.
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
解析 细节理解题。根据第七段第一句可知,在客服方面航空公司面对着一些最严重的挑战,他们更容易遭到抱怨。
6.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.
解析 主旨大意题。A项意为“面对面的服务在顾客们中间产生令人舒适的感觉”;B项意为“承诺越多的公司自然会吸引更多的顾客”;C项意为“公司在市场竞争中应该承诺得少而做得多”;D项意为“顾客满意度对于航空公司比对于银行更重要”。综合作者的陈述,尤其是文章最后一段内容,我们可以得知,C项符合作者的观点。
6.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.
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