TASK DEFINITION: In this task, you're given an article and an answer. Your task is to generate the question for the answer based on the given article.
PROBLEM: Article: Is it wrong to use someone else's wireless(Wi-Fi) connection?Just recently,a man was arrested for doing just that.At that time,he was sitting in the street with a laptop and using an unsecured wireless connection to surf the Net.What do you think about this topic?Listen to the following different views on it. For a start,if someone is using your Internet service or downloading,this will affect your speed of access or download limit.Also,it's bad for Internet service providers.They will suffer in the long run because fewer people will pay for an Internet service if they know they can get it for free.And finally,just imagine this:what if the person who is stealing your Internet connection is involved in an illegal activity?I think the police are totally right to arrest these criminals. --by Sandra Wilkins Basically,if the person who paid for the service still has everything they paid for,what's the problem?It's just like using the light from streetlamps to read your book,or watching someone else's firework display.It's not stealing. Also,if you leave your wireless connection unsecured,then it is your own fault if someone else uses it.Just as you wouldn't leave your front door unlocked,or your car door open,neither should you leave your wireless connection open.By leaving your wireless connection open,you are inviting people to use it.Securing your wireless connection is as easy as clicking a few settings on your router .And finally,haven't the police got more important crimes to solve?They're always saying how they haven't got the manpower to solve real issues.But this is just ridiculous . --by James Hoarley 
 Answer: He thinks it is unacceptable.

SOLUTION: What does Sandra Wilkins think of people using others' Internet service?

PROBLEM: Article: 1 Day Fly-Fly Aboriginal Rock Tour Tour Details Operator: Adventure North Australia Destination: Cooktown Departs From: Cairns Tour Description Voted as one of Australia's Must-Do-Experiences. Treat yourself to an amazing day out with Aboriginal Elder Willie Gordon. Depart Cairns Domestic Airport for the Skytrans Flight to Cooktown. Flight departs Cairns at 6:45 a.m. Enjoy a 45-minute flight with wonderful views from Cairns to Cooktown as you fly along the coast between the World Heritage rainforest and the Great Barrier Reef. On arrival in Cooktown you will be met by Willie Gordon, the traditional storyteller of the Nugal-warra clan . Willie Gordon takes guests to his ancestral rock art sites, set high in the hills above Hope Vale, outside Cooktown. Here he shares the stories behind the art, and explains how the paintings speak of the most basic and important quality of life and the knowledge of his people. The tour takes you through an impressive view of six rock art sites, including an ancestral Birth Cave and the Reconciliation Cave. This includes a 30-minute bush walk on generally easy terrian . (Covered closed-on shoes must be worn.) Return to Cooktown at 1:15 p.m. where Willie will take you to the Nature Power House Museum, Cooktown's Visitor Information Centre. Lunch is included at the Verhandah Cafe. The rest of the afternoon is free to explore historical Cooktown before your transfer to Cooktown airport and return flight to Cairns. Flight arrives at Cairns Domestic Airport at 6:40 p.m. Own arrangements on arrival in Cairns. Prices Adults: $ 549.00 Children: $ 390.00 Families(2 adults and 2 children): $ 1,869.00 
 Answer: By train.

SOLUTION: According to the passage, how will tourists arrive in Cooktown?

PROBLEM: Article: In the more and more competitive service industry,it is no longer enough to promise customer satisfaction.Today,customer "delight" is what companies are trying to achieve in order to keep and increase market share. It is accepted in the marketing industry,and confirmed by a number of researches,that customers receiving good service will promote business by telling up to 12 other people;those treated badly will tell their tales of woe to up to 20 people.Interestingly,80 percent of people who feel their complaints are handled fairly will stay loyal. New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet.For example,many companies now have to invest a lot of money in information technology and staff training in order to cope with the "phone rage"--caused by delays in answering calls,being cut off in mid-conversation or left waiting for long periods. "Many people do not like talking to machines,"says Dr.Storey,Senior Lecturer in Marketing at City University Business School."Banks,for example,encourage staff at call centers to use customer data to establish instant and good relationship with them.The aim is to make the customer feel they know you and that you can trust them--the sort of comfortable feelings people have during face-to-face chats with their local branch manager." Recommended ways of creating customer delight include:under-promising and over-delivering (saying that a repair will be carried out within five hours,but getting it done within two );replacing a faulty product immediately;throwing in a gift voucher as an unexpected "thank you" to regular customers;and always returning calls,even when they are complaints. Aiming for customer delight is all very well,but if services do not reach the high level promised,disappointment or worse will be the result.This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example,"I know how you must feel"),and possible solutions (replacement,compensation or whatever fairness suggests best meets the case). Airlines face some of the toughest challenges over customer care.Fierce competition has convinced them that delighting passengers is an important marketing tool,while there is great potential for customer anger over delays caused by weather,unclaimed luggage and technical problems. For British Airways staff,a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times.They are trained to answer quickly,with their name,job title and a "we are here to help" attitude.The company has invested heavily in information technology to make sure that infomation is available instantly on screen. British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service. Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please".On the other hand,the more customers are promised,the greater the risk of disappointment. 
 Answer: Promising more gifts.

SOLUTION:
What does the writer recommend to create customer delight?

