Pun

Noun a humorous use of a word or phrase which has several meanings or which sound like another word:she made a couple of dreadful      This is a well-known joke based on a pun “What’s  black and white and red   all  over   A nepaper

Verb     to make a pun

Punch

Nou      (c)a forceful hit with a fist (=closed hand) she gave him a punch lik on us in the nose e

2 U the power to be interes          on people ,I felt the performance speech presntation lacked punch DRnk  3  a cold or hot drink made by mixing fruit juices pieces of frut and often wine or other alcoholic drinks tool  4  a piece of equoce  which cuts boles in a maena by pushing a piece of met through it a ticket punch have you seen the hole puneh anghere

    Verb(t) hit 1  to hit someone or something with your FIST (=closed hand);He punched him in the stomach.2 MALY US to hit with your fingers the bugins on a telephone or the kdys on a keys on a keyboard USE TOCL make a hole in something with a spscial place.???I was just punching in some hets of ??  .This belt\’s too big .I’ll have to punch an extra hole in it.

Idioms punch sb’s lights out informal to hit someone repeatedly very hard punch the clock us to put a card into a special machine to record the times you amive at and leave work:After 17 years of punching the clock,he just disappeared one morning and was mever heard from again.

46.What does the word“pump”mean in “He ran in every five minutes to pump me about the case”?

A.Talk with   B.ask for information.    C.Listen to    D.Provide with evidence

47.When Sally says“The TV propram kept pumping out commercials”,she may be______.

A.excited   B.interested   C.annoyed   D.annoyed

48.What will the government most probably provide if it is engaged in a pump-priming program?

A.?               B.Raw materials

C.informative and significant    D.intereing and powerful

49.When Sylvia says“His speech was OK but it had no real punch”,she thinks it was not_____.

A.fluent and impressive       B.logical and moving

C.informative and significant   D.interestitng and powerful

C

In the more and more competition ????it is no longer enugh pro? Customer satisfaction.Today,customer :”delight”is w??are trying to achieve in order to keep and ??market share.

It is accepted in the marketing industry,and confirmed by a number of reserches,that customers receiving good service will promote business by telling up to 12 other people;those treated 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 sta?traming in order to cope with the “phone rage”-caused by delays in answering call,being cut off in mid-conversation or left waiting for long ?

“Many people do not like talking to machines,”days 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-delivbering (saying that a repair will be carried out within five hours,but getting it done tithin two ?replacing a faulty prodect immediately;throwing in a gift voucher (购物礼券)as an unexpected “thank you”

Reg? Customers;and always returning calls,even when they are compants.

Aiming for customer delight is all very well,but if services do not ?ach the haigh level promised,disappointment or worse will be the result.This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy (for example,”I know how you must feel”),and possible solutions (replace ment,compensation or whatever fairness suggests best meets the case).

Airlines face some of the toughtest challenges over customer care,Fierce competition has conviced them at that delighting passengers is an important marketing tool,while there is great potential for customer anger over delays ?by weathe, unclaimed luggage and technical ?

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,?their name,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.123456 www.dxs56.com

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