1 . 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 lineages 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 (投资) a lot of money in information technology and staff training in order to cope with the “phone rage (愤怒)” — 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 relationship with them. The aim is to make the customer 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 come out within five hours, but getting it done within two ); replacing a faulty product immediately: throwing in a gift voucher (购物礼券) 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 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.
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. We can learn from Paragraph 2 that .A.well-treated customers promote business |
B.unsatisfied customers receive better service |
C.Satisfied customers catch more attention |
D.complaining customers are hard to satisfy |
A.customers often use phones to express their anger |
B.customer care becomes more demanding |
C.people still prefer to buy goods online |
D.customers rely on their phones to obtain services |
A.“I’m sorry for the delay.” |
B.“I appreciate your understanding.” |
C.“I know how upset you must be.” |
D.“I know it’s our fault.” |
A.Face-to-face service creates comfortable feelings among customers. |
B.A company should promise less but do more in a competitive market. |
C.Companies that promise more will naturally attract more customers. |
D.Customer delight is more important for airlines than for banks. |
2 . Running is often tiring and a lot of hard work, but nothing beats the feeling you get after finishing a long workout around the track.
But while it’s long been believed that endorphins (内啡肽) —chemicals in the body that cause happiness—are behind the so-called “runner’s high”, a study suggested that there may be more to this phenomenon than we previously knew.
According to a recent study published by a group of scientists from several German universities, a group of chemicals called endocannabinoids (内源性大麻素) may actually be responsible for this familiar great feeling.
To test this theory, the scientists turned to mice. Both mice and humans release high levels of endorphins and endocannabinoids after exercise. After exercising on running wheels, the mice seemed happy and relaxed and displayed no signs of anxiety. But after being given a drug to block their endorphins, the mice’s behavior didn’t seem to change. However, when their endocannabinoids were blocked with a different drug, their runners’ high symptoms seemed to fade.
“The long-held notion of endorphins being responsible for the runner’s high is false. Endorphins are effective pain relievers, but only when it comes to the pain in your body and muscles you feel after working out,” Patrick Lucas Austin wrote on science blog Lifchacker.
Similar studies are yet to be carried out on humans, but it’s already known that exercise is a highly effective way to get rid of stress or anxiety. The UK’s National Health Service even prescribes (开药 方) exercise to patients who are suffering from depression. “Being depressed can leave you feeling low in energy, which might put you off being more active. Regular exercise can improve your mood if you have depression, and its especially useful for people with mild to moderate (中等的) depression,” it wrote on its website.
It seems like nothing can beat that feeling we get after a good workout, even if we don’t fully understand where it comes from. At least if we’re feeling down, we know that all we have to do is to put on our running shoes.
1. What did scientists from German universities recently discover?A.Working out is a highly effective way to treat depression. |
B.The runner’s high could be caused by endocannabinoids. |
C.Endorphins may contribute to one’s high spirits after running. |
D.The level of endorphins and endocannabinoids could affect one’s mood. |
A.To find what reduces the runner’s high symptoms. |
B.To see the specific symptoms of the runner’s high. |
C.To identify what is responsible for the runner’s high. |
D.To test what influences the level of endocannabinoids released. |
A.Effect. | B.Goal. | C.Opinion. | D.Question |
A.They can help ease depression symptoms. |
B.They are the best way to treat depression. |
C.They only work for those with serious depression. |
D.They can help people completely recover from depression. |
3 . “May 17, 2157
Dear diary,
Today, Tommy found a real book!...”
“What’s it about?” Margie asked.
“School.” replied Tommy, turning the yellow pages.
“Why would anyone write about school? I hope they can take my geography teacher away.”
“It’s not our school. This is the old sort that they had centuries ago.”
“Anyway, they had a teacher.” Margie said, reading the book over his shoulder.
“Sure, they had a teacher, but it wasn’t a regular teacher. It was a man.”
“A man? How could a man be a teacher?”
“Well, he just told the boys and girls things and gave them assignments and asked them questions.”
“A man isn’t smart enough.”
“Sure, he is. My father knows as much as my teacher.”
Margie wasn’t prepared to argue about that. She said, “I wouldn’t want a strange man in my house to teach me.”
