"A survey was conducted in Shanghai where interviewees were asked if they wanted to be a factory worker．One percent of all people interviewed said “YES," Wang Hongjun, a technician, said, raising his voice for dramatic effect．"But I can tell you, only a small part of that 1 percent are telling the truth．"

       I've met colorful people like Wang all over China．They are cynical （玩世不恭的） yet warmhearted, plain spoken but smart．And many of them are confined （局限于） to work in factories．

       Wang is a top technician but also represents manual factory workers, who are China's most important natural resource．Their energy is powering China's economic boom, and their muscle is turning the wheel of the world's factory．

       But does their unskilled labor give their life meaning? At school, did they tell their friends: "When I grow up I want to work in a factory making socks?" Did you?[来源:Zxxk.Com]

       Factory work has always been a stepping-stone from farm life to the city and a modern life．It's been happening for centuries, but today, with our space-age technology, it's outdated．Earning 1,200 yuan （$169） per month working in a factory is better than that on a farm, but as Wang points out, it's not a dream career．There should be better ways to earn your rice．

       Many modern factories no longer have production line workers．Robots do the assembly （装配）．People just do the monitoring．In this age of technology, in which China is now working smarter and not just harder, why are people still standing in production lines?

       But life is cheap in China．So why not continue to exploit the low-cost labor situation and keep the economy growing fast, some entrepreneurs may ask．

1.How many people surveyed really like to be factory workers?

       A．One percent                      

       B．Only a small part

       C．Only a small part of that one percent   

       D．The writer didn’t mention it．

2.Which is NOT the writer's opinion of factory workers?

       A．cynical                                     B．unimportant

       C．warmhearted                                D．plain spoken

3.Wang Hongjun is a person who is         ．

       A．difficult to get along with

       B．humorous but serious

       C．cynical but warmhearted, plain spoken but smart

       D．full of energy but doesn't want to work hard

4.Which of the following statements is NOT true according to the passage?

       A．Factory workers make contributions to China's economic boom．

       B．Working in a factory is better than that on a farm．

       C．Factory workers are satisfied with their living conditions．

       D．Some entrepreneurs exploited the low-cost labor situation．

5.The writer uses          to begin the passage．

       A．a lot of figures                                    B．many examples

       C．some dialogue                                     D．the result of a survey

With all the wars, fighting and sadness in the world today, it's not only necessary, but also essential to have a good sense of humor just to help us get through each and every day of our lives. Putting a smile on someone's face when you know they are feeling down in the dumps ( 处于沮丧中), as the saying goes, makes me feel good and warms my heart.
How would you feel if you could not joke around with your wife, husband, child, co-worker neighbor, close friend, or even just someone that you are standing in line with at your comer store? I am always saying things that make others smile or laugh, even if I don't know the person I'm joking around with. My Grandma always found humor in everything she did, even if it was the hardest job anyone could imagine. This not only relieves stress in any situation, but also is common courtesy (礼貌) to speak to others that are around you.
I know of a few people that don’t have a funny bone in their bodies, as they say. Everyone around them could be rolling on the floor after hearing a great joke and they would sit there without the slightest smile on their face. They don't get the joke that makes others laugh. I am busting a gut while they just sit there, looking at me as if I were from outer space. How can people not get a really funny joke?
Laughing is essential to keep your stress levels under control. Without humor we would find ourselves with a lot of psychological problems, or on a lot of medications to keep us from going crazy. There is too much sadness in this present world. It drives people crazy. We all need to find a way to bypass the sadness and bring a little light into our lives. So, I believe our best medicine is to get together and tell some jokes and have some fun laughing together.
1. According to the author, humor is useful in the aspect that ____________.
A. it makes people more confident
B. it can pick up people' s spirits
C. it can help get rid of the cruelty in the world
D. it can help people get on well with others
2. The author answers the question in the second paragraph with ___________.
A. facts and descriptions                B. evidence and argument   
C. examples and conclusion             D. stories and persuasion
3. The phrase “busting a gut" in the third paragraph can be replaced by __________.
A. explaining carefully                 B. speaking loud
    C. keeping silent                      D. laughing hard
4. In writing the passage, the author mainly intends to __________.
A. talk about his own understanding of humor
B. encourage people to be humorous in daily life
C. introduce a practical way to get through daily life
D. convince people of the power of being optimistic about life[来源:学*科*网]
5. What is the author' s attitude towards the present world?[来源:学科网ZXXK]
A. Positive.          B. Critical.            C. Satisfied.           D. Indifferent.

  In the more and more competitive scrvice 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.

1.

 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

2.

 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 

3.

 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.

4.

 If a manager should show his empathy (Paragraph6), what would he  probably say?

A.“I know how upset you must be.”   B.“I appreciate your understanding.”

C. “I’m sorry for the delay.”          D.“I know it’s our fault.”

5.

Customer delight is important for airlines because      .

A. their telephone style remains anchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

6.

 Which of the following is conveyed in this article?

A. Face-to-face service creatcs comfortable feelings among customers.[来源:Zxxk.Com]

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for airlines than for banks.