【正文】 B. logical and moving C. informative and significant D. interesting and powerful C In the more and more petitive service industry, it is no longer enough to promise customer satisfaction. Today, customer ―delight‖ is what panies 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 plaints are handled fairly will stay loyal New challenges for customer care have e when people can obtain goods and services through telephone call centers and the Inter. For example , many panies now have to invest(投資 )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 midconversation 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— the sort of fortable feelings people have during facetoface chats with their local branch manager.‖ Remended ways of creating customer delight include: underpromising and overdelivering (saying that a repair will be carried out within five hours ,but getting it done within two )。s story in his book When Machines Fail US, finger at the limitations of technology. We put our faith in digital devices, he says, but our digital helpers are too often not up to the job. They are filled with small problems. And it’s not just GPS devices: Stevenson takes us on a tour of digital disasters involving everything from mobile phones to wireless key boards. The problem with his argument in the book is that it’s not clear why he only focuses digital technology, while there may be a number of other possible causes. A mapmaker might have left the crossing off a paper map. Maybe we should blame Ceely for not paying attention. Perhaps the railway authorities are at fault for poor signaling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the CPS equipment. But Stevenson doesn’t say. It’s a problem that runs through the book. In a section on cars, Stevenson gives an account of the advanced techniques that criminals use to defeat puterbased locking systems for cars. He offers two independent sets of figures on car theft。s when she heard the whistle sounded by the driver of a train. Her Renault Clio parked across a railway line. Second later, she watched the train drag her car almost a kilometre down the railway tracks. Ceely39。t it? he said . ―Come with me.‖ He led me 35 the crowded shop and to a bench with a large professional karaoke box on it. He placed his large hand 36 on his treasure and said. ―I have 800 karaoke songs in here. You can take your 37 and I180。ve been ill for 28 years. Music has always been a great love of mine and, in my 20s, when my _21 was move manageable, I 22 ten years as a professional singer in restaurant, playing and singing folk songs. 23 that was years ago and times have changed. __24__ I live with my mother on a country farm. Two years ago, I decided that I would need to love some kind of extra work to _25_ my disability pension (殘疾撫恤金） ._26_ I needed to sleep in afternoons. I was limited in my _27_I decided that I would consider 28 to singing in restaurants. My family are all musicians, so I was _29 when I went into our local music store. I explained that I waned to sing again but using recorded karaoke music I knew that discs were very expensive and I really didn39。s it going D. How about it 第二節(jié)：完形填空（共 20 小題；每小題 1 分，滿分 20 分） Although I love my life, it hasn39。t think I39。t cheat him－ it39。ve been writing this report ____for the last two weeks, but it has to be handed it tomorrow. A. finally B. immediately C. occasionally D. certainly 14. Even the best writers find themselves _______for words. A. lose B. lost C. to lose D. having lost 15. The manager was worried about the press conference his assistant _____in his place but, luckily, everything was going on smoothly. A. gave B. gives C. was giving D. had given 16. My schedule is very _____right now, but I39。t D. couldn39。s eyes that she didn’t understand a single word of his lecture. A. cold B. blank C. innocent D. fresh 10. A bank is the place ____they lend you an umbrella in fair weather and ask for it back when it begins to rain . A. when B.