题目
题型：不详难度：来源：
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer "delight" is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. 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 Marketing 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 customer feel they know you and that you can trust them -- 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 carried out within five hours, but getting it done within two) replacing a faulty product immediately; throwing in a gift voucher (购物礼券) as an unexpected "thank you" to regular 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 apology 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 fairness suggests best meets the case).
Airlines face some of the toughest 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 technical problems.
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their names, job title and a "we are here to help" attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
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.
小题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 |
| A．customers often use phones to express their anger |
| B．people still prefer to buy goods online |
| C．customer care becomes more demanding |
| D．customers rely on their phones to obtain services |
| A．Calling customers regular. |
| B．Giving a "thank you" note. |
| C．Delivering a quicker service. |
| D．Promising more gifts. |
| 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." |
| A．their telephone style remains unchanged |
| 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 |
| A．Face-to-face service creates comfortable feelings among customers. |
| 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 air lines then for banks. |
答案
小题1:D
小题2:C
小题3:C
小题4:A
小题5:B
小题6:C
解析
小题1:细节题。根据第二段第二行customers receiving good service will promote business by telling up to 12 other people;可知收到优待的顾客会促进生意的发展。
小题2:根据文章第三段最后2行可知顾客现在的要求变高了变得苛刻了。答案为C。
小题3:细节题。根据第五段第2行under-promising and over-delivering (saying that a repair will be carried out within five hours, but getting it done within two。可知C正确。
小题4:细节题。根据第6段3,4行(for example, "I know how you must feel")可知A符合要求。
小题5:细节题。根据文章倒数第四段while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.可知B正确。
小题6:推理题。根据文章最后一段可知要想获得顾客的满意应该少说多做。
核心考点
试题【In the more and more competitive service industry, it is no longer enough to pro】；主要考察你对题材分类等知识点的理解。[详细]
举一反三
My father was Chief engineer of merchant ship, which was sunk in Word War II. The book Night of the U-boats told the story.
Memories
In September, 1940, my mother, sister and I went to Swansea, where my father"s ship was getting ready to sail. We brought him a family photograph to be kept with him at all times and keep him safe.
Then I remember my mother lying face down, sobbing. She had heard from a friend that the ship had been sunk by a torpedo (鱼雷).
I can remember the arrival of the telegram (电报), which in those days always brought had news. My grandmother opened it. It read, "Safe, Love Ted."
My most vivid memory is being woken and brought down to sit on my father"s knee, his arm in a bandage.
He was judged unfit to return to sea and took a shore job in Glasgow for the rest of the war. For as long as I can remember, he had a weak heart. Mother said it was caused by the torpedoes. He said it was because of the cigarettes. Whichever, he died suddenly in his early 50s.
Ten years later I read Night of the U-boats and was able to complete the story.
Torpedo
One torpedo struck the ship. Father was in the engine room, where the third engineer was killed. He shut down the engines to slow the ship making it easier for it to be abandoned.
By the time he got on deck (甲板) he was alone. Every lifeboat was gone except one which had stuck fast. When he tried to cut it free, it swung against the ship, injuring his hand and arm. He had no choice but to jump — still with the photograph in his pocket.
Three days later, he and other survivors were safe in Glasgow. All 23 with him signed the back of the photograph.
A Toast
In my room is the book and the photograph. Often, glass in hand, I have wondered how I would have dealt with an explosion, a sinking ship, a jump into a vast ocean and a wait for rescue? Lest（以免）we forget, I have some more whisky and toast the heroes of the war.
小题1:We can infer that the mother and children went to Swansea ________.
| A．to meet a friend |
| B．to see the father off |
| C．to take a family photo |
| D．to enjoy the sailing of the ship |
| A．he was still alive. |
| B．His knee was broken. |
| C．His ship had been sunk. |
| D．He had arrived in Glasgow. |
| A．weak heart |
| B．taking a shore job |
| C．failure to return to sea |
| D．injury caused by a torpedo |
| A．He lost his arm |
| B．He repaired the engines. |
| C．He managed to take a lifeboat. |
| D．He was the last to leave the ship. |
| A．A group of forgotten heroes |
| B．A book describing a terrifying battle. |
| C．A ship engineer"s wartime experience. |
| D．A merchant"s memories of a sea rescue. |
The common cold is the world’s most widespread illness, which is plagues(疫病) that flesh receives. The most widespread fallacy(谬误) of all is that colds are caused by cold. They are not. They are caused by viruses passing on from person to person. You catch a cold by coming into contact, directly or indirectly, with someone who already has one. If cold causes colds, it would be reasonable to expect the Eskimos to suffer from them forever. But they do not. And in isolated arctic regions explorers have reported being free from colds until coming into contact again with infected people from the outside world by way of packages and mail dropped from airplanes.
During the First World War soldiers who spent long periods in the trenches(战壕), cold and wet, showed no increased tendency to catch colds.
