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.
1.
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
2.
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
3.
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.
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.”
C. “I’m sorry for the delay.” D.“I know it’s our fault.”
5.
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
6.
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.
高三英语阅读理解中等难度题
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.
1.
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
2.
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
3.
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.
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.”
C. “I’m sorry for the delay.” D.“I know it’s our fault.”
5.
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
6.
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.
高三英语阅读理解中等难度题查看答案及解析
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 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 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(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 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 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 voucher(购物礼卷)as an unexpected “thank you” to regular 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 empathy (for example, “I know how you must feel”) , and possible solutions (replacement , compensation or whatever fairness 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 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 company 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 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.
1.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 |
2.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 demanding. |
D.customers rely on their phones to obtain services |
3.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.” |
4. Customer delight is important for airlines because ________.
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 |
5.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. |
高三英语阅读理解中等难度题查看答案及解析
语法填空。
With the1. (develop) of industry, air pollution is getting more and more serious. In Beijing, many people suffer different kinds of illnesses because 2. air pollution.
Air pollution is caused by the following 3.: about half of the problem is caused by vehicles. There are more and more cars, buses on the roads, and they give off 4._ (poison) gases. 25% of air pollution is caused by factories. Another factor is the smokers. Smoking not only does harm to their health 5. to others. 6.these, about 10%of air pollution is caused by other reasons.
We should take some measures to fight 7. pollution. New fuel can be used to take 8.place of gas. We can plant more trees. If everybody realizes the9._ (important) of environment and does something to stop pollution, the problem will 10._ (solve).
高三英语语法填空中等难度题查看答案及解析
With the1.(develop) of industry, air pollution is getting more and more serious. In Beijing, many people suffer different kinds of illnesses because2.air pollution.
Air pollution is caused by the following3.: about half of the problem is caused by vehicles. There are more and more cars, buses on the roads, and they give off4.(poison) gases. 25% of air pollution is caused by factories. Another factor is the smokers. Smoking not only does harm to their health5.to others.6.these, about 10%of air pollution is caused by other reasons.
We should take some measures to fight7.pollution. New fuel can be used to take8.place of gas. We can plant more trees. If everybody realizes the9.(important) of environment and does something to stop pollution, the problem will10.(solve).
高三英语语法填空中等难度题查看答案及解析
With the (31)_____________ (develop) of industry, air pollution is getting more and more serious. In Beijing, many people (32)___________(suffering) from different kinds of (33) ___________ ( ill ) because of air pollution.
Air pollution is caused (34)_________ the following reasons: about half of the problem is caused by vehicles(车辆). There are more and more cars, buses on the roads, and they give off (35)_________ (poison) gases. 25% of air pollution is caused by factories. Another (36)_________ (fact) is the smokers. Smoking not only does harm to their health but also to others’. (37)__________ these, about 10% of air pollution is caused by other reasons.
We should take some measures to fight (38)_____________ pollution. New fuel can be used to take the place of gas. We can plant more trees. If everybody realizes the importance of (39)___________(environment) protection and does something to stop pollution, the problem will (40)___________(solve).
高三英语填空题简单题查看答案及解析
Directions: Summarize in no more than 60 words the main idea of the passage and how it is illustrated. Use your won words as far as possible.
Working overtime has been common for employees in China’s internet sector for many years, but debate about the practice heated up recently after a blacklist of technology companies that push their staff to follow a “996” schedule went viral online.
The blacklist is said to have been compiled by current and former employees of technology companies. As of Monday, 84 Chinese companies were on the blacklist, which claims employees are forced to follow a “996” schedule, under which work begins at 9 am and finishes at 9 pm, six days a week.
“ If it’s ‘work more, pay more’ model, I’d be a lot more willing to follow the ‘996’ schedule. But the truth is, not every company is run that way. That’s why many people complain,” a software developer working in a gaming company based in Hangzhou, East China’s Zhejiang Province, told the Global Times on Wednesday.
The online complaints and discussions also come amid young people’s changing attitudes toward life and work, and rising rights protection awareness. With improved living standards, more young people have adopted a “work hard, play hard” lifestyle, compared with the older generations’ “work to live” mind-set. While working hard, they are calling for more holidays, and believe holidays are their rights.
“Bus we don’t know who we should resort to when it comes to all these holidays and payment issues, so we resort to the internet,” the developer said.
“Sometimes when projects come along. I work seven days a week, I sometimes even sleep at the office,” the developer said. “I’m a game lover and I like my job, but I think I’m underpaid and my work is not appreciated.”
Industry analysts noted that the hours required by the “996” model exceed the limits established in China’s Labor Contract Law. The culture of overtime is connected to the characteristics embedded in Chinese people - who are hard -working, diligent, and desirous of success. They are even willing to sacrifice some of their personal lives to achieve career success. This might be quite different and hard to be understood in European countries.
Beyond China, most people in other East Asian countries such as Japan and South Korea also suffer from working overtime due to similar cultural elements. Working overtime has become a global phenomenon, and labor unions around the world should play an active role in seeking more ways to better protect workers’ rights amid an industrial upgrading.
