（14） 2011年普通高等學校招生全國統一考試（陝西卷）英語第二部分閱讀理解（共兩節，滿分40分）
第一節（共15小題，每小題2分，滿分30分）
閱讀下列4篇短文，從每小題後所給的A、B、C、D 4個選項中，選出最佳選項。（A）
MANCHESTER
HOW TO BOOK
By phone：
Call Ticketmaster 24 hr Booking Line on 0844 847 2484
Online：
www.PalaceandOperaHouse.org.uk or
www.ticketmaster.co.uk
In person：
The Palace Theatre Ticket Centre, Oxford Street, Manchester, M1 6FT （MonSat 10am8pm）
By Post：
Stating the performance and choice of seats, enclosing（附寄） a cheque, postal order, or your credit card details to The Palace Theatre Ticket Centre, Oxford Street, Manchester, M1 6FT. Please enclose a stamped addressed envelope.Save pounds on tickets _disibledevent= closed hand）：He punched him in the stomach.→2 MAINLY US to hit with your fingers the buttons on a telephone or the key on a keyboardUSE TOOL→3 to make a hole in something with a special piece of equipment：I was just punching hole in some sheets of paper. ○ This belt's too big — I'll have to punch an extra hole in it.
idioms punch sb's lights out INFORMAL to hit someone repeatedly very hard punch the clock US to put a card into a special machine to record the times you arrive at and leave work：After 17 years of punching the clock, he just disappeared one morning and was never heard from again.
46. What does the word “pump” mean in “He ran in every five minutes to pump me about the case”？
A. Talk with.B. Ask for information.
C. Listen to.D. Provide with evidence.
47. When Sally says “The TV program kept pumping out commercials”, she may be .
A. excitedB. interestedC. annoyed D. worried
48. What will the government most probably provide if it is engaged in a pump-priming program？
A. Sums of money.B. Raw materials.
C. Human resources.D. Media support.
49. When Sylvia says “His speech was OK but it had no real punch”, she thinks it was not .
A. fluent and impressiveB. logical and moving
C. informative and significantD. interesting and powerful
（C）
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people； those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest（投資） a lot of money in information technology and staff training in order to cope with the “phone rage” — caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines，” says Dr. Storey, senior lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationships with them. The aim is to make the customers feel they know you and that you can trust — the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include：under-promising and over-delivering （saying that a repair will be carried out within five hours, but getting it done within two）； replacing a faulty product immediately； throwing in a gift voucher（購物禮券） as an unexpected “thank you” to regular customers； and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy （for example, “I know how you must feel”）, and possible solutions （replacement, compensation or whatever fairness suggests best meets the case）.
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.