[简答]  阅读理解：根据文章内容，判断正误（每题10分）。TheFeelGoodFactorinCustomerService　　Achallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:　　Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.　　Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.　　Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.2.Leaveyourcustomerwithanunansweredquestionisunacceptable.3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.