Question

I have had just about enough of being treated like a second-class citizen, simply because I happen to be that unfairly treated member of society --- a customer. The more I go into shops and hotels, banks and post offices, railway stations, airports and the like, the more I am convinced the things are being run merely to suit the firm, the system, or the union. There seems to be a deceptive (欺骗的) new motto for so-called “service” organizations --- Staff Before Service.
How often, for example, have you queued for what seems like hours at the Post Office or the supermarket because there was not enough staff on duty to manage all the service grilles or checkout counters? Surely in these days of high unemployment it must be possible to hire cashiers and counter staff. Yet supermarkets, hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase operating costs. And the Post Office says we cannot expect all their service grilles to be occupied “at times when demand is low”.　  
It is the same with hotels. Because waiters and kitchen staff must finish when it suits them, dining rooms close earlier or menu choice is cut short. As for us guests, we just have to put up with it. There is also the nonsense of so many friendly hotel night porters having been thrown out of their jobs in the interests of “efficiency” and replaced by coin-eating machines which offer everything. Not to mention the tea-making kit in your room a kettle with a mixed collection of tea bags, plastic milk boxes and lump sugar. Who wants to wake up to a raw teabag? I do not, especially when I am paying for “service”.
Can it be stopped, this worsening of service, this growing attitude that the customer is always a trouble? I angrily hope so because it is happening, sadly, in all walks of life.
Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan --- Take Our Deal Elsewhere

1. 1.
   The writer feels that nowadays customers __________
   1. A.
      have become victims of modern organizations
   2. B.
      are unworthy of proper consideration
   3. C.
      have received high quality service
   4. D.
      deserve the lowest status in society
2. 2.
   The writer argues that the quality of service is changing because __________
   1. A.
      customers’ demands have greatly changed
   2. B.
      customers’ needs have become more complex
   3. C.
      the staff receive more consideration than customers
   4. D.
      staff members are less considerate than their employers
3. 3.
   According to the writer, long queues at counters are caused by __________
   1. A.
      not having enough male staff on duty
   2. B.
      difficulties in hiring more efficient staff
   3. C.
      not providing enough staff on purpose to reduce budget
   4. D.
      lack of cooperation between staff members
4. 4.
   The writer suggests that a customer __________
   1. A.
      go to other places where good service is available
   2. B.
      put up with the rude manners of the staff
   3. C.
      try to control his temper when ill-treated
   4. D.
      be patient when queuing before checkout counters

Answer 1

ACCA
试题分析：作者阐述现在的消费者成为现代组织的受害者，因为服务部门为了减少开支没有提供足够的职员，作者建议顾客到其他的能够得到服务的地方。
1.细节题：从第一段的句子：There seems to be a deceptive (欺骗的) new motto for so-called “service” organizations --- Staff Before Service.可知作者觉得现在的消费者成为现代组织的受害者。选A
2.细节题：从第一段的句子：There seems to be a deceptive (欺骗的) new motto for so-called “service” organizations --- Staff Before Service.可知服务质量的改变是因为考虑职员多于考虑顾客，选C
3.推理题：从第二段的句子：Yet supermarkets, hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase operating costs. 可知顾客排队是因为服务部门为了减少开支没有提供足够的职员，选C
4.推理题：从最后一段的句子：Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan --- Take Our Deal Elsewhere.可知作者建议顾客到其他的能够得到服务的地方，选A
考点：考查社会现象类短文