第二节：完形填空(共20小题；每小题1分，满分20分)

Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest __21__ out of our Polynesian Village resort(度假胜地) at Walt Disney was asked how she __22__ her visit. She told the front-desk clerk she had had a(n) __23__ vacation, but was heartbroken about __24__ several rolls of Kodak color film(柯达胶卷) she had not yet __25__. At that moment she was particularly __26__ over the loss of the pictures she had shot at our Polynesian Luau, __27__ this was a memory she especially treasured.

Now, please understand that we have no written service rules __28__ lost photos in the park. __29__, the clerk at the front desk __30__  Disney’s idea of caring for our __31__. She asked the woman to leave her a couple rolls of __32__ film, promising she would try her best to make up for her loss.

Two weeks later the guest received a __33__ at her home. In it were photos of all the actors of our show, __34__ signed by each performer. There were also __35__ of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own __36__ after work. I happened to know this __37__ because this guest wrote us a letter. She said that __38__ in her life had she received such good service from any business.

Excellent __39__ does not come from policy(政策性的) handbooks. It comes from people who __40__ —and from a culture that encourages and models that attitude.

21A. working           B. checking    C. trying     D. staying

22A. expected       B. realized     C. paid      D. enjoyed

23A.disappointing        B. wonderful C. uncomfortable   D. important

24A. taking       B. dropping   C. losing        D. breaking

25A. developed     B. taken      C. washed      D. produced

26A. silly         B. nervous     C. calm       D. sad

27A. when        B. where        C. as         D. which

28A. covering       B. finding      C. making      D. keeping

29A. Excitedly      B. Fortunately C. Therefore D. Quietly

30A. understood    B. reminded   C. trusted       D. discovered

31A. workers           B. guests        C. managers   D. clerks

32A. printed     B. shot      C. unused      D. recorded

33A. film         B. card      C. camera      D. packet

34A. frequently     B. personally  C. alone       D. actually

35A. rules        B. pictures    C. handbooks        D. performances

36A. case          B. work     C. time      D. position

37A. story        B. place     C. photo           D. show  

38A. only         B. almost       C. never           D. nearly

39A. advice      B. experience        C. quality      D. service

40A. care          B. serve     C. like       D. know