In the Second World War prisoners at the notorious Auschwitz concentration camp(奥斯维辛集中营), naked and starving, were astonished to find that they seldom had colds. At the Common Cold Research Unit in England, volunteers took part in Experiments in which they gave themselves to the discomforts of being cold and wet for long stretches of time. After taking hot baths, they put on bathing suits, allowed themselves to be with cold water, and then stood about dripping wet in drafty room. Some wore wet socks all day while others exercised in the rain until close to exhaustion. Not one of the volunteers came down with a cold unless a cold virus was actually dropped in his nose.
If, then, cold and wet have nothing to do with catching colds, why are they more frequent in the winter？Despite the most pains-taking research, no one has yet found the answer. One explanation offered by scientists is that people tend to stay together indoors more in cold weather than at other times, and this makes it easier for cold viruses to be passed on.
No one has yet found a cure for the cold. There are drugs and pain suppressors(止痛片) such as aspirin, but all they do is relieve the symptoms.
小题1:The writer offered _______ examples to support his argument.
| A．4 | B．5 | C．6 | D．3 |
| A．The Eskimos do not suffer from colds all the time. |
| B．Colds are not caused by cold. |
| C．People suffer from colds just because they like to stay indoors. |
| D．A person may catch a cold by touching someone who already has one. |
| A．they are working in the isolated arctic regions |
| B．they are writing reports in terribly cold weather |
| C．they are free from work in the isolated arctic regions |
| D．they are coming into touch again with the outside world |
| A．suffered a lot | B．never caught colds |
| C．often caught colds | D．became very strong |
| A．the experiments on the common cold |
| B．the fallacy about the common cold |
| C．the reason and the way people catch colds |
| D．the continued spread of common colds |
Here is a story told about an American general who was a very important figure in the American army during the First World War. Everybody in the United States knew him and many people wished to have a picture or something of his in their homes.
Soon after the war the general returned to Washington. One day he went to a dentist and had six teeth pulled out. A week later the general heard that his teeth were being sold in curiosity shops as $ 5 each. On each of the teeth there was a label with the name of the general and words: “Buy these teeth and show them to your friends at home.” The general got angry. He rushed to his office and ordered six officers to go around the city and buy all his teeth.
The officers went out and visited every curiosity shop in the capital. They were away from the office all day. In the evening they returned and put on the table in front of the general the teeth they had bought. They had collected 175 teeth.
小题1:The general returned to Washington ______.
| A．during the war | B．after civil war |
| C．after 1945 | D．after 1918 |
| A．the museum |
| B．the special shops selling some rare and interesting things |
| C．the department store |
| D．the hospital |
| A．look for his teeth and buy all of them |
| B．arrest the dentist at once |
| C．make all the shops stop selling teeth |
| D．buy all the teeth in all the shops |
| A．$ 785 | B．$ 1,050 | C．$ 157 | D．$ 875 |
Zhao Wenxuan，a film star from Taiwan，has been fond of seeing films since his childhood. He would sometimes go to the cinema for the same film four or five times. He also enjoys literature and art. Before he took the film acting as his career，he had worked in an airline in Taipei, the capital of Taiwan Province. His change of job to acting was quite by chance.
One day，he came across in the paper an advertisement for a leading actor to appear in the film named “Wedding Feast.” Full of excitement，he answered the job ad by telephoning the director of the film — Mr. Li An. It was this telephone call that had changed all his life. At last the director decided him to be the very person for the role. That he could be chosen owed much to his good command of English，natural manners and low pay for his work in the film.
The film “Wedding Feast” proved to be a hit. It won the German Golden Bear Award and entered the competition for one of the Oscar Academy Awards. Also, it was the first Taiwan film that was permitted to be shown in the U. S. Thanks to the film，Zhao Wenxuan became popular in Taiwan, Hong Kong and southeast Asia.
In 1994，Mr. Zhao acted as a leading role in the Hong Kong film，“Red Rose and White Rose”，in which many film stars like Ms Chen Chong from U. S. and Ms Ye Yuqing from the local area participated. This film was named for 10 prizes of the Taiwan Golden Horse Prize and at last it was awarded five prizes for the best play，actress and music. Zhao has regarded the film as one of his favorite films since he stepped into the acting circle.
Since 1993，Mr. Zhao has taken part in the shootings of 13 films， most of which are thought highly of.
Mr. Zhao said the that Taiwan should think to cooperate much with the mainland in the film producing industry and it would benefit each other. In recent years he often came to the mainland for film shooting. He has just completed his performance in the film “Love Affairs” directed by Mr. LiXin，a director from Shanghai Film Studio.
小题1:Why could Zhao Wenxuan play the leading role in the movie “Wedding Feast”？
| A．Because he liked to see films very much. |
| B．Because he was a famous actor at that time. |
| C．Because he could speak English very well，acted naturally and gave no thought to the pay for his work in the movie. |
| D．Because the director of the movie knew him very well. |
| A．“Wedding Feast” is just an ordinary film |
| B．the film “Wedding Feast” disappointed people greatly |
| C．Zhao Wenxuan became a famous movie star because of the film “Wedding Feast” |
| D．A lot of the Taiwan films are shown in the U. S. every year |
a. He joined in the film “Red Rose and White Rose” in Hong Kong.
b. He worked in an airline in Taipei.
c. He suggested Taiwan and the mainland should film more together.
d. When he was a boy，he often went to the cinema.
e. He has just finished the film “Love Affairs” in Shanghai.
f. He acted an important role in the film “Wedding Feast”.
| A．d，b，f，a，e，c | B．a，b，d，f，e，c |
| C．b，e，f，a，d，c | D．c，b，e，a，f，d |
| A．one’s success is frequently (often) closely connected with a favorable chance |
| B．it is never too late to learn |
| C．know the enemy and know yourself, and you can fight a hundred battles with no danger of defeat |
| D．there is no limit to knowledge |
You’re standing with your classmates. Everyone is talking—except you. Perhaps you’re afraid they will laugh at what you say. Or maybe you just aren’t brave enough to speak.
