The company has promoted Susan , but she didn’t mention when we talked on the phone. A. to pr——青夏教育精英家教网—

The company has promoted Susan , but she didn’t mention when we talked on the phone. A. to promote B. having been promoted C. having promoted D. to be promoted 【查看更多】

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　　In the more and more competitive service industry it is no longer enugh pro? 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 reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated 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 sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

　　“Many people do not like talking to machines,”days 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 then, 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-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”

　　Reg? Customers; and always returning calls, even when they are compants．

　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

　　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．

　　Customer care 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．

(1)

We can learn from Paragraph 2that ________．
[　　]
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

(2)

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

(3)

What does the writer recommend to create customer delight?
[　　]
A．	Calling customers regular
B．	Gibing a “thank you “note．
C．	Delivering a quicker service．
D．	Promising more gifts．

(4)

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．”

(5)

Customer delight is important for airlines because ________．
[　　]
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 a?

(6)

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．

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阅读下面短文，掌握其大意，然后从所给的A、B、C、D四个选项中，选出最佳选项。

Nancy had just got a secretary's job in a big company to work in the sales department. Monday was the first day that she went to work, so she was very 　31 .She got up very early and arrived at the 　32　 at twenty to eight. She 　33　 the door open and found nobody there. “I am the 　34　 to arrive.” She thought and came to her desk. She was surprised to 　35　 a large bunch of flowers on it. They were fresh. She 　36　 the flowers from the desk and smelled them. “Oh, how lovely!” Nancy 　37　 joyfully. She then looked round for a 　38　 to put them in. “Somebody has sent me flowers the 　39　 first day!” She thought happily. “But who could it be?” She began to wonder.

The day passed very 　40　 and Nancy did everything with great interest and 　41　 .For the following days of the week, the first thing Nancy did was to change water for the flowers. And then she 　42　 herself in her work.

Then came another Monday. When she came near her desk she was overjoyed to see a(an) 　43　 bunch of flowers there. She quickly put them in the vase, replacing the old ones.

The same thing happened again the next Monday, Nancy felt it 　44　 and this time she began to think of ways to find out the 　45　 .

On Tuesday afternoon, she was sent to 　46　 a plan to the general manager's office. She had to stay for a while at his secretary's desk 　47　 his directives .She happened to see on the desk a big note book 　48　 “Records of managers' meetings”, and glanced at the 　49　 pages. Suddenly her eyes fell on these words: “In order to keep the secretaries 　50　 ,the company has decided that every Monday morning a bunch of fresh flowers should be sent to each secretary's desk.”

Later, she was told that their general manager was a business management psychologist.

1.A. depressed B. encouraged C. excited D. surprised

2.A. office B. workshop C. Classroom D. bookshop

3.A. forced B. pushed C. Turned D. knocked

4.A. last B. second C. Third D. first

5. A. uncover B. smell C. Find D. pick

6.A. picked up B. threw away C. stared at D. took up

7.A. cried B. Laughed C. wept D. replied

8. A. jar B. Box C. bottle D. vase

9. A. happy B. very C. funny D. quite

10.A. slowly B. normally C. quickly D. hardly

11.A. wisdom B. bravery C. passion D. enthusiasm

12. A. buried B. dressed C. Devoted D. seated

13.A. old B. Red C. blue D. new

14. A. special B. angry C. strange D. difficult

15.A. sender B. receiver C. manager D. waiter

16. A. send for B. hand out C. try out D. hand in

17.A. asking for B. waiting for C. looking for D. searching for

18.A. marked B. written C. printed D. signed

19.A. closed B. damaged C. pinned D. half-opened

20.A. at home B. on time C. in high spirits D. in low spirits

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While football fans feel strongly angry and shocked about mistakes made by referees (裁判) because they cannot see clearly what has happened, a small German company is quietly pleased.

For Carlos Technologies, mistakes made by referees are the kind of advertising that money cannot buy. The company has developed a tiny chip(芯片) that fits inside a football and determines whether the ball has crossed the goal line, by being able to discover its exact location on the field. The world football organization, FIFA, has shown interest in the technology. It is very possible that the new technology will be used in the 2006 World Cup in Germany.

"We've been testing the technology at the main soccer stadium in Nuremberg for some time and more recently in an under-17 FIFA Cup in Peru," said Gunter Rohmer, a director of the company. "The technology has performed well, and we're pretty optimistic that it will be used at the games in Germany next year."

The chip only weighs 12 grams, and is placed in the center of the football. It sends 2,000 signals a second to a receiver network of 12 antennas(天线),placed around the field. The receivers then send information about the ball's location to a central computer, and because it works in real time, it can immediately tell the referee whether a goal has been scored. The chip even can tell when the ball crosses the line in mid-air. Oliver Braun, one of the inventors of the chip, says that feedback from German referees was generally positive. Germany sports-wear giant Adidas is also optimistic about using this kind of chip in other ball sports.

FIFA aims to test the technology later this year at another game in Japan before deciding whether or not to introduce it in all 12 stadiums in Germany for next year's World Cup.

Carlos Technologies is pleased because ________.

A. football fans are angry with referees

B. their new product can satisfy football fans

C. their new product will have a good market

D. they can sell a lot of football in the future

In the first sentence in Paragraph 2,"... mistakes made by referees are the kind of advertising that money cannot buy" means ___________.

A. Carlos Technologies can't afford the high price for advertising their product

B. Mistakes in production are also a kind of advertisement

C. Carlos Technologies has already spent a lot of money on advertising their product

D. Referees' mistakes will be of great help for the sale of Carlos Technologies' new product

The underlined word "feedback" probably means ___________.

A. information given back by a user B. advice given by someone

C. supplying food to customers D. food given back by consumers

The new product has drawn attention from some _________.

A. famous people B. referees C. big companies D. countries

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　　_______ production up by 60%, the company has had another excellent year .

　　A. As　　B. For　　C. With　　D. Through

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The company has turned ____ e-commerce.

A. did B. does C. to do D. to doing

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