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 attentively 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 excuse. 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．Effects of customer complaints on business. |
| B．Tips for handling complaints from customers. |
| C．Importance of dealing with customer complaints. |
| D．Several factors resulting in customer complaints. |
The author thinks that customer complaints _____________.
| A．are easy to deal with |
| B．are sometimes beneficial |
| C．can actually be avoided |
| D．are really quite annoying |
The underlined word “authentic” in Paragraph 3 most probably means _______.
| A．believable | B．touching |
| 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 impatiently. |
What is so amazing about giving blood?
The National Blood Service, which covers all of England and North Wales, needs nearly two and a half million blood donations each year. When you give blood, you’ll be doing one of the most amazing things anybody could dream of — saving a life.
___________________________
All types of blood are needed —not just rare ones. In fact, the commoner the blood type, the more are needed. So even if your blood is one of the most common types — group O for example — you can be sure that by donating three times a year, you really are doing something amazing.
What is the donation process?
The donation will last about an hour in all. When you arrive, you will be asked a few questions about your health. Then a drop of blood will be taken and tested just to make sure you’re not anemic(贫血). If all is well, your donation will be taken.
This only takes about ten minutes, during which time 470ml of blood will be collected. Most people hardly feel a thing. After a short rest, a drink and biscuits, you’ll be up and ready to go. All equipment used in the collection of your blood is new and is never reused, so you don’t have to worry about risks to your health in the collection of your blood.
Who can become a blood donor?
Becoming a blood donor really is very simple. As long as you’re in good health and aged between 17 and 60, you can become a blood donor. If you would like more information or advice, or you want to become a blood donor, ring the donor helpline on 0845 7711. The donor helpline is open 24 hours a day — every day of the year.Which is the subtitle (副标题) of Paragraph 2?
| A．Why should you donate blood? |
| B．What should you consider before donation? |
| C．What types of blood are needed? |
| D．How many times a year can you donate blood? |
Before giving blood, you will ________.
| A．take a blood test | B．wait for one day |
| C．fill in a form | D．rest for a while |
What does the passage tell us about the donation process?
| A．It takes many hours. |
| B．It’s done on computer. |
| C．It doesn’t need equipment. |
| D．It won’t affect donors’ health. |
The purpose of the writing is to _______.
| A．introduce the National Blood Service |
| B．call on people to donate blood |
| C．show the importance of donation |
| D．remind people of the danger |
Strange Baby-Naming Laws
Germany Parents are banned by law from using last names and the names of objects and products as first names. A child’s first name must clearly indicate his or her sex, and all names must be approved by the office of vital statistics in the area in which the child was born.
Iceland The country’s naming committee consults the National Register of Persons to determine if a name is acceptable. If parents want to go off-list, they must apply for approval and pay a fee, and the name must contain only letters in the Icelandic alphabet.
New Zealand The country’s Births, Deaths, and Marriages Registration Act of 1995 prohibits parents from choosing a name that “ might cause offense to a reasonable person; is unreasonably long; or is, includes, or resembles an official title or rank,” including, apparently, Adolf Hitler and Yeah Detroit—both names recently rejected.
Denmark If Danish parents prefer a moniker not on the list of 7,000 preapproved baby names, they must get permission from local church and government officials. Fifteen to 20 percent of the 1,100 reviewed names—including creative spellings of common names, last names as first names, and unusual names—are rejected each year.You can tell whether a baby is a girl or a boy according to the first name in _____.
| A．Germany | B．New Zealand |
| C．Iceland | D．Denmark |
In Iceland, the names should _____.
| A．be approved by the office of vital statistics. |
| B．be accepted by the National Register of Persons. |
| C．contain only letters in the Roman alphabet. |
| D．be paid for some money. |
Which name is accepted in New Zealand?
| A．Bin Laden | B．Talula Does The Hula |
| C．John Smith | D．Keenan Got Lucky |
According to the passage, which of the following is true?
| A．Parents should pay a fee for babies’ names if the names are rejected. |
| B．Each year about 150-200 reviewed names are rejected in Denmark. |
| C．Adolf Hitler is banned in Iceland. |
| D．Danish babies’ names should be on the list if parents can’t get the permission. |
Arriving in Sydney on his own from India, my husband, Rashid, stayed in a hotel for a short time while looking for a house for me and our children.
During the first week of his stay, he went out one day to do some shopping. He came back in the late afternoon to discover that his suitcase was gone. He was extremely worried as the suitcase had all his important papers, including his passport.
