2017届高考英语一轮复习方案精品课件：第26讲 Unit 3《The world of colours and light》（牛津译林版选修8）_高考复习指南

2017届高考英语一轮复习方案精品课件：第26讲 Unit 3《The world of colours and light》（牛津译林版选修8）

　　4．根据事实细节，推断合理信息。推理题要求在理解原文表面文字信息的基础上，作出一定判断和推论，从而得到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，既不能作出在原文中找不到文字根据的推理，也不能根据表面文字信息作多步推理。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。　阅读写作(二十三) │ 重视推理判断例[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. 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. 阅读写作(二十三) │ 重视推理判断 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. 阅读写作(二十三) │ 重视推理判断 “Many people do not like talking to machines，”says Dr. Storey，Senior Lecturer in Marketing at City University Business School. “Banks，for example，encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust them—the sort of comfortable feelings people have during face－to－face chats with their local branch manager.” 阅读写作(二十三) │ 重视推理判断 Recommended ways of creating customer delight include：under－promising and over－delivering (saying that a repair will be carried out within five hours，but getting it done within two)；replacing a faulty product immediately；throwing in a gift voucher (购物礼券)as an unexpected “thank you” to regular customers；and always returning calls，even when they are complaints. 阅读写作(二十三) │ 重视推理判断 Aiming for customer delight is all very well，but if services do not reach the high level promised，disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example，“I know how you must feel”)，and possible solutions (replacement，compensation or whatever fairness suggests best meets the case)．阅读写作(二十三) │ 重视推理判断 Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems. For British Airways staff，a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly，with their name，job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen. 阅读写作(二十三) │ 重视推理判断第26讲