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[问答题]Passage 4　　● Read the text below about customer service.　　● In most lines there is one unnecessary word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines are correct.　　● For each numbered line 41-52, find the unnecessary word and then write the word in CAPITAL LETTERS. If a line is correct write CORRECT.　　● There are two examples at the beginning (0) and (00).　　CUSTOMER SERVICE　　0. Customer service has become such as an important competitive　　00. differentiator that it really is no longer solely the responsibility of　　41. a small group of individuals staffing around a complaints desk.　　42. Customer service is included every employee’s responsibility, and it　　43. should be a proactive rather than a reactive strategy. Excellent　　44. service wins and keeps up customers. Service means extras—in terms　　45. of product, care and information—customised to meet for the similar　　46. needs of a group of customers. It has become so relatively complex　　47. and inclusive, extending from order planning to post sales service,　　48. that a cross-functional team of staff and managers is often one needed　　49. for service delivery. Some more things haven’t changed. The three　　50. “‘F’s of service still apply. It has to be fast, flexible, and come　　51. from the first person the client contacted. However by today, the first　　52. person may be a computer, and fast now means instantaneous.　　Flexibility remains key to survival. 确定

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