Stacey Hillman, who is 10 years old, was reading a magazine about police dogs needing bulletproof vests(防弹背心)．She thought that someone should start raising money for the police dogs．
After she got permission from Chief LaBrusciano, she went to the County Sheriff Don Eslinger．She got busy visiting all the police dogs and telling the departments about her new charity．She made "collection boxes" out of bottles and put a picture of her with a police dog on it．She put these bottles in vet's(兽医的)offices and pet stores．
The Chief from her hometown police department helped make Stacev's idea an official Charity－Pennies to Protect Police Dogs．The more money she collected, the more popular she became, and the more people offered to donate(捐赠)and help her with her goal of giving every police dog effective protection．
Stacey travels all around her state to raise money and tell people how important the police dogs are．She speaks at schools, and they donate to her charity, too．Since Stacey started her charity, she has bought bullet-proof vests for the police dogs with all the 140 thousand dollars she has raised．But she has many more K-9 friends that still need to be protected and she promises to keep doing her charity until every police dog in the whole country has a bulletproof vest．
Each vest costs ＄700, and every police dog deserves one．There are not always tax dollars to provide K-9s with these vests, and very few departments have them．The police dogs save lives just like police officers do, and often the police dogs are the first to go in．Stacey relies on donations from everyone to provide the dogs with bulletproof vests．
(1)
What made Stacey begin to consider doing something for the police dogs?
[ ]
A．
Chief LaBrusciano's permission．
B．
The suggestion from a charity．
C．
A call from the local police department．
D．
An article about police dogs' problem．
(2)
"K-9 friends" probably refers to ________．
[ ]
A．
police officers
B．
local people
C．
police dogs
D．
friends at school
(3)
How many bulletproof vests has Stacey bought for the police dogs?
[ ]
A．
100．
B．
140．
C．
200．
D．
700．
(4)
According to the passage, Stacey's final goal is ________．
In the more and more competitive service industry it is no longer enugh pro? Customer satisfaction．Today, customer：”delight”is what companies are trying to achieve in order to keep and increase market share．
It is accepted in the marketing industry, and confirmed by a number of reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated complaints are handled fairly will stay loyal．
New challenges for customer care have come when people 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 sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?
“Many people do not like talking to machines,”days 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 then, The aim is to make the customer feel they know you and that you can trust them-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-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”
Reg? Customers; and always returning calls, even when they are compants．
Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．
Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?
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,? their name, job title and a “we are here to help”attitude．The company has invested 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? each other as customers requiring the highest standards of service．
Customer care is obiously here to stay and it would be a foolish company that used slpgznd? 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 2that ________．
[ ]
A．
complaining customers are hard to satisfy
B．
unsatisfied customers receive better service
C．
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 anger
B．
people still prefer to buy goods online
C．
customer care becomes more demanding
D．
customers rely on their phones to obtain services
(3)
What does the writer recommend to create customer delight?
[ ]
A．
Calling customers regular
B．
Gibing a “thank you “note．
C．
Delivering a quicker service．
D．
Promising more gifts．
(4)
If a manager shoud show his empathy(Paragraph 6), what would be probably say?
[ ]
A．
”I know how upset you must be．”
B．
”I appreciate your understandig．”
C．
”I'm sorry for the delay．”
D．
”I know it's our fault．”
(5)
Customer delight is important for airlines because ________．
[ ]
A．
their telephone style remains unchanged
B．
they are more likely to meet with complaints
C．
the services cost them a lot of money
D．
the policies can be a?
(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 cuatomer．
C．
A company should promise less but do more in a competitive market．
D．
Customer delingt is more important for air lines then for banks．
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