【正文】 s near miss made the news because she blamed it on her GPS device(導(dǎo)航儀 ).She had never driven the route before .It was dark and raining heavily. Ceely was relying on her GPS. But it made no mention of the crossing. I put my plete trust in the device and it led me right into the path of a speeding train ,she told the BBC. Who is to blame here? Rick Stevenson, who tells Ceely39。s your new babysitter? － We____ask for a better one ,All our kids love her so much. A. should B. might C. mustn39。re busy these days. A. Of course B. No kidding C. That39。t cheat him－ it39。and always returning calls, even when they are plaints. 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, pensation or whatever fairness suggests best meets the case). Airlines face some of the toughest challenges over customer care. Fierce petition 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. They are trained to answer quickly, with their name, job title and a ―we are here to help‖ attitude. The pany 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 pany 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 pany 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. 50. We can learn from Paragraph 2 that . A. plaining customers are hard to satisfy B. unsatisfied customers receive better service C. Satisfied customers catch more attention D. welltreated customers promote business 51. 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 bees more attention D. customers rely on their phones to obtain services 52. What does the writer remend to create delight? A. Calling customers regularly B. Giving a ―thank you‖ note. C. Delivering a quicker service D. Promising more gifts. 53. 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.‖ 54. Customer delight is important for airlines because . A. their telephone style remains unchanged B. they are more likely to meet with plaints C. the services cost them a lot of money D. the policies can be applied to their staff 55. Which of the following is conveyed in this article? A. Facetoface service creates fortable feelings among customers. B. Companies that promise more will naturally attract more customers. C. A pany should promise less but do more in a petitive market. D. Customer delight is more important for airlines than for banks. D It was Saturday . As always, it was a busy one, for ―Six days shall you labor and do all your work‖ was taken seriously back then. Outside, Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs. Patrick were engaged in spring cleaning. Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets , they had sent him to the kitchen for string(線 ). It seemed there was no limit to the heights to which kites would fly today. My mother looked at the sitting room, its furniture disordered for a thorough sweeping, Again she cast a look toward the window. ―Come on, girls! Let’s take string to the boys and watch them fly the kites would fly the kites a minute. On the way we met Mrs. Patrick, laughing guiltily as if she were doing something wrong, together with her girls. There never was such a day for flying kited! We played all our fresh string into the boys’ kites and they went up higher and higher .We could hardly distinguish the orangecolored spots of the kites. Now and then we slowly pulled one kite back, watching it dancing up and down it the wind, and finally bringing it down to earth , just for the joy of sending it up again. Even our fathers dropped their tools and joined us. Our mothers took their