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．
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Title |
How to1. customer service |
|
Meaning |
The way companies behave towards their customers． |
|
Importance |
The quality of service determines whether companies can2. their customers．For example, bad service can result in3. customers． |
|
4. |
☆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 5. to their problems． ◇Understand customers'6. from a particular situation, their body language, tone of voice and words． ◇Never7. that you know the customer's needs． ☆Make customers feel they are important and treat them as individuals by using their first name and praising them8. . ☆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't9. , the customer when he is speaking angrily． ◇Calm the customer down by making an10. after he finishes speaking． |
以“Love is Needed”为题，按照以下提示写一篇英语短文。
要点：1. 世界需要爱，爱的意义； 2. 用例子加以说明；3. 我们该怎么做。
要求：1. 词数：150左右； 2. 可根据内容要点适当增加细节，以使行文连贯。
Love is Needed
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请认真阅读下列短文，并根据所读内容在文章后表格中的空格里填入一个最恰当的单词。
注意：每个空格只填1个单词。
In the United States, engineering is a profession that has been dominated historically by men. Even today, it’s still true that few women become civil or chemical or mechanical engineers, but that’s something www.EngineerGirl.org aims to change. Young women who visit the web site can find out about a great career choice they might not have considered.
“Women are very much underrepresented in engineering and in engineering education programs and then of course, down the road, in the engineering workforce. So only about 20 percent of engineering undergraduate degrees go to women, and then only about nine percent of working engineers are women.”
Mary Mattis in the National Academy of Engineering says the EngineerGirl website aims to reach young women around ages 11 through 14, when they are just getting old enough to start thinking about their futures.
“We know from the research that middle-school girls are at a critical point in their lives, and that it’s a time when we need to reach them, both with an understanding, increasing their awareness of interesting fields in engineering, what a wonderful productive and exciting career you can have as an engineer. But we also need to reach them at that time because you have to take certain courses, and you can’t start thinking about taking those courses when you’re a junior in high school.”
Engineering is a demanding course of study — there is a lot of science and mathematics, for many girls and even boys, that can be challenging. But Ms. Mattis says that the EngineerGirl website stresses that engineering can also be fun and exciting.
“It’s about designing things. It’s about changing the world for people. It’s about making a difference. And, in addition, you can make a good living; you can be independent economically by becoming an engineer. All of those things are messages that girls need to get.”
While most engineers go into traditional fields such as mechanical and electrical engineering, the EngineerGirl site also highlights unusual engineering careers in fields such as sports engineering and — believe it or not — chocolate engineering.
“There’s a section called ‘why be an engineer,’ and that talks about the many opportunities and increasingly different opportunities like with bio-engineering and environmental engineering, some fields that might appeal to girls who want to make a difference or have a meaning for their careers beyond earning an income.”Even if you are not a girl in the target age group, there’s a lot of interesting information on the site, including biographies of some notable women engineers.
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Title |
Website（1） Girls to learn Engineering |
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Present（2） for the engineering profession in the USA |
The majority of men take up the profession throughout（3） , while only a small number of women work as engineers. |
|
（4） of the website |
To make young women（5） of interesting fields in engineering and what productivity and（6） the career of being engineers can bring them. |
|
（7） of being engineers |
* It can be fun and exciting. * It can（8） the world for people. * You can make a good living. * You can gain economic（9） by becoming an engineer. |
|
Other fields concerning engineering |
Various opportunities are talked about like bio-engineering and engineering（10） to sports, and even chocolate. |
Hans was an honest fellow with a funny round good-humored face. Living alone, every day he worked in his garden. In all the countryside there was no garden so lovely as his. All sorts of flowers grew there, blooming in their proper order as the months went by, one flower taking another flower’s place, so that there were always beautiful things to see, and pleasant odors to smell.
Hans had many friends, the most devoted being the Miller. So devoted was the rich Miller to Hans that he’d never go by his garden without plucking a large bunch of flowers or a handful of sweet herbs, or filling his pockets with fruits. The Miller used to talk about noble ideas, and Hans nodded and smiled, feeling proud of having such a friend.
