【简介】感谢网友“雕龙文库”参与投稿，这里小编给大家分享一些，方便大家学习。
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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. 第三模块
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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. 第三模块
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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.The writer mentions “phone rage”(Paragraph 3)to show that ________. A．customers often use phones to express their anger
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()2.If a manager should show his empathy (Paragraph 6)，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.”
()3.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
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()4.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. 第三模块
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【要点综述】 随着竞争的越来越激烈，对于消费者的争夺很多时候将会决定着一个企业的兴衰荣辱，那么如何搞好与消费者的关系呢？面对口味各异的顾客，作为企业又应该如何对待呢？文章是围绕这一话题展开。 1. C 逻辑推理题。文章第三段提到随着人们从电话或网络中买到商品、得到服务，很多公司在信息技术和员工培训上投入大量资金，来应对消费者的投诉，由此可知，现在对商家而言如何处理消费者日益增多的投诉是非常必要和紧急的。
2. A 逻辑推理题。从文章第六段This can be eased by offering an apology…with empathy (for example, “I know how you must feel”)…可知。 第三模块
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3. B 逻辑推理题。从文章第七段Airlines face some of the toughest…while there is great potential for customers…可知，航空业由于各种原因面临的消费者投诉更多，所以对航空业而言，让消费者满意有着无可替代的重要性，由此可知选B。 4. C 逻辑推理题。从文章最后一段…and it would be a foolish company that used slogans such as…可推断出，聪明的企业往往不会喊空口号，而是注重实际行动。 第三模块
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探究点五 篇章结构型 最近两年， 篇章结构题频繁地出现在各地高考英语阅读理解题中， 已经成为了一种新颖而独特的阅读题型。从其考查内容而言， 可分为三种：考查对整个文章结构的组织能力；考查对后文内容的预测能力；考查对文章写作手法、修辞手段的鉴赏能力。 1. 篇章结构题的主要设题方式常有：
(1)How is the passage organized? (2)Which of the following best shows the structure/organization of the passage?
(3)What will the author most probably talk about next? (4)The author develops the passage mainly by ________. 第三模块
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(5)The first paragraph serves as a(n)
________. (6)The example of … is given to show/illustrate that ________. 2. 篇章结构题的主要解题策略常有： (1)了解文章结构的组织形式。从段落组织方式上讲， 常见的文章结构有三种：总分式结构(总→分；总→分→总；分→总)、并列式结构(段落之间是平行关系， 并且相对独立)、对照式结构(结构形式上是一正一反)。 (2)了解文章的论证方法。从论证方法上讲， 常见的议论文结构有以下两类： Put forward a question →Analyze the question → Solve the question 即“提出问题、分析问题、解决问题”的过程；Argument/Idea → Evidence → Conclusion/ Restating the idea 即“由论点到论据到结论/强调论点”的过程。 第三模块
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(3)了解文章的写作手法。从写作手法上讲， 在高考阅读理解中主要考查下定义、分类说明、列举例证和对比等写作手法。其中， “引用”和“例证”是议论文和说明文中最常用的写作手法之一，是历年高考阅读试题中必不可缺的命题方向。“引用”和“例证”的共同目的就是增强说服力， 以更好地达到说理、说明的目的。“引用”和“例证”的共同功能就是服务于段落或篇章的主题。 第三模块
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例10
[2010·北京卷] 节选
The Cost of Higher Education
Many people believe that higher education should be free because it is good for the economy (经济). Many graduates clearly do contribute to national wealth, but so do all the businesses that invest (投资) and create jobs. If you believe that the government should pay for higher education because graduates are economically productive, you should also believe that the government should pay part of business costs. Anyone promising to create jobs should receive a gift of capital from the government to invest.
