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.”

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