) 2. 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

　　(

　　) 3. 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.

　　(

　　) 4. If a manager should show his empathy (Paragraph6), 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.”

　　(

　　) 5. 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

　　(

　　) 6. Which of the following is conveyed in this article?

　　A. Face-to-face service creates comfortable feelings among customers.

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