Tommy laughed. “The teachers didn’t live in the house. They had a special building and all the kids went there.”
“And all the kids learned the same thing?”
“Sure, if they were the same age.”
“But my mother says a teacher has to be adjusted to fit the mind of each boy and girl it teaches and that each kid has to be taught differently.”
“If you don’t like it, you don’t have to read the book.”
“I didn’t say I didn’t like it,” Margie said quickly.
They weren’t even half-finished when Margie’s mother called, “Margie! School!”
“Not yet, Mamma.”
“Now!” said Mrs. Jones.
Margie said to Tommy, “Can I read the book some more with you after school?”
“Maybe,” Tommy said.
Margie went into the schoolroom, right next to her bedroom, and the mechanical teacher was on waiting for her.
The screen was lit up, and it said, “Please insert yesterday’s assignments in the proper slot.”
Margie was still thinking about the old schools they had when her grandfather’s grandfather was a little boy. All the kids from the whole neighborhood came, laughing and shouting in the schoolyard, sitting together in the schoolroom, going home together at the end of the day. They learned the same things, so they could help one another on the assignments and discussed them.
And the teachers were people…
1. Which of the following can be inferred from the passage?A.Margie doesn’t like her school. |
B.It’s common to read paper books in 2157. |
C.Online learning is what Margie wants. |
D.Tommy feels his father is smarter than his teacher. |
A.There are only female teachers at school. |
B.Teachers give no assignments to students. |
C.A special building is constructed for teachers. |
D.Students learn different things at their own pace. |
A.Envelope. | B.Opening. |
C.Screen. | D.Schoolroom. |
A.Longing. | B.Objection. |
C.Suspicion. | D.Tolerance. |
4 . Every April I am troubled by the same concern that spring might not occur this year. The landscape looks dull, with hills, sky and forest appearing grey. My spirits ebb, as they did during an April snowfall when I first came to Maine. “Just wait,” a neighbour advised. “You’ll wake up one morning and spring will just be here.”
And look, on 3 May that year I awoke to a green so amazing as to be almost electric, as if spring were simply a matter of flipping a switch. Hills, sky and forest revealed their purples, blues and greens. Leaves had unfolded and daffodils were fighting their way heavenward.
Then there was the old apple tree. It sits on an undeveloped lot in my neighbourhood. It belongs to no one and therefore to everyone. The tree’s dark twisted branches stretch out in unpruned (未经修剪的) abandon. Each spring it blossoms so freely that the air becomes filled with the scent of apple.
Until last year, I thought I was the only one aware of this tree. And then one day, in a bit of spring madness, I set out to remove a few disorderly branches. No sooner had I arrived under the tree than neighbours opened their windows and stepped onto their porches(门廊; 走廊). These were people I barely knew and seldom spoke to, but it was as if I had come uninvited into their personal gardens.
My mobile-home neighbour was the first to speak. “You’re not cutting it down, are you?” she asked anxiously. Another neighbour frowned as I cut off a branch. “Don’t kill it, now,” he warned. Soon half the neighbourhood had joined me under the apple tree. It struck me that I had lived there for five years and only now was learning these people’s names, what they did for a living and how they passed the winter. It was as if the old apple tree was gathering us under its branches for the purpose of both acquaintanceship and shared wonder. I couldn’t help recalling Robert Frost’s words:
The trees that have it in their pent-up buds
To darken nature and be summer woods
One thaw led to another. Just the other day I saw one of my neighbours at the local store. He remarked how this recent winter had been especially long and complained of not having seen or spoken at length to anyone in our neighbourhood. And then, he looked at me and said, “We need to prune that apple tree again.”
