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  • 阅读理解B
    题干:ForthousandsofCanadians,badserviceisneithermake-believenoramusing.Itisanaggravatingandworseningreal-lifephenomenonthatencompasses(包含)behaviorsrangingfromindifferenceandrudenesstonakedhostilityandevenphysicalviolence.Acrossthecountry,betterbusinessbureausreportalengtheninglitanyofcomplaintsaboutcontractors,cardealers,andrepairshops,movingcompanies,airlinesanddepartmentstores.Thereisalmostanadversarial(对抗的)feelingbetweenbusinessesandconsumers.Expertssaythereareseveralexplanationsforillfeelinginthemarketplace.Oneisthatcustomerservicewasanearlyandinevitablecasualtywhenretailersrespondedtobrutalcompetitionbyreplacingemployeeswithtechnologysuchas1-800numbersandvoicemail.Anotherfactoristhatbusinesseshavegenerallybeguntoplacemoreemphasisongettingcustomersthanonkeepingthem.Stillanotheristhatstrident,frustratedandimpatientshoppersvex(使生气)shopownersandmakethemevenlesshospitable-especiallyatbusiertimesoftheyearlikeChristmas.Onbothsides,simplecourtesyhasgonebytheboard.Andforamultitudeofconsumers,servicewentwithit.TheBetterBusinessBureauatVancouvergets250complaintsaweek,twiceasmanyasfiveyearsago.Thebureauthenhadonecomplaintscounselorandnowhasfour.Peoplecomplainaboutbeinginsulted,havingtheirintelligenceandintegrityquestioned,andbeingthreatened.Onewillhearaboutpeoplebeinghauledalmostbodilyoutthedoorbysomebodysayingthingslike“Idon'thavetoserveyou!”or“Thisisprivateproperty,getoutanddon'tcomeback!”Whatcancustomersdo?Ifthebureau'sarbitration(仲裁)processfailstosettleadispute,acustomer'sonlyrecourseistosueinclaimscourt.Butbecauseofthecostsandtimeittakes,relativelyfeweverdo.Thereisalotofsupportforthenotionthatservicehas,inpart,fallenvictimtogenerationalchange.Manyyoungpeopleregardretailingasjustabead-endjobthatyou'rejustgoingtodotemporarilyonyourwaytoarealjob.Youngclerksoftenlackbothknowledgeandcivility.Employershavetotrainyoungpeopleinsimplemannersbecausethatisnotbeingdoneathome.Salespeopletoday,especiallytheyoungerones,havegrownupinatelevision-computersocietywherethey'veinteractedlargelywithmachines.Oneofthebiggestcomplaintsfrombusinessesaboutgraduatesisthelackofinter-personalskills.Whatcustomersreallywantisaccess.Theywanttogetthroughwhentheycall,theydon'twantbusysignals,theydon'twantinteractivesystemstellingthemtopushoneforthisandtwoforthattheydon'twantvoicemail.Andifcustomersdonotgetwhattheywant,theydefect.Somepeoplegobacktolocalsmallbusinesses:theAsiangreengrocer,aGreekbakerandaGreekfishmonger.Theydon'twearnametags,butonegetstoknowthem,allbyname.
    题目:For many Canadians
  • A 、business always emphasized themaintenance of customers.
  • B 、they can directly get the service they need.
  • C 、few customers will appeal to claims court.
  • D 、impoliteness is a kind of bad service.
  • E 、theyregard retailing as a temporary job.
  • 、they have spent much time on TV and computers.
  • 、shoppers are usually strident, frustrated and impatient.

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【正确答案:D】

根据题干定位到第一段。根据第二句可以确定D选项为正确答案。第二句中的it指代第一句中的bad service, rudeness对应D选项中的impoliteness。

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