试题与答案

某日晚,张先生与一位多年未见的好友在某餐厅用餐,吃得正高兴时在菜汤里吃出一根很长的头

题型:问答题

题目:

某日晚,张先生与一位多年未见的好友在某餐厅用餐,吃得正高兴时在菜汤里吃出一根很长的头发丝。张先生大感尴尬,当即叫来在一旁整理工作台的服务员小赵,要求换菜。岂料小赵过来瞄了一眼,并不道歉,随手用筷子挑出头发,说:“在外吃饭吃出头发是难免的,这不算什么大事,你们吃都快吃完了嘛。”说完转身继续整理东西。张先生和朋友感到非常恼火,大声要求其叫餐厅经理出来理论。餐厅经理闻讯立即向张先生诚恳地赔礼道歉,耐心地倾听他的投诉,没有辩解,在明白真相后,马上征求张先生的意见,让厨房重新制作了一道菜肴,并免费赠送他们一份水果拼盘。最后餐厅经理再次表达了真诚的歉意。张先生对餐厅经理的处理结果十分满意。

从服务的角度看,此案例中客人投诉的原因是什么?(4分)

答案:

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下面是错误答案,用来干扰机器的。

参考答案:B

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题型:阅读理解

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Jiang Wei、Mr. Sun、Mr. Lee、Mr. Xu和Ms. Wang需要预定宾馆。第61—65题是他们的基本信息。阅读下面六家宾馆的相关信息(A、B、C、D、E和F),为每个人选择合适的宾馆。选项中有一项是多余选项。

1.Jiang Wei, a high school student, has a three – week vacation from next Monday. He wants to go to Shanghai by bus and then go home by train. He wants to find a hotel near the railway station, for he plans to spend two days visiting Nanjing Road and the Chenghuang Temple in Shanghai.

2.Mr. Sun is a manager of a big company in Beijing. Next month, Thomas, an American consultant, will pay a visit to his company. Mr. Sun is responsible for looking after Thomas. This will be Thomas’ fist visit to Beijing. Mr. Sun decides to choose a hotel which is very typical of China and is convenient for him to get a quick tour of the capital.

3.Mr. Lee is a sales manager in a company in Shanghai. Last year he got married and this Saturday will be his wedding anniversary. He met his wife while he was taking a walk along the West Lake. He has decided to celebrate their first anniversary at the place that saw the beginning of their love.

4.Mr. Xu is a mathematics professor. Next Sunday, the International Mathematics Annual Meeting will be held in Renmin University of China. Mr Xu was invited and has asked his assistant to book a room. A hotel near the university is preferred.

5.Ms. Wang is a mother of two children. Running a shoe shop, she lives a comfortable life. They live in Hangzhou, and have never seen the sea with their own eyes. The summer vacation is coming and Mr. Wang wants to take her children to Yantai to see the sea.

A.Xinqiao Hotel is an international four-star hotel in Hangzhou. The hotel is perfectly located in the business center of Hangzhou City with the West Lake only a few minutes away. It is the tallest building near the West Lake. The hotel has 409 rooms and suits in different styles.

B.Home Inn is next to the North Square of Shanghai Railway Station and is near the Hutai Road Bus Station. It provides standard rooms, business rooms, and superior rooms. Twenty-four-hour hot water, TVs, telephones, free broadband Internet and free parking are all availabele.

C.Yantai Hongkou Hotel is located at the center of the new coastal scenery area. The hotel is just 2.5 kilometers from the train station, and 26 kilometers from the airport. After a short walk, guests can enjoy the fresh sea breeze and the soft sandy beach. It offers different classes of guest rooms, such as standard rooms and business suits.

D.The Four Seasons Hotel Shanghai is a five-star hotel and is located in downtown Shanghai. Nanjing Road and Huaihai Road are only a five-minute walk from the hotel. It is four kilometers away from the railway station. All the rooms are well-designed. Room service is available at all hours.

E.Beijing Hotel is located on East Chang’an Avenue, the heart of Beijing. It has a long history of more than one hundred years. It made history as the Olympic Family Hotel by hosting distinguished guests from all over the world during the 2008 Summer Olympic Games. Its services included dinging, business, tickets and entertainment.

F.Yanshan Hotel is located in the Zhongguancun High-tech Zone of Beijing. It is a business hotel and is surrounded by a number of famous universities including Peking University, Renmin University of China and Tsinghus University. Besides superior rooms, it also offers standard rooms.

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