题目内容
More and more people in
A. a , the B. a , / C. the, the D. the, /
阅读快车系列答案
'm not sure we’d want to wipe those memories out.” said Rebecca Dresser, a medical ethicist (伦理学家).In 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 order to keep and increase market share.
It is accepted in the marketing industry , and confirmed by a number of researches, 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 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 staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation 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 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 carried 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 regular customers ;and always returning calls ,even when they are complaints.
Aiming for customer delight is all very well , but if services 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 or whatever fairness 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 , unclaimed 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 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 taught to regard each other as customers requiring the highest standards of service.
Customer care is 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 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.If a manager should show his empathy (Paragraph6), what would he probably say?
|
A．“I know how upset you must be.” |
|
B．“I appreciate your understanding.” |
|
C．“I’m sorry for the delay.” |
|
D．“I know it’s our fault.” |
4. 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 applied to their staff |
5.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 should promise less but do more in a competitive market. |
|
D．Customer delight is more important for airlines than for banks. |
There are 70,000 pubs in England and Wales have several thousand more in Scotland.
Every country has its drinking shop, but none has an institution quite like the British pub. The most important feature of a good pub (which modern buildings hardly ever achieve) is a feeling of something private. It must have nooks and crannies, corners and snugs, where conversations and assignations can take place without the whole world listening in.
Most pubs have at least two separate bars. The “public bar” which is for ordinary and women is the basic drinking shop. The “lounge bar” (or saloon bar) which is for traveling salesmen and “ladies” probably has a carpet on the floor and rather more comfortable decoration. There may be a difference of a few pence in the drink prices, although all pubs are required by law to put their price lists easily seen on display.
Pubs have been changing over the past few decades. More and more of them sell good, inexpensive food and are competing strongly with restaurants. Tea and coffee are often on offer and children are being made more welcome. The law says that no one under 14 may enter a pub, and between 14 and 18 they must be accompanied by an adult and may not buy or consume alcoholic drink. In reality some pubs, especially in country districts, welcome whole families. Some set aside special rooms for children and where there are gardens they are almost always welcome.
The most basic change, however, came about in the 1938 licensing laws which allowed pubs in England and Wales to open not just at lunch time and in the evening, but all day, from 11 a.m. to 11 p.m. (Scottish laws already permitted all day opening.)
1. Which of the following can be the best title?
A. Pubs’ history B. Pubs in Britain
C. Changes of pubs D. Features of a good pub
2. According to the British people, what kind of pub is a good one?
A. The one with all day opening time.
B. The one with good and inexpensive food.
C. The one with all kinds of people enjoying themselves.
D. The one with different parts where people can have a private conversation.
3.In paragraph 4, we can learn that .
A. pubs allow people above 14 to enter alone
B. pubs never allow people under 18 to enter
C. pubs don’t sell more expensive food than restaurants
D. pubs often sell alcoholic drinks as well as tea and coffee
4.According to the passage, which of the following is NOT true?
A. The law requires all the pubs have slightly different prices of drinks.
B. Ordinary people and women are often having fun in the “public pub”.
C. In some country pubs, children accompanied by their parents are always welcome.
D. Scottish laws allow pubs to open not just at lunch time and in the evening, but all day.