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【简答题】
Section D 16. What is the purpose of the video library? To help people improve their abilities. 17. What problem may people have when using the library for the first time? They may have difficulties understanding . 18. What are people advised to do when listening to the video? Write down the they hear and understand. 19. What should people do in listening to each conversation? Try to notice the . 20. How can people start watching their first video? All they need to do is to click on the link of .
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【单选题】The key to regaining a customer’s confidence is to respond promptly to a customer’s complaint, whether the problem has been solved or not.
A.
及时答复客户的投诉，认真解决他们的问题，这样才可以提高客户信心。
B.
重获客户信心的关键是及时回应客户的投诉，不论问题是否已得到解决。
C.
取得客户信赖的途径是经常听取他们的意见，不断提高自己的服务质量。
【单选题】324,企业管理者可以分成基层、中层、高层三种,高层管理者主要负责制定()。
A.
A,日常程序性决策
B.
B,长远全局性决策
C.
C,局部程序性决策
D.
,短期操作性决策