题目内容
I appreciate how biking to work allows me to be outside for at least a small part of my day. I’m a senior program director. If I didn’t bike to work, I’d spend my weekdays almost entirely indoors—underground tunnel. On the bike, I get trees, air and a great way to get to know city neighborhoods. Of course, I also get bad weather and city traffic. But it’s worth the trade-off. The weather’s not often bad, and rain and snow have their charms.
I’ve been cycling to work since the late 1990s. I started when the city was doing some construction in the subways and rerouting passengers, which would have lengthened my trip considerably. I tried riding my sister- in- law’s bike to work one day and liked it, so I bought my own. Even though I hadn’t biked since I was a child, I got back into it right away.
I bike during all four seasons. In summer, I wear shorts and a T- shirt and carry a messenger bag over my shoulder for my lunch and anything else I need. Once at the office, I change into business- casual clothes. In winter, I wear layers and a thin hat under my helmet. A cold winter day can be the best time to be on a bicycle. When the air is clear, free of oppressive summer haze, the city can look beautiful.
Biking to work also comes in handy during the workday itself. I have a rack (网架) on the back of my bike that accommodates panniers that allow me to pick up groceries. During work hours, a colleague will occasionally need to send or retrieve documents by messenger. If I have the time, I volunteer. Pedaling 30 blocks and back is a nice way to take a break from work—and to save the office a few bucks on messenger fees.
I’m sure that some people thinking my mode of transportation might be afraid of Midtown traffic. I’m no hero; I don’t want to get hurt riding to work. It just takes time getting used to it. There’s a risk, but all travel has risks. They’re worth it to me.
60. Which is the reason for the author cycling to work?
A. To save money B. To lose weight
C. To smell the roses outside D. To protect the environment
61. What made the author began to ride a bike to work?
A. The author bought his own bike.
B. His sister- in- law lent him a bike.
C. There were few bikes on the street then.
D. The subway construction in the city was under way.
62. The underlined phrase “come in handy” most probably means ______ ?
A. useful B. available C. valuable D. economical
63. In the last paragraph, the author implies that _______.
A. He is not a hero. B. He will go on cycling to work.
C. All travel has risks. D. He is afraid of Midtown traffic.
CDAB
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. |