No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. __1.__.
You should listen actively to what the customer has to say by maintaining comfortable eye contact. _2.__.
__3._.It’s important for you to know that your apology must appear sincere 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 or assure the customer you’ll do something about his complaint.
Talk with the client and discover the best means to resolve his problem. __4.__In this case it’s important to let your customer know an estimation(估计) of how long it will take to take action on his complaint.
A simple “thank you” is one way to let the customer know you appreciate the time and effort they’ve taken to inform you about a problem with your company’s service or product that you need to know about.
Create a procedure for recording different types of customer complaints. __5.__.
A. Listen to your customer’s complaints and you can improve your service.
B. There will be times when you’ll be unable to resolve the issue immediately.
C. When receiving a complaint, you should apologize for the failure the customer has identified.
D. They are a valuable source of information to determine various root causes that need to be addressed within your company.
E. So it’s important to learn to deal with customer complaints efficiently.
F. Don’t feel ashamed of the failure in your service or products.
G. You should also show your customer that you do understand him by giving full attention.
When you travel in other countries, you'll have to get yourself well prepared to ensure your safety and handle emergencies.
Before you leave, you'd better:
1. Take out medical insurance policy and learn what the plan covers and whether departure or return to the hometown is covered. Figure out payment choices, such as whether you have to speak directly with the insurance company, before or after treatment, whether you have to pay first and get compensation later.
2. Keep up to date on all required vaccinations (接种疫苗) .
3. Learn about the city or area where you are going to travel. Know how to say street names and landmarks in the local language. Figure out unique climate issues such as altitude, seasonal changes, potentially risky animals and insects.
4. Visit some local hospitals and write down addresses in the local language along with emergency entrance locations; do the same for dental/pediatric (小儿科的) services. Get first aid equipment with necessary medications. Take enough prescribed medication from the home country.
5. Carry a card or note written in both English and the local language listing your emergency contact numbers, name, basic medical information such as blood type and allergies (过敏) .
6. Ensure a reliable means of communication is available and carry an extra phone battery and a charger. Ensure that housemaids, drivers, office assistants, those who work or travel know how to call for medical assistance since they may be the only ones available in an emergency.
7. Make sure to bring all documents and visas along with you. Plan your journey carefully and carry copies of documents (ID, insurance policy records, medical records) and keep in a place where someone else could access them in an emergency.
1.In case you come across an emergency, you should _________.
A. carry a card or note which is written in the local language only
B. make sure your means of communication is available and reliable
C. buy enough prescribed medication from the foreign country
D. buy a guide book which includes basic emergency instructions
2.According to the passage, the following are true EXCEPT that ________.
A. you should try to make a good study of medical insurance policy
B. you'd make sure someone will be able to help you in emergencies
C. you'd hide your copies of documents for safety in a place that no one can find
D. you should try to get familiar with the city or area that you will visit
3.The best title for the text is _________.
A. How to Prepare for a Safe Travel
B. Emergency Help at Home and Abroad
C. How to Know the Place You Will Visit
D. Keep Yourself Healthy When Traveling
On August 16, 1977, Elvis Presley saved me.
The previous afternoon, I played with my six-year-old peers in Heather Peters’ backyard. I was enjoying my cake, when Heather asked me where my sleeping bag was. Only then did I know this party was a sleepover. The word “sleep-over” to a six-year-old bed-wetter is like what “cancer” means to an adult. But what if I told them I was a bed-wetter? At least with cancer, people gather at your bedside instead of running from it.
I thought of a way to escape. I would explain that I needed my mother's permission to spend the nights. But as I called my Mom, Heather stood beside me to listen. She granted permission! Then I would be sleeping in the same living room as the other girls. I didn't bring my own pajamas (睡衣)，so Mrs. Peters offered me Heather's pajamas.
As the other girls drifted into their sweet dreams, I tried to stay awake. “Do I need to go again? I'll stay up to go one more time.. .”.Of course , I finally fell asleep.
The next morning , I was the first to wake up. I was warm! I lay in panic for what seemed like hours before the other girls started to wake up. I did the only thing I could do — I pretended that the bed-wetting didn't happen. I got up, took off Heather's pajamas and changed into my clothes like the other girls.
Mrs. Peters walked into the room, and before she could say anything, she stepped right onto the pile of my wet pajamas. My heart stopped as I watched her face burn red. “WHO DID THIS?” She screamed, with a look so frightening. Should I answer? And that was when it happened — Mr. Peters came in and grabbed his wife , ‘‘Elvis Presley died!”
The news of the King's death overtook Mrs. Peters, and I ,was spared. I got home without the other girls knowing what had happened.
1.The author had to spend the night at Peters' because ________.
A. she enjoyed her cake there
B. the famous singer Elvis Presley died that night
C. her mother allowed her to do so
D. It was a routine of the party
2.Mrs. Peters got angry because ________.
A. she found the wet pajamas
B. Elvis Presley passed away
C. her husband was rude to her
D. all the girls slept at her house
3.From the story, we know Mrs. Peters was ________.
A. a bad-tempered woman
B. a fan of Elvis Presley
C. a woman for perfection
D. a woman who hated to wash pajamas
4.The passage is mainly about ________.
