Soyouwanttodrawmoneyfromabank?Doityourself.Wanttofix...

问题详情：

    So you want to draw money from a bank? Do it yourself. Want to fix the Internet connection? Do it yourself. Need a boarding card for your flight? Do it yourself. In theory, companies can save money by replacing human workers with automated self-service systems, while customers gain more choices and get quicker service. Surely the expansion of self-service into more and more areas is to be welcomed?

    Not necessarily. When it is done well, self-service can do good to both companies and customers. But when done badly — who has not found themselves trapped in a series of endless touch—tone menus? In areas where self-service is only just started, this is less of a problem: angry customers can after all, always take their business elsewhere. But if every bank were to prefer self-service systems, customers would no longer be able to express their discount by voting with their feet. As a result, some banks, for example, already promise that their telephone-banking services always offer the choice of talking to a human operator. But in return for human service, many companies will simply charge more.

    Another disagreement to self-service is that while it saves companies money, it does not always save their customers’ time. In the best cases, it does, of course: checking yourself in at the airport can be quicker than queuing or making a phone call. But as more and more tasks are on to customers, they may start to hope for the days of old-fashioned service.

    All of this suggests that there are limits to how far self-service can be taken. Companies that go too far down the self-service route or to do it incorrectly are likely to find themselves being punished. Instead, a balance between self-service and traditional forms of service is necessary.

29. What advantages does the self-service technology certainly bring?

    A. Cutting the cost for the companies.

    B. Saving money for customers.

    C. Offering customers extra money.

    D. Defeating the traditional forms of service.

30. What does the writer mean by saying “customers would no longer be able to express

    their discount by voting with their feet”?

    A. Customers would be so angry that they kick and damage the machine providing

       self-service.

    B. Customers would not be able to express their anger at the bank’s service by

      leaving there.

    C. Customers would try their best to persuade the bank to stop self-service.

    D. Customers would elect some leaders to have a talk with the bank.

31. From this passage, we can see that the writer__________ the use of self-service.

    A. dislikes                         B. supports

    C. thinks highly of                                   D. makes careful judgment on

【回答】

ABD

知识点：阅读理解

题型：阅读理解