Question

3．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 researchers，that customers receiving good service will promote business by telling up to 12 other people； those treated badly tell tales of worse 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 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 left 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 coupon as an unexpected"thank you"to regular customers； and always returning calls，even when they are complaints．
Airlines face some of the toughest challenges over customer care．Fierce competition has convinced them that delighting passengers is 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 bookings and flight times．The 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．

41．We can learn from Paragraph 2 thatD．
  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
42．The writer mentions"phone rage"（Paragraph 3）to show thatC．
  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
43．What does the writer recommend to create customer delight？
C 
  A．Calling customers regularly．   B．Giving a"thank you"note．
  C．Delivering a quicker service．  D．Promising more gifts．
44．Customer delight is important for airlines becauseB．
  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 applied to their staff
45．Which of the following is conveyed in this article？C
  A．Face-to-face service creates comfortable feelings among customers．
  B．Companies that promise more will naturally attract more customers．
  C．A company should promise less but do more in a competitive market．
  D．Customer delight is more important for air lines than for banks．

Answer 1

分析 文章講述了如何提高顧客的滿意程度的各種方法和措施．

解答 41：D細節(jié)題．由第二段第一句中"customers receiving good service will promote business"可知正確答案為D．
42：C推斷題．由第三段可知，作者舉了 phone rage 的例子是為了說明顧客可以通過電話服務中心和互聯(lián)網獲得服務，由此可推斷公司為滿足客戶需求而要面對的挑戰(zhàn)越來越多，故正確答案為C．
43：C細節(jié)題．由第五段第一句"…under-promising and over-delivering （saying that a repair will be carried out within five hours，but getting it done within two）"可知讓客戶愉快的方法之一是提供更快的服務，而另外三項在第五段都沒有提及，故正確答案為C．
44：B推斷題．由第七段最后一句"while there is great potential for customer anger over delays caused by weather，unclaimed luggage and technical problems．"可知航空公司面對的潛在投訴很多，所以如果他們不能讓客戶滿意，他們最終會面對更多的投訴，故正確答案為B．
45：C主旨題．由最后一段最后一句"On the other hand，the more customers are promised，the greater the risk of disappointment．"可知作者認為公司不能許諾太多，而由第五段第一句"under-promising and over-delivering （saying that a repair will be carried out within five hours，but getting it done within two）"可知作者認為公司應該做得更多，故公司應該少許諾但多做，所以C項符合文意．B、D項文中沒有相關內容，A項只是文章的一部分，但不是主旨，故正確答案C．

點評 本文是健康環(huán)保類閱讀理解．做這類題材閱讀理解時要求考生對文章通讀一遍，做題時結合原文和題目有針對性的找出相關語句進行仔細分析，結合選項選出正確答案．推理判斷題也是要在抓住關鍵句子的基礎上合理的分析才能得出正確答案，切忌胡亂猜測，一定要做到有理有據．