科目：高中英语 来源：2013届江西省南昌市高三上学期调研考试英语试卷（带解析） 题型：单选题
—Was it by cutting down staff are not diligent enough she saved the firm?
—No, it was by improving work efficiency．
| A．that; when | B．that; what | C．who; how | D．who; that |
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科目：高中英语 来源：2013届山东省乐陵市第一中学高三10月月考英语试卷（带解析） 题型：阅读理解
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 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 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— 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(购物礼卷)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 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 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．“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 airlines than for banks. |
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科目：高中英语 来源：2012-2013学年江苏省宿迁青华中学高一上学期期中考试英语试卷（带解析） 题型：阅读理解
Welcome to the Ambassador Hotel. To make your stay as enjoyable as possible, we hope you will use our facilities（设施） to the full.
Dining Room
Breakfast is served in the dining mom from 8 to 9:30 a.m.. Alternatively, the room staff will bring a breakfast tray to your room at any time after 7 a.m., if you place an order for it by telephone. In this case, please fill out a card and hang it outside your door when you go to bed. Lunch: 12:00 to 2:30 p.m.
Dinner: 7:30 to 9 p.m.
Telephone:48752
Room Service
This operates 24 hours a day. Phone the Reception Desk, and your message will be passed on to the room staff.
Telephone: 48759
Telephone
To make a telephone call, dial 0 for Reception and Laundry (洗衣店), and ask to be connected. We apologize for delays in putting calls through when the staff are very busy. There are also public telephone booths(电话亭)near the Reception Desk. Early calls should be booked with Reception.
Shop
The hotel shop is open for souvenirs（纪念品）, gifts and toiletries（化妆品）from 9 a.m. to 5:30p.m.
Telephone: 48687
Laundry
We have a laundry on the premises（附属）and will wash, iron and return your clothes within 24 hours. Ask the room staff to phone the laundrymen to collect them.
Telephone: 48867
Bar
The hotel bar is open from 12 to 2 p.m., and 7 p.m. to 2 a.m.. The Reception staff will cash cheques and exchange money in many foreign currencies（货币）.
【小题1】The announcement(通知) mainly gives us information about ________.
| A．facilities in the hotel |
| B．providing passengers all kinds of service |
| C．the ways of serving |
| D．carrying out the promise of the hotel |
| A．you should keep silent when walking past the room |
| B．the passenger of the room is taking a rest |
| C．the waiters mustn’t enter the room |
| D．any visitors won’t bother the hotel guest |
| A．Go to the hotel shop. |
| B．Go to the hotel bar. |
| C．Give a message to the waiter. |
| D．Phone Reception |
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科目：高中英语 来源：2013届山东省高二10月质量检测英语题 题型：阅读理解
The manager and staff are happy to welcome you and will do all they can to make your stay an enjoyable one.
MEAL TIMES
Our overnight charge includes a continental-type breakfast.
Breakfast: 7:30—9:30 a. m.
Lunch: 12:00—2:00 p. m.
Afternoon tea: 4:00—5:30 p. m.
Dinner: 7:00—9:15 p. m.
Meals can be served in rooms at a small extra charge. We regret that meals can not be served outside these times.
Light refreshments(茶点) including tea, coffee, biscuits and sandwiches can be served in rooms between 10:00 a.m. and 11:00 p.m. except during the meal times listed above. Cold drinks are available in the room refrigerator.
ROOM CLEANING
Please hang the sign on your door handle if you do not wish to be disturbed. It will be easier for the maids if you can leave the room temporarily(暂时地) at any time between 9:00 a.m. and 4:00 p.m.
VALUABLES
We are not responsible for the loss of money, jewels, or other valuables unless they are kept in the safe and signed for by the manager.
DEPARTURES
Please inform receptionists(接待员) of your intended leaving before 9:30 a. m. of the day concerned and leave the room by noon to allow for its preparation for incoming guests. If necessary, luggage can be left in the charge of the hall porter(搬运工人)。
A SPECIAL REQUEST
We would respectfully suggest that in consideration of the comfort of other guests, the volume of radios and televisions should be turned down after 11:00 p. m. .
1.Meals can be served .
A．in rooms at 9:00 p.m. B．in the dining room from 7:30 a. m. to 9:15 p. m.
