作者看待商业和劣质服务的态度是--. ［A］ 攻击的 ［B］ 理解的 ［C］ 懊悔的 ［D］ 警告的 ［精解］ 答案D本题考查作者态度.文中作者主要描述了劣质服务的存在及分析其原因.在最后一段里.作者用与商业部门和服务行业对话的口吻说到.顾客真正想要的是一个接近的机会.如果顾客得不到他们想要的服务.他们就会跑掉.可见.作者是在警告并呼吁服务行业找出其问题根源所在以便改善服务.［D］项是其正确的态度.其他项都不恰当. 全文翻译 对于数以千计的加拿大人来说.劣质服务既不是虚假的也不是好笑的.它是一个正在不断恶化的现实生活中的现象.包括从漠不关心.粗俗无礼到不加掩饰的恶意甚至身体暴力等一系列行为.优化商务局在全国范围内长篇累牍地报道各类投诉事件.这些投诉的对象包括承包商.汽车商.修理店.搬家公司.航空公司以及百货商店.在商家和消费者之间几乎产生了一种敌对的情绪. 专家们说.关于市场上产生这种不良情绪有如下几种解释.一方面当零售商应对残酷的竞争用1到800的数目和语音邮件等技术取代员工后.客户服务就成了早期的也是不可避免的受害者.另一个原因是.商业一般都已经开始把重点更多放在赢得顾客而不是保持顾客上.此外.一些吵闹的.失望的.没有耐心的购买者经常惹恼店主并使其变得更加不友好.尤其是在像圣诞节这样一年之中比较繁忙的时节.双方都将简单的礼貌置之脑后.因此对于大量的消费者来说.服务随之而去. 渥太华的优化商务局在一周之内收到了250份投诉.这个数字是五年前的两倍.该局的投诉顾问也由那时的一个变成了四个.人们抱怨受到侮辱.自己的智力和正直也遭到质疑.还会受到威胁.有人一边喊着“我没有必要为你服务 或者“这是私人领地.请你出去.不要再来了 这样的话一边将顾客推出门外.连这样的事情也有所耳闻.顾客能做些什么呢?如果优化商务局的仲裁程序未能成功地解决争端的话.顾客惟一能做的就是向赔偿法庭提出诉讼.但是那样要花费很多的金钱和时间.因此很少有人去做. 人们普遍支持这一观念.即服务已经部分地成了代与代之间变化的受害者.许多年轻人将零售视为跳板性质的工作.是找到真正的工作前暂时做的事情.年轻的服务员缺少知识和礼貌.雇主必须给年轻人进行简单的礼仪培训.因为在家里无法进行.今天的销售员.尤其是较为年轻的人.是在电视和计算机的社会中成长起来的.在这样的社会中.他们大多和机器互相交流.商家对毕业生最常有的抱怨之一就是:他们缺少人与人之间的交际技能. 顾客真正想要的是一个接近的机会.他们希望打电话时有人接而不是听到忙音信号.他们不想要交互系统告诉他们“如果--请按1.如果--请按2 .他们不想要语音邮件.如果顾客得不到他们想要的服务.他们就会跑掉.一些人愿意与当地的小商贩打交道.比如:亚洲菜贩.希腊面包师和希腊鱼贩.他们不佩戴胸牌.但是顾客却通过名字认识他们. Text 2 You slip the key into the ignition and crank the engine to life. But before you put the car into gear, you tap a key on the keyboard mounted by the steering wheel, and your newest e?mail flashes up on the windscreen. This seductive satyr is what you get when you cross a car and a computer. Dubbed the “network vehicle , or net-mobile, it may soon come to a driveway near you (probably the one belonging to your rich neighbour). In a net-mobile, a motorist could tap into a regional road system but also to map out a route around rush-hour traffic snags. Drivers and passengers will be able to send and receive e-mail, track the latest sports scores or stock quotes, surf the Web, and even play video games. Or so, at least, say a number of computer-industry firms such as Microsoft, Sun, IBM and Netscape. The modern car is already an electronic showcase on wheels. On-board microcomputers improve fuel economy and reduce emissions. They operate anti-lock brake systems, and on some cars even regulate the firmness of the shock absorbers. But much of the technology needed to add extra is available now. A prototype network vehicle, produced by a consortium of Netscape, Sun, IBM and Delco (an automotive electronics firm based in Michigan), was introduced at the recent annual computer?industry show in Las Vegas. It not only offered such desktop-computer-like services as e-mail, but allowed a driver to use them without looking away from the road. It was operated by voice commands and projected its data on to the windscreen, using the same sort of head-up display system found in modern fighter jets. Members of the consortium think a real-world network vehicle could be in production in as little as four years. Car-makers have already begun rolling out some of the features found on these prototype net?mobiles. If the driver of a General Motors car equipped with its On-Star system locks his key in the car, for example, an emergency centre can transmit a digital signal to unlock the doors. On-star also calls automatically for help if an accident triggers the airbags. Toyota and General Motors are among a growing list of firms offering such in-car navigation systems. And in Europe, BMW and Mercedes-Benz recently introduced navigation hardware that can not only plot out a route, but alert a driver to traffic jams.［419 words］ 【查看更多】
