上海市高考英语阅读短文改错训练(1)

2015上海市高考英语四月阅读、短文改错训练（1）答案阅读理解。

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 or order to keep and increase market share.It is accepted in the marketing industry, and confirmed by a number of researches, that customersreceiving good service will promote business by telling up to 12 other people: those treated badlywill tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints arehandled fairly will stay loyalNew lunges for customer care have come when people can obtain goods and servicesthrough telephone call centers and the Internet. For example , many companies now have toinvest(投资)a lot of money in information technology and staff training in order to cope with thecaused by delays in answering calls ,being cut off in mid-conversation or left waiting“phone rage”—for long periods.ys Dr . Storey Senior Lecturer in Marketing at City“Many people do not like talking to machines,” saUniversity Business School. “Banks, for example, encourage staff at call centers to use customerdata to establish instant and good relationship with them .The aim is to make the customer feelthey know you and that you can trust—the sort of comfortable feelings people have duringface-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 calmed out within five hours ,but getting it done within two );replacinga faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you”　to rental 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 apology and an explanation of why the service did not meet usual standards with empat hy (for example,” I knowand possible solutions (replacement , compensation or whatever fameshow you must feel”),suggests best meets the case).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 greatpotential 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 largevolume of calls about bookings and flight times. They are trained to answer quickly, with their name,attitude. The company has invested heavily in informationjob title and a “we are here to help”　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 staffare 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 sloganssuch as "we do as we please”. On the other hand, the more customers are promised, the greaterthe risk of disappointment.( ) 1. We can learn from Paragraph 2 that .A. complaining customers are hard to satisfyB. unsatisfied customers receive better serviceC. Satisfied customers catch more attentionD. well-treated customers promote business.( ) 2. The writer mentions “phone rage”(Paragraph 3) to show thatA. customers often use phones to express their angerB. people still prefer to buy goods onlineC. customer care becomes more attentionD. customers rely on their phones to obtain services( ) 3. What does the writer recommend to create delight?A. Calling customers regu larlyB. Giving a “thank you” note.C. Delivering a quicker serviceD. Promising more gifts.( ) 4. 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.”D. “I know it’s our fault.”C. “I’m sorry for the delay.”　( ) 5. Customer delight is important for airlines because .A. their telephone style remains unchangedB. they are more likely to meet with complaintsC. the services cost them a lot of moneyD. the policies can be applied to their staff( ) 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 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.【参考答案】1—6、DCCABC阅读理解It is probably the strangest sport anyone has ever invented. And at first sight, it looks like the easiest. Competitors have to do two things. The first is to stand still.The second is to place their hands anywhere on the body of a car,and keep it there.This is where things start getting difficult. Lots of people are doingis thethe same thing. And the winner of the“handathon”contestperson who can carry on doing it for the longest time. That persongets to own the car.It still seems to be an easy thing to do. At the beginning it is.Anyone can stand still. But when the contest has been going for four or five days, standing still seems like the most difficult job in the world. And keeping the hand in place over this time becomesan act of serious attention. After a few days, the hand seems to belong to someone else—someone who wants to go home and get some sleep.Competitors are allowed to take a five-minute break every hour to eat, drink or do whatever else isnecessary. No one is allowed to lean on the car for support. Winners need to be able to show greatpowers of attention. They also need to be able to develop special skills.Maybe the popularity of the handathon is due to the fact that it is not necessary to be a trainedathlete to enter. Entrants in the Longview handathon certainly don’t seem to do much preparation Most say they will prepare by“getting lots of sleep”. Others say they will“eat healthy food for success”. The whole event gives ordinary peoplethe chance to do something interesting and winsomething in the end.Handathons are competitions, but there is little rivalry(敌对)between competitors. They help eachother out and keep each other’s spirits up. People who drop out early return with food, drink and encouragement.【文章大意】双手放在车身任何部位, 静立不动, 你能坚持多久? 本文介绍了一项看似简单,实则类似于马拉松的运动形式“handathon”。