Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest___36___ out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she ___37___ her visit. She told the front-desk clerk she had had a (n) ___38___ vacation, but was heartbroken about ___39___ several rolls of Kodak color film she had not yet ___40___. At that moment she was particularly ___41___ over the loss of the pictures she had shot at our Polynesian Luau, 42___ this was a memory she especially treasured. Now, please understand that we have no written service rules___43___ lost photos in the park. 44___, the clerk at the front desk___45___ Disney’s idea of caring for our ___46___. She asked the woman to leave her a couple rolls of ___47___ film, promising she would take care of the rest of our show at Polynesian Luau. Two weeks later the guest received a ___48___at her home. In it were photos of all the actors of our show, 49___ signed by each performer. There were also ___50___ of the public procession(游行队伍)and fireworks in the park, taken by the front-desk clerk in her own ___51___ after work. I happened to know this ___52___ because this guest wrote us a letter. She said that ___53___ in her life had she received such good service from any business. Excellent ___54___ does not come from policy (政策性的)handbooks. It comes from people who ___55___ —and from a culture that encourages and models that attitude. 36. A. working B. checking C. trying D. staying 37. A. expected B. realized C. paid D. enjoyed 38. A. disappointing B. wonderful C. uncomfortable D. important 39. A. taking B. dropping C. losing D. breaking 40. A. developed B. taken C. washed D. loaded 41. A. silly B. nervous C. calm D. sad 42. A. when B. where C. as D. which 43. A. covering B. finding C. making D. keeping 44. A. Excitedly B. Fortunately C. Therefore D. Quietly 45. A. understood B. reminded C. trusted D. discovered 46. A. workers B. guests C. managers D. clerks 47. A. printed B. shot C. unused D. recorded 48. A. film B. card C. camera D. packet 49. A. frequently B. personally C. alone D. actually 50. A. rules B. pictures C. handbooks D. performances 51. A. case B. work C. time D. position 52. A. story B. place C. photo D. show 53. A. only B. almost C. never D. nearly 54. A. advice B. experience C. quality D. service 55. A. care B. serve C. like D. know |