阅读理解AInthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcompaniesaretryingtoachieveinorordertokeepandincreasemarketshare.Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople:thosetreatedbadlywilltelltheirtalesofwoetoupto20people,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyalNewlungesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phonerage”—causedbydelaysinansweringcalls,beingcutoffinmid-conversationorleftwaitingforlongperiods.“Manypeopledonotliketalkingtomachines,”saysDr.StoreySeniorLecturerinMarketingatCityUniversityBusinessSchool.“Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrust—thesortofcomfortablefeelingspeoplehaveduringface-to-facechatswiththeirlocalbranchmanager.”Recommendedwaysofcreatingcustomerdelightinclude:under-promisingandover-delivering(sayingthatarepairwillbecalmedoutwithinfivehours,butgettingitdonewithintwo);replacingafaultyproductimmediately:throwinginagiftvoucher(购物礼卷)asanunexpected“thankyou”torentalcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,”Iknowhowyoumustfeel”),andpossible7\nsolutions(replacement,compensationorwhateverfamessuggestsbestmeetsthecase).Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname,jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinformationisavailableinstantlyonscreen.BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas"wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreatertheriskofdisappointment.()1.WecanlearnfromParagraph2that.A.complainingcustomersarehardtosatisfyB.unsatisfiedcustomersreceivebetterserviceC.SatisfiedcustomerscatchmoreattentionD.well-treatedcustomerspromotebusiness()2.Thewritermentions“phonerage”(Paragraph3)toshowthat.A.customersoftenusephonestoexpresstheirangerB.peoplestillprefertobuygoodsonlineC.customercarebecomesmoreattentionD.customersrelyontheirphonestoobtainservices()3.Whatdoesthewriterrecommendtocreatedelight?A.CallingcustomersregularlyB.Givinga“thankyou”note.C.DeliveringaquickerserviceD.Promisingmoregifts.7\n()4.Ifamanagershouldshowhisempathy(Paragraph6),whatwouldheprobablysay?A.“Iknowhowupsetyoumustbe.”B.“Iappreciateyourunderstanding.”C.“I’msorryforthedelay.”D.“Iknowit’sourfault.”()5.Customerdelightisimportantforairlinesbecause.A.theirtelephonestyleremainsunchangedB.theyaremorelikelytomeetwithcomplaintsC.theservicescostthemalotofmoneyD.thepoliciescanbeappliedtotheirstaff()6.Whichofthefollowingisconveyedinthisarticle?A.Face-to-faceservicecreatescomfortablefeelingsamongcustomers.B.Companiesthatpromisemorewillnaturallyattractmorecustomers.C.Acompanyshouldpromiselessbutdomoreinacompetitivemarket.D.Customerdelightismoreimportantforairlinesthanforbanks.7\nBItwasSaturday.Asalways,itwasabusyone,for“Sixdaysshallyoulaboranddoallyourwork”wastakenseriouslybackthen.Outside,FatherandMr.Patricknextdoorwerebusychoppingfirewood.Insidetheirownhouses,MotherandMrs.Patrickwereengagedinspringcleaning.Somehowtheboyshadslippedawaytothebacklotwiththeirkites.Now,evenattheriskofhavingBrothercaughttobeatcarpets,theyhadsenthimtothekitchenforstring(线).Itseemedtherewasnolimittotheheightstowhichkiteswouldflytoday.7\nMymotherlookedatthesittingroom,itsfurnituredisorderedforathoroughsweeping,Agunshecastalooktowardthewindow.