1. By saying that “my spirits ebb” in paragraph 1, the author means that _______ .A.he feels relieved | B.he is tired |
C.he is surprised | D.he feels blue |
A.be appealing only to the author |
B.have been abandoned by its original owner |
C.be regarded as a delight in the neighbourhood |
D.have been neglected by everyone in the community |
A.They wanted to get to know the author. |
B.They were concerned about the safety of the tree. |
C.They wanted to prevent the author from pruning the tree. |
D.They were surprised that someone unknown was pruning the tree. |
A.when spring would arrive | B.how to pass the long winter |
C.the pruning of the apple tree | D.the neighbourhood gathering |
5 . Hansen and his 10-year-old son Chase search the streets of Salt Lake City every weekend for the homeless to take to lunch. They started Project Empathy(共情)four years ago to
“Just start with a smile, a hello. It really just starts with that. If you do it, you can make a connection. A small gesture can have a
Some of these shared meals have turned into stronger
Father and son’s
“My hope for the future is to
A.buy | B.cook | C.share | D.eat |
A.often | B.further | C.also | D.even |
A.dramatic | B.different | C.minimum | D.decisive |
A.remarked | B.praised | C.joked | D.quoted |
A.desires | B.connections | C.motivations | D.opinions |
A.provided | B.permitted | C.abandoned | D.housed |
A.through | B.for | C.despite | D.to |
A.surprised | B.relaxed | C.awesome | D.calm |
A.dreams | B.influences | C.experiences | D.efforts |
A.assesses | B.compares | C.highlights | D.respects |
A.importance | B.task | C.chance | D.role |
A.argument | B.problem | C.debt | D.conflict |
A.go away | B.catch on | C.fade out | D.give off |
A.establish | B.miss | C.exchange | D.maintain |
A.before | B.if | C.until | D.so |
6 . In the early 1990s, Eric Domb, a highly successful lawyer, came up with the idea of building a bird park. His father-in-law
After the park opened in 1994, his inexperience led to many
Since his childhood he has been fascinated by Chinese
Domb felt
Now, Domb is eager to tell how he
A.rejected | B.supported | C.doubted | D.raised |
A.project | B.rule | C.law | D.document |
A.steal | B.win | C.earn | D.borrow |
A.rewards | B.wonders | C.mistakes | D.regrets |
A.missing | B.spreading | C.shaking | D.growing |
A.extreme | B.unusual | C.irregular | D.essential |
A.culture | B.food | C.poetry | D.dream |
A.containing | B.changing | C.adding | D.removing |
A.embarrassed | B.surprised | C.confused | D.inspired |
A.willingly | B.enthusiastically | C.automatically | D.confidently |
A.take charge of | B.pay attention to | C.get hold of | D.gain knowledge of |
A.grass | B.tea | C.coffee | D.bamboo |
A.bought | B.protected | C.received | D.tracked |
A.pride | B.humor | C.security | D.duty |
A.hide | B.house | C.train | D.save |
7 . At a museum in Vietnam, Lena Bui’s film Where Birds Dance Their Last reflected on the beauty and vulnerability of Vietnamese feather farms after Bird Flu. During a festival in Rwanda, Ellen Reid’s audio experience Soundwalk was shared in a hopeful discussion about music, parks and mental health. These are a few of the things I have helped bring to life over the years, working at the intersection of scientific research, the arts and advocacy to support science in solving global health challenges.
Science is key to addressing these issues. But it isn’t the only key. To achieve its potential and for its advances to be implemented and reach all who could benefit, science depends on trust and good relationships. People might not always see science as relevant, trustworthy or meaningful to their lives. There are reasons why some see science as having a chequered past, from nuclear weapons to eugenics, and are therefore uninterested in, or suspicious of, what it proposes. Others feel excluded by the incomprehensibility of hyper specialist knowledge.
In its capacity to build upon and test an evidence base, science is powerful, but researchers and funders haven’t been as good at ensuring this evidence base responds to the needs and interests of diverse communities, or informs policy makers to take action. Science might be perceived as distancing itself from the personal, the poetic and the political, yet it is precisely these qualities that can be most influential when it comes to public interest in atopic or how a government prioritizes a decision.
A moving story well told can be more memorable than a list of facts. This is where the arts come in. Artists can give us different perspectives with which to consider and reimagine the world together. They can redress the proclaimed objectivity in science by bringing stories —subjectivities —into the picture, and these can help foster a sense of connection and hope.
In 2012, I set up artist residencies in medical research centres around the world. Bui was attached to the Oxford University Clinical Research Unit in Vietnam. The head of the research team was delighted, finding that Bui, as a Vietnamese artist, had license to be in, and to share useful insights from, villages where infectious disease researchers weren’t welcome. Six years later, I led Wellcome’s Contagious Cities program, which established artist residencies worldwide to support locally led explorations of epidemic preparedness. The recent pandemic made this work more noticeable, and has informed our Mindscapes program which is currently sharing experiences of mental health through the work of artists.
