Humans aren't the only species on the planet with a penchant for electronic gadgets(小配件）.Zookeepers across the US and Canada are discovering that apes also get excited about Apps.
As part of a program called"Apps for Apes",12 zoos across the two countries have been introducing iPads into the entertainment time for orangutans,the giant furry red primates native to Indonesia and Malaysia.
"We are finding that,similar to people,they like touching the tablet,watching short videos of David Attenborough for instance,and looking at other animals and orangutans," said Richard Zimmerman,founding director of Orangutan Outreach,the non-profit that runs the program.
Twice weekly,orangutans are provided with access to the tablets.The animals spend from 15 minutes to half an hour using different Apps depending on their attention span.Apps designed for children that stimulate activities such as painting,music and memory games are among the most popular Apps with the apes.
"It is a lot like when we're showing children pop-up books,"said Zimmerman,adding that the orangutans are among the most intelligent primates,with the intelligence level of a young child.
The program,which relies on donated iPads, will soon be expanding to zoos across Australia, New Zealand, Japan and Europe.
【小题1】The word"penchant" in the first paragraph is closest in meaning to________________.

Humans aren't the only species on the planet with a penchant for electronic gadgets(小配件）.Zookeepers across the US and Canada are discovering that apes also get excited about Apps.

As part of a program called"Apps for Apes",12 zoos across the two countries have been introducing iPads into the entertainment time for orangutans,the giant furry red primates native to Indonesia and Malaysia.

"We are finding that,similar to people,they like touching the tablet,watching short videos of David Attenborough for instance,and looking at other animals and orangutans," said Richard Zimmerman,founding director of Orangutan Outreach,the non-profit that runs the program.

Twice weekly,orangutans are provided with access to the tablets.The animals spend from 15 minutes to half an hour using different Apps depending on their attention span.Apps designed for children that stimulate activities such as painting,music and memory games are among the most popular Apps with the apes.

"It is a lot like when we're showing children pop-up books,"said Zimmerman,adding that the orangutans are among the most intelligent primates,with the intelligence level of a young child.

The program,which relies on donated iPads, will soon be expanding to zoos across Australia, New Zealand, Japan and Europe.

1.The word"penchant" in the first paragraph is closest in meaning to________________.

A．awareness         B．addiction          C．impression        D．devotion

2.Which of the following statements is true according to the article?

A．12 zoos are involved in the program in the US.

B．Orangutans were originally found in Indonesia and Malaysia.

C．Orangutan Outreach is a successful company which earns much money.

D．All the animals in the zoo spend from 15 minutes to half an hour using different Apps.

3.It can be concluded from the passage that______________________________________.

A．the program has been successful in Europe

B．orangutans are nearly as smart as children of young ages

C．orangutans are the animals with thick shell

D．Apps are designed for orangutans to stimulate activities such as painting, and memory games

4.Which can be the best title for the text?

A．Using Apps for Apes                     B．Let’s Help Zoos

C．Wonderful Zoos Welcome You             D．A Traditional Program Will Expand

In the more and more competitive service industry, it is no longer enough to promise 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 researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their 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 staff training in order to cope with the “phone rage”—caused by delays in answering calls, being cut off in mid-conversation or let waiting for long periods.
“Many people do not like talking to machines,” says 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 them. 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-delivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers in an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about booking and flight times. They are trained to answer quickly, with 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 taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please.” On the other hand, the more customers are promised, the greater the risk of disappointment.
【小题1】We can learn from Paragraph 2 that__________.