11．I have had just about enough of being treated like a second-class citizen，simply because I happen to be that put-upon（被欺骗的） 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 that things are being run merely to suit the firm，the system，or the union．There seems to be an 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 were not enough staff on duty to equip all the service grilles（窗口） or checkout counters？Surely in these days of high unemployment it must be possible to hire cashiers and counter staff．Yet supermarkets claim that bringing all their cash registers into operation at any time would increase expenses．And the Post Office says we cannot expect all their service counters 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 from beer to medicine．Not to mention the creeping threat of the tea-making set in your room：a kettle with a mixed collection of tea bags，plastic milk cartons 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 service，this growing attitude that the customer is always a nuisance（令人讨厌的事物）？I angrily hope so because it is happening，sadly，in all walks of life．
Our only hope is to hammer home（尽力让人理解） our anger whenever and wherever we can and，if all else fails，bring back into practice the other，older slogan----Take Our Custom（买卖） Elsewhere．
59．The writer argues that the quality of service is changing becauseB．
A．customers'demands have greatly changed
B．the staff receive more consideration than customers
C．customers'needs have become more complex
D．the staff are less considerate than their employers
60．According to the writer，long queues at counters are caused byD．
A．not enough staffing arrangement
B．difficulties in hiring more efficient staff
C．lack of cooperation between staff members
D．employing too few people to work on purpose
61．The old-style hotel porters disappeared mainly becauseD．
A．few people are willing to do that kind of job
B．machines are more reliable than human being
C．the personal touch is no longer appreciated
D．machines have provided cheaper alternatives
62．The writer suggests that a customerD．
A．be patient when queuing before checkout counters
B．put up with the rude manners of the staff
C．try to control his temper when ill-treated
D．go to other places where good service is available．
分析 作者认为在当代，我们去消费时受到的服务是差劲的，顾客是被欺骗的，是受害者．组织往往考虑他们自己的利益．这让人愤怒．顾客的消费与服务应该是双向的，当没有得到相应好的服务时，我们应当到别的地方享受服务．
解答 59．B 理解判断题．由第二段中作者所举出的例子have you queued for what seems like hours at the Post Office or the supermarket because there were not enough staff on duty to equip all the service grilles（窗口） or checkout counters？，顾客等待在邮局或超市，因为没有足够的值班人员，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食堂为了服务员提前关闭等，可看出员工得到的考虑要多于顾客，故选B．
60．D．细节理解题．由第二段 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，可知作者认为邮局和超市排长队因为没有足够的值班人员管理所有服务台或结帐柜台．故选D．
61．D．理解判断题．由最后一段if all else fails，bring back into practice that other，older slogan---Take Our Deal Elsewhere，如果其他都失败了，那就把它带回另一个更古老的口号---我们的交易．可知作者认为顾客的消费与服务是双向的，当没有得到相应好的服务时，我们可以到别的地方享受服务．故选D．
62．D 细节题．根据文章最后一段内容，Can it be stopped，this worsening service，this growing attitude that the customer is always a nuisance（令人讨厌的事物）？I angrily hope so because it is happening，sadly，in all walks of life．Our only hope is to hammer home（尽力让人理解） our anger whenever and wherever we can and，if all else fails，bring back into practice the other，older slogan----Take Our Custom（买卖） Elsewhere．这种总是让顾客感到讨厌的事物能停止吗？我真心的希望在这类事频发的现在，这种服务差的现象能够停止．作为消费者，我们唯一的愿望就是当我们遇到这种待遇的时候，别人能理解我们．但是如果最后所有的努力都没有效果，那么就可以去别处购买你的商品吧．由此推断，当消费者在某一处不满意其服务时，可以到另一个服务好的地方去．结合选项，故选D
点评 本文是一个政治经济类阅读理解，题目涉及多道细节理解题，做题时结合原文和题目有针对性的找出相关语句进行仔细分析，结合选项选出正确答案．推理判断题也是要在抓住关键句子的基础上合理的分析才能得出正确答案，切忌胡乱猜测，一定要做到有理有据．
