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    The weather was terrible that night. The summer thunderstorm had knocked out the power. Luckily, there was enough candlelight flickering(闪烁）on the kitchen table. With the candlelight, could see the card I was writing to my husband's cousins in Finland.

    Dear Heli and Rislo，

    You are on my mind tonight because we are using the candles you gave us when you visited us two years ago. There M^as a horrible summer thunderstorm this evening and the power went out, and your candles were just what we needed. They have lit our dinnertime, the bedrooms and now I am sitting by one in the kitchen ...

    What I didn't say to Heli and Risto is that we never burned the candles before because they, well, smell like a campfire. And so they stood in iron candlesticks until we needed them.

    I'm so thankful that we had candles on hand that dark night. And I'm equally as thankful that I had a beautiful card on hand, too, or I would have let the opportunity to keep in touch with faraway family escape. It would have turned into another one of those moments when the thought of sending a card crossed my mind but never actually happened.

    The candle burned slowly. After I finished my card to Finland, I enjoyed looking through the rest of my ‘‘Someone Cares" greeting cards. The air was fresh and cool, and I had cards and enough light to write. I found a birthday card for my nephew's IOth birthday, a thinking-of-you card for my aunt, and a fun greeting card for an old friend and I began writing. Candles and cards -~ two things that make a thunderstorm into the perfect storm.

    1. Why did the writer light the candles that night?

    A. Because it was her nephew's 10th birthday.

    B. Because she thought of her husband's cousins.

    C. Because she wanted to add some fun to her life.

    D. Because there was no electricity due to the thunderstorm.

    2. By saying "smell like a campfire", the writer wants to show _____.

    A. she enjoyed going camping a lot

    B. she liked the smell of a campfire very much

    C. she didn't like the smell of the burning candles

    D. she didn't need to burn the candles in the past

    3. In the past, when the writer wanted to send a card, she often _____.

    A. immediately wrote one

    B. didn't put it into practice

    C. didn't know what to write

    D. hesitated for a long time

    4. Lighting the candles on the stormy night made the writer _____.

    A. believe everyone could be happy

    B. value her relatives and friends more

    C. know how to make her boring life interesting

    D. know who was the most important person to her

     

    DCBB

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    科目：高中英语 来源：2011年普通高校招生考试浙江卷英语 题型：050

    阅读理解

    　　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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