A. an embarrassing childhood incident
B. a fan-purchasing experience
C. the shocking death of a famous singer
D. an unfriendly hostess
BEIJING — China's education authority will tighten the widely criticized policy of “extra credits” for the national college entrance examination to ensure a fairer chance for all exam-takers.
Under the policy, high school students who win awards in national Olympic competitions could get ‘‘extra credits’, up to 20 points for the national college entrance exam. Students with talent in sports and students who are from ethnic groups can also benefit from this policy. The extra credits have increased these students' chances of being admitted by famous universities. Some parents were found to have helped their children fabricate(伪造)award experiences or falsify qualifications to get extra credits.
“It has harmed education equality，” the ministry said.
Xiong Bingqi, vice-chief of the 21st Century Education Research Institute, said the policy is designed to help students who have special talents but may be weak in academic performance to have a chance to receive higher education. It will still be needed but it is time to make the rules fairer," he said.
The ministry said it will reduce the range of competitions whose winners can get extra credits, and limit the winners, privileges.
The new policy will apply to students who begin high school in 2011, it said.
Chen Lei, a mother of a 10-year-old girl, said she welcomed the ministry's policy adjustment as she does not want her daughter to become an Olympic competition geek.
But not all the Chinese parents welcomed the new policy. “It is like a thunderbolt for me. My 13-year-old son has spent so much time studying Olympic math, and participated in so many technological competitions during vacations. It is useless now,” said Dong Wen, a 43-year-old mother.
A student said, “Many students have changed the current study plan, and they can abandon the competition. I will be interested in learning the courses which can improve my abilities.”
Yuan Guiren, minister of education, told China Daily that the reform is an attempt to consider the overall quality of an applicant. “But the country will not stop the national college entrance examination as it is still the most objective way to evaluate talent in China,” he said.
1.It can be inferred from the passage that_____.
A. high school students with talent in sports are weak in academic performance
B. students who win awards in Olympic competitions can't get extra credits in 2011
C. the number of competitions whose winners can be awarded extra credits will be smaller
D. he extra credits have reduced students' chances of being admitted by famous colleges
2.What does the underlined word “geek” probably mean?
A. a winner B. a smart learner
C. a competitor D. a dull student
3.Which person in the passage was strongly against the new policy?
A. Xiong Bingqi B. Chen Lei C. Dong Wen D. Yuan Guiren
4.What might be the best title for the text?
A. “Extra credits” policy in China to be adjusted
B. Promotion of national Olympic competitions
C. Advice on the national college entrance exam
D. Chinese government to push education reform
On August 16, 1977, Elvis Presley saved me.
The previous afternoon, I played with my six-year-old peers in Heather Peters’ backyard. I was enjoying my cake, when Heather asked me where my sleeping bag was. Only then did I know this party was a sleepover. The word “sleep-over” to a six-year-old bed-wetter is like what “cancer” means to an adult. But what if I told them I was a bed-wetter? At least with cancer, people gather at your bedside instead of running from it.
I thought of a way to escape. I would explain that I needed my mother's permission to spend the nights. But as I called my Mom, Heather stood beside me to listen. She granted permission! Then I would be sleeping in the same living room as the other girls. I didn't bring my own pajamas (睡衣)，so Mrs. Peters offered me Heather's pajamas.
As the other girls drifted into their sweet dreams, I tried to stay awake. “Do I need to go again? I'll stay up to go one more time.. .”.Of course , I finally fell asleep.
The next morning , I was the first to wake up. I was warm! I lay in panic for what seemed like hours before the other girls started to wake up. I did the only thing I could do — I pretended that the bed-wetting didn't happen. I got up, took off Heather's pajamas and changed into my clothes like the other girls.
Mrs. Peters walked into the room, and before she could say anything, she stepped right onto the pile of my wet pajamas. My heart stopped as I watched her face burn red. “WHO DID THIS?” She screamed, with a look so frightening. Should I answer? And that was when it happened — Mr. Peters came in and grabbed his wife , ‘‘Elvis Presley died!”
The news of the King's death overtook Mrs. Peters, and I ,was spared. I got home without the other girls knowing what had happened.
1.The author had to spend the night at Peters' because ________.
A. she enjoyed her cake there
B. the famous singer Elvis Presley died that night
C. her mother allowed her to do so
D. It was a routine of the party
2.Mrs. Peters got angry because ________.
A. she found the wet pajamas
B. Elvis Presley passed away
C. her husband was rude to her
D. all the girls slept at her house
3.From the story, we know Mrs. Peters was ________.
A. a bad-tempered woman
B. a fan of Elvis Presley
C. a woman for perfection
D. a woman who hated to wash pajamas
4.The passage is mainly about ________.
A. an embarrassing childhood incident
B. a fan-purchasing experience
C. the shocking death of a famous singer
D. an unfriendly hostess
书面表达
假设你是李华，你的好友王琳代表你们班参加市里举行的中学生英语口语竞赛并获得了一等奖。请你用英语给她写一封电子邮件，内容要包括以下几点：
1.对她的成功表示祝贺；
2.说明她取得成功的原因；
3.请她告诉你学习英语的经验。
注意：1.词数不少于100；邮件开头和结尾已经给出，不计入总数；
2.适当增加细节，以使行文连贯。
Dear Wang Lin,
I’m just so glad to hear that you have won the–first prize in the Oral English Competition
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Yours,
Li Hua