The neighbors thought it strange that the rich Miller never gave Hans anything in return, though he had hundreds of sacks of flour, many cows and sheep, but Hans never troubled his head about these, and nothing gave him greater pleasure than to listen to all the wonderful things about the unselfishness of true friendship.
In spring, summer, and autumn Hans was very happy, but when winter came, and he had no fruit or flowers to sell, he suffered from cold and hunger. Though extremely lonely, the Miller never came to see him then.
“There’s no good in going to see Hans while the snow lasts.” The Miller said to his wife, “When people are in trouble they shouldn’t be bothered. So I’ll wait till the spring comes when he’s happy to give me flowers.”
“You’re certainly very thoughtful,” answered his wife, “It’s quite a treat to hear you talk about friendship.”
“Couldn’t we ask Hans up here?” said their son. “I’ll give him half my meal, and show him my white rabbits.”
“How silly you are!” cried the Miller. “I really don’t know what’s the use of sending you to school. If Hans came up here, and saw our warm fire, our good supper, and our red wine, he might get envious, and envy is a most terrible thing, and would spoil anybody’s nature. I am his best friend, and I’ll always watch over him, and see that he’s not led into any temptation. Besides, if Hans came here, he might ask me for some flour. Flour is one thing, and friendship is another, and they shouldn’t be confused. The words are spelt differently, and mean quite different things. Everybody can see that.” He looked seriously at his son, who felt so ashamed that he hung his head down, and grew quite scared, and began to cry into his tea.
Spring coming, the Miller went down to see Hans. Again he talked about friendship. “Hans, friendship never forgets. I’m afraid you don’t understand the poetry of life. See, how lovely your roses are!”
Hans said he wanted to sell them in the market to buy back his things which were sold during the hard time of the winter.
“I’ll give you many good things. I think being generous is the base of friendship.” said the Miller. “And now, as I’ll give you many good things, I’m sure you’d like to give me some flowers in return. Here’s the basket, and fill it quite full.”
Poor Hans was afraid to say anything. He ran and plucked all his pretty roses, and filled the Miller’s basket, imagining the many good things promised by the Miller.
The next day he heard the Miller calling: “Hans, would you mind carrying this sack of flour for me to market?”
“I’m sorry, but I am really very busy today.”
“Well,” said the Miller, “considering that I’m going to give you my things, it’s rather unfriendly of you to refuse. Upon my word, you mustn’t mind my speaking quite plainly to you.”
Poor Hans was driven by his friendship theory to work hard for his best friend, leaving his garden dry and wasted.
One evening Hans was sitting by fire when the Miller came.
“Hans,” cried the Miller, “My little boy has fallen off a ladder and hurt himself, and I’m going for the Doctor. But he lives so far away, and it’s such a bad windy night. It has just occurred to me that you can go instead of me. You know I’m going to give you my good things, so you should do something for me in return.”
“Certainly,” cried Hans. He struggled into the stormy night, and got the doctor to ride a horse to the Miller’s house in time to save the boy. However, Hans got lost in the darkness, and wandered off into a deep pool, drowned.
At Hans’ funeral, the Miller said, “I was his best friend. I should walk at the head of the procession.” Every now and then he wiped his eyes with a handkerchief.
1.From the passage, we can learn that Hans ______.
A．was extremely wise and noble B．admired the Miller very much
C．was highly valued by the Miller D．had a strong desire for fortune
2.Hans worked a lot for the Miller because he ______.
A．was treated as a best friend by the Miller
B．owed the Miller many valuable things
C．was convinced of the Miller’s noble talk
D．intended to show off his unselfishness
3.What’s the main cause of Hans’ tragedy?
A．True friendship between them. B．Blind devotion to a friend.
C．A sudden change of weather. D．A lack of formal education.
4.The author described the Miller’s behavior in order to ______.
A．warn the readers about the danger of a false friend
B．show the friendship between Hans and the Miller
C．entertain the readers with an incredible joking tale
D．persuade people to be as intelligent as the Miller
Homeownership has let us down. For generations, Americans believed that owning a home was undoubtedly good. Our political leaders hammered home the point. Franklin Roosevelt held that a country of homeowners was “unconquerable.” Homeownership could even save babies, save children, save families and save America. A house with a lawn and a fence wasn’t just a nice place to live in or a risk-free investment; it was a way to shape a nation. No wonder leaders of all political types wanted to spend more than $100 billion a year on subsidies（补助）and tax breaks to encourage people to buy.
