In the more and more competitive scrvice industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or 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, 80 percent of people who feel their complaints are handled fairly will stay loyal
New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. 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 left waiting for long periods.
“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketng 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 customet feel they know you and that you can trest— 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 camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar 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 aplogy 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 faimess suggests best meets the case).
Airlines face some of the tourhest 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 technieal problems .
For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings 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 investod heavily in information technology to make sure that infomation is available instantly on scren.
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.
We can learn from Paragraph 2 that .
| 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 |
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 attention |
| D．customers rely on their phones to obtain services |
What does the writer recommend to create delight?
| A．Calling customers regularly | B．Giving a “thank you” note. |
| C．Delivering a quicker service | D．Promising more gifts. |
If a manager should show his empathy (Paragraph6), what would he probably say?
| A．“I know how upset you must be.” | B．“I appreciate your understanding.” |
| C．“I’m sorry for the delay.” | D．“I know it’s our fault.” |
Customer delight is important for airlines because .
| A．their telephone style remains anchanged |
| 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 |
Which of the following is conveyed in this article?
| A．Face-to-face service creatcs 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 airlines than for banks. |
The Olympic flame:
The Olympic flame is a symbol carried over from the ancient Olympics, where a sacred (神圣的) flame burned at the altar（神坛）of Zeus throughout competition. It was finally reintroduced at the 1924 Amsterdam Games, and again burned in 1932.
Carl Diem, chairman of the organising committee for the 1936 Berlin Games, proposed that the flame be lit in Greece and transported to Berlin via a torch relay. The idea was adopted, and continued at every Olympic Games since 1952.
The flame is lit at the ancient site of Olympia by the natural rays of the sun reflected off a curved mirror. It is lit at a ceremony by women dressed in robes resembling those worn in ancient times, who then pass it to the first relay runner.
Olympic motto:
“Citius, altius, fortius” is a Latin phrase meaning “swifter, higher, stronger”, which Baron de Coubertin borrowed from Father Henri Martin Dideon of Paris. Dideon was headmaster of Arcueil College, and used the phrase to describe the athletic achievements of students at the school. He had previously been at the Albert Le Grand school, where the Latin words were carved in stone above the main entrance.
Olympic oath(宣誓)
“In the name of all competitors, I promise that we shall take part in these Olympic Games, respecting and abiding by the rules that govern them, in the true spirit of sportsmanship, for the glory of sport and the honour of our teams.”
Written by Baron de Coubertin, the oath is taken by an athlete from the host nation while holding a corner of the Olympic flag. The athletes’ oath was first taken by Belgian fencer Victor Boin at the 1920 Antwerp Games. A judge from the host country also speaks the oath, with slightly different wording.
66. The Olympic flame was first burned at _______ in modern times.
A. the 1920 Games B. the 1924 Games
C. the 1932 Games D. the 1936 Games
67. From the passage we can learn ________.
A. before 1936, no flames burned at the Olympic Games
B. the first torch relay was held at the 1936 Berlin Games
C. Carl Diem proposed that flames should burn at the Olympic Games
D. The Olympic torch has burned since 1924
68. Which of the following is TRUE?
A. There was no athlete’s oath in the 1896 Olympic Games.
B. The 1920 Olympic games was held in Amsterdam.
C. The judge from the host country takes the same oath as the athletes does.
D. Dideon wrote Citius, Altius, Fortius for the Olympic Games.
There are some very good things about open education. This way of teaching allows the students to grow as people, and to develop their own interests in many subjects. Open education allows students to be responsible for their own education, as they are responsible for what they do in life. Some students do badly in a traditional classroom. The open classroom may allow them to enjoy learning. Some students will be happier in an open education school. They will not have to worry about grades or rules. For students who worry about these things a lot, it is a good idea to be in an open classroom.
But many students will not do well in an open classroom. For some students, there are too few rules. These students will do little in school. They will not make good use of open education. Because open education is so different from traditional education, these students may have a problem getting used to making so many choices. For many students it is important to have some rules in the classroom. They worry about the rules even when there are no rules. Even a few rules will help this kind of students. The last point about open education is that some traditional teachers do not like it. Many teachers do not believe in open education. Teachers who want to have an open classroom may have many problems at their schools.
You now know what open education is. Some of its good points and bad points have been explained. You may have your own opinion about open education. The writer thinks that open education is a good idea, but only in theory. In actual fact, it may not work very well in a real class or school. The writer believes that most students, but of course not all students, want some structure in their classes. They want and need to have rules. In some cases, they must be made to study some subjects. Many students are pleased to find subjects they have to study interesting. They would not study those subjects if they did not have to.
46．Open education allows the students to .
A．grow as the educated B．be responsible for their future
C．develop their own interests D．discover subjects outside class
47．Open education may be a good idea for the students who .
A．enjoy learning B．worry about grades
C．do well in a traditional classroom D．are responsible for what they do in life.
48．Some students will do little in an open classroom because .
A．there are too few rules
B．they hate activities
C．open education is similar to the traditional education
D．they worry about the rules
49．Which of the following is NOT mentioned in the passage?
A．Some traditional teachers do not like it.
B．Many teachers do not believe in open education.
C．Teachers may have problems in open classrooms.
D．The teacher’s feelings and attitudes are important to the students.
50．Which of the following best summarizes the passage?
A．Open education is a really complex idea.
B．Open education is better than traditional education.
C．Teachers dislike open education.
D．The writer thinks that open education is a good idea in practice.
