For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.

　　Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1～800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.

　　The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like “I don't have to serve you!”or “This is private property, get out and don't come back! ” What can customers do? If the bureau's arbitration process fails to settle a dispute, a customer's only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.

　　There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you're just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they've interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.

　　What customers really want is access. They want to get through when they call, they don't want busy signals, they don't want interactive systems telling them to push one for this and two for that—they don't want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don't wear name tags, but one gets to know them, all by name.［490 words］

　1�盇t a business place of bad service, the worst one can get is._________

　　［A］ indifference and rudeness

　�。跙］ naked hostility and physical violence

　　［C］ having intelligence and integrity questioned

　�。跠］ being insulted and threatened

　　2�監(jiān)ne of the reasons for such ill feeling in the marketplace is that.________

　　［A］ shoppers are usually strident, frustrated and impatient

　�。跙］ shoppers often take businesses to court

　�。跜］ businesses use new technology instead of employees

　�。跠］ businesses try every means to get customers

　　3 What changes have taken place at Vancouver Better Service Bureau in the past five years?

　�。跘］ More effective.

　�。跙］ Less bureaucracy.

　�。跜］ More business.

　�。跠］ Better staff.

　　4�盰oung clerks often lack interpersonal skills chiefly because they____________

　　［A］are skilled in dealing with machines, not people

　�。跙］are not trained in simple manners at home

　　［C］fall victims to generational change

　�。跠］take retailing to be a temporary job

　　5�盩he author's attitude towards businesses and bad service is_________.

　�。跘］attacking

　�。跙］understanding

　　［C］regretting

　�。跠］warning

　　1.在一個(gè)有著劣質(zhì)服務(wù)的商業(yè)場(chǎng)所人們所受到的比較惡劣的待遇是——。

　�。跘］ 漠不關(guān)心和粗魯 ［B］ 不加掩飾的惡意和身體暴力

　�。跜］ 智力和正直遭到質(zhì)疑 ［D］ 受到侮辱和威脅

　�。劬�解�� 答案B本題考查事實(shí)細(xì)節(jié)。第一段第二句提到，劣質(zhì)服務(wù)是真實(shí)的生活現(xiàn)象，包括從漠不關(guān)心、粗俗無(wú)禮到不加掩飾的惡意甚至身體暴力等一系列行為。以上三種行為按照嚴(yán)重程度遞增排列。第三段提到，人們?cè)谕对V信中抱怨受到侮辱、自己的智力和正直遭到質(zhì)疑、受到威脅。接著文中舉了一個(gè)例子形象地說(shuō)明了顧客受到的比較糟糕的待遇。句子結(jié)構(gòu)one will hear... 表示作者強(qiáng)調(diào)的口吻，“連……的事情也有所耳聞”。而這個(gè)例子正好是“不加掩飾的惡意甚至身體暴力”。因此［B］項(xiàng)是比較惡劣的待遇。

　　2.市場(chǎng)上出現(xiàn)這種不良情緒的原因之一是——。

　�。跘］ 購(gòu)物者經(jīng)常是吵鬧的、失望的和沒(méi)有耐心的

　�。跙］ 購(gòu)物者經(jīng)常把商家告上法庭

　　［C］ 商家使用技術(shù)替代員工

　�。跠］ 商家利用各種手段來(lái)贏得顧客

　�。劬�解�� 答案C本題考查事實(shí)細(xì)節(jié)。第二段分析了三個(gè)原因。第一個(gè)原因是：零售商應(yīng)對(duì)殘酷的競(jìng)爭(zhēng)采用技術(shù)取代員工。第二個(gè)原因是：商家一般都開(kāi)始把重點(diǎn)更多放在贏得顧客而不是保持顧客上。第三個(gè)原因是：一些吵鬧的、失望的沒(méi)有耐心的購(gòu)買者經(jīng)常惹惱店主。由此可判定［C］項(xiàng)是原因，［A］項(xiàng)將原文中的個(gè)別現(xiàn)象變成了經(jīng)常出現(xiàn)的普遍現(xiàn)象，與事實(shí)不符。［B］項(xiàng)文中未提。文中強(qiáng)調(diào)的原因是商家沒(méi)有重視保持顧客，［D］與文意不符。

　　3.在過(guò)去五年里渥太華的優(yōu)化商務(wù)局有什么改變？

　�。跘］ 效率更高。 ［B］ 官僚作風(fēng)減少。

　�。跜］ 更多的務(wù)業(yè)。 ［D］ 更好的職員。

　�。劬�解�� 答案C 本題考查事實(shí)細(xì)節(jié)。第三段首句提到，渥太華的優(yōu)化商務(wù)局在一周之內(nèi)收到的投訴數(shù)量是五年前的兩倍。該局的投訴顧問(wèn)也由那時(shí)的一個(gè)變成了四個(gè)。投訴多了，業(yè)務(wù)自然更繁忙了，因此［C］項(xiàng)正確。其他項(xiàng)文中未提到。

　　4.年輕的職員缺乏人際間交往技巧主要是因?yàn)樗麄?mdash;—。

　�。跘］ 擅長(zhǎng)與機(jī)器而非人打交道 ［B］ 在家沒(méi)有接受簡(jiǎn)單的禮儀訓(xùn)練

　�。跜］ 成為代與代之間變化的受害者［D］ 將零售視為臨時(shí)的工作

　�。劬�解�� 答案A 本題考查事實(shí)細(xì)節(jié)。第四段首句提到一種普遍存在的觀念，即服務(wù)成了代與代之間變化的受害者。接下來(lái)的內(nèi)容對(duì)該句進(jìn)行了闡述：年輕人將零售視為跳板性質(zhì)的工作；缺少知識(shí)和禮貌；年輕人成長(zhǎng)過(guò)程中大多和機(jī)器交流。該段比較后一句作者借用商家的抱怨，指出他們?nèi)鄙偃穗H間的交際技能�？梢�(jiàn)，只有［A］項(xiàng)與年輕職員人際交流能力差相關(guān)，且是直接原因。其他項(xiàng)是年輕人其他方面的表現(xiàn)。

　　5.作者看待商業(yè)和劣質(zhì)服務(wù)的態(tài)度是——。

　　［A］ 攻擊的 ［B］ 理解的 ［C］ 懊悔的 ［D］ 警告的

　�。劬�解�� 答案D本題考查作者態(tài)度。文中作者主要描述了劣質(zhì)服務(wù)的存在及分析其原因。在比較后一段里，作者用與商業(yè)部門(mén)和服務(wù)行業(yè)對(duì)話的口吻說(shuō)到，顧客真正想要的是一個(gè)接近的機(jī)會(huì)。如果顧客得不到他們想要的服務(wù)，他們就會(huì)跑掉�？梢�(jiàn)，作者是在警告并呼吁服務(wù)行業(yè)找出其問(wèn)題根源所在以便改善服務(wù)。［D］項(xiàng)是其正確的態(tài)度。其他項(xiàng)都不恰當(dāng)。

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