2022-2023学年湖南省湘潭市韶山实验中学高二英语上学期期末试题含解析

2022-2023学年湖南省湘潭市韶山实验中学高二英语上学期期末试题含解析一、选择题1.Inyourfuturejobs,itisyourabilityinsteadofthecollegeyougotothat

.A.counts B.works C.lasts D.affects

参考答案：A2.---Shallwegototheexhibitionortotheconcert?---________.

A.It’syouropinion

B.Idon’tmind

C.That’syourdecision

D.It’salluptoyou参考答案：D3.Hesuggested_______ameetinganditmaysuggesthe_______inourplan.A.tohold;wasinterested

B./;wasinterestedC.holding;shouldbeinterested

D.shouldhold;wasinterested参考答案：B4.Wecan’tmakeouthis______ofthearticlebecausetherearetoomanytechnicaltermsinit.A.fiction B.abstractC.claim D.principle参考答案：B【详解】考查名词辨析。句意：我们不能弄清楚他这篇文章的摘要，因为里面有太多的术语。A.fiction虚构类文学作品；B.abstract摘要；C.claim声称；D.principle原则。由“article”可知，abstract“摘要”符合句意。故B选项正确。5.Withthe______ofmakingafortune,manyChinesewenttoAustraliainthe19thcenturytowashsandforgold.A.pleasure

B.intention

C.approach

D.pattern参考答案：B6.Maryisilltoday.Ifshe_____,she____absentfromschool.

A.werenotill;wouldn'tbe

B.hadbeenill;wouldn'thavebeen

C.hadbeenill;shouldhavebeen

D.hadn'tbeenill;couldbe参考答案：A7.—Howdoyoufindthisnewmovie?—It's________interestingthanexpected.A.agreatdealmuch

B.agreatdealofmoreC.agreatdealofmuch D.agreatdealmore参考答案：D8.Thetwogirlsgotonwellwitheachother,eventhoughitwasthefirsttimethey

.A.havemet

B.met

C.hadmet

D.meet参考答案：C考查固定句式。句意：这两个女孩相处得很好，尽管这是她们第一次见面。固定句式：Itwasthefirst（second---）timethat主语+过去完成时态---，故答案为C。【点睛】1.Itisthefirst(second---)timethat主语+现在完成时态+其他。意思是：第几次做某事了。如果把is改成was，则后面用过去完成时态。It’sthethirdtimethatIhavecometotheSummerPalace.这是我第三次来到颐和园。2.It’s(high)timethat主语+一般过去时态+其他。现在是该做某事的时间了。It’shightimethatwehadlunch.现在是我们该吃午饭的时间了。3.Itis/hasbeen+一段时间+since主语+一般过去时态+---。自从---有多长时间了。在这个句型中since引导时间状语从句，从句用一般过去时态，分两种情况：（1）如果从句的动词是终止性动词leave/come/---，则表示“从动作开始到现在多长时间了。”Itisthreeyearssincehebegantosmoke.他已经吸烟三年了。（2）如果从句的动词是持续性动词stay/smoke/live---，则表示“从动作结束到现在多长时间了”。Itisthreeyearssincehesmoked.他戒烟三年了。9.Moststudentshavelittledifficulty________collegelife.

A.toadapt

B.adapting

C.adaptingto

D.adaptedto参考答案：C略10.Butforyouradvice,I______intotrouble.A.wouldget

B.got

C.mighthavegot

D.shouldget参考答案：C11.Ifweatherpermits,we’llgoonahikeinthemountain.Butif______,______.A.not,not B.no,no C.not,no D.no,not

参考答案：A考查省略句。句意：如果天气允许，我们去山里远足。但是如果天气不允许，我们就不去。这句话完整的是：Ifweatherdoesnotpermit,we’llnotgoonahikeinthemountain.省略重复的部分，剩下ifnot，not.。故选A。12.Manyofthemhave______giftforridingwildhorseandcanwinthousandsofdollarsinprize.A./

B.an

C.a

D.the参考答案：C略13.Itissaidthat________toclassicmusicmaybehelpfulinimprovingteenagers’taste.A.exposed

