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. |
Recently I spoke to some of my students about what they wanted to do after they graduated, and what kind of job prospects they thought they had.
Given that I teach students who are training to be doctors, I was surprised to find that most thought that they would not be able to get the jobs they wanted without “outside help”. “What kind of help is that?” I asked, expecting them to tell me that they would need a relative or family friend to help them out.
“Surgery(外科手术)”, one replied. I was pretty alarmed by that response. It seems that the graduates of today are increasingly willing to go under the knife to get ahead of others when it comes to getting a job. One girl told me that she was considering surgery to increase her height. “They break your legs, put in special extending screws, and slowly expand the gap between the two ends of the bone as it regrows, you can get at least 5cm taller!”
At that point, I was shocked. I am short, I can’t deny that, but I don’t think I would put myself through months of agony(痛苦) just to be a few centimeters taller. I don’t even bother to wear shoes with thick soles, as I’m not trying to hide the fact that I am just not tall!
It seems to me that there is a trend toward wanting “perfection”, and that is an ideal that just does not exist in reality.
No one is born perfect, yet magazines, TV shows and movies present images of thin, tall, beautiful people as being the norm. Advertisements for slimming aids, beauty treatments and cosmetic surgery clinics fill the pages of newspapers, further creating an idea that “perfection” is a requirement, and that it must be purchased, no matter what the cost. In my opinion, skills, rather than appearance, should determine how successful a person is in his chosen career.We can know from the passage that the author works as ______.
| A．a doctor | B．a model | C．a teacher | D．a reporter |
Many graduates today turn to cosmetic surgery to______.
| A．marry a better man\woman | B．become a model |
| C．get an advantage over others in job-hunt | D．attract more admirers |
According to the passage, the author believes that ______.
| A．everyone should purchase perfection, whatever the cost |
| B．it’s right for graduates to ask for others to help them out in hunting for jobs |
| C．media are to blame for misleading young people in their seeking for surgery |
| D．it is one’s appearance instead of skills that really matters in one’s career |
What does the author think of his height?
| A．He hates to be called a short man. |
| B．He tries to increase his height through surgery. |
| C．He always wears shoes with thick soles to hide the fact. |
| D．He just accepts it as it is |
Long ago in a small town, there was a place known as the House of 1,000 Mirrors. A small, happy little dog learned of this place and decided to visit.
When he arrived, he bounced(跳) happily up the stairs to the doorway of the house. He looked through the doorway with his ears lifted high and his tail wagging as fast as it could. To his great surprise, he found himself staring at 1,000 other happy little dogs with their tails wagging just as his. He smiled a great smile, and was answered with 1,000 great smiles just as warm and friendly. As he left the house, he thought to himself, “ This is a wonderful place. I will come back and visit often.”
In this same village, another little dog, who was not quite as happy as the first one, decided to visit the house. He slowly climbed the stairs and hung his head low as he looked into the door. When he saw the 1,000 unfriendly looking dogs staring back at him, he growled at them and was horrified to see 1,000 little dogs growling back at him. As he left, he thought to himself, “This is a horrible place, and I will never go back there again.”
All the faces in the world are mirrors. What kind of reflections do you see on the faces of the people you meet? Why was the first dog surprised when he entered the house?
| A．Because he didn’t expect to see so many happy dogs. |
| B．Because he didn’t know there were 1,000 mirrors in the house. |
| C．Because he was always in a mixed mood. |
| D．Because he saw so many dogs smiling at him. |
Why did the first dog like the house?
| A．Because there were 1,000 mirrors in the house. |
| B．Because he thought he could keep himself warm in the house. |
| C．Because he liked everything presented to him. |
| D．Because he felt he was welcome here. |
The underlined word “ growl” probably means ______.
| A．make an unfriendly noise | B．smile | C．say hello | D．stare |
Which of the following is the most suitable title for the passage?
| A．A Small happy Little Dog | B．The House of 1,000 Mirrors |
| C．The Wonderful Place and the Horrible Place. | D．Two Little Dogs |
Just put your special clothes on in the morning and you could jump 3 meters into the air and even carry more than 60 kilograms without getting tired. The walk to school would be very, very easy. Such supercharged clothing is one of the products that could be created using "wearable robotics” technology.
Designed to improve a person's senses and skills, the device could be as simple as a hearing aid. Or it could be a full-body suit that senses what you're going to do, then helps you do it better.
“A superman suit would be the final result in wearable robot i cs ”，s a idFrancois Pin, head of robotics and energy systems at the Oak Ridge National Laboratory(橡树林国家实验室),US. While these suits are at least ten years away, in some areas the technology is already in use.
Researchers are developing artificial- arms and legs that allow old，disabled or injured people to move freely. Thus US Army is interested in using wearable robot legs to help soldiers run faster, carry more equipment and be stronger in battle. Jobs that involve lifting heavy loads or saving lives from the rubble of an earthquake could also become much easier.
