2020全国卷III完形填空，话题为作者作为生意人与一百般挑剔的顾客之间的故事，以及从中得到的经验和教训--体谅他人，微笑服务。这篇文章夹叙夹议，很有代入感，理解起来难度不大。
文章第一句为简单的主谓宾句式，给出的信息很充分：我--businesswoman，care deeply about my customers. 第二句的一个But转折，就引导考生去思考和猜测下文的不同寻常的故事。
各段的主旨和具体细节：
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 havoe 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 partiular colour. I do know how upset the shop staff can get, but I try to persuade them to keep smiling 第一段综合介绍顾客与我之间的摩擦，找东西、对商品不满、抱怨等等。其中，所填入的词汇多为通过理解上下文即可捕捉的信息来确定，如customer，saying，discover，goods，smiling等，其中，swear这个词稍有难度，因为日常使用频率不是特别高。但是，此句的理解就真的很形象和深入了。They'll swear that ...他们发誓说，从这句话中可以看出，customers的难缠，也为下文的difficult做出了铺垫。
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, she'd taken it out on other people.
第二段，作者具体介绍了一名很difficult的顾客。difficult此处就是熟词生意了，可能会造成学生做题时的困扰，此处指“难以讨好的人”。这段的几个词的考查均为熟词，而且是相当简单的熟词，通过故事的叙述，考生是能够抓准大意的。可能出现的难点是be displeased with，通过构词法的解词。a regular，常客。she spilt up with her husband与丈夫离婚。
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 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.
第三段，作者的观点和态度。这也是我非常喜欢的作者的处事方式。其中，don't take it personally，能看出作者的细心和用心。
说说“体谅”吧！
作为生意人，与顾客打交道会遇到很多烦心事。我很欣赏作者的观点和她处理方式--体谅他人，多微笑，减少摩擦。这正是服务行业所应该采取的沟通方式，其实，这也是为人处世的原则。
有一种说法--“人”是互相支撑的，这告诫我们今天你的体谅会换来更多别人对你的体谅，这样的社会才是最融洽的。家人之间、朋友之间、陌生人之间，均应如此。
作为老师，我们面对的是学生，我觉得“体谅”也是双方的。不和谐的音符总是偶尔会发出声响，造成人与人之间的不和谐，究其原因，也许是我们老师的一句唠叨，也许是学生的一句抱怨。生活中我们需要“发声”，但是，请选择好倾听的对象，也理解他们的感受吧！
我时常在控制自己的情绪，面对学生的不规，尽量做到对事不对人。即使这样，也还是难免与他们摩擦成矛盾。如何做，我觉得体谅是一种最有效的心理良药，能让人摆脱不良的心境和困惑。找个让自己平稳心情的理由先说服自己吧，心情好了，做事就顺其自然地好了，轻松和愉悦就随之而来了。
幸福的关键在于自己的心境，在于自己对人对事的态度。有人说“体谅作为一种内心的愉悦体验，是获得幸福快乐的最低成本途径，我们又何乐而不为呢？”