B.exposing

C.beingexposed

D.havingexposed参考答案：C略14.The18collegestudentsinFudanUniversityshould

showtheirgreatestrespecttotheirhero—ZhangNinghaiinsteadofbeingcoldandunfeeling.A.ly B.slightly C.fluently D.painfully参考答案：A15.Peoplehavethebelief______factoriesshouldproducefewerthingsfromrawmaterials,______thesupplyisgrowingsmallerandsmaller.A.which;that

B.which;which

C.that;whose

D.that;ofwhich参考答案：D16.Ishehonest?Ifind____hardtobelievewhathesaid.A.one

B.it

C./

D.that参考答案：B17.Mr.SmithwasverysadtofindtheTVsethehadhad______wentwrongagain.A.toberepaired

B.itrepaired

C.it

D.repaired参考答案：D考点：考查过去分词。18.——Iranintothebackofatruckyesterdayanddamagedmycarbadly.——Isupposeyou_______toofast.A.haddriven

B.drove

C.havedriven

D.weredriving参考答案：D19.Howabouttaking______shortrest?Iwanttomake_______call．

A．a；a

B．a；the

C．the；the

D．the；a

参考答案：A略二、完型填空20.Everymorning,whenI'monmywaytowork,Iseepeoplewhoarehomeless,sleepingindoorwaysandonsidewalks.They'reclearlyin___41___ofhelp.Ifeelverysadto___42___this,andmostpeoplewalkby,___43___theydon'texistanddon'tofferanyhelpatall,not___44___aword.Recently,ithasbeenextremely___45___inVancouver,Canada,whichmakesthingsvery_

___46___forthehomeless.Iusuallyarriveatmy___47___around8am.Thosehomelesspeopleintheareaaretryingto___48___incoldweather,sosometimesI'mnotsurewhetherit'sagoodideatoleavesomethingforthemwhilesleeping,asitmayget___49___.Today,I___50___someone,whoseemedtobehomeless,sittingonthesidewalk,wake.Ihadalittlebitoftime___51___Istartedwork,soIrushedoutacrossthe___52___toaskifIcouldgetanythingforhimtodrinkoreat.Hedidn'twantacoffeeorwarmdrink,___53___asoftdrink,aCola,soIwentandgotthisforhim,alongwithabanana.ThenIwentbacktomyofficeacrossthestreetto___54___abagthatIpackedwithitemslikeahat,atoothbrush,snacks,handwarmersandsoon.Ihadbeenplanningtogivethe___55___someoneinneed.I___56___backoutsidetogiveittothestranger,whowasvery___57___.Societymayfeel___58___withhomelesspeople,butwemustrememberthatthey'rejustlikeus,humanbeings,whoarejustdownontheirluckforcertain___59___.Itcouldbeyourfather,mother,brother,sisterorfriend.Ifwe___60___tohelpsomeoneinneed,wecantrulymakeourworldbetter.41.A.place

B.need

C.memory

D.praise42.A.see

B.expect

C.hear

D.understand43.A.telling

B.guessing

C.pretending

D.promising44.A.still

B.only

C.just

D.even45.A.hot

B.cold

C.cool

D.warm46.A.weak

B.obvious

C.easy

D.tough47.A.shop

B.home

C.office

D.school48.A.sleep

B.stand

C.wake

D.sit49.A.trapped

B.stolen

C.sought

D.paid50.A.spotted

B.missed

C.consulted

D.realized51.A.if

B.after

C.before

D.though52.A.bridge

B.market

C.door

D.street53.A.but

B.or

C.and

D.so54.A.wipe

B.buy

C.get

D.collect55.A.banana

B.bag

C.hat

D.snack56.A.looked

B.called

C.held

D.hurried57.A.puzzled

B.grateful

C.angry

D.sad58.A.pleased

B.dishonest

C.uncomfortable

D.helpful59.A.reasons

B.purposes

C.illnesses

D.benefits60.A.turnout

B.lookout

C.giveout

D.reachout参考答案：41.B

42.A

43.C

44.D

45.B

46.D

47.C

48.A

49.B

50.A

51.C

52.D

53.A

54.C

55.B

56.D

57.B

58.C

59.A

60.D【分析】本文是一篇记叙文。主要讲述作者对无家可归的人一直十分同情，并一直想办法帮助他们。在温哥华寒冷的一天，作者在上班路上遇到一个流浪汉，主动为他买食物，并将自己装有帽子、牙刷等物品的书包送给他。作者最后呼吁，如果我们可以帮助那些需要帮助的人，那么世界就会变得更美好。【41题详解】考查名词。in____of与四个选项搭配的含义分别是A.place替代；