A robot is a device that responds to a command. You're probably with simple robots, such as toy cars or airplanes that respond to buttons you push on a remote control.
Wearable robotics goes further. Instead of just receiving information through a wire or remotecontrol- the robotic device can send information back to its controller.
Suppose you wore a sleeve that has sensors where your joints are. Every time you move your arm, the sleeve senses your movements and sends the information to a robot, which then moves its arm just as you did. When the robot hits or touches something, it sends a signal back to the sleeve and you sense the action.
In this way，scientists are working to wrap the robot around the person. Their goal is to make the sleeve, shoe or suit help you do what you want to do.Which of the following can replace the underlined word “supercharged” in Paragraph One?
A, expensiveB. overchargedC. advanced D. full of electricityProducts resulting from this wearable robotics technology do not include _______.
| A．remote controls | B．hearing aids | C．wearable robot legs | D．superman suits |
From the passage, we can infer that.
| A．it will be ten years before robotic devices are in use |
| B．the wearable robotics technology has been employed in some areas |
| C．the robots in the robotic devices will do whatever you want to do |
| D．people must become lazier and less healthier in the future |
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The best-selling Reader 'a Digest travel book has 40% new content including over 200 new sites, over 200 new full-color photographs, and all-new, up-to-date maps. It spotlights over 1,000 of the United States’ most overlooked must-see destinations.
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A unique book contains 50 easy-to-follow container designs. Each design provides a simple numbered planting plan that shows exactly how to create each displaywith an instruction of the finished planter and in-depth plant information. The plans are easy to follow and for any type of living space or garden.
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Choose from 80 unique ideas to create an extraordinary living space. The projects are practical, as well as attractive, and will improve your home and yard and can be made in a weekend. These 80 well-designed projects are presented in a clear, easy-to-follow style that addresses readers in an accessible, user-friendly tone.
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Plenty of health complaints can be handled at home. Each and every remedy will be tested by a doctor to make sure it is safe and sound.
Dozens of conditions are covered, from headaches, sunburn, bad breath, and blisters(水泡）to allergies(过敏），andhiccups (打 嗝 ）.You can most probably read the passage in a _________ .
| A．newspaper | B．travel guide | C．reference book | D．textbook |
How much money could you save if you want to buy a travel book?
| A．$ 6. 46. | B．$ 10. 20. | C．$ 13. 96. | D．$ 19. 80. |
Which of the following could help you to deal with common diseases without a doctor?
| A．Off the Beaten Path | B．Container Gardens by Number |
| C．1801 Home Remedies | D．Best Weekend Projects |
What’s the purpose of the passage?
| A．To share his opinion about the books with readers. |
| B．To advise readers to read more in spare time. |
| C．To share the pleasure of reading with readers. |
| D．To advise readers to buy their books. |
Friendship can deeply affect the physical and mental health of both men and women. Studies show that people who have no friends or who are lonely, are more likely to die earlier, get sick more often and suffer greater physical wear and tear(折磨）than those who have a support system of friends.
Sometimes, family members may be more likely to give you advice or tell you what you don't want to hear. It may not be as good as a friend who will listen to you and guide you, but support your decisions anyway. The most important elements about friendship are those who suffer support and do not judge your decisions based on society.
One reason for the link between social support and good health practice seems to be that people who feel cared for by others are less stress-out and protected against the symptoms(症状）of depression and loneliness.
Generally, women benefit most because of how they deal with stress. Women are more social in how they deal with stress than men while men are more likely to have a "fight or flight” reaction. Women also tend to have larger, denser social network, in which more people know each other and help each other, while men typically have smaller groups of friends and will rely on their wives or other important people for more support. While all these affect people psychologically (心理上）, friendship brings comfort that reduces the ill effects of stress, and the sex difference also contributes to the difference in the length of one's life time.In the author's opinion, a real friend should.
| A．tell you what to do even if you refuse to hear it |
| B．try to persuade you to change your mind quickly |
| C．judge your decision according to his, her experience |
| D．give you advice but respect your own decision |
Women benefit more from friendship than men because.
| A．women are always cared for by more people than men |
| B．women are usually less stress-out when staying with others |
| C．women are more likely to solve problems with friends’ help |
| D．women can always keep more long-life friendship than men |
According to the passage we can infer that .
| A．it's good for women to tell men what they should do or not |
| B．friends are always more important than family members |
| C．men don't want to share their problems with many people |
| D．the trend that women can live longer makes them more relaxed |
This passage mainly talks about.
| A．why people should develop friendship |
| B．when friendship affects people's health |
| C．people’s different attitudes towards friendship |
| D．the friendship which can make people live longer |