任务型读写
请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入最恰当的单词.
注意:每个空格只填1 个单词.
Customer service refers to the way that companies behave towards their customers. It's the quality of
service that determines whether the customer remains with the company. However, many a time
organizations don't focus on customer relationship management, and that's what makes customers angry,
which is one of the reasons why companies lose their customers. So customer service is vital and you
should know how to improve it.
First of all, you need to realize how important the customers are. It's they who are the boss, and it's
because of them that you get your pay checks. So do take your customers seriously.
Finding out the needs of the customers is another important customer service tip. You need to ask the
customers the right kind of questions and think of the possible solutions which you can provide.Understand
how they feel according to a particular situation, their body language, tone of voice and words. Never make assumptions and think that you know what the customers want.
Making customers feel they are important is an excellent way to serve them better. Treat customers as
individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.
In addition, there are some other skills which will help you to serve your customers better. For example, once you finish solving the problem for the customer, before ending the call, always remember to ask if
there is anything else you can do for them.  End the call with a "thank you". If customers are angry, let
them express their anger completely. Never interrupt or start speaking until they've finished. Once they've
finished speaking, try to calm them down by apologizing.
In a word, always remember that if the customers remain happy, you'll be in business.

Title	How to 1.________ customer service
The meaning
of customer
service	The way companies behave towards their customers.
The 2.____ of customer	The quality of service determines whether companies can 3.________their customers. For example, bad service can result in 4.________ customers.
service
Tips
Take your customers seriously because they are your boss and the source of your income.
Recognize the needs of the customers.
◇Ask the customers the right kind of questions and offer 5.________to their problems.
◇Understand customers'6.________from a particular situation, their body language, tone of voice and words.
◇Never 7.________ that you know the customer's needs.
Make customers feel they are important and treat them as individuals by using their first name and praising them 8.________.
Other small skills:
◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you".
◇Don't 9.________ the customer when he is speaking angrily.
◇Calm the customer down by making an 10.________ after he finishes speaking.

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