Question

3．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 researchers，that customers receiving good service will promote business by telling up to 12 other people； those treated badly tell tales of worse to up to 20 people．Interestingly，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 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 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-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 coupon as an unexpected"thank you"to regular customers； and always returning calls，even when they are complaints．
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．The 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．

41．We can learn from Paragraph 2 thatD．
  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
42．The writer mentions"phone rage"（Paragraph 3）to show thatC．
  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
43．What does the writer recommend to create customer delight？
C 
  A．Calling customers regularly．   B．Giving a"thank you"note．
  C．Delivering a quicker service．  D．Promising more gifts．
44．Customer delight is important for airlines becauseB．
  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
45．Which of the following is conveyed in this article？C
  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 air lines than for banks．

Answer 1

分析 文章讲述了如何提高顾客的满意程度的各种方法和措施．

解答 41：D细节题．由第二段第一句中"customers receiving good service will promote business"可知正确答案为D．
42：C推断题．由第三段可知，作者举了 phone rage 的例子是为了说明顾客可以通过电话服务中心和互联网获得服务，由此可推断公司为满足客户需求而要面对的挑战越来越多，故正确答案为C．
43：C细节题．由第五段第一句"…under-promising and over-delivering （saying that a repair will be carried out within five hours，but getting it done within two）"可知让客户愉快的方法之一是提供更快的服务，而另外三项在第五段都没有提及，故正确答案为C．
44：B推断题．由第七段最后一句"while there is great potential for customer anger over delays caused by weather，unclaimed luggage and technical problems．"可知航空公司面对的潜在投诉很多，所以如果他们不能让客户满意，他们最终会面对更多的投诉，故正确答案为B．
45：C主旨题．由最后一段最后一句"On the other hand，the more customers are promised，the greater the risk of disappointment．"可知作者认为公司不能许诺太多，而由第五段第一句"under-promising and over-delivering （saying that a repair will be carried out within five hours，but getting it done within two）"可知作者认为公司应该做得更多，故公司应该少许诺但多做，所以C项符合文意．B、D项文中没有相关内容，A项只是文章的一部分，但不是主旨，故正确答案C．

点评 本文是健康环保类阅读理解．做这类题材阅读理解时要求考生对文章通读一遍，做题时结合原文和题目有针对性的找出相关语句进行仔细分析，结合选项选出正确答案．推理判断题也是要在抓住关键句子的基础上合理的分析才能得出正确答案，切忌胡乱猜测，一定要做到有理有据．