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  3. Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest checking out of our Polynesian Village re

Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest checking out of our Polynesian Village re

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问题     Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest checking out of our Polynesian Village resort(度假胜地) at Walt Disney was asked how she【21】her visit. She told the front-desk clerk she had had a (n)【22】vacation, but was heartbroken about【23】several rolls of Kodak color film she had not yet developed. At that moment she was particularly【24】over the loss of the pictures she had shot at our Polynesian Luau, as this was a memory she especially treasured.
    Now, please understand that we have no written service rules【25】lost photos in the park.【26】,the clerk at the front desk【27】Disney’s idea of caring for our guests. She asked the woman to leave her a couple rolls of【28】film, promising she would take care of the rest of our show at Polynesian Luau. Two weeks later the guest received a【29】at her home. In it were photos of all the actors of our show,【30】signed by each performer. There were also【31】of the public procession (游行队伍)and fireworks in the park, taken by the front-desk clerk in her own【32】after work. I happened to know this【33】because this guest wrote us a letter. She said that never in her life had she received such good service from any business.
    Excellent【34】does not come from policy (政策) handbooks. It comes from people who【35】—and from a culture that encourages and models that attitude.
选项 A、advice
B、experience
C、quality
D、service
答案D
解析 A选项advice，的意思是“忠告”，B选项experience的意思是“经验”，C选项 quality的意思是“质量”，D选项service的意思是“服务”。这篇文章试图通过讲述发生在一位游客身上的不寻常的故事，来揭示迪斯尼乐园急游客所急、想游客所想的服务理念。最后一段对全文内容作了小结：“这种优质的服务不在于服务手册，而在于关心他人——和鼓励以及仿效认真为游客服务的态度的文化”。
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