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Therefore, it is the individual, not the government, who should pay for their university education. ()The author mentions businesses in Paragraph 5 in order to ________. A．argue against free university education
B．call on them to finance students' studies C．encourage graduates to go into business
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【解析】 A 结构推断题。本题考查例证的功能。题目问此处谈到business有什么目的， 就等于问议论文中的论据有什么用， 显而易见：支持论点。马上从本段段首找到论点：Many people believe that higher education should be free…因此，可以看出作者反对free higher education。 第三模块
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例11
[2011·重庆卷] 节选
Getting rid of dirt，in the opinion of most people，is a good thing.However，there is nothing fixed about attitudes to dirt.
In the early 16th century，people thought that dirt on the skin was a means to block out disease, as medical opinion had it that washing off dirt with hot water could open up the skin and let ills in. A particular danger was thought to lie in public baths.By 1538，the French king had closed the bath houses in his kingdom.So did the king of England in 1546.Thus began a long time when the rich and the poor in Europe lived with dirt in a friendly 第三模块
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way.Henry Ⅳ，King of France，was famously dirty.Upon learning that a nobleman had taken a bath，the king ordered that，to avoid the attack of disease，the nobleman should not go out.
Though the belief in the merit of dirt was longlived，dirt has no longer been regarded as a nice neighbor ever since the 18th century.Scientifically speaking，cleaning away dirt is good to health.Clean water supply and hand washing are practical means of preventing disease.Yet，it seems that standards of cleanliness have moved beyond science since World War Ⅱ.Advertisements repeatedly sell the idea：clothes need to be whiter than white，cloths ever softer，surfaces to shine.Has the hate for dirt，however，gone too far? 第三模块
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Attitudes to dirt still differ hugely nowadays.Many firsttime parents nervously try to warn their children off touching dirt，which might be responsible for the spread of disease.On the contrary，Mary Ruebush，an American immunologist (免疫学家)，encourages children to play in the dirt to build up a strong immune system.And the latter position is gaining some ground. ()How does the passage mainly develop? A．By providing examples. B．By making comparisons. C．By following the order of time. D．By following the order of importance. 第三模块
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【要点综述】 本文是说明文，介绍了人们对污物所持观点的转变情况：16世纪时，人们认为身上的污物能够阻拦疾病；18世纪以来清除污物被认为对健康有益；当今，家长警告孩子不要碰触污物以防疾病的传播；与此相反，专家却提倡孩子在污浊的环境中玩耍，以增强身体的免疫能力。
