B．people still prefer to buy goods online C．customer care becomes more demanding D．customers rely on their phones to obtain services 第三模块

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　　()2.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.”

　　()3.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

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　　()4.Which of the following is conveyed in this article? A．Face­to­face 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. 第三模块

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　　【要点综述】 随着竞争的越来越激烈，对于消费者的争夺很多时候将会决定着一个企业的兴衰荣辱，那么如何搞好与消费者的关系呢？面对口味各异的顾客，作为企业又应该如何对待呢？文章是围绕这一话题展开。 1. C　逻辑推理题。文章第三段提到随着人们从电话或网络中买到商品、得到服务，很多公司在信息技术和员工培训上投入大量资金，来应对消费者的投诉，由此可知，现在对商家而言如何处理消费者日益增多的投诉是非常必要和紧急的。

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