8 . Millions of people pass through the gates of Disney’s entertainment parks in California, Florida and Japan each year. What makes these places an almost universal attraction? What makes foreign kings and queens and other important people want to visit these Disney parks? Well, one reason is the way they’re treated once they get there. The people at Disney go out of their way to serve their “guests”, as they prefer to call them, and to see that they enjoy themselves.
All new employees, from vice presidents to part-time workers, begin their employment by attending Disney University and taking “Traditions Ⅰ”. Here, they learn the company’s history, how it is managed, and why it is successful. They are shown how each department relates to the whole. All employees are shown how important their part is in making the park a success.
After passing “Traditions Ⅰ”, the employees go on to do more specialized training for their specific (具体的) jobs. No detail (细节) is missed. A simple job like taking tickets requires four eight-hour days of training. When one ticket taker was asked why it took so much training for such a simple, ordinary job, he replied, “What happens if someone wants to know where the restrooms are, when the parade starts or what bus to take to get back to the campground?...We need to know the answers or where to get them quickly. Our constant aim is to help our guests enjoy the party.”
Even Disney’s managers get involved in the daily management of the park. Every year, the managers leave their desks and business suits and put on special service clothes. For a full week, the bosses sell hot dogs or ice cream, take tickets or drive the monorail, and take up any of the 100 jobs that make the entertainment park come alive. The managers agree that this week helps them to see the company’s goals more clearly.
All these efforts to serve the public well have made Walt Disney Productions famous. Disney is considered by many as the best mass service provider in America or the world. As a long-time business observer once said, “How Disney treats people, communicates with them, rewards them, is in my view the very reason for its fifty years of success...I have watched, very carefully and with great respect and admiration, the theory and practice of selling satisfaction and serving millions of people on a daily basis successfully. They are what Disney does best.”
1. The first day they come to Disney parks, all new employees
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| A．begin by receiving on-the-job training | B．must learn several jobs |
| C．begin as ticket takers | D．have already attended Disney University |
2. The main objective of the Disney employees is to
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| A．learn all parts of the business | B．see that their guests enjoy themselves |
| C．be able to answer all kinds of questions | D．keep their important guests happy |
3. Which of the following is NOT true according to the passage?
| A．Tourists learn the history of Disney in its entertainment parks. |
| B．Disney attracts people almost from all over the world. |
| C．Parades are regularly held in Disney’s entertainment parks. |
| D．Disney’s managers are able to do almost all kinds of work in the Disney parks. |
4. This passage is mainly about
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| A．how Disney employees are trained |
| B．the history and traditions of Disney |
| C．why Disney is successful |
| D．the importance Disney places on serving people well |
