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    11．Our city is no longer it used to be. A．which B．that C．as D．what 【查看更多】

     

    题目列表(包括答案和解析)

    Our city is no longer        it used to be.

    A．which       B．that   C．as     D．what

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    Our city is no longer ________ it used to be.

    [　　]

    A．which
    B．that
    C．as
    D．what

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    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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    请阅读下列应用文和相关信息,并按照要求匹配信息.
    以下是China Daily某栏目的广告:
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    with the incredible demands placed on people and the computers they work with.That's one
    reason why IBM developed P60/D.60MHz 64bit Pentium Chip computers so fast,so powerful.
         F．If you want to be a success,the University of Waikato is right for you.We offer a wide
    choice of bachelor's degrees for international students,including Arts,CommunicationStudies,
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    以下是个人的信息,请匹配他们最想了解的广告.
         1．Austin E．Meredith,who graduated from Northwest Normal University in 1985 and
    has worked for 14 years and now an expert in a research institute on morality and education
    in the city.He wrote several works concerning about psychological behavior,issues on
    educational management,etc.He's a scholar full of creativity and passion.
         2．Johnson Bolton,a professor of macroeconomics,is currently on a tour to Shenzhen,
    China and is due to give a lecture on the tendency of the world economy in Shenzhen
    People's Auditorium soon.He's keen on the information and news about the eastern world.
         3．Luise Chen, a wouldbe Chinese senior high school graduate,is longing for a certain
    international higher education.She's never been abroad and eagerly know something about
    international recognition,the degree,yearly tuition fees and accommodation.
         4．Philip Wong,a young overseas Chinese as an engineer from a Singapore electronic
    corporation,has just arrived in Shenzhen for China HiTech Fair (CHTF),which is now the
    largest and most influential in China about technological and technical achievements covering
    trades,exhibitions,forums,technologies and investment projects.
         5．Patrick Henry,an energetic teenager aged 16,feels like physics at school,fascinated
    with automotive vehicles,especially the distinguished British actor-Mr.Bean's-mini cooper.
    As a consequence,he teaches himself mechanics and learn to maintain machines timely.

    1．________2.________3.________4．________5.________

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    Daniel stays home on workdays. He starts his personal computer in order to connect with the office which is about three hundred miles away in another city. After work, he puts on his headphones, watches a movie on his home video recorder, or plays baseball on the computer. On many days, Daniel doesn’t talk to any other human beings, and he doesn’t see any people except the ones on television. Daniel is imaginary, but his lifestyle is very possible. The inventions of modern technology seem to be cutting us off from contact with our fellow human beings.
    The world of business is one area in which technology is separating us. Experts say, for example, that many people will soon be able to work at home. With access to a large central computer, employees such as office clerks, insurance agents, and accountants could do their jobs at display terminals (终端) in their own homes. They would never have to actually see the people they’re dealing with. In addition, the way employees are paid will change. Workers’ salaries will be automatically paid into their bank accounts, making paper checks unnecessary. No workers will stand in line to receive their pay or cash their checks. Personal banking will change, too. Customers will deal with machines to put in or take out money from their accounts. Many companies and consumers have already changed the way they sell or buy products. E-commerce, or business done on the Internet, is becoming more and more popular. This, therefore, makes it possible for people to do shopping without going out of their homes.
    Another area that technology is changing is entertainment. Music, for example, was once a group experience. People listened to music at concert halls or in small social gatherings. For many people now, however, music is an individual experience. Walking along the street or sitting in their living-rooms, they wear headphones to build a wall of music around them. Movie entertainment is changing as well. Movies used to be social events. Now, fewer people are going out to see a movie. Many more are choosing to wait for a film to appear on television or are borrowing videotapes to watch at home. Instead of laughing with others, viewers watch movies in their own living-rooms.
    【小题1】After work, Daniel likes to ______.

    A．listen to music at the concert hallB．watch a movie in his living-room
    C．chat with his friends on the net D．play baseball with his workmates
    【小题2】The underlined sentence “Daniel is imaginary, but his lifestyle is very possible” means ______.
    A．Daniel is a person full of imagination and he can make his life colorful.
    B．Daniel is not a real person but the lifestyle of his kind does exist.
    C．Daniel is only an ordinary person but he has his own way of living.
    D．Daniel is a model who makes full use of modern technology in life.
    【小题3】 What will the writer most probably discuss after the last paragraph?
    A．Games and sportsB．Personal banking
    C．Music and filmsD．International business
    【小题4】What is the main idea of the passage?
    A．We may no longer need to communicate with other human beings.
    B．Modern technology seems to be separating human beings.
    C．We may no longer need to work in the office.
    D．Modern technology makes it possible for us to work and entertain ourselves at home.

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