高三英语概要写作中等难度题查看答案及解析
Recreational tree climbing is taking root in the ecotourism industry, and it's sending guys like Tim Kovar to far off reaches of the globe. Kovar, a tree-climbing instructor, recently returned to the U.S. from Brazil, where he spent time developing a tree-climbing operation thanks to the "slow travel" movement.
Slow travel, is like the slow food movement, the practice of giving fast food in favor of homegrown cooking—the kind that takes hours to prepare and enjoy. Likewise, slow travel urges visitors to experience a place's natural surroundings and learn about the ecology in a way not afforded by extreme games.
"Tree climbing is a slow activity," says Kovar. "It's not something you do quickly and then you're on to the next thing or event." There is no such thing as a quick climb, especially for beginners. This wasn't a race against the clock or the fellow climbers. In fact, tree climbing is unlikely to ever become a feature of the extreme games. Many climbers refuse competition. There has already been so much competition in the world.
"When you stand below the tree, it can be amazing," Rusel DeMaria says, looking affectionately up at Michael's Triumph, a 150-foot-tall tree. But reaching the treetop, he adds, is an entirely different feeling. Likewise, his wife, Viola Brumbaugh, kneels on the ground and asks Michael's Triumph for permission to climb. "It goes a lot smoother that way, "She says.
And climbing has been included into many educational programs. New Tribe offers guided climbs through its school, Tree Climbing Northwest, where "we teach enough tree biology and forest ecology to raise awareness in our students," says New Tribe present Sophis Sparks. "We know that the tree climbing experience deepens personal appreciation for trees. After climbing, people value trees more and are motivated to support preservation. This is not just to preserve their playground."
Perhaps that is why he struggles with the term "recreational tree climbing," saying, "I prefer to call it inspirational tree climbing."
1.What do slow travel and the slow food movement have in common?
A. They take people a long time. B. They are related to the eco-tourism industry.
C. They advocate protecting nature. D. They cost people little money
2.What do we know about tree climbing from the passage?
A. People compete to see who can climb to the top first.
B. It favors the experience of enjoying nature.
C. It is a kind of extreme sport and needs a lot of effort.
D. People view it as a challenge to climb the tallest tree in a forest.
3.Brumbaugh kneels on the ground before climbing trees to ___________________.
A. beg for the safety of climbing B. Expect to climb faster than her husband
C. Show respect for the tree D. ask for permission of her husband
4.Sophia Sparks prefers the term "inspirational tree climbing" because it ____________.
A. provide people with more chances to play outside
B. bring a lot of pleasure to life
C. Deepens personal love between each other
D. Makes people realize they should protect trees
5.What's the best title for the passage?
A. Tree-climbing travelling B. Slow travel movements
C. Dangers of climbing D. Respect for nature
高三英语阅读理解中等难度题查看答案及解析
There is no doubt that Apple is well aware of the increased competition in the market and could be in a hurry to put another device out there, said Ramon Llamas, senior research analyst at IDC Mobile Devices Technology and Trends. Given its history with product launches and business policy, though, Apple probably isn’t going to rush an iPhone release simply to put it on shelves, he said.
“If you’re Tim Cook (CEO of Apple), you’re thinking if you want to pay more attention to how to keep growing that bottom line and keep investors happy, or continue with the same approach from Apple, which is do what we can do and manage products and releases in the best way they can work for us. Apple usually does things in their own time ,and I’m having a hard time buying this May or June timeline.” Llamas told Mac News World.
While it,s probable that Apple is definitely in a testing stage for its next smartphone , consumers likely have a standard wait for the finished product, said Colin Gibbs, analyst at GigaOm Pro.
“It typically takes a year or longer to create a state-of-the-art smartphone, so no one should be surprised Apple is in the testing stages with the next iPhone. And while it’s possible that Apple could launch the next iPhone this spring or summer, I’m not expecting to see it until a little later in the year,” he told Mac News World.
When it does launch, though, it could be in a variety of colors, said Gibbs. “Apple has already tested the waters with releasing colored devices when it revamped(更新,翻新)its iPod line last fall, so it’s not too much of a stretch to believe it would want the new twist with its smartphone, as well”.
“I wouldn’t be surprised if the new iPhone becomes available in some new colors,’’ he said. “That could be done pretty cheaply ,and it would give Apple a new marketing angle.”
1.According to Ramon Llamas, Apple always______.
A.tries to pleases its investors
B. does things as planned
C.ignores the fierce market competition
D. rushes to put new products to market
2.As for the next iPhone, Colin Gibbs didn’t mention______
A.the stage of its being tested
B.the rough time of its being released
C.the wide variety of its color
D.the function to be improved
3.What’s Colin Gibbs ,attitude towards the next iPhone?
A. Disapproving. B. Casual
C. Objective. D. Doubtful.
4.This passage is presented in the form of______.
A.stories B.comments C.advertisements D.debates
高三英语阅读理解中等难度题查看答案及解析
44. _____ the _____ of modern industry, the pollution is becoming more and more serious.
A.With; developing | B.Under; development |
C.With; development | D.Under; developing |
高三英语单项填空简单题查看答案及解析
With the ____________ (develop) of industry, air pollution is getting more and more serious.
高三英语完成句子中等难度题查看答案及解析