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.well­treated customers promote business

　　解析　主旨大意题。A项意为“抱怨的顾客难以使其满意”，这与第二段中的“Interestingly,80 percent of people who feel their complaints are handled fairly will stay loyal.”的叙述不符；B项意为“不满意的顾客得到更好的服务”；C项意为“满意的顾客得到更多的关注”；D项意为“受到良好礼遇的顾客推动了生意的开展”，从第二段的叙述中，我们可以知道D项正确。

　　2.The writer mentions “phone rage”in 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 demanding

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