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By the midnineteenth century, the term “icebox” had entered the American language, but ice was still only beginning to affect the diet of ordinary citizens in the United States. The ice trade grew with the growth of cities. Ice was used in places like hotels and hospitals, and by some forwardlooking city businessmen in fresh meat, fresh fish, and butter. After the Civil War (1861~1865 ), it also came into household use. Even before 1880, half of the ice sold in New York, Philadelphia, and Baltimore, and onethird of that sold in Boston and Chicago, went to families for their own use. This had become possible because a new household convenience, the icebox, early form of the modern refrigerator,had been invented.
Making an efficient icebox was not as easy as we might now suppose. In the early nineteenth century, people only had some simple and basic knowledge of the physics of heat. The common idea that the best icebox was one that prevented the ice from melting was of course mistaken, for it was the melting of the ice that performed the cooling. Early efforts to save ice included wrapping up the ice in blankets, which kept the ice from doing its job. Not until near the end of the nineteenth century did inventors achieve the delicate balance needed for an efficient icebox.
But as early as 1803, a Maryland farmer, Thomas Moore, had been in the correct direction. He owned a farm and used an icebox of his own design for the transportation of his butter to a market in the village of Georgetown. And there he found that customers would pass up the rapidly melting goods of his competitors to pay a higher price for his butter, still fresh and hard in neat, onepound bricks. One advantage of his icebox, Moore explained, was that farmers would no longer have to travel to market at night in order to keep their produce cool.As a result,Moore managed to earn a large sum of money.

The Origin of Refrigerators
History of the icebox
*By the mid19th century the_______ that ice had on American citizens' life was limited mainly to the diet.
*When cities grew, the ice ________ increased.
*Forwardlooking businessmen used ice to keep meat, fish and butter_______.
*After the Civil War, due to the _______ of the modern refrigerator, household use of ice became possible.
Incorrect________ about the icebox
*The icebox ________ best when the ice was prevented from melting.
*Ice should be ________ up in blankets to help do its jobs.
Thomas Moore's story
*As early as 1803, Thomas Moore knew how to use an icebox________.
*An icebox was designed by Thomas Moore to________ his butter to the market.
*Thomas Moore was very______ in his business.
科目 英语   题型 阅读填空   难度 中等
知识点: 阅读填空
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阅读下面短文,根据所读内容在表格中的空白处填入恰当的单词。
注意:每个空格只填一个单词。
Customer service refers to the way that companies behave towards their customers.It's the quality of service that determines whether the customer remains with the company. However, many a time organizations don't focus on customer relationship management, and that's what makes customers angry, which is one of the reasons why companies lose their customers.So customer service is vital and you should know how to improve it.
First of all, you need to realize how important the customers are.It's they who are the boss, and it's because of them that you get your pay checks.So do take your customers seriously.
Finding out the needs of the customers is another important customer service tip.You need to ask the customers the right kind of questions and think of the possible solutions which you can provide.Understand how they feel according to a particular situation, their body language, tone of voice and words they speak.Never make assumptions and think that you know what the customer wants.
Making customers feel they are important is an excellent way to serve them better.Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.
In addition, there are some other skills which will help you in serving your customers better.For example, once you finish solving the problem for the customer, before, ending the call, always remember to ask if there is anything else you can do for them.' End the call with a "thank you".If customers are angry, let them express their anger completely.Never interrupt or start speaking until they've finished.Once they've finished speaking, try to calm them down by apologizing.
In a word, always remember that if the customers remain happy, you'll be in business.

Title
How tocustomer service
Meaning
The way companies behave towards their customers.
Importance
The quality of service determines whether companies can
their customers.For example, bad service can result incustomers.

☆Take your customers seriously because they are your boss and the source of your income.
☆Recognize the needs of the customers.
◇Ask the customers the right kind of questions and offer
to their problems.
◇Understand customers'from a particular situation, their body language, tone of voice and words.
◇Neverthat you know the customer's needs.
☆Make customers feel they are important and treat them as individuals by using their first name and praising them.
☆Other small skills:
◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you".
◇Don't, the customer when he is speaking angrily.
◇Calm the customer down by making anafter he finishes speaking.

Stephen Covey’s book The 7 Habits of Highly Effective Peopleis very popular among business people who want to improve their careers, but its rules can be applied to any area of life. For example, Covey’s rules can be used to improve relationships between parents and children or to improve the way you manage your time.
Covey begins by discussing habits and effectiveness, and why they are both important to success. According to Covey, for an action to become a habit, you must know what to do and why should do it. However, you also must want to do it. On the other hand, effectiveness means having a balance between success and a good relationship with the people around you. In order to be successful, you must have habits that make you able to deal effectively with others and your own personal life.
Next, Covey introduces the seven habits of highly effective people. The first three habits focus on personal growth. The next three habits are about how to get along with others. The seventh habit shows how to achieve physical, emotional and mental health.
Covey includes exercises to help you analyse your life. He challenges you to decide what you want to contribute to society in your lifetime. He does this by asking you to think about what people to say about you after you die. Your answer to this question will help you make better decisions about how to spend your time. In this way, you can challenge yourself to make your dreams and ambitions come true.
The 7 Habits of Highly Effective People has the potential to really improve your life.

Introduction
This book can help you improve your career and your relationship and manage your time better.
For success
lHabits: you must know what to do and why should do it. You also must want to do it.
l .You should achieve a between success and a good relationship with the people around you.
The seven

The first three habits focus on personal . The next three habits are about how to get along with others. The seventh habit shows how to achieve physical, emotional and health.
Exercises
lThey help you your life.
lDecide what you want to make in your lifetime.
lChallenge yourself toyour dreams and ambitions.

The book has the potential to really improve your life.

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