Read the following article and select the best answer. Article: 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 challenges 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 a lot of money in information technology and staff training in order to cope with the "phone rage"--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 them--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 carried out within five hours,but getting it done within two );replacing a faulty product immediately;throwing in a gift voucher 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... Question: Customer delight is important for airlines because . - their telephone style remains unchanged - they are more likely to meet with complaints - the services cost them a lot of money - the policies can be applied to their staff
they are more likely to meet with complaints

Read the following article and select the best answer. Article: When I was in college, a man named Henry worked as a custodian in our student union building. White-haired, with a Pennsylvania Dutch accent, Henry could usually be seen in a baseball cap, a T-shirt and a pair of jeans. He was the custodian, and he was the most respected and most well-known person in the building. Everyone loved Henry, and it was because of all the implicit ways he expressed his love for everyone around him. Henry didn't have to say, "I love you." He lived his love. Henry was always excited when he met someone new, and he wanted to know everything about them. He felt it was important to do things for people he valued. And Henry seemed to value everyone he met. He brought in articles or cartoons for certain people, went out of his way to introduce people to each other, kept dozens of names and birthdays in his wallet so he could send cards, and helped students keep in touch with graduates who had written to him. He even assisted students who didn't have enough money to buy their books. Henry taught me --- and many others he supported --- how to live life to the fullest. Not by skydiving or exploring some foreign countries, but by appreciating where you are in life and valuing those around you. The funny thing is that despite all he did and taught us, Henry truly believed that he was the lucky one --- that he was the one who was gaining so much by getting to know us. But all of us who remember Henry know that we were the ones who were truly blessed. We will never forget the man who taught us that best way to say "I love you" often has little to do with the words. Question: According to the passage, working as a custodian in a college, Henry _ . - made international travels to live a full life - was a role model of how to be a caring person - was busy organizing former students' reunions - gathered plenty information about the needy students
was a role model of how to be a caring person

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Read the following article and select the best answer. Article: For good health, be sure to eat fruits and vegetables, exercise regularly and lie as seldom as possible. A researcher is hoping this advice will someday take hold, based on results of a "science of honesty" study she completed. Half of 110 participants were told to stop telling major or minor ("white") lies for 10 weeks, while the other half (the control group) was given no special instructions about lying. The 110 people ranged from ages 18 to 71 and came from both sexes and all income levels. All came to a laboratory each week to complete health and relationship questionnaires and to take a test showing the number of major and minor lies they had told that week. When those in the no-lie group told three fewer white lies than in other weeks, they complained less of headaches, tenseness, anxiety and other problems than those in the control group. In addition, they reported that their close personal relationships had improved and their social interactions had gone more smoothly. "The link was that clear," said study author Anita Kelly, a professor of psychology at the University of Notre Dame, Indiana. "Lying less was clearly associated with better health for those people." Previous research indicates that Americans average 11 lies per week, from the little white lies to save face or falsely praise others to major lies about serious matters. Kelly said her study differs from former studies because it didn't focus on how to detect a liar, but on the potential health consequences of telling lies. "People might recognize the more harmful effect lying can have on relationships, but probably don't recognize the extent to which it can cause a lot of stress," said Dr. Bryan Bruno at Lenox Hill Hospital in New York City. At the end of the study, some participants had created smart ways to avoid lying. Kelly noted that some realized they could simply tell the truth about their daily achievements rather than exaggerate , while others responded to a troubling question with another question to take the person's attention... Question: The "science of honesty" study by Anita Kelly focused on _ . - the effect lifestyles have on health. - the link between lying and health. - how to improve relationships - how to discover a liar.
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the link between lying and health.