B.need需要；

C.memory记忆；

D.praise称赞。根据They'reclearlyin___1___ofhelp.“显然，他们需要帮助”。故选B。【42题详解】考查动词。A.see看见；

B.expect期盼；

C.hear听见；

D.understand明白，理解。根据Ifeelverysadto___2___this,“看到这我很伤心”。故选A。【43题详解】考查动词。A.telling告诉；

B.guessing猜测；

C.pretending假装；

D.promising许诺。根据___3___theydon'texist“假装他们不存在”。故选C。【44题详解】考查副词。A.still仍然；

B.only仅仅；

C.just刚才；

D.even甚至。根据not___4___aword.“甚至连句话也不说”。故选D。【45题详解】考查形容词。A.hot热的；

B.cold冷的；

C.cool凉爽的；

D.warm温暖的。根据Recently,ithasbeenextremely___5___inVancouver,Canada“近来，加拿大的温哥华非常寒冷”。故选B。【46题详解】考查形容词。A.weak虚弱的；

B.obvious明显的；

C.easy容易的；

D.tough艰苦的，困难的。根据whichmakesthingsvery_

___6___forthehomeless.“这使得事情对于无家可归的人来说非常困难”。故选D。【47题详解】考查名词。A.shop商店；

B.home家；

C.office办公室；

D.school学校。根据Iusuallyarriveatmy___7___around8am.“我通常8点左右到达办公室”。故选C。【48题详解】考查动词。A.sleep睡觉；

B.stand站立；

C.wake醒来；

D.sit坐。根据Thosehomelesspeopleintheareaaretryingto___8___incoldweather“在这区域中的流浪者正试图在这寒冷的气候中睡觉”。故选A。【49题详解】考查动词。A.trapped诱捕，受困；

B.stolen偷；

C.sought寻找；

D.paid支付。根据sosometimesI'mnotsurewhetherit'sagoodideatoleavesomethingforthemwhilesleeping,asitmayget___9___.“因此有时我不确定在他们睡觉时给他们留下点东西是不是好主意”。故选B。【50题详解】考查动词。A.spotted发现；

B.missed错过，想念；

C.consulted咨询；

D.realized意识到。根据Today,I___10___someone,whoseemedtobehomeless“今天我认出一个看起来像流浪汉的人”。故选A。【51题详解】考查状语从句。A.if如果；

B.after在------之后；

C.before在------之前；

D.though尽管。根据Ihadalittlebitoftime___11___Istartedwork“我在开始工作前有点时间”。故选C。【52题详解】考查名词。A.bridge桥；

B.market市场；

C.door门；

D.street街道。根据soIrushedoutacrossthe___12___toaskifIcouldgetanythingforhimtodrinkoreat.“所以奔到街对面，去问他是否可以给他点吃的或喝的”。故选D。【53题详解】考查并列连词。A.but但是；

B.or或者，否则；

C.and和；

D.so所以。根据Hedidn'twantacoffeeorwarmdrink,___13___asoftdrink,aCola,“他不想要咖啡或热饮，而是软饮料可乐”。故选A。【54题详解】考查动词。A.wipe擦拭，消除；

B.buy买；

C.get得到；

D.collect收集。根据ThenIwentbacktomyofficeacrossthestreetto___14___abag“接着我回到街对面的办公室”。故选C。【55题详解】考查名词。A.banana香蕉；

B.bag包；

C.hat草帽；

D.snack甜食。根据Ihadbeenplanningtogivethe___15___someoneinneed.“我一直计划着把书包给需要的人”。故选B。【56题详解】考查动词。A.looked看；

B.called叫喊；

C.held握住；

D.hurried匆忙。根据I___16___backoutsidetogiveittothestranger,“我匆忙回到外面并把书包给了这个陌生的人”。故选D。【57题详解】考查形容词。A.puzzled困惑的；

B.grateful感激的；

C.angry生气的；

D.sad伤心的。根据whowasvery___17___.“他很感恩”。故选B。【58题详解】考查形容词。A.pleased感到高兴的；

B.dishonest不诚实的；

C.uncomfortable不舒适的；

D.helpful有益的。根据Societymayfeel___18___withhomelesspeople“社会可能对流浪汉感到不舒服”。故选C。【59题详解】考查名词。A.reasons理由；

