问题 问答题 简答题

简述客户服务人员培训的内容与方法。

答案

参考答案:

培训的内容主要有:职业道德培训;业务培训;其他培训,如提高客户服务人员仪表礼仪能力等。

培训的方法有:课堂讲授法、课题讨论法、案例分析法、技能训练法等。

阅读理解

阅读理解。

      An old woman has three sons. They live in different cities and have a lot of money. One day they

talked about the gifts for their old mother.    

      The first son said, "I'll buy a big house for our mother. "    

      The second son said, "I'll give her a sports car with a driver. "    

      The third son said, "I'll get her something special (特别的). "You know Mom enjoys reading books.  But you know, she can't see very well. So I'll get her a parrot. It can recite books.  The seller spends

12 years teaching it. "

       Later, Mom wrote her letters of thanks to them one by one,"Milton,"she wrote to one son , "The

house is so big, I live in only one room, but I have to clean all the house. "    

       "Gerald," she wrote to the second one,"I am old now, so I don't want to travel. I stay at home most

of the time, so I use the sports car very little!"

        "Dear Donald,"  she wrote to her third son, "You are so good to know what I like. The meat is so

delicious. "

1. The old woman  has _______ sons.

A. 2     

B. 3       

C. 6    

D. 12

2. What does Gerald give his mother?

A. A letter.     

B. A house.      

C. A car.  

D. A bird.

3. How did the third son feel after he read his mother's thank-you letter?

A. Surprised.    

B. Warm.    

C. Hungry.   

D. Happy.

4. What did the mother do with (处理) the parrot?

A. Give it to others. 

B. Eat it.

C. Sell it.          

D. Clean it every day.

5. Why did the old woman like Donald's gift?    

A. Because it's very expensive.    

B. Because it's delicious.

C. Because it can help clean all the house.    

D. Because it can recite the books.    

单项选择题