluently(流利) because it’s difficult for me to remember all the words.

A.a

B.b

C.c

D.d小题2:Billy: When I come face to face with the audience, where should my eyes fall upon? Do I have to look front, or look around from time to time?

A.a

B.c

C.e

D.f小题3:Amy: When I am talking, I can’t help waving(挥动)my hands, for I think it can help me express what I want to say better. But my classmates say I look funny and foolish by doing this.

A.d

B.e

C.f

D.g小题4:Betty: I know that it’s not right to speak fast. But I am afraid that I can’t finish my talk in the given time if I speak slowly.

A.b

B.d

C.f

D.g小题5:Tony: Should I talk in American English or British English?

A.a

B.b

C.c

D.g

判断题