52.　 What does the writer recommend to create delight?

A. Calling customers regularly　　 B. Giving a “thank you” note.

C. Delivering a quicker service　　 D. Promising more gifts.

51. 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 attention

D. customers rely on their phones to obtain services　

50. 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

8.(2011·浙江卷)C

　 In the more and more competitive service industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or 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 llenges for customer care have come when peoplecan obtain　 goods and services through　 telephone call centers and the Intemet. 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 Marketng 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 customet feel they know you and that you can trest- 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 camed 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 regntlar 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 aplogy 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 faimess suggests best meets the case).

　　　　　 Airlines face some of the tourhest 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 technieal problems .

　 For British Airways staff , a winning telephone style is considercd 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 investod heavily in information technology to make sure that infomation is available instantly on scren.

　　 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.

30.C考查文章的标题。文章的作者第一段就提出了自己的论点my weakness brings out the kindness in people. 文章通篇以自己的经历向人们阐述弱势与善良的关系。

29.C考查主旨、要义。根据文章的第一段可知But I have found that my weakness brings out the kindness in people.是文章的中心句，全文作者以自己的亲身经历向人们阐述了：有时承认自己的弱势给人们带来的好处，承认弱势能改善人们之间的关系，使自己得到更多的帮助，让我们看到人性的善良。

28.B考查细节理解。根据文中When I put on my flashlights,。。。。But instead of getting impatient and angry, they waited, knowing the driver in front of them was in some way weak.可知选B。

27.D考查细节理解。根据sometimes I was sad because those who appear independent miss the kindness I see daily. They don’t get to see this soft side of others.可知选D。

26.A考查细节理解。根据I have found that my weakness brings out the kindness in people.可知我的弱势显现了人们的善良，进而许多人帮助我。又因I have discovered that it makes them happy可知：帮助别人能使他们感到幸福。故选A。

30. Which of the following is the best title for the passage?

　 A. A Wheelchair Experience.

　 B. Weakness and Kindness.

　 C. Weakness and Strength

D. A Driving Experience

[文章大意]本文是一篇议论文。在动物王国弱势会带来被侵略，在人类社会有时也是如此。但作者认为弱势能显现出人们的善良，给人们带来更多的帮助。从而使双方都感到幸福。作者以自己的经历向人们阐述了弱势与善良的关系。