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  3. I have had just about enough of being treated like a second-class citizen, simply because I happen to be that put-upon member of

I have had just about enough of being treated like a second-class citizen, simply because I happen to be that put-upon member of

admin2012-10-23  52
问题     I have had just about enough of being treated like a second-class citizen, simply because I happen to be that put-upon member of society--a customer. The more I go into shops and hotels, banks and post offices, railway stations, airports and the like, the more I am convinced the things are being run solely to suit the firm, the system, or the union. There seems to be a deceptive new motto for so-called "service" organizations--Staff Before Service.
    How often, for example, have you queued for what seems like hours at the Post office or the supermarket because there were not enough staff on duty to man all the service grilles or checkout counters? Sure? in these days of high unemployment it must be possible to hire cashiers and counter staff. Yet supermarkets, hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase overheads. And the Post office says we cannot expect all their service grilles to be occupied "at times when demand is low".
    It is the same with hotels. Because waiters and kitchen staff must finish when it suits them, dining rooms close earlier or menu choice is cut short. As for us guests, we just have to put up with it. There is also the nonsense of so many friendly hotel night porters having been thrown out of their jobs in the interests of "efficiency" (i. e. profits) and replaced by coin--eating machines which offer everything from lager to laxatives. Not to mention the creeping threat of the tea-making kit in your room: a kettle with a mixed collection of tea bags, plastic milk cartons and lump sugar. Who wants to wake up to a raw teabag? I do not, especially when I am paying for "service".
    Can it be stopped, this worsening of service, this growing attitude that the customer is always a nuisance? I angrily hope so because it is happening, sadly, in all walks of life.
    Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan--Take Our Custom Elsewhere.
The writer argues that the quality of service is changing because ______
选项 A、customers’ demands have radically changed.
B、services provided never become consistent.
C、the staff receive more consideration than customers.
D、the staff are less considerate than their employers.
答案C
解析 题干问：“作者说服务的质量正在改变是因为……”。正确选项为C“先考虑员工然后再考虑顾客”，在第1自然段的最后作者讲述了服务机构打出的新口号是先员工后顾客，以及在第4自然段作者再次申明商家认为顾客总是一种讨厌的东西。而选项A“顾客的要求产生根本的改变”，选项B“提供的服务从来就不能够前后一致”和选项D“员工没有他们老板体贴”都不是服务的质量正在改变的原因。
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