治疗甲状舌管囊肿及瘘管的有效方法是（）。 A.硬化剂注射 B.手术治疗 C.激光治疗

阅读理解。

     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 researchers, that customers

receiving good service will promote business by telling up to 12 other people; those treated badly tell

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 (投资) 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 then. 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 (购物礼券) 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 solutions (replacement, compensation or whatever fairness suggests best meets the case).

     Airlines face some of the toughest challenges over customer care. Fierce competition has convinced

them at that delighting passengers is an important marketing tool, while there is great potential for

customer anger over delays caused by weather, unclaimed luggage and technical problems.

     For British Airways staff, a winning telephone style is considered vital in handling the large volume of

calls about bookings and flight times. They are trained to answer quickly, with their names, job title and

a "we are here to help" attitude. The company has invested heavily in information technology to make sure

that information is available instantly on screen.

     British Airways also says its customer care policies are applied within the company and staff are

taught to regard each other as customers requiring the highest standards of service.

Customer care is obviously here to stay and it would be a foolish company that used slogans such as

"we do as we please". On the other hand, the more customers are promised, the greater the risk of

disappointment.

1. We can learn from Paragraph 2 that _______.

A. complaining customers are hard to satisfy

B. unsatisfied customers receive better service

C .satisfied customers catch more attention

D. well-treated customers promote business

2. The writer mentions "phone rage"(Paragraph 3)to show that ________.

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more demanding

D. customers rely on their phones to obtain services

3. What does the writer recommend to create customer delight?

A. Calling customers regular.

B. Giving a "thank you "note.

C. Delivering a quicker service.

D. Promising more gifts.

4. If a manager should show his empathy (Paragraph 6), what would be probably said?

A. "I know how upset you must be."

B. "I appreciate your understanding."

C. "I'm sorry for the delay."    

D. "I know it's our fault."

5. Customer delight is important for airlines because ________.

A. their telephone style remains unchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

6. Which of the following is conveyed in this article?

A. Face-to -face service creates comfortable feelings among customers.

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for air lines then for banks.

规范化所站建设中树立的四化管理品牌是什么？

（）按照各自的职责，负责全国范围内有关的农业技术推广工作.

A.国务院农业

B.国务院林业

C.国务院水利部门

D.国务院行政管理部门

The most thoroughly studied intellectuals in the history of the New World are the ministers and political leaders of seventeenth-century New England. According to the standard history of American philosophy, nowhere else in colonial America was “so much importance attached to intellectual pursuits.” According to many books and articles, New England’s leaders established the basic themes and preoccupations of an unfolding, dominant Puritan tradition in American intellectual life.

To take this approach to the New Englanders normally means to start with the Puritans’ theological innovations and their distinctive ideas about the church—important subjects that we may not neglect. But in keeping with our examination of southern intellectual life, we may consider the original Puritans as carriers of European culture, adjusting to New World circumstances. The New England colonies were the scenes of important episodes in the pursuit of widely understood ideals of civility and virtuosity.

The early settlers of Massachusetts Bay included men of impressive education and influence in England. Besides the ninety or so learned ministers who came to Massachusetts churches in the decade after 1629, there were political leaders like John Winthrop, an educated gentleman, lawyer, and official of the Crown before he journeyed to Boston. These men wrote and published extensively, reaching both New World and Old World audiences, and giving New England an atmosphere of intellectual earnestness.

We should not forget, however, that most New Englanders were less well educated. While few crafts men or farmers, let alone dependents and servants, left literary compositions to be analyzed, it is obvious that their views were less fully intellectualized. Their thinking often had a traditional superstitious quality. A tailor named John Dane, who emigrated in the late 1630s, left an account of his reasons for leaving England that is filled with signs. Sexual confusion, economic frustrations, and religious hope—all came together in a decisive moment when he opened the Bible, told bas father that the first line he saw would settle his fate, and read the magical words: "Come out from among them, touch no unclean thing, and I will be your God and you shall be my people." One wonders what Dane thought of the careful sermons explaining the Bible that he heard in Puritan churches.

Meanwhile, many settlers had slighter religious commitments than Dane’s, as one clergyman learned in confronting folk along the coast who mocked that they had not come to the New World fur religion. "Our main end was to catch fish.

The text suggests that early settlers in New England （）

A. were mostly engaged in political activities

B. were motivated by an illusory prospect

C. came from different intellectual backgrounds

D. left few formal records for later reference

一无牙颌患者，全口义齿戴用十年。检查发现：旧义齿人工牙磨耗严重，垂直距离低，基托不密合，下颌前庭粘膜反折处及牙槽嵴舌侧粘膜处小溃疡。处理方法是（）。

A．自凝树脂加高旧义齿人工牙面

B．旧义齿基托组织面重衬

C．旧义齿基托边缘缓冲

D．重新修复，取印模

E．停戴旧义齿一周后重新修复