1、阅读理解AIn the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in or order to keep and increase market share.It is accepted in the marketing industry, and confirmed by a number of rese
2、arches, that customers receiving good service will promote business by telling up to 12 other people: those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal New lunges for customer care have come when peo
3、ple can obtain goods and services through telephone call centers and the Internet. For example , many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage”caused by delays in answering calls ,being cut off in mid-conversati
4、on or left waiting for long periods.“Many people do not like talking to machines,” says Dr . Storey Senior Lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim
5、 is to make the customer feel they know you and that you can trust the sort of comfortable feelings people have during face-to-face chats with their local branch manager.” Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be calmed
6、out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to rental customers ;and always returning calls ,even when they are complaints. Aiming for customer delight is all very well , but if services
7、 do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example,” I know how you must feel”), and possible solutions (replacement , compensation
8、or whatever fames suggests best meets the case).Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaime
9、d luggage and technical problems. For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a “we are here to help” attitude. The company has inves
10、ted heavily in information technology to make sure that information is available instantly on screen. British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service. Customer care i
11、s obviously here to stay and it would be a foolish company that used slogans such as we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment.( ) 1. We can learn from Paragraph 2 that .A. complaining customers are hard to satisfyB. unsatisfied c
12、ustomers receive better serviceC. Satisfied customers catch more attention D. well-treated customers promote business( ) 2. The writer mentions “phone rage”(Paragraph 3) to show that .A. customers often use phones to express their angerB. people still prefer to buy goods onlineC. customer care becom
13、es more attentionD. customers rely on their phones to obtain services ( ) 3. What does the writer recommend to create delight?A. Calling customers regularly B. Giving a “thank you” note.C. Delivering a quicker service D. Promising more gifts.( ) 4. If a manager should show his empathy (Paragraph6),
14、what would he probably say?A. “I know how upset you must be.” B. “I appreciate your understanding.”C. “Im sorry for the delay.” D. “I know its our fault.”( ) 5. Customer delight is important for airlines because .A. their telephone style remains unchanged B. they are more likely to meet with complai
15、ntsC. the services cost them a lot of moneyD. the policies can be applied to their staff ( ) 6. Which of the following is conveyed in this article?A. Face-to-face service creates comfortable feelings among customers.B. Companies that promise more will naturally attract more customers.C. A company sh
16、ould promise less but do more in a competitive market.D. Customer delight is more important for airlines than for banks.B It was Saturday. As always, it was a busy one, for “Six days shall you labor and do all your work” was taken seriously back then. Outside, Father and Mr. Patrick next door were b
17、usy chopping firewood. Inside their own houses, Mother and Mrs. Patrick were engaged in spring cleaning. Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets , they had sent him to the kitchen for string(线). It seemed ther
18、e was no limit to the heights to which kites would fly today. My mother looked at the sitting room, its furniture disordered for a thorough sweeping, A gun she cast a look toward the window. “Come on, girls! Lets take string to the boys and watch them On the way we met Mrs. Patrick, laughing guiltil
19、y as if she were doing something wrong, together with her girls. There never was such a day for flying kited! We played all our fresh string into the boys kites and they went up higher and higher .We could hardly distinguish the orange-colored spots of the kites. Now and then we slowly pulled one ki
20、te back, watching it dancing up and down it the wind, and finally bringing it down to earth, just for the joy of sending it up again. Even our fathers dropped their tools and joined us. Our mothers took their turn, laughing like schoolgirls. I think we were all beside ourselves. Parents forgot their
21、 duty and their dignity; children forgot their everyday fights and little jealousies. “Perhaps its like this in the kingdom of heaven,” I thought confusedly. It was growing dark before we all walked sleepily back to house. I suppose we had some sort of supper. I suppose there must have been a surfac
22、e tidying-up, for the house on Sunday looked clean and orderly enough. The strange thing was, we didnt mention that day afterward. I felt a little embarrassed .Surely none of the others had been as excited as I. I locked the memory up in that deepest part of me where we keep “the things that cannot
23、be and yet they are.” The years went on, then one day I was hurrying about my kitchen in a city apartment, trying to get some work out of the way while my three-year-old insistently cried her desire to “go park ,see duck.” “I cant go!” I said. “I have this and this to do, and when Im through Ill be
24、too tired to walk that for.” My mother , who was visiting us , looked up from the peas she was shelling ,“Its a wonderful day,” she offered，“Really warm , yet theres a fine breezy . Do you remember that day we flew kites?” I stopped in my dash between stove and sink. The looked door flew open and wi
25、th it a rush of memories. “Come on.” I told my little girl. “Youre right, its too good a day to miss.”Another decade passed. We were in the aftermath (余波)of a great war. Allevening we had been asking our returned soldier, the youngest Patrick Boy, about his experiences as a prisoner of war. He had t
26、alked freely, but now for a long time he had been silent. What was he thinking of what dark and horrible things? “Say!” A smile slipped out from his lips. “Do you remember - no, of course you wouldnt. It probably didnt make the impression on you as it did on me.” I hardly dared speak. “Remember what
27、?” “I used to think of that day a lot in POW camp(战俘营), when things werent too good. Do you remember the day we flew the kites?”( ) 1. Mrs. Patrick was laughing guiltily because she thought .A. she was too old to fly kites B. her husband would make fun of herC. she should have been doing her housewo
28、rk thenD. her girls werent supposed to play the boys game( ) 2. By” we were all beside ourselves”, the writer means that they all . A. felt confused B. went wild with joy C. looked on D. forgot their fights ( ) 3. What did the writer think after the kite-flying?A. The boys must have had more fun tha
29、n the girls.B. They should have finished their work before playing.C. Her parents should spend more time with them.D. All the others must have forgotten that day.( ) 4. Why did the writer finally agree to take her little girl for an outing?A. She suddenly remembered her duty as a mother.B. She was r
30、eminded of the day they flew kites.C. She had finished her work in the kitchen.D. She thought it was a great day to play outside.( ) 5. The youngest Patrick Boy is mentioned to show that _ .A. the writer was not alone in treasuring her fond memoriesB. his experience in POW camp threw a shadow over his lifeC. childhood friendship means so much to the writerD. people like him really changed a lot after the war【文章大意】本文通过回顾儿时放风筝的经历，讲述了童年的美好回忆对成年生活的深刻影响。1.【答案】C【解析】细节理解题。由文章第一段Mrs. Patrick were engaged in spring cleaning.可知，Mrs. Patrick原本该作家务，结果去放风筝了。放完风筝以后，内疚的笑然后去家务了。7