B.purposes目的；

C.illnesses疾病；

D.benefits利益。根据butwemustrememberthatthey'rejustlikeus,humanbeings,whoarejustdownontheirluckforcertain___19___.“但我们应记住，他们和我们一样是人类，正好出于某种原因而运气不好而已”。故选A。【60题详解】考查动词词组。A.turnout结果是；

B.lookout注意，当心；

C.giveout分发，发出；

D.reachout伸出。根据Ifwe___20___tohelpsomeoneinneed,wecantrulymakeourworldbetter.“如果我们去帮助需要帮助的人，那么我们就能真正地让我们的世界更好”。故选D。【点睛】在做完形填空时一定要注意and/but/so/besides/however/furthermore/moreover/inaddition/what’smore/though等词汇、固定结构的运用。它们连接了上下文，起着承上起下的作用。像but（但是）、however（然而），表示转折，这说明前后的内容相反或相对。把握住这一点，做起题来就会得心应手。本题第13小题，根据Hedidn'twantacoffeeorwarmdrink,___13___asoftdrink,aCola,“他不想要咖啡或热饮，而是软饮料可乐”。故选A。21.IoftengotoFrancetovisitmygrandmotherwhoisverydeartome.She'snow76yearsold,soeverytimeIgoto___36___,thetwoofusareveryawarethatitmightbethe___37___timeweseeeachotherforshehascancer.LasttimeIvisitedherinDecemberof2012.Ididaseriesofshortvideo___38___aboutherlife.Iaskedherabouthergreatestmemoriesandlifelearningsofar,her___39___books,foodandstories.IlearnedalargequantityofamazingnewthingsaboutherI___40___knewbefore.Thisyear,Ididnotreallyhave___41___,onlyagreaturgeforhertoknowhowmuchsheisloved.Icookedforherandreadherstories.Beforeleaving,Iwas___42___awaytoleavesomething___43___behindbesidesthememoryofour___44___together.SoIwroteherfivedifferent___45___andgratitudenotestoletherknowhowmuchshe___46___tome,andhidthemindifferentplaceswhereIknewshewould___47___findthem.Oneunderherpillow.Anotherone___48___fromthelampcoverbywhichshereadsintheevening.Anotheronebyhertoothbrush.Oneinher___49___whichsheeagerlycheckseveryday.Andthelastoneonhercar'ssteeringwheel.Ileft___50___knowingthatthesecardswouldsurely___51___herupafterIleft.ShecalledmeasIwasdepartingforParistocatchmyplanebacktotheUSandsaid,“I___52___yourthreecards!BythetimeIdiscoveredthethirdcard,Iwaslaughingoutloud!___53___,theydidmesomuchgood.Thankyousomuch!”I___54___tomyself,knowingshestillhastwomoretogo!ItwasSunday,somy___55___wasthatshehadnotcheckedhermailboxandhadnotyetdrivenhercar!36.A.visit

B.inspect

C.search

D.expect37.A.hard

B.next

C.first

D.last38.A.appointments

B.speeches

C.interviews

D.discussions39.A.valuable

B.favorite

C.rare

D.cherished40.A.even

B.also

C.still

D.never41.A.interests

B.reasons

C.questions

D.topics42.A.lookingfor

B.dealingwith

C.makingup

D.pickingout43.A.normal

B.special

C.valuable

D.healthy44.A.sleep

B.meal

C.work

D.time45.A.love

B.freedom

C.wisdom

D.encouragement46.A.responds

B.lies

C.means

D.owes47.A.usually

B.finally

C.carelessly

D.properly48.A.showing

B.hiding

C.dropping

D.hanging49.A.mailbox

B.bag

C.office

D.garden50.A.peacefully

B.sadly

C.joyfully

D.quickly51.A.wake

B.cheer

C.pick

D.take52.A.searched

B.witnessed

C.harvested

D.found53.A.Obviously

B.Luckily

C.Firstly

D.Personally54.A.said

B.added

C.smiled

D.turned55.A.news

B.guess

C.idea

D.plan参考答案：36.A

37.D

38.C

39.B

40.D

41.C

42.A

43.B

44.D

45.A

46.C

47.B

48.D

49.A

50.C

51.B

52.D

53.A

54.C

55.B作者经常去法国看望自己的奶奶。奶奶已经得癌症十年了，每次相见都认为是生死离别。作者通过让奶奶找卡片的方式让她开心，让她知道她是被爱的。36.Ａ考查动词。A.visit

