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No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
What does the passage mainly talk about?

A.Importance of dealing with customer complaints.
B.Effects of customer complaints on business.
C.Tips for handling complaints from customers.
D.Several factors resulting in customer complaints.

The author thinks that customer complaints _____________.

A.are easy to deal with B.are really quite annoying
C.can actually be avoided D.are sometimes beneficial

The underlined word “authentic” in Paragraph 3 most probably means _______.

A.touching B.believable C.attractive D.clever

According to the passage, what is the first thing you should do when facing the customer complaints?

A.Showing sincere attitude.
B.Making an honest apology.
C.Making an absolute promise.
D.Listening to the complaint attentively.
科目 英语   题型 阅读理解   难度 中等
知识点: 日常生活类阅读
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Most city parks are places where you can escape from big,ugly structures of metal and stone.The Manhattan High Line is different.Raised 25 feet above the ground,this massive metal structure once supported a rail line.The line opened in 1934 but it was hardly used after the 1960s,and much of it was torn down.However,one stretch remained in a region of Manhattan.The railway structure was ugly and everyone knew that at some time,it would have to be removed.
But the High Line was not destroyed.In fact.now the old rail line serves as one of the most peaceful places in the city.The idea to change the rail line into a park came from Joshua David and Robert Hammond.In 1999,they attended a community meeting to decide the fate of the High Line.David and Hammond were the only people at the meeting interested in saving the historical structure. Later on,when they asked railway officials to take them up to look at the High Line,they saw a mile and a half of wild flowers growing in the middle of the city,and they realized that the High Line had potential to become a park.There was growing interest in improving urban centers,and so the project quickly gathered funds for construction.
The first section of the High Line opened in 2009 and immediately became popular with tourists and locals alike.Each part of the park has a different atmosphere.Some areas are like balconies with wonderful city views.Other sections have wide lawns and walkways planted with wild flowers.Only the final section remains the way it has been for the last fifty years—a railway line overgrown with weeds.
What is the text mainly about?

A.A park. B.A train line.
C.City transport. D.A historical monument.

Which of the following is NOT true about the High Line?

A.It is above ground level. B.Only part of the line remains.
C.It is now a popular park. D.Trains still use the line.

Why did David and Hammond want to save the High Line at first?

A.They thought it would make a good park.
B.They wanted to reopen the train line.
C.They thought it had historical value.
D.They were interested in improving the city.

Why were people easily persuaded by David and Hammond’s idea?

A.They wanted to make cities nicer places.
B.They wanted to see the wild flowers too.
C.They realized the High Line was important.
D.They knew that funds were available.

We can infer from the last paragraph that the park is ______________.

A.popular with tourists B.similar to what it used to be
C.various in its design D.1ike natural countryside

When another old cave is discovered in the south of France,it is not usual news.Rather,it is art ordinary event.Such discoveries are so frequent these days that hardly anybody pays heed to them.However,when the Lascaux cave complex was discovered in 1940,the world was amazed.Painted directly on its walls were hundreds of scenes showing how people lived thousands of years ago.The scenes show people hunting animals,such as bison or wild cats.Other images show birds and,most noticeably,horses,which appear in more than 300 wall images,by far outnumbering all other animals.

Early artists drawing these animals accomplished a monumental and difficult task.They did not limit themselves to the easily accessible walls but carried their painting materials to spaces that required climbing steep walls or crawling into narrow passages in the Lascaux complex.
Unfortunately,the paintings have been exposed to the destructive action of water and temperature changes,which easily wear the images away.Because the Lascaux caves have many entrances,air movement has also damaged the images inside.
Although they are not out in the open air, where natural light would have destroyed them long ago,many of the images have been destroyed and are barely recognizable.To prevent further damage,the site was closed to tourists in 1963,23 years after it was discovered.
What can be the best title for the text?

A.Wild Animals in Art B.Hidden Prehistoric Paintings
C.Exploring Caves Respectfully D.Determining the Age of French Caves

The underlined phrase“pays heed to”in Paragraph 1 probably means _____________.