C．in the dining room at 6:00 p. m. D．outside the room at 3:00 p. m.
2.If you intend to leave the room tomorrow, you may leave at any of the following hours EXCEPT .
A．10:00 a. m. B．12:00 a. m. C．3:00 p. m. D．11:00 a. m.
3.Which of the following statements is NOT true?
A．Cold drinks can be found in the room refrigerator.
B．Guests are requested to turn down their radios and televisions after 11:00 p. m.
C．The sign that can be hung on the door handle shows that the room needs to be cleaned.
D．Your luggage can be kept by the hall porter.
4.Where is this notice most likely to be found?
A．In hotels. B．In the newspapers. C．At restaurants. D．In shops.
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科目：高中英语 来源：20102011年广东省高二下期末考试英语题 题型：信息匹配
阅读下列应用文及相关信息，并按照要求匹配信息。请在答题卡上将对应题号的相应选项字母涂黑。选择E，要同时填涂 AB，选择F，要同时填涂CD。
以下是咨询和服务部门的信息：
A. Career Services (Room 113)
The staff of the Career Services center advises students on career choices and applications for higher education. They also help students and graduates apply their academic and life experiences to achieving career fulfillment, provide them with the services and resources necessary to make better informed career decisions and help them develop the skills necessary to progress their career plans.
Opening Hours: Monday through Friday: 8:30 am - 4:30 pm
Phone: (412) 396-6644 Fax: (412) 396-6644
B. The Accommodation Office (Room 114)
The Accommodation Office is the place to find everything concerning accommodation during your studying at this university. It offers a free advisory service and a wide range of handbooks and checklists covering the full range of housing available. In addition to this the office also offers other services such as the allocation of places in local residences and the provision of information regarding privately owned accommodation.
Opening Hours: Monday through Friday: 1:30 pm - 4:30 pm
Phone: (412) 396-6754 Fax: (412) 396-6752
C. Medical Center (Room 115)
The staff of the Medical Center aim to provide convenient and comprehensive medical care to students and staff of the university. The center is well equipped and the staff here is trained to deal with a broad range of medical problems. Both female and male doctors as well as nursing staff are available for consultation. Also all kinds of medicines are sold here and are cheaper for students than other drugstores.
Opening Hours: 24 hour from Monday to Sunday
Phone: (412) 396-6649 Fax: (412) 396-6648
D. The sports office (Room 207)
Sport and recreation play an important role in the lives of students. The university has lots of indoor and outdoor sports facilities and all students are encouraged to participate in some form of sport and recreation. This office can provide information about sporting and activities to keep you fit.
Opening Hours: Monday through Friday: 7:00am - 10:00pm
Phone: (412) 396-6877 Fax: (412) 396-6876
E. Food service (Room 127)
Tasty nutritious meals and a wide variety of snacks are available from the cafeterias on campus. Maybe you are not familiar with different cafeterias here and find it difficult to get a good meal. Don’t worry! The Food Service can provide you with specific information on the food available here and offers meal plans based on your individual needs.
Opening Hours: Monday through Friday: 2:30pm - 5:30pm
Phone: (412) 396-6899 Fax: (412) 396-6890
F. Library (Room 215)
There are various books and reference materials in every subject here including literature art and math. Besides books there are also photo-copying video audio-visual and computing facilities. Our collection is big and our main task is to help your solve problems on making use of the library.
Opening Hours: Monday through Friday: 8:30am - 5:30pm
Phone: (412) 396-6312 Fax: (412) 396-6706
以下是大学新生的信息，请匹配大学新生与他们要选择的服务部门：
1.Richard is a foreign student majoring in medicine. He can adjust himself to the weather but he is having a lot of difficulties in getting used to the diet at the college cafeterias.
2. John is fond of sports. He plays football every day. Unfortunately he injured his leg while he was playing this morning. He urgently needs some medical help.
3.Lucy is a new student from Washington and she often arrives at the college late since she lives far away from the university so she desperately needs to find a new place to live in.
4.Alice is going to leave university next year. She is preparing her papers and has to do a lot of research. She would like to find books on literature and learn how to use the audio-visual facilities.
5. Rosemary studies in the department of computer science. She is really interested in this field so she plans to be engaged in this booming industry after her graduation but before she makes a final decision she wants to consult experienced teachers.
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