Not too long ago, an incident that happened at Walt Disney touched me greatly.A guest  21  out of our Polynesian Village resort at Walt Disney was asked how she   22 her visit.She told the front-desk clerk she had had a(n)  23  vacation, but was heartbroken about  24  several rolls of Kodak color film she had not yet  25 .At that moment she was particularly  26  over the loss of the pictures she had shot at our Polynesian Luau,  27  this was a memory she especially treasured.

Now, please understand that we have no written service rules  28  lost photos in the park.  29   the clerk at the front desk  30  Disney’s idea of caring for our  31  .She asked the woman to leave her a couple rolls of  32  film,promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a  33  at her home.In it were photos of all the actors of our show,  34  signed by each performer.There were also  35  of the public procession (游行乐队)and fireworks in the park,taken by the front-desk clerk in her own  36  after work.I happened to know this  37  because this guest wrote us a letter.She said that  38  in her life had she received such good service from any business

Excellent  39  does not come from policy handbooks.It comes from people who  40  and from a culture that encourages  and models that attitude.

21.A.working     B.checking    C. trying      D.staying

22.A.expected    B.realized    C.paid       D.enjoyed

23.A. disappointing  B. wonderful   C. uncomfortable  D. important

24. A.taking     B.dropping    C.losing      D.breaking

25.A.developed    B.taken     C.washed      D.loaded

26.A.silly      B.nervous    C. calm       D. sad

27.A.when      B.where     C.as        D.which

28.A.covering    B.finding    C.making      D.keeping

29.A.Excitedly    B.Fortunately  C.Therefore    D.Quietly

30.A.understood   B. reminded    C.trusted     D.discovered

31.A.workers     B.guests     C.managers     D.clerks

32.A.printed     B.shot      C.unused      D.recorded

33.A.film      B.card      C. camera      D.packet

34.A.frequently   B.personally   C.alone      D.actually

35.A.rules      B.pictures    C.handbooks    D.performances

36.A.case      B.work      C.time       D.position

37.A.story      B.place      C.photo      D.show

38.A.only      B.almost     C. never      D. nearly

39.A.advice     B.experience   C.quality     D. service

40.A. care      B.serve      C.1ike       D.know

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