A.discovers B.watches C.notices D.buys

According to the text,which animals appear most often on the cave walls?

A.Birds B.Bison C.Horses D.Wild cats

Why was painting inside the Lascaux complex a difficult task?

A.It was completely dark inside.
B.The caves were full of wild animals.
C.Painting materials were hard to find.
D.Many painting spaces were difficult to reach.

According to the text,all of the following have caused damage to the paintings except________________.

A.temperature changes B.air movement
C.water D.tourists

Jenny found her old bicycle at the back of the garage.It was a lot smaller than she remembered.When she sat on it and put her feet on the pedals,her knees nearly touched her chin. She then asked her dad for a new bicycle.
“Well,I’m sorry,but I can’t afford a bicycle now,“said Dad.“Why don’t you work and earn some money? You can save up for a bicycle yourself.”
Jenny began to work.That day she earned five dollars for cutting the grass and ten dollars for mowing the lawn for her dad.
That night Jenny went on the computer.She wrote“Gardening and Housework—Ten dollars an hour.Call Jenny at 23 Roseville Lane.“She decorated the page with pictures of cleaning and gardening equipment.She printed it fifty times.Then she posted the pages through all the doors on her street.
That week,Jenny was very busy! Lots of people had jobs to do,but they didn’t have time to do them.So they called Jenny.Every day,Jenny rushed home from schoo1.She did her homework quickly,and then she went out to work.
At the end of the week.she had$65! She told her father.
“That’s enough for a second hand bicycle.”he said.
“Yes,but if I work for one more week,I might have enough money for a new bike,“said Jenny.“In two more weeks,I could buy a really good bicycle! I think that's what I'll do. I want to have the best bicycle in the class,because I earn it myself!”
Jenny’s dad hugged her.“I think you learned something important.We appreciate things a lot more when we earn them.When we get something without earning it,we do not realize its true value.”
What was the problem with Jenny’s old bicycle?

A.It was broken. B.It was too dirty.
C.Jenny didn't like it. D.It was too small.

Why didn’t Jenny’s dad buy her a bicycle?

A.He wanted to teach her a lesson.
B.He was too busy.
C.He had just bought Jenny a birthday present.
D.He didn’t think it was a good idea.

How much money did Jenny earn on the first day?

A.$10. B.$5. C.$65. D.$15.

How did Jenny tell her neighbors about her new business?

A.She mailed letters to them.
B.She delivered messages by hand.
C.she sent them an email.
D.She talked to all her neighbors.

We can infer from Jenny’s words at the end of the story that she was ___________.

A.pleased because she had learnt a useful lesson
B.grateful to her father for his advice
C.optimistic about making more money
D.disappointed because she couldn’t afford a new bicycle

DAVID Beckham. Cristiano Ronaldo and Rnfacl Nadal while you watch sports and admin* the players’ skills, do you ever notice how handsome the players are?
Yes, sportsmen tend to be handsome. And they haven’t only attracted the interest of the audience even scientists are now studying their good looks.
In a recent study, Erik Postma, a biologist at the University of Zurich in Switzerland, collected the headshots(头像)of 80 professional athletes from I hr 2012 Tour He France, a bicycle race held in Franco. The race, which covers 3,200 kilometers in 23 days, is often considered to In* one of the hardest endurance(耐力)events, according to The Telegraph.
Postma then asked female participants to score the cyclists’ attractiveness.judging them only based on their facial appearances. So, if a participant recognized any of the cyclists, meaning she knew how good he was at the sport, her score wouldn’t count.
After comparing all the scores with the cyclists’ performances in the 2012 race, Postma was surprised to find that the best riders were rated on average 25 percent more attractive than the worst ones. For example, one of the cyclists, Maxime Monfort , came third in terms of attractiveness and sixth in terms of performance, reported Discovery News.
But where did women get the ability to single out a good rider by simply looking at his face?
According lo Postma, evolution (进化) seems to be the answer. In ancient times, women preferred to marry strong men because they would provide good genes for their children. A man with great endurance was also able to cover long distances to hunt for food, which would allow him to better feed the family. “That’s why endurance performance was a key evolutionary factor.” Postma told Discovery News.
As you can see, it’s not that sportsmen ate more attractive themselves, women were just born to think of them that way.
Perhaps surprisingly, when Postma did the same test with male participants, he found that men actually had a quite similar view on which riders were handsome. Even
though most men aren’t aware of it. they inherited (继承) this ability from their ancient past, when it was necessary to “spot potential competitors” , explained Postma.
What did Erik Postma ask female participants to do in his study?