He reported the case to the police and then sat there，lost and lonely in the strange city, thinking of the terrible troubles of getting all the paperwork organized again from a distant country while trying to settle down in a new one.
Late in the evening, the phone rang. It was a stranger. He was trying to pronounce my husband’s name and was asking him a lot of questions. Then he said they had found a pile of papers in their trash can（垃圾桶）that had been left out on the footpath.
My husband rushed to their home to find a kind family holding all his papers and documents. Their young daughter had gone to the trash can and found a pile of unfamiliar papers. Her parents had carefully sorted them out, although they had found mainly foreign addresses on most of the documents. At last they had seen a half-written letter in the pile in which my husband had given his new telephone number to a friend.
That family not only restored the important documents to us that day but also restored our faith and trust in people. We still remember their kindness and often send a warm wish their way.What did Rashid plan to do after his arrival in Sydney?
| A．Go shopping | B． Join his family |
| C．Find a house | D．Take a vacation |
The girl’s parents got Rashid’s phone number from_______.
| A．a friend of his family | B．a letter in his papers |
| C．a Sydney policeman | D．a stranger in Sydney |
What does the underlined word “restored” in the last paragraph mean?
| A．Showed | B．Sent out |
| C．Gave back | D．Delivered |
Which of the following can be the best title for the text?
| A．From India to Australia. | B．Living in a New Country. |
| C．In Search of New Friends. | D．Turning Trash to Treasure.（财富） |
Who found the pile of papers?
| A．the author himself | B．the young daughter |
| C．the author’s wife | D．the parents of the strangers |
A large number of women in Western European countries wish that they were born men. The number is said as high as 60% in West Germany.
“Women often wish that they had the same chance as men have, and believe it is still men’s world,” said Dr James Holden, one of the scientists who did the study.
Anne Harper has a very good job for an international oil company. She also believes in “Women’ s Liberation(解放)”.
“I don’t wish that I were a man,” she says, “and I don’t think many women do. But I do wish that people would stop looking down upon us women. At work, for example, we often do the work that men do but get paid less. There are still a lot of jobs that are usually the best ones and open only to men. If you’re a man, you have a much better chance of leading an exciting life. How many women pilots are there ... or engineers or scientists?”What can we learn from the first paragraph?
| A．60% women in West Germany wish that they were born men. |
| B．Most women in Western European countries wish that their babies were all boys. |
| C．60% Western European women wish that they were born men. |
| D．60% Western European women who wish that they were born men are from West Germany. |
“It is still men’s world.” means “______.”
| A．There’re more men than women in the world |
| B．There’re more men scientists or engineers than women scientists or engineers in the world |
| C．Women have not been given the same chance as men |
| D．Women cannot live without men |
Anne Harper considers that women should ______.
| A．be well paid | B．live a better life than men |
| C．be really liberated | D．get better jobs than men |
Anne Harper doesn’t wish that she were a man because she ______.
| A．has got a very good job |
| B．isn’t looked down upon by anyone |
| C．does the work that a man can’t do |
| D．believes in “Women’s Liberation” |
Which is not true about Anne Harper?
| A．Anne Harper has a very good job for an international oil company |
| B．she is one of the scientists who did the study. |
| C．She believes in “Women’ s Liberation.” |
| D．She doesn’t want to be a man. |
For Children
Museum: Children’s Museum, Sundays, 89 North Street, 67641235
Story time: Children’s Library, 106 Green Street, Wednesdays during 9:30 a.m -5:00p.m. 66599624
Sports: Soccer Club, Tuesdays and Thursdays, 16 Yangtze Road, 96725643
Basketball Club, Wednesdays and Fridays, 79071632
Cinema: New films for children, 99 Brick Road, 69001354
Useful Phone Numbers
Fast Food Restaurant: 66387901
Hospital: 68787451
Visitor Information Center: 800-120-9847
Taxi: 79210583
Visitor Hotel Information: 800-739-7302It’s Friday afternoon，you can go to _______ .
| A．visit the museum | B．play soccer |
| C．read children’s stories | D．play basketball |
If children want to watch new films，they should go to ________.
| A．16 Yangtze Road | B．99 Brick Road |
| C．106 Green Street | D．89 North Main Street |
If you dial 66387901，you can __________.
| A．order fast food in a restaurant |
| B．do some shopping |
| C．have a good story time |
| D．ask for some hotel information |
Lily’s father is ill．She should dial ________.
| A．800-120-9847 | B．79210583 | C．6878745l | D．96725643 |
You can not get any information about ________ from the two notices．
| A．looking for a hotel | B．eating fast food |
| C．doing eye exercises | D．taking a taxi |