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发表于 2011-6-9 17:05:00
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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,?their name,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 ?each other as customers requiring the highest standards of service.
??are is obiously here to stay and it would be a foolish company that used slpgznd ?as we do as we please”.On the other hand,the more customers are promised,the greater the risk of disappointment.
50.We can learn from Paragraph 2that _______________.
A.complaining customers are hard to satisfy
B.？satisfied customers ?? 更多免费试卷下载绿色圃中小学教育网www.lspjy.com 分站www.fydaxue.com
C.satisfied customers catch ???
D.well-treated customers promote business
51.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 demanding
D.customers rely on their phones to obtain services
52.What does the writer recommend to ??customer delight?
A.Calling customers regular
B.Gibing a “thank you “note.
C.??ing a quicker ?
D.Promising ?
53.If a manager shoud show his empathy (Paragraph 6),what would be probably say?
A.”I know how upset you must be.”
B.”I appreciate your understandig.”
C.”I’m sorry for the delay.”
D.”I know it’s our fault.”
54.Customer delight is important for airlines because _______________.
A.their telephone style remains unchanged
B.they are more likely to meet with complaints
C.?services cost them a lot of money
D.the policies can be a ?
55.Which of the following is conveyed in this article?
A.Face-to –face service creates comfortable feelings among customers.
B.Companies that promise more will naturally attract more cuatomer.
C.A company should promise less but do more in a competitive market.
D.Customer delingt is more important for air lines then for banks.
D
It was Satuday.As always, it was the one, for “Six days,shall you labar and all your work”was taken senously but ?????Father and Mr.Patnce ncxt door were bxsy conny tcood lnside the wiel users Mother ane Mrs. Patrick were enpted in seeng cleaning
Somehow the boy s had shipped away to the back lot with their kites.Now,evet at the reis of having Brother caught to beat carpets.they had sent him to the kitchen tox exsre xding ,sccmed there was no limt to the heights to which kites would fly today
My mothe looked at the sitting room,its furndign disordered for a tborough sweeting .Aprit kdgkd look toward the window “Come on,girls!Let’s take sing to the beer and theem a tutue”
On the way we met Mrs. Patrick ,Ianghing guiltily as if she wrig doing woeig wrong
The such a day for flying kites! We played all our frsh string into the boys’ kites up higher and higher,We could hardly distingwish the orang-coloced sports of the kites Now and then we slowly pullked one kite back,watching it dancing upo and down in the wind and finally bringing it down to earth ,just for the joy of sending yt up again
Even out fathers dropped their tools and joined us .Out mothers look their turn.??????schoolgirls Ithink we were all beside ourselves Parents forgx their daty and ??children for everyday fights and ???? maps it’s like this in the some of heafer confusedly.
. we growing dark before we all walked sleepily back to the housew .Isuppose we had some chean and orderly enough.The strange thing was, we didn’t mention that ady afterward Ifelt a little embarrasse .Surely none of the of the others had been as exceted as I Ikxked the memory up in that deepest part of me where we keep “the things that cannot be and yet they are”
The years went on,then one day Iwas hurrying about my kitchen in a city apartment,trying to get some work out of the way while my three-year-old ,sisrently cried her desire to go park ,see duck
“I can’t go !”I said.”“I have this angt and when I’m through I’ll be too rired to walk that far
My mother, who was visiting us, go up from the peas she was shelling It’s a wllderful day,she offered, really warm,yet there’s a fine breeu.Do you remimber that day we flew kites?
I stoppoed in my dash between store and sink.The locked door flew open and with it a rush of memorese Come on,I told my little girl You’re right ,it’s too good d day to miss
Another decade passed,We were in the aftennath (余波)of a great war,All evening we had been asking our returned soldier,the youngest Patrick Boy,about his experiences as a prisone war ,He has ked freely,but now for a long time he had been silent ,What was he think what things?
Asmile shpped out frow -no,of cow ,, you bly didn’t make the impression on you as it did on me .”
I hardly dared speak,”Remrmber what?
“I used to think of that day a lot in POW camo(战俘营)，when things weren’s too good ,DO you remember the we flew the kites?
56.mrs.patnck was laughing gultily because she thought________
A she was too old to fly kites
B her husband would make fun of her
C she shoule have been doing her how
D supposed to the don’t game
57.by “we were all beside ourselves writer means that they all ________
A felt confused
B went wild with joy
C looked on
D forfot their fights |
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发表于 2011-6-9 17:04:00
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