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.

　　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.

　　(

　　) 1. 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. well-treated customers promote business

　　(

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