“Comeon,girls!Let’stakestringtotheboysandwatchthemOnthewaywemetMrs.Patrick,laughingguiltilyasifsheweredoingsomethingwrong,togetherwithhergirls.Thereneverwassuchadayforflyingkited!Weplayedallourfreshstringintotheboys’kitesandtheywentuphigherandhigher.Wecouldhardlydistinguishtheorange-coloredspotsofthekites.Nowandthenweslowlypulledonekiteback,watchingitdancingupanddownitthewind,andfinallybringingitdowntoearth,justforthejoyofsendingitupagain.Evenourfathersdroppedtheirtoolsandjoinedus.Ourmotherstooktheirturn,laughinglikeschoolgirls.Ithinkwewereallbesideourselves.Parentsforgottheirdutyandtheirdignity;childrenforgottheireverydayfightsandlittlejealousies.“Perhapsit’slikethisinthekingdomofheaven,”Ithoughtconfusedly.Itwasgrowingdarkbeforeweallwalkedsleepilybacktohouse.Isupposewehadsomesortofsupper.Isupposetheremusthavebeenasurfacetidying-up,forthehouseonSundaylookedcleanandorderlyenough.Thestrangethingwas,wedidn'tmentionthatdayafterward.Ifeltalittleembarrassed.SurelynoneoftheothershadbeenasexcitedasI.Ilockedthememoryupinthatdeepestpartofmewherewekeep“thethingsthatcannotbeandyettheyare.”Theyearswenton,thenonedayIwashurryingaboutmykitcheninacityapartment,tryingtogetsomeworkoutofthewaywhilemythree-year-oldinsistentlycriedherdesireto“gopark,seeduck.”“Ican’tgo!”Isaid.“Ihavethisandthistodo,andwhenI’mthroughI’llbetootiredtowalkthatfor.”Mymother,whowasvisitingus,lookedupfromthepeasshewasshelling,“It’sawonderfulday,”sheoffered，“Reallywarm,yetthere’safinebreezy.Doyourememberthatdayweflewkites?”7\nIstoppedinmydashbetweenstoveandsink.Thelookeddoorflewopenandwithitarushofmemories.“Comeon.”Itoldmylittlegirl.“You’reright,it’stoogoodadaytomiss.”Anotherdecadepassed.Wewereintheaftermath(余波)ofagreatwar.Alleveningwehadbeenaskingourreturnedsoldier,theyoungestPatrickBoy,abouthisexperiencesasaprisonerofwar.Hehadtalkedfreely,butnowforalongtimehehadbeensilent.Whatwashethinkingof–whatdarkandhorriblethings?“Say!”Asmileslippedoutfromhislips.“Doyouremember---no,ofcourseyouwouldn’t.Itprobablydidn’tmaketheimpressiononyouasitdidonme.”Ihardlydaredspeak.“Rememberwhat?”“IusedtothinkofthatdayalotinPOWcamp(战俘营),whenthingsweren’ttoogood.Doyourememberthedayweflewthekites?”()1.Mrs.Patrickwaslaughingguiltilybecauseshethought.A.shewastoooldtoflykitesB.herhusbandwouldmakefunofherC.sheshouldhavebeendoingherhouseworkthenD.hergirlsweren’tsupposedtoplaytheboy’sgame()2.By”wewereallbesideourselves”,thewritermeansthattheyall.A.feltconfusedB.wentwildwithjoyC.lookedonD.forgottheirfights()3.Whatdidthewriterthinkafterthekite-flying?A.Theboysmusthavehadmorefunthanthegirls.B.Theyshouldhavefinishedtheirworkbeforeplaying.C.Herparentsshouldspendmoretimewiththem.D.Alltheothersmusthaveforgottenthatday.()4.Whydidthewriterfinallyagreetotakeherlittlegirlforanouting?A.Shesuddenlyrememberedherdutyasamother.B.Shewasremindedofthedaytheyflewkites.C.Shehadfinishedherworkinthekitchen.D.Shethoughtitwasagreatdaytoplayoutside.7\n()5.TheyoungestPatrickBoyismentionedtoshowthat_____.A.thewriterwasnotaloneintreasuringherfondmemoriesB.hisexperienceinPOWcampthrewashadowoverhislifeC.childhoodfriendshipmeanssomuchtothewriterD.peoplelikehimreallychangedalotafterthewar【文章大意】本文通过回顾儿时放风筝的经历，讲述了童年的美好回忆对成年生活的深刻影响。1.【答案】C【解析】细节理解题。由文章第一段Mrs.Patrickwereengagedinspringcleaning.可知，Mrs.Patrick原本该作家务，结果去放风筝了。放完风筝以后，内疚的笑然后去家务了。7