Chinese sword play
Learn Chinese swordsmanship and practice Chinese sword play under the instruction of a professional in Ditan Park every Sunday afternoon.
Fee: 60 yuan(US$ 7.2)
Time/Date: 2 pm --- 3:30 pm, October 10.
Place: Meet at the south gate of Ditan Park, across the overpass north of the Lama Temple, Chaoyang District.
Tel: 8457-2772
See Lu Xun’s former residence
Visit the museum and former residence of Lu Xun, the father of Chinese modern literature, and learn about this period of Chinese history, from 1910 to the late 1930’s.
Fee: 50 yuan(US$ 6)
Time/Date: 2:30 pm --- 4:30 pm, October 16
Place: Meet in front of Lu Xun’s Museum, Fuchengmennei Dajie, Xicheng District
Tel: 6432-9341
Hike on Heifengkou Great Wall
Heifengkou Great Wall is about one and a half hours’ drive north of Beijing. The hike starts from the village at the foot of the mountain where the Great Wall meanders to the top.
Fee: 150 yuan(US$ 18) for adults, 100 yuan(US$ 12) for kids under 12.
Time/Date: 8:30 am --- 5:30 pm, October 16
Pick-up: Meet at 8:30 am in front of the Big Easy, at the South Gate of Chaoyang Park, returning by 5:30 pm.
Contact Lucy at lucy @ highclub. cn,
or 6553-3920 for signing up.
Tai Chi class
This is a beginner’s level of Chen-style Tai Chi class, instructed by Paul Wang, who speaks excellent English and has a lot of experience teaching Westerners. He is the 12th generation master of Chen-Style Tai Chi, Tai Chi Sword, and Shaolin Temple longquan.
Time/Date: 10 am --- 11:30 am, October 12, 19
Fee: 60 yuan(US$ 7.2)
Place: In front of Jintai Gallery, inside the West Gate of Chaoyang Park, Chaoyang District
Tel: 6432-9341
Contact Gina at linshujuan@chinadaily. com. cn.
43. The underline word “residence” in the second text possibly refers to ______ .
A. a work B. a famous person C. a park D. a house
44. If John wants to learn Chinese sword play, he may go to _____.
A. Ditan Park at 2 pm --- 3:30 pm, October 10
B. Fuchengmennei Dajie at 2:30 pm --- 4:30 pm, October 16
C. the South Gate of Chaoyang Park at 8:30 am
D. Chaoyang Park at 10 am --- 11:30 am, October 12, 19
45. In which section of the newspaper can you find the information above?
A. Sports. B. Entertainment. C. Advertisements. D. Brief News.
An American man from Las Vegas opened a dog and cat hotel recently. Pats can rest on soft rugs(小地毯), watch television and get to know some new friends while their masters have fun in the city
The American Dog and Cat Hotel opened officially on a Wednesday in March. There is everything a pet could want --- and more.
“We hear time and time again. ‘This is so nice, I’d like to stay here.’ ” the hotel manager said in an interview. He believed that people would want for their pets what they wanted for themselves.
Kennels(狗舍) have been around for a long time, but nowadays masters want to put their loved pets in some better places, he added.
He said the cats and dogs like to watch images(图像) on TV although they may not understand them. Anyway, they don’t have to know Britney Spears or Emimem to enjoy the pop music. Also, “The dogs don’t know it is a rug, but they know it is soft,” he said.
Pet masters can book a dog suite(套房) for $79 a night. Baths and other services are also offered.
The pet hotel manager believes that all the animal lovers in the world will love this great idea.
40. By “--- and more” in the last sentence of the 2nd paragraph the writer means that ______.
A. there’re also things for the pet masters
B. some of the things are unnecessary
C. there’re things a pet cannot fully enjoy
D. all the things are plenty in amount
41. In the pet masters’ opinion, the kennels are _____.
A. not good enough B. too old to live in
C. just an equal choice D. no longer in existence
42. The 5th paragraph suggests that ______.
A. some pets know some pop stars
B. “rug” is a difficult word for a pet to learn
C. pets enjoy things the same way humans do
D. pets enjoy things at a sensational level
Einstein, a great scientist of the age, was almost as strange as his Theory of Relativity.
Once, while riding a street car in Berlin, he told the conductor that he had not given him the right change. The conductor counted the change again and found it to be correct, so he handed it to Einstein, saying, “The trouble with you is that you don’t know your figures.”
Einstein said that there were only twelve people living who understood his Theory of Relativity although a good many books had been written to explain it.
He had nothing but contempt(蔑视) for the things most people set their hearts on --- for fame and riches(财富) and luxury(奢华).
He didn’t want money or praise. He made his own happiness out of such simple things as his work and playing the violin and sailing his boat. Einstein’s violin brought him more joy than anything else in life. He said that he often thought in music.
36．The conductor thought Einstein _____ ．
A． wasn’t good at maths B．had good memory
C． was either mad or strange D．liked to make trouble
37．Einstein meant that many people _____ ．
A. knew his Theory of Relativity well because they could explain it
B．had written to have grasped his theory correctly
C．pretended to have grasped his abstract theory
D．admired him very much
38．Which of the following statements is true?
A. Einstein care little for fame or wealth.
B. Einstein had nothing but enough fame and riches and luxury.
C. Einstein was eager for the things most people set their hearts to.
D. In the eyes of Einstein, most people had a strong wish to publish book on the theory.
39. The underline part “set their hearts on” means _____.
A. believe B. have C. loveD. hate