Ⅰ. 细品味经典文章
(2020·全国Ⅲ卷)
As a businesswoman, I care deeply about my customers. But like anyone for whom you feel affection, customers can also drive you mad. They’ll come rushing in, saying their handbag’s been stolen. They’ll swear that they left it in the changing room, create havoc(混乱) and then discover it had been in their car all the time. They’ll have out half the goods in the shop, and want the only style you don’t have left in a particular colour. I do know how upset the shop staff can get, but I try to persuade them to keep smiling.
I remember the first really difficult customer we had at Covent Garden. She was displeased with absolutely everything; nothing was right and I was rather surprised that she became a “regular”. After a while, she apologized for the way she behaved at the beginning. She had split up with her husband the week before, was living in a flat by herself and since she’d found it too much to cope with (应对), she’d taken it out on other people.
That taught me a valuable lesson and I pass it on to the people who work in the market. Don’t take it personally. If a customer is rude or difficult, just think “Maybe she’s had a row with her husband. Maybe her child’s not well. ” Always water it down and don’t let your ego (自我)get in the way. If you do, you won’t be able to handle it and the whole thing develops into an unpleasant scene and that ruins everyone’s day.