With pandemic, climate and mental health crises upon us, rising inequality and what feels like an increasingly broken world, never has there been more need to build and nurture hopeful and imaginative spaces to grow human connection and shared purpose for the common good. Science and the arts can work hand in glove to achieve this.
1. The author lists two works in Paragraph 1 mainly to ______.A.reveal the gap between science and art | B.prove his competence in both science and art |
C.introduce successful science-related artworks | D.show that science can be promoted in art forms |
A.Recent and remote. | B.Good and bad. |
C.Usual and unusual. | D.Peaceful and scary. |
A.Policy-makers base their decisions on science. | B.Researchers popularize science effectively. |
C.Science is well received among the public. | D.The arts help people build connections. |
A.The Value of the Arts to Science | B.Where Do Science and the Arts Meet? |
C.A New Way to Fight Pandemic—the Arts | D.Which Matters More, Science or the Arts? |
8 . What are pillows really stuffed with? Not physically, but symbolically? The question occurred to me with the photos in the news and social media from the 50 cities around the world that staged public celebrations for International Pillow Fight Day. Armed with nothing more than bring-our-own sacrificial cushions, strangers struck heavily each other in playful feather from Amsterdam to Atlanta, Warsaw to Washington DC. But why? Is there anything more to this delightful celebration?
As a cultural sign, the pillow is deceptively soft. Since at least the 16th Century, the humble pillow has been given unexpected meanings. The Chinese playwright Tang Xianzu tells a famous story about a wise man who meets a depressed young scholar at an inn and offers him a magic pillow filled with the most vivid dreams of a seemingly more fulfilling life. When the young man awakens to discover that his happy 50-year dream has in fact come and gone in the short space of an afternoon’s nap, our impression of the pillow’s power shifts from wonder to terror.
Subsequent writers have likewise seized upon the pillow. When the 19th-Century English novelist Charlotte Bronte poetically observed “a ruffled (不平的) mind makes a restless pillow”, she didn’t just change the expected order of the adjectives and nouns, but instead she made unclear the boundaries between mind and matter — the thing resting and the thing rested upon.
It’s a trick perhaps Bronte learned from the Renaissance philosopher Montaigne, who once insisted that “ignorance is the softest pillow on which a man can rest his head”. On Montaigne’s thinking, intelligence and happiness confront each other forever in a pillow fight that only one can win.
With the words of Tang. Bronte, and Montaigne, we can perhaps more easily measure the attraction of the global pillow fight. Like a ritual of release, the annual international pillow fight amounts to a kind of cleansing, a brushing off of daily worries: an emptying of the world’s collective mind. Rather than a launch-pad for weightless rest, the pillow is a symbol of heavy thought: an anchor that drags the world’s soul down — one that must be lightened.
1. The example of Tang Xianzu is used to illustrate that ________.A.pillows give people satisfactory dreams |
B.dreams are always wonderful while the real world is cruel |
C.people’s impression of pillows changes from wonder to terror |
D.pillows symbolically convey the meaning in contrast to their soft appearance |
A.wrote poems about pillows |
B.regarded pillows as reflections of our minds |
C.shared the same viewpoint as Tang Xianzu on pillows |
D.was likely to have been influenced by the thoughts of the Renaissance |
A.pillows give us comfort |
B.pillows make people more intelligent |
C.people with too many thoughts have less inner peace |
D.people can easily fall asleep when they know nothing |
A.Because it is a ritual release. |
B.Because it makes life delightful. |
C.Because it comforts restless minds. |
D.Because it contains a profound meaning of life. |
9 . There is a song by the great Jamaican singer Bob Marley called So Much Trouble in The World. Marley understood that part of the reason why there are so many problems in the world is the lack of tolerance between people. The UN understands this too— that is why it made November 16th “International Day for Tolerance”.
But first, what is tolerance? According to French philosopher Voltaire, “Tolerance is the consequence of humanity. We are all formed of frailty (脆弱) and error; let us pardon each other’s fool— that is the first law of nature.”