I’ve been there, and so have many other people all over the world. Shyness is like a snake that crawls(爬进) into our mouths and stops us speaking. But we shouldn’t let it stay there.
I am 29 years old. Even today, that snake still sometimes visits me. But when I was in high school, I was so shy that I wouldn’t talk to anyone except my parents and best friends. If a stranger asked me the way to a local shop, it was as if I’d forgotten how to talk.
One summer, I got a job in a restaurant and that helped a lot. It meant I had to talk to customers. I had to tell them how much their meal cost. I had to ask them if they wanted to drink Coke or Sprite. I had to tell the people in the kitchen if someone wanted pickle（泡菜）on their sandwich.
This job taught me how to speak with people.
You may not be old enough to find a part-time job. But you can look for other chances to speak with people. You can offer to help an old woman carry her heavy bag. Or you can go to get a newspaper for your family.
If you do these things for a while, the “shyness” snake will soon begin to leave you alone. It’ll look for another mouth to crawl into.
小题1:The example in the first paragraph is used to .
| A．show that everyone has the right to speak in class |
| B．tell readers that it is not right to laugh at others |
| C．introduce the fact that many people have a shyness problem |
| D．argue that it is alright to keep silent in public |
| A．he’s been in many situations that make other people feel shy |
| B．he is confident that he can find a way to get over shyness |
| C．he is sad because he knows he will always be shy |
| D．like many other people he once was troubled by shyness |
| A．cooking the meals for customers |
| B．taking the customers’ orders |
| C．discussing the menu with the manager |
| D．helping people in the kitchen |
| A．Shy early teenagers. |
| B．College students. |
| C．People who work at a restaurant. |
| D．People who need a part-time job. |
最新试题
- 1下列句子中，不含通假字的一项是：（ ）A．今日往而不反者 B秦王还柱而走 C．因人之力
- 2蛇纹石由MgO、Al2O3、SiO2、Fe2O3组成。现取一份蛇纹石试样进行实验，首先将其溶于过量的盐酸，过滤后，在所得
- 3失去了雏鸡的母鸡能带小猫，失去了雏鸟的美国红雀能给金鱼喂食，这种行为属于______行为，是由______决定的．
- 4下列关于磁通量和磁感应强度的说法中，正确的是[ ]A、穿过某一个面的磁通量越大，该处磁感应强度也越大 B、穿过任
- 5If you don"t go to the meeting tomorrow, ________.A. he will
- 62011年4月25日中国社会科学院发布的《经济蓝皮书春季号》指出，今年我国吸引外资将继续平稳增长，预计增速达10%以上。
- 7温度是表示物体___________的物理量．常用的温度计是根据________性质来测量温度的．温度计上的符号℃表示采
- 8民主人士张澜在一次发言中讲道：“这是新中国的一个人民大宪章。它确定了新中国的政治理论和政治制度，它有了‘革命到底’的大方
- 9“李杜诗篇万古传，至今已觉不新鲜；江山代有人才出，各领风***数百年”。这首诗所包含的关于传统文化的正确认识有[ ]
- 10人的生命的独特性是与动物、植物和微生物的比较中得出的，突出表现在 [ ]A．智慧性 B．适应性 C．坚强
热门考点
- 120世纪60年代末，卢森堡首相皮埃尔·维尔纳提出后人所称的“维尔纳计划”，其主要内容包括：资本完全自由流通，各成员国货币
- 2下列运算正确的是（ ）A．3+3=6B．32-2=2C．3×2=6D．153=5
- 3二战后，发达国家建立起一整套自我调节的机制，主要表现在①推行较广泛的社会福利制度②改革社会制度③实行计划经济④政府加强对
- 4已知f(x)=2sin(2x+π3)（1）求函数f（x）的最小正周期和最大值，并求取最大值时x的取值集合；（2）在△AB
- 5---When will you be back?---________.We"ll meet at the end o
- 6已知2x-y=10，则2y-4x的值为 [ ]A.10 B.20 C.-10 D.-20
- 7人体吸入的O2有2%的转化为活性氧，它能加速人体的衰老，被称为“夺命***手”．我国科学家尝试用亚硒酸钠（Na2SeO3）清
- 8下列关于四种粒子的结构示意图的说法中正确的是 ① ② ③
- 9It seems you need to apologize quickly _____ a good friend.A
- 10△ABC在平面直角坐标系中，A点的坐标是（0，3），现将△ABC向右平移3个单位长度后得△A1B1C1，则点A1的坐标是