Not too long ago, an incident that
happened at Walt Disney touched me greatly. A guest checking out of our
Polynesian Village resort (度假胜地) at Walt Disney was asked how she 1
her visit. She told the
front-desk clerk she had had a(n) 2 vacation, but was heartbroken about 3
several rolls of Kodak
color film(胶卷) she had not yet 4 . At that moment she was particularly
5 over the loss of the pictures she had shot at our
Polynesian Luau, as this was a memory she especially treasured.
Now, please understand that we have
no written service rules 6 lost
photos in the park. 7 , the clerk at the front desk
understood Disney’s idea of caring for our 8 . She asked the woman
to leave her a couple rolls of 9 film, promising she would
take care of the rest of our show at Polynesian Luau.
Two weeks later the guest received
a 10 at her home. In it were photos of
all the actors of our show, 11 signed
by each performer. There were also 12 of the public procession (游行队伍) and fireworks in the park, taken by the front-desk
clerk in her own 13 after work. I happened to know this
story because this guest wrote us a letter. She said that never in her
life had she received such good service from any business.
Excellent 14 does not come from policy (政策性的) handbooks. It comes from people who 15 --and from a culture that
encourages and models that attitude.
1. A.
expected B.
realized C.
paid D. enjoyed
2. A.
disappointing B. wonderful C. uncomfortable
D. important
3. A.
taking B.
dropping C.
losing D. breaking
4. A.
developed B.
taken C.
washed D. loaded
5. A.
silly B.
nervous C.
calm D. sad
6. A.
covering B.
finding C.
making D. keeping
7. A.
Excitedly B. Fortunately C.
Therefore D. Quietly
8. A. workers
B. guests C.
managers D. clerks
9. A.
printed B.
shot C.
unused D. recorded
10. A.
film B.
card C.
camera D. packet
11. A.
frequently B. personally C.
alone D. actually
12. A.
rules B. pictures
C.
handbooks D. performances
13. A.
case B.
work C.
time D. position
14. A.
advice B. experience C.
quality D. service
15. A.
care B.
serve C.
like D. know