An inflexible attitude might just be the enemy of great customer service. The story from Sainsbury’s supermarket proves that they know how to take care of customers, and it also highlights how your support team should spot great opportunities to do things that are out of ordinary.
Lily Robinson, who insists that she is three and a half years old, was quite confused by one of Sainsbury’s products called tiger bread. In her eyes, the bread didn’t look like a tiger at all, and in fact looked very much like a giraffe. With a little assistance from mom and dad, Lily Robinson wrote a letter to Sainsbury’s Customer Service Department, suggesting that the bread should be called giraffe bread.
To her surprise, customer support manager Chris King told her that he couldn’t agree more. He wrote, “I think renaming tiger bread giraffe bread is a brilliant idea. It looks much more like the blotches(斑点) on a giraffe than the stripes(条纹) on a tiger, doesn’t it? The first baker who made it a long time ago thought it looked like a stripy tiger. Maybe he was a bit silly.” He included a ￡3 gift card, and signed the letter with Chris King.
Lily’s mom enjoyed the letter and ended up posting it on her blog. Before long, the cute correspondence(信件) became a hit, and it caused much pressure for Sainsbury’s.
Knowing the customer was certainly right in this case and spotting an unusual opportunity to do something fun, Sainsbury’s_has_now_given_in_to_popular_demand,_with putting signs around their stores that give a humorous nod to Lily’s original idea, “We should express our sincere thanks to one of our customers for her clever suggestion. Don’t worry. The recipe hasn’t changed and the bread still tastes as great as ever.”
Sainsbury’s says that Chris King has left the company and returned to university to study to be a primary school teacher.
【解题导语】 小女孩Lily写信建议Sainsbury’s超市的老虎面包更名为长颈鹿面包，公司客户经理Chris King积极回应，展现了其在客户服务方面的优良作风。
1．What can we infer about Sainsbury’s according to the passage?
A．It is a wonderful bread company.
B．It respects customers and is creative.
C．It is on the top of the supermarket industry.
D．It usually has disagreements with customers.
B 解析：推理判断题。根据第一段的The story from Sainsbury’s...out of ordinary.及下文的内容可知，该公司尊重顾客且富有创意。
2．What is Chris King’s attitude towards Lily’s letter?
A．Indifferent. B．Puzzled.
C．Cautious. D．Favorable.
D 解析：观点态度题。根据第三段的第一句和第二句话可知，Chris King赞成Lily的意见，认为她的建议很不错。
3．What does the underlined sentence in the last but one paragraph mean?
A．The giraffe bread is in great demand now.
B．Sainsbury’s has changed the name of the bread.
C．Sainsbury’s became very popular on the Internet.
D．The customers of Sainsbury’s called for better service.
B 解析：句意理解题。根据倒数第二段的...with putting signs...as great as ever.可知，Sainsbury’s超市采纳了Lily的建议，现在已经给老虎面包更名了。
4．What can be the best title for the passage?
A．The New Tiger Bread of Sainsbury’s
B．A Little Girl and a Customer Support Manager
C．Sainsbury’s Takes Advice from a 3yearold Girl
D．Sainsbury’s Becomes Famous Overnight for Bread
C 解析：标题归纳题。文章主要讲述了Sainsbury’s超市由于一个三岁半的小女孩的建议而将其老虎面包更名为长颈鹿面包的故事。
