题目内容
27. More and more Chinese women are having difficulty ______ Mr. Right or are choosing the single life.
| A．to find | B．finding | C．found | D．in being found |
B
解析
It was an unforgettable experience. By the time we made it to the 36 , my hands were wet. I 37 he would remember everything I had taught him over and over again. 38 he stopped and asked, “So, Mom, how do you like my 39 ?”
I must admit that his performance was 40 . He had both hands on the wheel. His eyes never left the highway and his handling was far better than I’d ever imagined it would be, 41 it still needed improving.
Several 42 ago, I was teaching him to ride his bike. We started 43 . The third grade primary school student was 44 that his training wheels were taken off. Of course it was a long evening. He 45 several times but always got up quickly and kept 46 until he mastered riding.
Viewing the 47 , I guess it really wasn’t about him driving. It was about him 48 ---gaining more and more independence; not 49 me so much anymore.
He will be a(n) 50 in high school this fall. This will truly be a 51 year for both of us. He’s ready to have one of the best years of his young life and I will have (a) complete mental 52 . For this is probably the last year that my baby will be at home on a(n) 53 basis.
After this school year, he’ll go to college and then into the real world. Things all happen so 54 .
Now I see the time has just arrived for him to perform what he’s learned.
So, I guess you could say his driving lessons are lessons for me too. Yes, I’m being 55 that it’s his time to drive through life’s green lights and move towards his future as smoothly and skillfully as possible.
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Do you know what kind of things the young people are reading? More and more 36 and parents have noticed another kind of pollution, which comes from the printed papers 37 on streets.
These printed things 38 newspapers but have hardly anything to do with 39 . You can only find reading materials badly made up there---some are too strange for anyone to 40 , others are frightening stories of something 41 .However, many of the young readers are getting interested in such 42 reading, which 43 them what they should pay for their breakfast and brings them nightmares（噩梦）and immoral（邪恶）ideas in 44 . Homework is left 45 , and daily games are lost.
These sellers shout on streets selling their papers well. The writers, publishers and printers, 46 they are, we never know, are 47 their silent money.
The sheep-skinned wolf’s story seems to have been forgotten once again .Why not 48 this kind of thing? Yes, both teachers and parents have asked each other for more strict control of the young readers. 49 ,the more you want to forbid it, the more they want to have a look at it. 50 you may even find several children, driven by the curious natures, 51 one patched paper, which has travelled from hand to hand.
It really does 52 to our society. It has already formed a sort of moral pollution. The 53 teachers and parents need more powerful support in their protection of the young generation. At the same time the young 54 need more interesting books to help them 55 those ugly papers.
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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.
【小题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 |
| 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 |
| 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.” |
| 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 |
| 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. |