C 文章结构题。梳理文章中表示时间的词语可知，该文是按照时间顺序来组织的。 应试点睛 第三模块
│ 应试点睛 要想顺利通过高考英语阅读理解部分， 学生必须具备《高中英语教学大纲》规定要掌握的词汇量和固定短语量、熟悉语法结构、拓宽知识面、熟悉各种题材和体裁的文章、提高阅读速度、提高通过阅读获取信息的能力。此外， 在复习中， 应该注意以下几点：
1. 速读全文， 了解大意和主题。
阅读的目的是获取信息。阅读能力一般指阅读速度和理解能力两个方面。高考要求的阅读速度大约是每分钟60个词。考生必须在十分有限的时间内运用略读、扫读、跳读等技巧快速阅读， 搜寻关键词(key words)、主题句(topic sentence), 捕捉 第三模块
│ 应试点睛 时空顺序、情节、人物、观点， 并且理清文章脉络， 把握语篇实质， 掌握文章大意。阅读时读者没有必要研读全文， 速读的诀窍在于浏览文章的内容提要、前言、标题、副标题、插图、表格、开头和结尾等部分， 这样就可以把握文章大意了。许多文章在第一段提出问题， 中间段落进行分析、例证， 最后一段是归纳结论， 每段第一句话往往是主题句。抓主题句， 是快速掌握文章大意的主要方法。
2. 详读细节， 理顺思路与脉络。
每篇文章绝不是互不相干的句子杂乱无章的堆砌。作者为文， 有脉可循。如记叙文多以人物为中心， 以时间或空间为线索， 按事件的发生、发展、结局展开叙述；议论文则包含论点、论据、结论三大要素， 通过解释、举例来阐述观点。考 第三模块
│ 应试点睛 生可根据文章的特点， 详读细节， 以动词、时间、地点、事件、因果等为线索， 找出关键词语， 运用“画图列表法”， 勾画出一幅完整清晰的文章主题和细节的认知图。
3. 抓住主干， 化解难句捕信息。
要实现快速准确理解文章大意， 就要学会抓句子的关键成分， 即句子的主干成分， 如主语、谓语和宾语， 因为它们是传达信息的主要载体， 其他成分， 不论多么长， 多么复杂，都是辅助成分。要说明的核心问题是， 我们阅读英语文章时， 一定要有一个全局观念， 从宏观上来把握文章， 做到了这一点， 我们面对各类文章时都能够从容应对。比如：Another element in the emergence of prodigies(神童), I found, is a society that values excellence in a certain 。 第三模块
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field and is able nurture talent. 只要我们抓住了Element is society. 就可以得知， 社会是神童出现的一个因素。
4. 讲究技巧， 轻松应考走捷径。
分析历届高考中的阅读理解， 可以发现命题者命制的考点是有一定规律的， 且考点规律常与某种题型(主旨题、细节题、逻辑推理题、观点态度题、猜测词义题)相对应。如果考生掌握了这些规律， 就能在第一遍快速阅读短文时， 敏锐地捕捉到考点并能预测可能会出的题型。下面， 将这些考点规律及对应题型归纳如下：
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考点规律(1) 举例子、打比喻处常考
为了使自己的观点更有说服力、更加明确， 作者经常用具体的例子打比方， 句中常由as, such as, for example, for instance等引导的短语或句子作为举例句。考生需注意的是，例子或比喻一般是和文章或段落中心紧密相关的， 常以“细节事实性”题型和“推断性”题型出现， 但倾向于“推断性”题型。
考点规律(2) 引用人物论断处常考
作者为了正确表达出自己的观点或使论点更有依据， 常常引用某名人的论断或重要发现等。命题者常在此做文章，多以“推理性”题为主， 有时也出“事实细节性”题型。
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考点规律(3) 转折处与强对比处常考
一般而言， 转折后的内容常常是语义的重点， 命题者常对转折处的内容进行提问。转折一般通过however, but, yet, in fact等词或短语来引导。强对比常由unlike, until, not so much…as等词或短语引导。命题者常对用来对比的双方的属性进行考查。 比如文章中说甲具有X属性， 但乙与甲不同， 问乙有何属性？答：非X属性。此类考点常出现在逻辑推理型题中， 少数出现于其他题型中。
考点规律(4) 复杂句式处常考
复杂句常是命题者出题之处， 包括同位语、插入语、定语、长句、 从句、不定式、副词等， 命题者主要考查考生对句子之间指代关系、文章段落之间关系的理解， 常以逻辑推理题型出现， 包括少量其他题型。
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考点规律(5) 因果句处常考
命题者常以文中因果句命制一些试题，以此考查文中两个事件内在的因果关系， 或出些概括文意、段意的试题。一般以推理性题型和主旨大意题型出现， 兼顾少量其他题型。表示因果关系的词有：because, since, for, as, therefore, consequently, result in, originate from 等。
考点规律(6) 特殊标点符号处常考
由于特殊标点符号后内容是对前面内容的进一步解释和说明， 因此命题者常以标点符号后的内容进行提问。具体说， 特殊标点符号包括：破折号(表解释)；括号(表解释)；冒号(表解释)；引号(表引用)。题型一般有推理题、主旨大意题、事实细节题等。
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考点规律(7) 段首， 段尾句处常考
短文中第一段首句或末段末句往往是文章中心思想的表达处；有时某一段的段首、段尾句是该段的主题句。因此， 命题者常在这些地方出题。题型基本上属主旨大意型。
考点规律(8) 最高级与绝对性词汇处常考
文中若出现must, all, only, anyone, always, never等绝对性词汇， 或形容词副词的最高级形式， 往往是考点， 一般出“细节性问题”。因为这些地方概念绝对， 答案唯一， 无论是命题还是答题， 都不会产生歧义。命题人员以此为考点， 可保证命题绝对正确。 第三模块
