38. What does the writer recommend to create delight?

　　A．Calling customers regularly.

　　B．Giving a “thank you” note.

　　C．Delivering a quicker service.

　　D．Promising more gifts.

　　39．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.”

　　40．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

　　41．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.

　　答案

　　课时作业(十四)

　　Ⅰ.1.A　本题考查交际用语。根据答语中的I might have to work可以判断回答者不一定参加汤姆的生日聚会。It depends意为“这得看情况”，符合句意。B项表示感谢；C项意为“听起来不错”；D项意为“不用谢”。

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