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高等继续教育 / 职位分析与评估

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这套方案是否合理可行？请你用所学的人力资源管理薪酬理论来分析。

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职位分析与评估

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12[论述题] 幼儿园家长工作的途径幼儿园管理

题干阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。 Customer Service 1. The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special.回答A. satisfaction guaranteedB. the American idea of customer serviceC. customer loyaltyD. honored guestE. checkout service正确正确答案是：B. the American idea of customer service获得2.00分中的2.00分 2. When customers get to a store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’t have to ask how much items cost, since prices are clearly marked.回答A. satisfaction guaranteedB. the American idea of customer serviceC. customer loyaltyD. honored guestE. checkout service正确正确答案是：D. honored guest获得2.00分中的2.00分 3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you and have a nice day” from the clerk.回答A. satisfaction guaranteedB. the American idea of customer serviceC. customer loyaltyD. honored guestE. checkout service正确正确答案是：E. checkout service获得2.00分中的2.00分 4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, “Your satisfaction is guaranteed”. So if there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.回答A. satisfaction guaranteedB. the American idea of customer serviceC. customer loyaltyD. honored guestE. checkout service正确正确答案是：A. satisfaction guaranteed获得2.00分中的2.00分 5. Customer service in America grows out of the belief that “the customer is always right”. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high.回答A. satisfaction guaranteedB. the American idea of customer serviceC. customer loyaltyD. honored guestE. checkout service正确正确答案是：C. customer loyalty获得2.00分中的2.00分反馈1.答案：Para. 1. B 解析：第一段主要讲美国的客服理念，所以选B。 2.答案：Para. 2. D 解析：第二段主要讲顾客受到贵宾的礼遇，所以选D。 3.答案：Para. 3. E 解析：第三段主要讲结账服务，所以选E 4.答案：Para. 4. A 解析：第四段主要讲售后服务好，保证顾客满意度，所以选A。 5.答案：Para. 5. C解析：第五段主要讲只有服务好，顾客才会对品牌忠诚，所以选C。商务英语4

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