湖北省2017届高三英语二轮复习 第3模块 阅读理解 模块综述（课件）
<p> 第三模块</p><p> │ 题型探究</p><p> <span word="Aiming">Aiming</span> <span word="for">for</span> <span word="customer">customer</span> <span word="delight">delight</span> <span word="is">is</span> <span word="all">all</span> <span word="very">very</span> <span word="well">well</span>，<span word="but">but</span> <span word="if">if</span> <span word="services">services</span> <span word="do">do</span> <span word="not">not</span> <span word="reach">reach</span> <span word="the">the</span> <span word="high">high</span> <span word="level">level</span> <span word="promised">promised</span>，<span word="disappointment">disappointment</span> <span word="or">or</span> <span word="worse">worse</span> <span word="will">will</span> <span word="be">be</span> <span word="the">the</span> <span word="result">result</span>.<span word="This">This</span> <span word="can">can</span> <span word="be">be</span> <span word="eased">eased</span> <span word="by">by</span> <span word="offering">offering</span> <span word="an">an</span> <span word="apology">apology</span> <span word="and">and</span> <span word="an">an</span> <span word="explanation">explanation</span> <span word="of">of</span> <span word="why">why</span> <span word="the">the</span> <span word="service">service</span> <span word="did">did</span> <span word="not">not</span> <span word="meet">meet</span> <span word="usual">usual</span> <span word="standards">standards</span> <span word="with">with</span> <span word="empathy">empathy</span> (<span word="for">for</span> <span word="example">example</span>，“<span word="I">I</span> <span word="know">know</span> <span word="how">how</span> <span word="you">you</span> <span word="must">must</span> <span word="feel">feel</span>”)，<span word="and">and</span> <span word="possible">possible</span> <span word="solutions">solutions</span> (<span word="replacement">replacement</span>，<span word="compensation">compensation</span> <span word="or">or</span> <span word="whatever">whatever</span> <span word="fairness">fairness</span> <span word="suggests">suggests</span> <span word="best">best</span> <span word="meets">meets</span> <span word="the">the</span> <span word="case">case</span>)． <span word="Airlines">Airlines</span> <span word="face">face</span> <span word="some">some</span> <span word="of">of</span> <span word="the">the</span> <span word="toughest">toughest</span> <span word="challenges">challenges</span> <span word="over">over</span> <span word="customer">customer</span> <span word="care">care</span>.<span word="Fierce">Fierce</span> <span word="competition">competition</span> <span word="has">has</span> <span word="convinced">convinced</span> <span word="them">them</span> <span word="that">that</span> <span word="delighting">delighting</span> <span word="passengers">passengers</span> <span word="is">is</span> <span word="an">an</span> <span word="important">important</span> <span word="marketing">marketing</span> <span word="tool">tool</span>，<span word="while">while</span> <span word="there">there</span> <span word="is">is</span> <span word="great">great</span> <span word="potential">potential</span> <span word="for">for</span> <span word="customer">customer</span> <span word="anger">anger</span> <span word="over">over</span> <span word="delays">delays</span> <span word="caused">caused</span> <span word="by">by</span> <span word="weather">weather</span>, <span word="unclaimed">unclaimed</span> <span word="luggage">luggage</span> <span word="and">and</span> <span word="technical">technical</span> <span word="problems">problems</span>. 第三模块</p><p> │ 题型探究</p><p> <span word="For">For</span> <span word="British">British</span> <span word="Airways">Airways</span> <span word="staff">staff</span>，<span word="a">a</span> <span word="winning">winning</span> <span word="telephone">telephone</span> <span word="style">style</span> <span word="is">is</span> <span word="considered">considered</span> <span word="vital">vital</span> <span word="in">in</span> <span word="handling">handling</span> <span word="the">the</span> <span word="large">large</span> <span word="volume">volume</span> <span word="of">of</span> <span word="calls">calls</span> <span word="about">about</span> <span word="bookings">bookings</span> <span word="and">and</span> <span word="flight">flight</span> <span word="times">times</span>.<span word="They">They</span> <span word="are">are</span> <span word="trained">trained</span> <span word="to">to</span> <span word="answer">answer</span> <span word="quickly">quickly</span>，<span word="with">with</span> <span word="their">their</span> <span word="name">name</span>，<span word="job">job</span> <span word="title">title</span> <span word="and">and</span> <span word="a">a</span> “<span word="we">we</span> <span word="are">are</span> <span word="here">here</span> <span word="to">to</span> <span word="help">help</span>” <span word="attitude">attitude</span>.<span word="The">The</span> <span word="company">company</span> <span word="has">has</span> <span word="invested">invested</span> <span word="heavily">heavily</span> <span word="in">in</span> <span word="information">information</span> <span word="technology">technology</span> <span word="to">to</span> <span word="make">make</span> <span word="sure">sure</span> <span word="that">that</span> <span word="information">information</span> <span word="is">is</span> <span word="available">available</span> <span word="instantly">instantly</span> <span word="on">on</span> <span word="screen">screen</span>. <span word="British">British</span> <span word="Airways">Airways</span> <span word="also">also</span> <span word="says">says</span> <span word="its">its</span> <span word="customer">customer</span> <span word="care">care</span> <span word="policies">policies</span> <span word="are">are</span> <span word="applied">applied</span> <span word="within">within</span> <span word="the">the</span> <span word="company">company</span> <span word="and">and</span> <span word="staff">staff</span> <span word="are">are</span> <span word="taught">taught</span> <span word="to">to</span> <span word="regard">regard</span> <span word="each">each</span> <span word="other">other</span> <span word="as">as</span> <span word="customers">customers</span> <span word="requiring">requiring</span> <span word="the">the</span> <span word="highest">highest</span> <span word="standards">standards</span> <span word="of">of</span> <span word="service">service</span>. 第三模块</p><p> │ 题型探究</p><p> <span word="Customer">Customer</span> <span word="care">care</span> <span word="is">is</span> <span word="obviously">obviously</span> <span word="here">here</span> <span word="to">to</span> <span word="stay">stay</span> <span word="and">and</span> <span word="it">it</span> <span word="would">would</span> <span word="be">be</span> <span word="a">a</span> <span word="foolish">foolish</span> <span word="company">company</span> <span word="that">that</span> <span word="used">used</span> <span word="slogans">slogans</span> <span word="such">such</span> <span word="as">as</span> “<span word="we">we</span> <span word="do">do</span> <span word="as">as</span> <span word="we">we</span> <span word="please">please</span>”．<span word="On">On</span> <span word="the">the</span> <span word="other">other</span> <span word="hand">hand</span>，<span word="the">the</span> <span word="more">more</span> <span word="customers">customers</span> <span word="are">are</span> <span word="promised">promised</span>，<span word="the">the</span> <span word="greater">greater</span> <span word="the">the</span> <span word="risk">risk</span> <span word="of">of</span> <span word="disappointment">disappointment</span>. ()1.<span word="The">The</span> <span word="writer">writer</span> <span word="mentions">mentions</span> “<span word="phone">phone</span> <span word="rage">rage</span>”(<span word="Paragraph">Paragraph</span> 3)<span word="to">to</span> <span word="show">show</span> <span word="that">that</span> ________. <span word="A">A</span>．<span word="customers">customers</span> <span word="often">often</span> <span word="use">use</span> <span word="phones">phones</span> <span word="to">to</span> <span word="express">express</span> <span word="their">their</span> <span word="anger">anger</span></p>
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