填空题
{{B}}How to approach Reading Test Part Six{{/B}}
· This part of the Reading
Test tests your ability to identify additional or unnecessary words in a
text.
· Most lines contain one extra word that makes the sentence
incorrect.
· Read the whole text quickly to find out what it is about. As you
read, try to identify the words that are incorrect.
· Then read the text
again, and write down the extra words. Remember there will be only one extra
word in a line, and some lines are correct.
· Read the text below
about customer service.
· In most lines there is one unnecessary
word. It is either grammatically incorrect or does not fit in with the sense of
the text. Some lines are correct.
· For each numbered line 41 - 52,
find the unnecessary word and then write the word in CAPITAL LETTERS on your
Answer Sheet.
{{B}}CUSTOMER SERVICE{{/B}}
Customer service
has become such as an important competitive
differentiator that it
really is no longer solely the responsibility of
41. a small group of
individuals staffing around a complaints desk.
42. Customer service is
included every employee's responsibility, and it
43. should be a proactive
rather than resulting a reactive strategy, Excellent
44. service wins and
keeps up customers. Service means extras - in terms
45. of product, care and
information -customised to meet for the similar
46. needs of a group of
customers. It has become so relatively complex
47. and inclusive, extending
from order planning to postsales service,
48. that a cross-functional team of
staff and managers is often one needed
49. for service delivery. Some more
things haven't changed. The three
50. 'F's of service still apply. It has yet
to be fast, flexible, and come
51. from the first person the client
contacted. However by today, the first
52. person may be a computer, and fast
now means instantaneous. Flexibility remains key to survival.