参观；

B.inspect审查；

C.search搜寻；

D.expect期盼。她现在７６岁了，所以我每次去看她，我们都意识到这可能是最后一次了，因为她得癌症１０年了。故选Ａ。37.Ｄ考查形容词。A.hard艰苦的；

B.next下一次；

C.first

第一次；

D.last最后一次。所以我每次去看她，我们都意识到这可能是最后一次了，因为她得癌症１０年了。故选Ｄ。38.Ｃ考查名词。A.appointments约定；

B.speeches演讲；

C.interviews

面试，采访；

D.discussions讨论。关于她的生活我做了一系列的视频采访。故选Ｃ。39.Ｂ考查形容词。A.valuable有价值的；

B.favorite

最喜爱的；

C.rare罕见的；

D.cherished真爱的。我采访她时问她最喜爱的书、食物和故事。可知答案为Ｂ。40.Ｄ考查副词。A.even甚至；

B.also也；

C.still仍然；

D.never从来没有。我了解到许多我以前从来都不知道的事情。故选Ｄ。41.Ｃ考查名词。A.interests兴趣；

B.reasons理由；

C.questions

问题；

D.topics话题。今年我没有真正的问题要问，只是让她知道她是多么的被爱。故选Ｃ。42.Ａ考查动词词组。A.lookingfor寻找；

B.dealingwith处理；

C.makingup编造，构成；

D.pickingout挑选。除了我们在一起的回忆，我在寻找一种方式来留下点什么特殊的东西，故选Ａ。43.Ｂ考查形容词。A.normal正常的；

B.special特殊的；

C.valuable

有价值的；

D.healthy健康的。除了我们在一起的回忆，我在寻找一种方式来留下点什么特殊的东西，故选Ｂ。44.Ｄ考查名词。A.sleep睡觉；

B.meal餐；

C.work工作；

D.time时间。除了我们在一起的回忆，我在寻找一种方式来留下点什么特殊的东西，可知答案为Ｄ。45.Ａ考查名词。A.love爱；

B.freedom自由；

C.wisdom明智；

D.encouragement鼓励。我写了五个不同的爱和感激的便条，让她对我意味着多少，我把它们藏在不同的地方，我知道最后她会找到的。故选Ａ。46.Ｃ考查动词。A.responds回应；

B.lies

平放；

C.means

意味着；

D.owes亏欠。我写了五个不同的爱和感激的便条，让她对我意味着多少，我把它们藏在不同的地方，我知道最后她会找到的。故选Ｃ。47.Ｂ考查副词。A.usually通常；

B.finally最后；

C.carelessly粗心地；

D.properly适当地。我把它们藏在不同的地方，我知道最后她会找到的。故选Ｂ。48.Ｄ考查动词。A.showing展示；

B.hiding躲藏；

C.dropping落下；

D.hanging悬挂。一个放在枕头底下，还有一个另一个挂在灯罩，她在晚上要看书。故选Ｄ。49.Ａ考查名词。A.mailbox邮箱；

B.bag包；

C.office办公室；

D.garden花园。还有一个在邮箱里，她每天都会迫切地去核对。故选Ａ。50.Ｃ考查副词。A.peacefully和平地；

B.sadly

难过地；

C.joyfully快乐地；

D.quickly迅速地。我高兴地离开，我知道我走后这些卡片会让她高兴起来的。故选Ｃ。51.Ｂ考查动词。wakeｕｐ醒来；

cheer

ｕｐ欢呼，振奋起来；

pick

ｕｐ捡起；takeｕｐ拿起，从事。我高兴地离开，我知道我走后这些卡片会让她高兴起来的。故选Ｂ。52.Ｄ考查动词。A.searched搜寻；

B.witnessed目睹；

C.harvested收获；

D.found发现。我找到了你的三张卡片。故选Ｄ。53.Ａ考查副词。A.Obviously明显地；

B.Luckily

幸运地；

C.Firstly首先；

D.Personally就个人而言。我找到了你的三张卡片，当我找到你的第三张卡片时我就开怀大笑了。很明显，他们对我来说是非常有益的，谢谢你。故选Ａ。54.Ｃ考查动词。A.said说；

