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

　　答案　D

　　解析　根据“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解决顾客的投诉，会提升购物信心。

　　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

　　答案　A

　　解析　phone rage指的是顾客用电话方式投诉，表达不满和怒气。

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