2012年考研英語閱讀理解精讀高分版(18)

　　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

　　［B］ naked hostility and physical violence

　　［C］ having intelligence and integrity questioned

　　［D］ being insulted and threatened

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

　　［A］ shoppers are usually strident, frustrated and impatient

　　［B］ shoppers often take businesses to court

　　［C］ businesses use new technology instead of employees

　　［D］ businesses try every means to get customers

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

　　［A］ More effective.

　　［B］ Less bureaucracy.

　　［C］ More business.

　　［D］ Better staff.

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

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

　　［B］are not trained in simple manners at home

　　［C］fall victims to generational change

　　［D］take retailing to be a temporary job

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

　　［A］attacking

　　［B］understanding

　　［C］regretting

　　［D］warning

　　1.在一個有著劣質服務的商業場所人們所受到的比較惡劣的待遇是——。

　　［A］ 漠不關心和粗魯 ［B］ 不加掩飾的惡意和身體暴力

　　［C］ 智力和正直遭到質疑 ［D］ 受到侮辱和威脅

　　［精解］ 答案B本題考查事實細節。第一段第二句提到，劣質服務是真實的生活現象，包括從漠不關心、粗俗無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重程度遞增排列。第三段提到，人們在投訴信中抱怨受到侮辱、自己的智力和正直遭到質疑、受到威脅。接著文中舉了一個例子形象地說明了顧客受到的比較糟糕的待遇。句子結構one will hear... 表示作者強調的口吻，“連……的事情也有所耳聞”。而這個例子正好是“不加掩飾的惡意甚至身體暴力”。因此［B］項是比較惡劣的待遇。

　　2.市場上出現這種不良情緒的原因之一是——。

　　［A］ 購物者經常是吵鬧的、失望的和沒有耐心的

　　［B］ 購物者經常把商家告上法庭

　　［C］ 商家使用技術替代員工

　　［D］ 商家利用各種手段來贏得顧客

　　［精解］ 答案C本題考查事實細節。第二段分析了三個原因。第一個原因是：零售商應對殘酷的競爭采用技術取代員工。第二個原因是：商家一般都開始把重點更多放在贏得顧客而不是保持顧客上。第三個原因是：一些吵鬧的、失望的沒有耐心的購買者經常惹惱店主。由此可判定［C］項是原因，［A］項將原文中的個別現象變成了經常出現的普遍現象，與事實不符。［B］項文中未提。文中強調的原因是商家沒有重視保持顧客，［D］與文意不符。

　　3.在過去五年里渥太華的優化商務局有什么改變？

　　［A］ 效率更高。 ［B］ 官僚作風減少。

　　［C］ 更多的務業。 ［D］ 更好的職員。

　　［精解］ 答案C 本題考查事實細節。第三段首句提到，渥太華的優化商務局在一周之內收到的投訴數量是五年前的兩倍。該局的投訴顧問也由那時的一個變成了四個。投訴多了，業務自然更繁忙了，因此［C］項正確。其他項文中未提到。

　　4.年輕的職員缺乏人際間交往技巧主要是因為他們——。

　　［A］ 擅長與機器而非人打交道 ［B］ 在家沒有接受簡單的禮儀訓練

　　［C］ 成為代與代之間變化的受害者［D］ 將零售視為臨時的工作

　　［精解］ 答案A 本題考查事實細節。第四段首句提到一種普遍存在的觀念，即服務成了代與代之間變化的受害者。接下來的內容對該句進行了闡述：年輕人將零售視為跳板性質的工作；缺少知識和禮貌；年輕人成長過程中大多和機器交流。該段比較后一句作者借用商家的抱怨，指出他們缺少人際間的交際技能。可見，只有［A］項與年輕職員人際交流能力差相關，且是直接原因。其他項是年輕人其他方面的表現。

　　5.作者看待商業和劣質服務的態度是——。

　　［A］ 攻擊的 ［B］ 理解的 ［C］ 懊悔的 ［D］ 警告的

　　［精解］ 答案D本題考查作者態度。文中作者主要描述了劣質服務的存在及分析其原因。在比較后一段里，作者用與商業部門和服務行業對話的口吻說到，顧客真正想要的是一個接近的機會。如果顧客得不到他們想要的服務，他們就會跑掉。可見，作者是在警告并呼吁服務行業找出其問題根源所在以便改善服務。［D］項是其正確的態度。其他項都不恰當。

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