Not too long ago ,an incident that happened at Walt Disney touched me greatly. A guest  16 out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she 17 her visit .She told the front-desk clerk she had had a (n) 18 vacation ,but was heartbroken about 19 several rolls of Kodak color film she had not yet  20 .At that moment she was particularly  21 over the loss of the pictures she had shot at our Polynesian Luau ,  22 this was a memory she especially treasured.

  Now ,please understand that we have no written service rules 23 lost photos in the park. 24 ,the clerk at the front desk  25 Disney’s idea of caring for our  26 . She asked the woman to leave her a couple rolls of 27 film ,promising she would take care of the rest of our show at Polynesian Luau.

  Two weeks later the guest received a 28 at her home .In it were photos of all the actors of our show, 29 signed by each performer. There were also 30 of the public procession(游行队伍)and fireworks in the park ,taken by the front-desk clerk in her own   31  after work. I happened to know this 32 because this guest wrote us a letter .She said that 33 in her life had she received such good service from any business.

  Excellent 34 does not come from policy (政策性的)handbooks .It comes from people who 35 -and from a culture that encourages and models that attitude.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  35.A.care       B.serve      C.like       D.know

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