- 閱讀理解B
題干：ForthousandsofCanadians，badserviceisneithermake-believenoramusing.Itisanaggravatingandworseningreal-lifephenomenonthatencompasses(包含）behaviorsrangingfromindifferenceandrudenesstonakedhostilityandevenphysicalviolence.Acrossthecountry,betterbusinessbureausreportalengtheninglitanyofcomplaintsaboutcontractors，cardealers,andrepairshops，movingcompanies,airlinesanddepartmentstores.Thereisalmostanadversarial(對抗的）feelingbetweenbusinessesandconsumers.Expertssaythereareseveralexplanationsforillfeelinginthemarketplace.Oneisthatcustomerservicewasanearlyandinevitablecasualtywhenretailersrespondedtobrutalcompetitionbyreplacingemployeeswithtechnologysuchas1-800numbersandvoicemail.Anotherfactoristhatbusinesseshavegenerallybeguntoplacemoreemphasisongettingcustomersthanonkeepingthem.Stillanotheristhatstrident,frustratedandimpatientshoppersvex(使生氣)shopownersandmakethemevenlesshospitable-especiallyatbusiertimesoftheyearlikeChristmas.Onbothsides,simplecourtesyhasgonebytheboard.Andforamultitudeofconsumers,servicewentwithit.TheBetterBusinessBureauatVancouvergets250complaintsaweek,twiceasmanyasfiveyearsago.Thebureauthenhadonecomplaintscounselorandnowhasfour.Peoplecomplainaboutbeinginsulted,havingtheirintelligenceandintegrityquestioned,andbeingthreatened.Onewillhearaboutpeoplebeinghauledalmostbodilyoutthedoorbysomebodysayingthingslike“Idon'thavetoserveyou！”or“Thisisprivateproperty,getoutanddon'tcomeback！”Whatcancustomersdo?Ifthebureau'sarbitration(仲裁）processfailstosettleadispute,acustomer'sonlyrecourseistosueinclaimscourt.Butbecauseofthecostsandtimeittakes，relativelyfeweverdo.Thereisalotofsupportforthenotionthatservicehas,inpart,fallenvictimtogenerationalchange.Manyyoungpeopleregardretailingasjustabead-endjobthatyou'rejustgoingtodotemporarilyonyourwaytoarealjob.Youngclerksoftenlackbothknowledgeandcivility.Employershavetotrainyoungpeopleinsimplemannersbecausethatisnotbeingdoneathome.Salespeopletoday,especiallytheyoungerones，havegrownupinatelevision-computersocietywherethey'veinteractedlargelywithmachines.Oneofthebiggestcomplaintsfrombusinessesaboutgraduatesisthelackofinter-personalskills.Whatcustomersreallywantisaccess.Theywanttogetthroughwhentheycall，theydon'twantbusysignals，theydon'twantinteractivesystemstellingthemtopushoneforthisandtwoforthattheydon'twantvoicemail.Andifcustomersdonotgetwhattheywant,theydefect.Somepeoplegobacktolocalsmallbusinesses：theAsiangreengrocer,aGreekbakerandaGreekfishmonger.Theydon'twearnametags,butonegetstoknowthem,allbyname.
題目：What customers really want is that - A 、business always emphasized themaintenance of customers.
- B 、they can directly get the service they need.
- C 、few customers will appeal to claims court.
- D 、impoliteness is a kind of bad service.
- E 、theyregard retailing as a temporary job.
- 、they have spent much time on TV and computers.
- 、shoppers are usually strident, frustrated and impatient.
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參考答案【正確答案：B】
根據題干定位到末段首句，根據首句中的access(接近……的機會），以及第二句They want to get through when they call, they don't want busy signals, 可以確定消費者真正想要的是直接獲得他們想要的服務，故B選項為正確答案。
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