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.

　　British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.

　　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.

　　36．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．well­treated customers promote business

　　37．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

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