B.added增加；

C.smiled微笑；

D.turned转变。我对自己微笑，她还有两个卡片要找。故选Ｃ。55.Ｂ考查名词。A.news新闻；

B.guess猜测；

C.idea想法；

D.plan计划。到星期天，我猜她没有检查她的邮箱，她也还没有开她的车。说明这两张还没有找到。故选Ｂ。三、阅读理解22.Lastweek,PresidentBarackObamagaveaback-to-schoolspeechtostudentsattheJuliaR.MastermanLaboratoryandDemonstrationSchoolinPhiladelphia,Pennsylvania.Studentsinschoolsacrossthecountryal-sotunedintowatchthePresident'sspeechonTV.Hestressedtheimportanceoftryingnewthings,workinghardandbelievinginyourself.Whileadmittingthattimesaretoughforfamiliesacrossthecountry,Obamaremindedstudentsthathardworknowcanmeanbigsuccesslater.“Nobodygetstowriteyourdestiny(命运）butyou,”hesaid.“Yourfutureisinyourhands.Yourlifeiswhatyoumakeofit.Andnothing—lynothing—isbeyondyourreach."Obamaspokeabouthisownlife,andlessonshelearnedfromhismother,whohadtoremindhimtostayfocusedonhisstudies.Hetoldstudentstherecipe(诀窍)forsuccess:“Showinguptoschoolontime.Payingattentioninclass.Doingyourhomework.Studyingforexams.Stayingoutoftrouble.”Obamaencouragedstudentstoembrace(欣然接受)whatmakesthemdifferent.“Weshouldn'tbeem-barrassedbythethingsthatmakeusdifferent,”hesaid.“Weshouldbeproudofthem.”Healsosuggestedtakingadvantageofalloftheopportunitiesatyourschool,andalwaysbeingopentotryingnewthings.“Justbecauseyou’renotthebestatsomethingtodaydoesn'tmeanyoucan'tbetomorrow,”hesaid.“Evenifyoudon'tthinkofyourselfasamathpersonorasascienceperson—youcanstillexcelinthosesubjectsifyou'rewillingtomaketheeffort.Andyoumayfindoutyouhavetalentsyou’dneverdreamedof.”64.WhatdoesObamamainlywanttotellthestudentsinParagraph2?A.Somefamiliesareexperiencingahardtime. B.Differentpeoplehavedifferentdestinies.C.Theycancreatetheirownfuture.D.Thosewhodon'tstudyhardwillachievenothing.65.InParagraph3,Obamatriedtoencouragethestudentsby_______.A.tellinganinterestingstory B.sharingthesecrettosuccess C.tellinghisownlifeexperience D.referringtosomefamouspeople66.Obamasuggestedthestudentsshould _________.A.notstudyhardforhighmarks B.acceptthingsthatmakethemdifferentC.dowhattheyarereallyinterestedin D.notdothingswhicharedifficultforthem67.Theunderlinedphrase“excelin”inthelastpara-graphmeans“_________”.A.becarefulwith B.beattractedtoC.beinterestedin

D.begoodat参考答案：64-67CCBD23.Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer"delight"iswhatcompaniesaretryingtoachieveinordertokeepandincreasemarketshare.

Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearchers,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;thosetreatedbadlytelltalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.

NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe"phonerage"--causedbydelaysinansweringcalls,beingcutoffinmid-conversationorleftwaitingforlongperiods.

"Manypeopledonotliketalkingtomachines,"saysDr.Storey,SeniorLecturerinMarketingatCityUniversityBusinessSchool."Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem--thesortofcomfortablefeelingspeoplehaveduringface-to-facechatswiththeirlocalbranchmanager."

Recommendedwaysofcreatingcustomerdelightinclude:under-promisingandover-delivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo)replacingafaultyproductimmediately;throwinginagiftvoucher(购物礼券)asanunexpected"thankyou"toregularcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.

Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,"Iknowhowyoumustfeel"),andpossiblesolutions(replacement,compensationorwhateverfairnesssuggestsbestmeetsthecase).

Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbywe