3．If a manager should show his empathy (Paragraph 6)，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.”

　　答案　A

　　解析　根据“usual standards with empathy (for example，“I know how you must feel”)”可知，此处表达同情的话应是：“I know how upset you must be.”。

　　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

　　答案　B

　　解析　根据“Airlines face some of the toughest challenges over customer care.”可知，航空公司面临的压力最大，问题最多。

　　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.

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