11．I have had just about enough of being treated like a second-class citizen，simply because I happen to be that put-upon（被欺騙的） 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 that things are being run merely to suit the firm，the system，or the union．There seems to be an deceptive（欺騙的） 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 equip all the service grilles（窗口） or checkout counters？Surely in these days of high unemployment it must be possible to hire cashiers and counter staff．Yet supermarkets claim that bringing all their cash registers into operation at any time would increase expenses．And the Post Office says we cannot expect all their service counters 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"and replaced by coin-eating machines which offer everything from beer to medicine．Not to mention the creeping threat of the tea-making set 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 service，this growing attitude that the customer is always a nuisance（令人討厭的事物）？I angrily hope so because it is happening，sadly，in all walks of life．
Our only hope is to hammer home（盡力讓人理解） our anger whenever and wherever we can and，if all else fails，bring back into practice the other，older slogan----Take Our Custom（買賣） Elsewhere．
59．The writer argues that the quality of service is changing becauseB．
A．customers'demands have greatly changed
B．the staff receive more consideration than customers
C．customers'needs have become more complex
D．the staff are less considerate than their employers
60．According to the writer，long queues at counters are caused byD．
A．not enough staffing arrangement
B．difficulties in hiring more efficient staff
C．lack of cooperation between staff members
D．employing too few people to work on purpose
61．The old-style hotel porters disappeared mainly becauseD．
A．few people are willing to do that kind of job
B．machines are more reliable than human being
C．the personal touch is no longer appreciated
D．machines have provided cheaper alternatives
62．The writer suggests that a customerD．
A．be patient when queuing before checkout counters
B．put up with the rude manners of the staff
C．try to control his temper when ill-treated
D．go to other places where good service is available．
分析 作者認為在當代，我們?nèi)ハM時受到的服務(wù)是差勁的，顧客是被欺騙的，是受害者．組織往往考慮他們自己的利益．這讓人憤怒．顧客的消費與服務(wù)應(yīng)該是雙向的，當沒有得到相應(yīng)好的服務(wù)時，我們應(yīng)當?shù)絼e的地方享受服務(wù)．
解答 59．B 理解判斷題．由第二段中作者所舉出的例子have you queued for what seems like hours at the Post Office or the supermarket because there were not enough staff on duty to equip all the service grilles（窗口） or checkout counters？，顧客等待在郵局或超市，因為沒有足夠的值班人員，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食堂為了服務(wù)員提前關(guān)閉等，可看出員工得到的考慮要多于顧客，故選B．
60．D．細節(jié)理解題．由第二段 you queued for what seems like hours at the Post Office or the supermarket because there was not enough staff on duty to manage all the service grilles or checkout counters，可知作者認為郵局和超市排長隊因為沒有足夠的值班人員管理所有服務(wù)臺或結(jié)帳柜臺．故選D．
61．D．理解判斷題．由最后一段if all else fails，bring back into practice that other，older slogan---Take Our Deal Elsewhere，如果其他都失敗了，那就把它帶回另一個更古老的口號---我們的交易．可知作者認為顧客的消費與服務(wù)是雙向的，當沒有得到相應(yīng)好的服務(wù)時，我們可以到別的地方享受服務(wù)．故選D．
62．D 細節(jié)題．根據(jù)文章最后一段內(nèi)容，Can it be stopped，this worsening service，this growing attitude that the customer is always a nuisance（令人討厭的事物）？I angrily hope so because it is happening，sadly，in all walks of life．Our only hope is to hammer home（盡力讓人理解） our anger whenever and wherever we can and，if all else fails，bring back into practice the other，older slogan----Take Our Custom（買賣） Elsewhere．這種總是讓顧客感到討厭的事物能停止嗎？我真心的希望在這類事頻發(fā)的現(xiàn)在，這種服務(wù)差的現(xiàn)象能夠停止．作為消費者，我們唯一的愿望就是當我們遇到這種待遇的時候，別人能理解我們．但是如果最后所有的努力都沒有效果，那么就可以去別處購買你的商品吧．由此推斷，當消費者在某一處不滿意其服務(wù)時，可以到另一個服務(wù)好的地方去．結(jié)合選項，故選D
點評 本文是一個政治經(jīng)濟類閱讀理解，題目涉及多道細節(jié)理解題，做題時結(jié)合原文和題目有針對性的找出相關(guān)語句進行仔細分析，結(jié)合選項選出正確答案．推理判斷題也是要在抓住關(guān)鍵句子的基礎(chǔ)上合理的分析才能得出正確答案，切忌胡亂猜測，一定要做到有理有據(jù)．
