Do you remember last summer , when angry travelers were urging the government to do something about airline customer service ? Airlines     36     to improve , and they adopted (采用)new standards just before Christmas .    37     as another summer nears , plenty of     38    

travelers don’t see much improvement in customer     39     overall .

    This month , the Department of Transportation’s (DOT) office will publish its first critical   40      

on whether airlines are     41     their promises . One survey(调查)suggests problems : the number of     42     to the DOT about the top 10 airlines in the first     43     rose 89% from a year ago .

Hit last summer by passenger complaints  and the threat (威慑)of consumer-protection laws by the    44      , 14 airlines     45     to adopt a set of basic customer-service standards called Customers First . The “12 promises” to passengers were introduced     46     a mjor effort to improve service . Since then , airlines have been redesigning websites , retraining employees and upgrading technology .

Recently , DOT inspector general Kenneth Mead , at McCain’s request , sent 20 examiners to airports to     47     whether each airline is doing what it promised . Mead warns travelers shouldn’t    48      too much . Most of the promises are    49      better communication with customers , not problems with flights .

“Passengers should show more understanding to airlines about their     50     to better air service .” Spokeswoman Shelly Sasson says . “And when     51     are made , it takes a long time for them to be noticed,” she says .

Now , the efforts may be working . During the first quarter , Delta had the second-lowest rate of complaints among the     52     10 carriers .    53     , its rate , along with other carriers’ , is up from last year . McCain and other lawmakers say there may be  a     54     to pass new consumer-protection      55    .

36.A.promised                      B.managed               C.hoped                    D.refused

37.A.So                         B.But                        C.Merely                   D.Even

38.A.skilled                   B.experienced            C.tired                             D.puzzled

39.A.flight                     B.opinion                  C.service                   D.travel

40.A.news                     B.information            C.doubt                     D.article

41.A.honoring               B.making                  C.giving                    D.improving

42.A.problems                      B.travelers                 C.passengers              D.complaints

43.A.quarter                  B.year                       C.month                    D.summer

44.A.customer               B.company               C.government            D.public

45.A.wished                   B.agreed                    C.remembered           D.failed

46.A.to                          B.for                        C.as                          D.by

47.A.explain                   B.discuss                    C.discover                 D.check

48.A.travel                    B.expect                    C.complain               D.suggest   

49.A.aimed at               B.considered as          C.joined to               D.made from

50.A.difficulty                      B.situation                 C.reality                    D.efforts

51.A.suggestions            B.rules                      C.decisions               D.improvements

52.A.large                     B.first                      C.top                        D.bad

53.A.Still                       B.Therefore                C.Instead                   D.Meanwhile

54.A.possibility              B.need                      C.chance                   D.use

55.A.examinations          B.service                   C.laws                      D.reports

A young man was getting ready to graduate from college. He had wanted a beautiful 36in a dealer’s showroom, and knowing his father could well 37 it, he told him that was all he wanted.

As Graduation Day came near, the young man expected 38 that his father had bought the gift .39, on the morning of his graduation, his father called him into his own 40. His father told him how proud he was to have such a fine son, and told him how much he loved him. He 41 his son a beautifully wrapped gift box.

Curious, and somewhat 42 , the young man opened the box and found a lovely leather bound Bible,with the young man’s name written in gold. Angry, he 43.his voice to his father, and said, “With all your money you give me a Bible?” and 44 out of the house.

Many years passed and the young man was very 45.in business. He had a beautiful home and wonderful family, but 46.his father was very old, and thought perhaps he should go to see him.47 he could make arrangements, he received a telegram 48 him his father had passed away and willed all of his 49 to his son. When he arrived at his father’s, sudden sadness and regret 50 his heart. He began to 51 his father’s important papers and saw the still new gift-wrapped Bible, just as he had 52 it years ago. With tears, he opened the Bible and began to turn the pages. His father had carefully 53 a verse(诗),Matthew 7-11,“And if you, being evil, know how to give good gifts to your children, how much more shall your Heavenly Father which is in Heaven, give to those who ask Him?”

As he read those words, a car key 54 from the back of the Bible. It had a tag(标签) with the dealer’s name, the same dealer who had the sports car he had desired. On the tag was the 55 of his graduation, and the words:PAID IN FULL.

36.A.computer       B.bike     C.car       D.recorder

37.A.pay B.buy      C.support       D.afford

38.A.signs      B.facts    C.marks  D.results

39.A.However       B.Finally C.Quietly       D.Actually

40.A.house     B.room   C.study   D.office

41.A.gave       B.handed C.showed       D.presented

42.A.excited   B.nervous       C.interested    D.disappointed

43.A.raised     B.changed      C.improved    D.increased

44.A.ran  B.went    C.walked D.stormed

45.A.busy       B.successful    C.comfortable D.happy

46.A.remembered   B.realized       C.knew   D.considered

47.A.When     B.As       C.After   D.Before

48.A.informing      B.announcing  C.telling  D.discovering

49.A.treasures B.possessions  C.clothing      D.eagerness

50.A.filled      B.caught  C.attacked      D.beat

51.A.pick up   B.remind of    C.search through    D.refer to

52.A.seen       B.got      C.left      D.thrown

53.A.made      B.written C.underlined   D.designed

54.A.dropped  B.appeared     C.rolled   D.showed

55.A.year       B.date     C.moment      D.day

Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest___36___ out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she ___37___ her visit. She told the front-desk clerk she had had a (n) ___38___ vacation, but was heartbroken about ___39___ several rolls of Kodak color film she had not yet ___40___. At that moment she was particularly ___41___ over the loss of the pictures she had shot at our Polynesian Luau, 42___ this was a memory she especially treasured.

Now, please understand that we have no written service rules___43___ lost photos in the park. 44___, the clerk at the front desk___45___ Disney’s idea of caring for our ___46___. She asked the woman to leave her a couple rolls of ___47___ film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a ___48___at her home. In it were photos of all the actors of our show, 49___ signed by each performer. There were also ___50___ of the public procession(游行队伍)and fireworks in the park, taken by the front-desk clerk in her own ___51___ after work. I happened to know this ___52___ because this guest wrote us a letter. She said that ___53___ in her life had she received such good service from any business.

Excellent ___54___ does not come from policy (政策性的)handbooks. It comes from people who ___55___ —and from a culture that encourages and models that attitude.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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