This holiday season, it’s expected that more than 45 million people will get on airplanes by the time the year ends. With that many people on the move, delays are not able to be avoided, and with them come upset and unhappy passengers.
That space between happy passengers and unhappy passengers is where Fred Taylor Jr. worked for 15 years in customer relations with Southwest Airlines.
“My job was to say sorry by sending letters to customers whose flights have been put off or stopped,” the 47-year-old said. His daughter Olivia tells her friends he is “the Sorry Man.”
I don’t think I can explain reasonably to you for the delays that happened with your December 1st flight from ...
“For me, I’m used to saying ‘I’m sorry’ ,” Fred told his wife, Julie. “It’s been a way of life.”
Of course, you have to know your audience, he explained.
“You know, there are some travelers who may get upset pretty quick,” he said. “If an engine shuts down because parts of the fan blade(风机叶片) break and you can see plumes of(一缕缕) fire, there will be fears, worries, regrets or other emotions. My job was to calm them down: Hey, this wasn’t as serious as what it may have seemed like.”
And I know whatever I say now cannot change the poor service you were given that tiring day ...
But Fred has other ways to turn sadness into joy.
“When my dad died and you wrote a eulogy(悼词), I can remember hearing the people behind me crying. And then you started with the funny stories, and I could hear the people behind me laughing. It was just perfect. You put people at ease.” Julie said.
“So, you’re more than just ‘the Sorry Man,’ ”she said with a laugh.
21. What’s the author’s purpose in writing paragraph 1?
A.To lead in the topic of Fred’s job. |
B.To tell us that the world is becoming smaller than before. |
C.To show us the wide use of airplane in today’s world. |
D.To show that people are always upset about their flights. |
22. Why does Olivia call her father “the Sorry Man”?
A.Because she is tired of her father. |
B.Because she wants to make fun of her father. |
C.Because her father’s job is to say sorry by sending letters. |
D.Because her father often makes mistakes. |
23. What can you infer from the last two paragraphs?
A.Julie thinks Fred is a wrong man. |
B.Julie thinks Fred is just “the Sorry Man”. |
C.Julie looks down upon Fred. |
D.Julie praises what Fred has done. |