Very often, people do not realize that they are intolerant. This is because intolerance has a lot to do with ignorance. For example, the UN’s campaign is in part about the treatment of females by males. But often, the behavior of men toward women is intolerant because men do not put themselves in the shoes of women.
It is worth thinking a little about the words “tolerance” and “intolerance”. Are they the best words to describe the evils of which we are speaking here? To agree to be “tolerant” of someone is not necessarily a very respectful thing. When someone is tolerated, it implies that there is something wrong with them.
Still, what Voltaire said stands: We humans are not perfect and this weakness is something that we all share. That is the reason we should be tolerant. It is a little like generosity. We can give things to another person, and we can also give our forgiveness.
1. What is the purpose of the UN “International Day for Tolerance”?A.To celebrate the founding of the UN. |
B.To solve the problem of global warming. |
C.To change people’s opinion towards globalization. |
D.To arouse the awareness of tolerance among people. |
A.Because men do not realize the purpose of the UN. |
B.Because men are physically stronger than women. |
C.Because men are not willing to understand women. |
D.Because men do not appreciate the shoes of women. |
A.Because they cannot be used in a respectful way. |
B.Because they are hard to pronounce in English. |
C.Because they cannot be translated into other languages. |
D.Because they do not express the exact meaning people refer to. |
A.Humans tend to find faults in others. |
B.Humans need to give something to others. |
C.Humans are advised to treat others better. |
D.Humans change their attitudes towards others. |
10 . Otters, are cute, this no one can deny. They have big eyes, short and flat noses and claws (爪子) like tiny hands. They look even cuter when they wear hats and throw food balls into their mouths as if they were bar snacks, like Takechiyo, a pet otter in Japan. Documenting Takechiyo’s funny behavior has earned his owner nearly 230,000 followers on Instagram, a photo-sharing app.
Takechiyo’s fame reflects a craze across east and South-East Asia for keeping the cute creatures as pets. Enthusiasts in Japan visit cafés where they pay to hug them; Indonesian owners parade their pets around on leads or go swimming with them, then share their pictures online. But these enjoyable photos mask a trade that is doing a lot of damage. Even before they became fashionable companions for humans, Asia’s wild otters faced plenty of threats. Their habitats are disappearing. They have long been hunted for their coats, or killed by farmers who wish to prevent them consuming fishes. The pet trade, which began picking up in the early 2000s but appeared to speed up a few years ago, has made things worse. The numbers of wild Asian small-clawed otters and smooth-coated otters, two species that are in highest demand, have declined by at least 30% in the three decades to 2019.
The international agreement that governs trade in wildlife, known as CITES, now prohibits cross-border trade in these species. But laws banning ownership are often poorly implemented, as in Thailand, or full of holes, as in Indonesia. And the otter-keeping craze has been dramatically improved by the internet, says Vincent Nijman of Oxford Brookes University. In 2017 TRAFFIC, a British charity that monitors the wildlife trade, spent nearly five months looking at Facebook and other social-media sites in five South-East Asian countries. During that time, it found around 1,000 otters advertised for sale online.
In any case, otters do not even make particularly good pets. Every year the Jakarta Animal Aid Network, a charity in Indonesia’s capital, receives some ten otters from people who have struggled to look after them. Faizul Duha, the founder of an Indonesian otter-owners’ group, admits that his two animals emit a “very specific” (read: fishy) smell. They bite humans and chew on furniture. Their scream can be heard blocks away. And their cages need cleaning every two-to-three hours. That is how often they empty their bowels (肠道).
1. The function of the first paragraph is to ________.A.present the main idea | B.introduce the main topic |
C.set readers thinking | D.illustrate the writer’s point |
A.The demand for pet otters. | B.The disappearance of otters’ habitats. |
C.The popularity of otter coats. | D.The decrease of fishes. |
A.the laws that prohibit cross-border trade are strict in Asia |
B.social media plays a significant role in the online otter trade |
C.people usually give up otters because they are endangered |
D.otters are suitable pets because they are friendly to humans |
A.advertise for a photo-sharing app |
B.introduce the popularity of pet otters |
C.discourage the illegal otter pet trade |
D.describe the characteristics of otters |