) 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.
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.
【参考答案】1—6、DCCABC
阅读理解。
When people hear a president speak, they seldom think about others helping to shape the presentation(报告). Today, however, presidents depend on writers such as J. Terry Edmonds to help them communicate (交流) effectively. Edmonds is the first African American ever to work as a full-time speechwriter for a U. S. president; he is so the first African American to serve as director of speechwriting for White House. His is an all-American story of success.
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