摘要:32.You must stand it.and see it through. it costs. A.no matter what B.no matter how C.what D.which

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  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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D
Everyone knows you must exercise regularly to keep good health. Indeed, staying physically fit is a big part of our culture. we consider(or rightly so)that healthy people are attractive people. Since most of us want to be attractive, there is no shortage of exercise clubs, training videos, magazines and books offering to help us stay physically fit.
Unfortunately, however, our culture doesn’t place the same emphasis on mental fitness. Although we tend to like men and women with strong, healthy-looking bodies, we don’t have the same degree of respect or attraction for smart, educated, mentally healthy people. This is a pity, because there are great rewards for people who have developed the ability to think well.
If your mind is well trained and flexible, you will be able to understand a great deal of what happens around you. And if you are also well educated --- that is, if you understand basic science, mathematics, music, art, literature, history and so on --- you will find it much easier to make good decisions throughout your life. Over the long run, this leads to a sense of control over your destiny and a much better life than otherwise.
People who are poorly educated or who don’t think well --- that is, people who are not mentally fit --- see things differently. Their world is controlled by mysterious, often malevolent(恶意的)forces. Such people live within a system they will never master, forced to follow rules they will never understand. Although it may not be obvious, most spend their lives being manipulated(控制)by others. They are told what to do, what to think, how to spend their money, and what they should and should not aspire(渴望)to in life.
In my opinion, if you want to live well, you must be able to use your mind well. For this reason, I want you to be able to concentrate, to solve problems, to understand complex ideas, and to think clearly and quickly. Such skills will make it easier for you to make informed decisions, understand current events, choose good friends, manage your money well, make wise lone-term decisions and appreciate music, art and literature.
The key to developing such skills is to enjoy learning, and to have the ability and motivation to teach yourself.
63. The writer of the passage feel disappointed that ____.
A. too little has been done to help people to keep physically fit
B. too much has been done to help people to keep physically fit
C. mentally healthy people are not as popular as physically healthy people
D. physically healthy people are not as popular as mentally healthy people
64. The underlined word “this” in the 3rd paragraph means ____.
A. the understanding of a great deal of what goes on around you
B. the understanding of basic science and mathematics
C. good training in body and mind
D. being able to make good decisions in life
65. The writer of this passage thinks those who are not mentally fit ____.
A. live a poor and mysterious life   B. can’t control over their life
C. often do what others do        D. enjoy being fooled and ruled
66. The best title of the passage will most probably be ____.
A. Train Your Body                  B. Train Your Mind  
C. Make Informed Decisions       D. Think Hard and Work Hard

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When I lived in Spain, some Spanish friends of mine decided to visit England by car. Before they left, they asked me for advice about how to find accommodation (住所). I suggested that they should stay at ‘bed and breakfast’ houses, because this kind of accommodation gives foreign visitors a good chance to speak English with the family. My friends listened to my advice, but they came back with some funny stories.
“We didn’t stay at ‘B&B’ (bed and breakfast) houses,” they said, “because we found that most families were away on holiday.”
I thought this was strange. Finally I understood what had happened. My friends spoke little English, and they thought “VACANCIES” meant “holidays”, because the Spanish word for “holidays” is “vacaciones”. So they did not go to house where the sign outside said “VACANCIES”, which in English means there are free rooms. Then my friends went to house where the sign said “NO VACANCIES”, because they thought this meant the people who owned the house were not away on holiday. But they found that these houses were all full. As a result, they stayed at hotels!
We laughed about this and about mistakes my friends made in reading other signs. In Spanish, the word “DIVERSION” means fun. In English, it means that workmen are repairing the road, and that you must take a different road. When my friends saw the word “DIVERSION” on a road sign, they thought they were going to have fun. Instead, their car was soon stopped.
English people have problems too when they learn foreign languages. Once in Paris, when someone offered me some more coffee, I said “Thank you” in French. I meant that I would like some more. However , to my surprise the coffee pot was taken away! Later I found out that “Thank you” in French means “No, thank you”.
【小题1】My Spanish friends wanted advice about ______.

A.learning English in England
B.finding places to stay in England
C.driving their car on English roads
D.going to England to have fun
【小题2】I suggested that they stay at ‘B&B’ houses because ______.
A.it would be available for them to practice English
B.it would be much cheaper than staying in hotels
C.it would be convenient for them to have dinner
D.it would be easy to find accommodation there
【小题3】“NO VACANCIES” in English means ______.
A.no free roomsB.with free roomsC.not away on holidayD.no holidays at all
【小题4】If you see a road sign that says “DIVERSION”, you will ______.
A.get held by the traffic policemen
B.have a lot of fun and enjoy yourself
C.find the road is blocked by people
D.have to take another different road
【小题5】When someone offered me more coffee and I said “Thank you” in French, I ______.
A.didn’t really want any more coffee
B.wanted the coffee pot taken away
C.really wanted some more coffee
D.wanted to express my politeness

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Some time ago I discovered that one of my chairs had a broken leg. I didn't think there would be any difficulty in getting it mended, as there are a whole lot of antique(古董) shops near my home. So I left home one morning carrying the chair with me. I went into the first shop expecting a friendly reception. I was quite wrong. The man wouldn't even look at my chair.
The second shop, though slightly more polite, was just the same, and the third and the fourth—so I decided that my approach must be wrong.
I entered the fifth shop with a plan in my mind. I placed the chair on the floor and said to the shopkeeper, “Would you like to buy a chair?” He looked it over carefully and said, “Yes, not a bad chair. How much do you want for it, sir?”“Twenty pounds,”I said. “OK,”he said. “I'll give you twenty pounds.”“It's got a slightly broken leg,” I said. “Yes, I saw that, it's nothing.”
Everything was going according to plan and I was getting excited. “What will you do with it?” I asked. “Oh, it will be easy to sell once the repair is done.”“I'll buy it,” I said. “What do you mean?” “You've just sold it to me,” he said. “Yes, I know but I've changed my mind. I am sorry. I'll give you twenty seven pounds for it.” “You must be crazy,”he said. Then, suddenly the penny dropped. “I know what you want. You want me to repair your chair.” “You're right,”I said. “And what would you have done if I had walked in and said,‘Would you mend this chair for me?’”“I wouldn't have agreed to do it,”he said. “We don't do repairs, not enough money in it and too much trouble. But I'll mend this for you, shall we say for a fiver(五英镑钞票)?” He was a very nice man and was greatly amused by the whole thing.
【小题1】We can learn from the text that in the first shop the writer_________.

A.was rather impolite
B.was warmly received
C.asked the shopkeeper to buy his chair
D.asked the shopkeeper to repair his chair
【小题2】The underlined word “approach” in the second paragraph means _________.
A.plan for dealing with thingsB.decision to sell things
C.idea of repairing thingsD.way of doing things
【小题3】The expression “the penny dropped” in the last paragraph means the shopkeeper ____.
A.changed his mindB.accepted the offer
C.saw the writer's purposeD.decided to help the writer
【小题4】How much did the writer pay?
A.£5.B.£7.C.£20.D.£27.
【小题5】From the text, we can learn that the writer was _________.
A.honestB.carefulC.smartD.funny

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