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1、上海市高考英语四月阅读、短文改错训练（1）答案阅读理解。Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight"iswhatcompaniesaretryingtoachieveinorordertokeepandincreasemarketshare・Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches
2、,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople:thosetreatedbadlywilltelltheirtalesofwoetoupto20people,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyalNewlungesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtele
3、phonecallcentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe"phoneragecau-sedbydelaysinansweringcalls,beingcutoffinmid-conversationorleftwaitingforlongperiods."Manypeopledonotliketalkingtomachines,
4、ysDr.Store"ySseariorLecturerinMarketingatCityUniversityBusinessSchool.“Banksf,o「example,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrust—thesortofcomfortablefeelingspeoplehaveduring
5、face-to-facechatswiththeirlocalbranchmanager."Recommendedwaysofcreatingcustomerdelightinclude:under-promisingandover-delivering(sayingthatarepairwillbecalmedoutwithinfivehours,butgettingitdonewithintwo);replacingafaultyproductimmediately:throwinginagiftvoucher(购物礼卷)asanunexpected“
6、thankyou"torentalcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstanda
7、rdswithempathy(forexample,"Iknowhowyoumustfeelna)qdpossiblesolutions(replacement,compensationorwhateverfamessuggestsbestmeetsthecase).Airlinesfacesomeofthetoughestchallengesovercustomercare・Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whileth
8、ereisgreatpotentialforcustomerang
