问题 单项选择题

银行业从业人员处理客户投诉时,( )。

A.不应当理会客户错误的投诉和建议

B.应当耐心听取客户投诉,事后若经过调查发现客户投诉不当,则不必再答复客户

C.若在机构规定的投诉反馈期限内无法拿出意见,只能搁置

D.应当将处理的进展和结果适时地告诉客户

答案

参考答案:D

解析: 银行业从业人员处理客户投诉,要采用统一的标准,公平和公正地处理投诉,并遵循以下原则:(1)坚持客户至上、客观公正原则,不轻慢任何投诉和建议;(2)所在机构有明确的客户投诉反馈时限的,应当在反馈时限内答复客户;(3)所在机构没有明确的投诉反馈时限的,应当遵循行业惯例或口头承诺的时限向客户反馈情况;(4)在投诉反馈时限内无法拿出意见的,应当在反馈时限内告知客户现在投诉处理的情况,并提前告知下一个反馈时限。

阅读理解

Baby girls make their way directly for dolls as soon as they can crawl, while boys will head for the toy cars,  a study has shown. The findings, the first to show differences in very young babies, suggest there is a biological basis to their preferences.

Psychologists Dr Brenda Todd from City University London carried out an experiment involving 90 infants aged nine months to 36 months. The babies were allowed to choose from seven toys. Some were stereotypically boys' toys - a car, a digger, a ball and a blue teddy.  The rest were girls’ toys: a pink teddy, a doll and a cooking set. They were placed a meter away from the toys, and could pick whichever toy they liked. Their choice and the amount of time they spent playing with each toy were recorded.

Of the youngest children (nine to 14 months), girls spent significantly longer playing with the doll than boys, and boys spent much more time with the car and ball than the girls did. Among the two-and three-year-olds, girls spent 50 percent of the time playing with the doll while only two boys briefly touched it. The boys spent almost 90 percent of their time playing with cars, which the girls barely touched. There was no link between the parents’ view on which toys were more appropriate for boys or girls, and the children’s choice.

Dr Brenda Todd said: “Children of this age are already exposed to much socialization. Boys may be given ‘toys that go’ while girls get toys they can care for, which may help shape their preference. But these findings agree with the former idea that children show natural interests in particular kinds of toys. There could be a biological basis for their choices. Males through evolution have been adapted to prefer moving objects, probably through hunting instincts(本能), while girls prefer warmer colors such as pink, the color of a newborn baby.”

小题1:Baby boys and girls have different toy preferences probably because         .

A.baby boys are much more active

B.baby girls like bright colors more

C.their parents treat them differently

D.there is a natural difference between them小题2:What can we infer from Paragraph 3 ?

A.Nine-month-old baby boys don’t play with dolls at all.

B.Two-year-old baby girls sometimes play with cars and balls.

C.The older the babies are, the more obvious their preference is.

D.Parents should teach their babies to share each other’s toys.小题3:What conclusion did Dr. Brenda Todd draw from the results of the study?

A.Adults purposely influence their babies preference.

B.Babies’ preference isn’t affected by social surroundings.

C.Baby boys preferring to moving toys will be good at hunting.

D.Baby girls preferring warmer colors will be warm-hearted.小题4:We may read this article in a        section of a newspaper.

A.science

B.health

C.education

D.entertainment

单项选择题