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 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
(
) 6. 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.
参考答案、DCCABC
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