第9题: [多项选择]商业银行客户投诉处理程序中应明确以下内容（）。 A. 负责投诉处理的机构、人员及其职责，一般由与有关投诉事件有关的部门负责 B. 负责对投诉作出回复的人员必须具备解决这类投诉的职责和权力 C. 应对投诉作出及时回应及处理，并作时限规定 D. 建立投诉应急机制，做好投诉的危机公关处理。对重大的投诉问题应及时向监管机构报告 参考答案:B, C, D
第29题: [单项选择]Passage Two Questions 29 to 31 are based on the passage you have just heard.A. It’s a highway within the state of California. B. It’s deserted because few people come here. C. It is a section of the Lincoln Highway. D. It goes across several states in America. 参考答案:D 答案解析:[解析] 29-31 There is an interesting highway that is commonly referred to as the Main Street US
