(4)根据事实细节， 推断合理信息。推理题要求在理解表面文字信息的基础上， 作出一定判断和推理， 从而理解文章的隐含意义和深层意义。推理题所涉及的内容可能是文中某一句话， 也可是某几句话， 但做题的指导思想都是以文字信息为依据， 既不能做出在原文中找不到文字根据的推理， 也不能根据文字信息做多步推理。也就是说， 要做到判断有据， 推论有理， 忠实原文。切忌用自己的观点代替作者的本意， 切忌片面思考， 得出片面结论。　 　

　　第三模块 │ 题型探究

　　9 [2011·浙江卷] 节选

　　In the more and more competitive service industry，it is no longer enough to promise customer satisfaction. Today，customer “delight” is what companies are trying to achieve in order to keep and increase market share.

　　第三模块 │ 题型探究

　　It is accepted in the marketing industry，and confirmed by a number of researches，that customers receiving good service will promote business by telling up to 12 other people；those treated badly will tell their tales of woe to up to 20 people.Interestingly,80 percent of people who feel their complaints are handled fairly will stay loyal.

　　第三模块 │ 题型探究

　　New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example，many companies now have to invest (投资)a lot of money in information technology and staff training in order to cope with the “phone_ rage”—caused by delays in answering calls，being cut off in mid­ conversation or left waiting for long periods. 第三模块 │ 题型探究

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