But the dark side of homeownership is now all too apparent: Indeed, easy lending stimulated（刺激）by the cult of homeownership may have triggered（引起）the financial crisis. Housing remains a drag on the economy. Existing-home sales in April dropped 27% from the previous month, worsening fears of a double-dip. And all that is just the obvious tale of a housing bubble and what happened when it popped. The real story is deeper and darker still.
For the better part of a century, politics, industry and culture lined up to create a fetish of the idea of buying a house. Homeownership has done plenty of good over the decades; it has provided stability to tens of millions of families. Yet by idealizing the act of buying a home, we have ignored the downsides. In the bubble years, lending standards slipped dramatically, allowing many Americans to put far too much of their income into paying for their housing. And we ignored longer-term phenomena too. Homeownership contributed to the hollowing out of cities and kept renters out of the best neighborhoods. It fed America’s overuse of energy and oil. It made it more difficult for those who had lost a job to find another. Perhaps worst of all, it helped us become casually self-deceiving: By telling ourselves that homeownership was a pathway to wealth and stable communities and better test scores, we avoided dealing with these frightening issues head-on.
Now, as the U.S. recovers from the biggest housing bust（破产）since the Great Depression, it is time to rethink how realistic our expectations of homeownership are—and how much money we want to spend chasing them. Many argue that homeownership should not be a goal pursued at all costs.
1.Political leaders wanted to spend money encouraging people to buy houses because______.
A．owning a home was undoubtedly good
B．homeownership could shape a country
C．houses could save families and America
D．homeownership was unconquerable
2.The underlined sentence in Para. 2 means ______.
A．homeownership has quite a lot of bad effects
B．there might be another housing breakdown in the U.S.
C．the existing-home sales will keep decreasing in the U.S.
D．the result of homeownership is much worse than it appears
3.It can be inferred from Para. 3 that ______.
A．Americans choose to live out of urban areas
B．it is the way to wealth to have one’s own house
C．it is hard for Americans to get a home loan
D．homeownership has made many people out of work
4.What is the author’s attitude towards homeownership?
A．Cautious. B．Ambiguous. C．Favorable. D．Optimistic.
DONALD SLOAN
Gates Hall
University of Kansas
Lawrence, KS 66045
913-243-1682 After May 2009:
46 Clayton Drive
St. Louis, MO 63130
314-726-8840
Objective To work with the client（委托人）population in a social service position.
Education B.A., University of Kansas, Lawrence, KS, 2009
Major: Social Services
Minor: Applied Psychology
Experience Assistant Activities Supervisor, Fairview Nursing Home, Lawrence, KS, November 2006-present. Help organize and implement recreational activities for nursing home residents. Activities include crafts, dances, day trips, sing-alongs, and visiting performers.
Hotline Volunteer, Teen Crisis Center, Lawrence, KS, September 2006- May 2007. Handled crisis calls from teenagers in the community. Dealt with drug use, unwanted pregnancies, failing grades, and the breakdown of parent-teen relationships.
Nurse’s Aide, Danyers General Hospital, St. Louis, MO, Summer 2006. Assisted nurses in patient care. Took histories, updated charts, and helped prepare patients for surgery.
Activities University Concert Board. Work with other board members to plan and implement on-campus concerts.
Senior Gift Campaign. Help manage the campaign to raise funds for the senior class gift to the university.
Residence Hall Programming Board. Planned social events for Eggar Residence Hall.
Skills Fluent in French. Water safety instructor. Skilled at working with people.
Interests Skiing, softball, classical music, and guitar.
1.This passage is most probably ______.
A．an advertisement for enrolling new employees
B．a school report at the end of an academic year
C．a self-introduction meant to apply for a job
D．a part of a recommendation letter from a university
2.According to the “Experience” section, we can infer that Donald Sloan can be _____ .
A．a wise leader B．a skillful performer
C．a gifted scientist D．a good social worker
3.From the passage we can learn that Donald Sloan ______.
A．is good at singing and dancing B．is about to graduate from a university
C．has an interest in being a surgeon D．specializes in psychology