A.To help collect the headshots of professional cyclists from the Tour de France.
B.To pick out the cyclists whom they are familiar with or appreciate most.
C.To rate the cyclists’ attractiveness according to facial appearance.
D.To predict the cyclists ’ performances based on facial appearance.

What did Postma discover from his study?

A.The more attractive a cyclist was, the better he performed in the race.
B.Generally, a cyclist’s endurance had nothing to do with his attractiveness.
C.Attractive cyclists proved to have less endurance than those who were less attractive.
D.Those who performed best in the games were considered more attractive than those who performed worst.

What can we conclude from the last three paragraphs?

A.Women and men hold quite different views on male attractiveness.
B.Men with good looks tend to lie less popular than men with great endurance.
C.A man with great endurance appealed to women in ancient times and this remains the same today.
D.Most men don* t have the same ability as women to single out a good sportsman by simply looking at his face.

Northern Lights Tour
Located in the middle of the northern lights belt, Troms can offer some of the highest level* of northern lights activity on earth. Perhaps Tromso is the world's best place for a Northern Light? Tour.
Join one of our Northern Lights Holidays this winter. It could become one of the greatest experiences in your life.
DESTINATION Troms county. Norway.
PRICE $450 per person
WHEN 2th September until 31st March.
PICK-UP Each evening at 6PM outside your hotel.
DROP-OFF Earliest at 12AM. When we have a sighting we often stay out later, at no extra cost. t
SIZE OF GROUP Maximum 8 participants is recommended and normal, but not absolute A small group allows more freedom in terms of chasing the northern lights.
INCLUDED
-Transportation each day in a comfortable car
-A meal each day
-All necessary equipment such as snowshoes , flashlight, water-filled bottle. woolen
underwear, a warm hat, warm shoes. warm stockings, and reindeer skin In lie on. if needed.
-A guide who will do anything necessary to find the northern lights.
EXCITING CHASE
A Northern Lights Holiday means an intense and exciting chase to the coast or deep into the wild, perhaps even to the Finnish holder. Each day on a Northern Lights Tour we contact meteorologists shortly before departure to get accurate information. In order
to find out where we will have best chances to see the northern lights.
WE GUARANTEE A GREAT TRIP
The northern lights are unpredictable, but we guarantee that we’will do everything to find it. Patience is a keyword on Northern Lights Tour.
ECO-TOURISM
We offer ecologically sustainable and responsible tours Travelling in small groups is an essential part of the ecotourism concept, as small groups have lesser impact on nature and will not disturb the wildlife unnecessarily.
A small group is preffcrrd for the following reasons EXCEPT that .

A.a small group is free to run after thr northern lights
B.a small group has less effect on cost
C.a small group can serve the travel < ost
D.a small group will not disturb wildlife

The underlined word “it” refers to “”.

A.the northern lights tour B.patience
C.equipment D.the northern lights

We can infer that .

A.if tourists stay out late, they have to pay more
B.every tourist group is not sure to see the northern lights
C.every tourist group get the money back if they don’t see the northern lights
D.the northern lights can be seen every day from 20th September to 31st Marth

The passage is most likely to be taken from a(n).

A.advertisement B.news report C.science textbook D.tourist brochure

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