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 actively 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 exercise. 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.
【小题1】What does the passage mainly talk about?
| A．Importance of dealing with customer complaints. |
| B．Effects of customer complaints on business. |
| C．Tips for handling complaints from customers. |
| D．Several factors resulting in customer complaints. |
| A．are easy to deal with | B．are really quite annoying |
| C．can actually be avoided | D．are sometimes beneficial |
| A．touching | B．believable | C．attractive | D．clever |
| A．Showing sincere attitude. |
| B．Making an honest apology. |
| C．Making an absolute promise. |
| D．Listening to the complaint attentively. |
【小题1】C
【小题2】D
【小题3】B
【小题4】D
解析试题分析：文章是关于顾客投诉的。无论经营哪一行业，都需要处理顾客遇到的问题。消费者的投诉往往会反映出许多问题，因此，有效地处理投诉很重要。
【小题1】主旨大意题。第一段最后一句提出主题后，下文接着分段介绍了五条处理顾客投诉的方法，由此判断正确答案为C项。故选C。
【小题2】推理判断题。根据第一段第二句和最后一段可判断作者认为顾客的投诉有时是有益的。故选D。
【小题3】词意猜测题。由该句后的“…not an empty exercise.”可判断作者认为道歉要“可信”， 而非空洞。故选B。
【小题4】细节理解题。由第二段可推断作者认为处理顾客投诉的第一步就是要认真倾听对方的投诉。故选D。
考点：商业类短文阅读
科目：高中英语 来源： 题型：阅读理解
In the face of tragedy，you must of course let yourself feel: Cry without holding back, shake with fear, yell out in anger, accept and follow your feelings. This is part of the wise approach to tragedy: The Upward Path —the feeling of emotions, the acceptance of them, and the coupling of the emotional mind with wisdom. Along this path, you'll take the experience —no matter how sad or upsetting —as a learning event, just as a11 other points on your journey will prove to be. While tragic, you must recognize this is still a chance for all involved to grow. You should let both sadness and joy, fear and courage, dark and light fill your world, and learn to find your steady, calm center in the midst of the opposing forces. This is the Upward Path. Use the event as a chance to gain balance and discover wisdom —the wisdom of love and of letting go, of non-attachment and non-resistance, and using this experience to eventually help others in need of guidance.
Being able to relate to others who have also experienced tragedy and inspire in them hope — of recovery, and of moving forward —is perhaps the greatest gift you can receive from tragedy. Turn the negative into positive, the pain into connection. After you've taken appropriate time to be sad, to feel your own pain, you should make it your work，your goal, your purpose to connect with others who need help. Show them how you've experienced feelings, achieved
balance，and gained wisdom that you would never have otherwise had the chance to learn.
FEEL, but do not FEED on tragedy. Rather, let it inspire you to go beyond the person who you were before. With demise comes renewal, so let this loss be also your rebirth. No matter how hopeless it seems, no matter how difficult this becomes, you have the power to transform yourself into someone greater than you ever knew you could be.
【小题1】When following the Upward Path, the person facing tragedy should _______.
| A．free his emotions |
| B．hold back his feelings |
| C．fill his world with positive ideas |
| D．give in to tragedy and all opposing forces |
| A．seek solutions from others |
| B．forgive others and move on |
| C．stay calm and resist change |
| D．understand and help others |
| A．analyze the causes of tragedy |
| B．suggest a way of dealing with tragedy |
| C．tell people how to prevent tragedy |
| D．encourage people to build friendship after tragedy |
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科目：高中英语 来源： 题型：阅读理解
Do you know the open-air art gallery in London's Blackall Street? Probably -not. Not many Londoners know it either, but Henri does and he is willing to show it to you.
Henri used to sleep in parks until he met a charity(慈善机构) that helps homeless people get back on their feet by becoming tour guides.
Rather than show traditional London sights, “Unseen Tours" take people off the beaten track. Henri has been teaching tourists about the history and architecture of Shoreditch, where he slept on public benches for three years.
When he felt separated from the society, contact with the volunteer network "The Sock Mob" gave Henri hope. "Not everyone just looked down on me," he said. The tours aren't the only actions trying to help those who have suffered a misfortune to stand tall again.
An innovative(创新的) college for homeless people in London, the first of its kind in the country, is attracting hundreds of students. The Recovery College, set up by St Mungo's charity, is providing courses designed to improve technical skills and life skills.
According to Andy Williams, who helps to organize the college, the most popular courses have proved to be about raising self-confidence and developing self-pride.
Steve, now in his 50s, told a reporter how much of a difference it makes to "have a bit of confidence". He had difficulty learning to read and had to leave school when he was 12. Because Steve's problem was not recognized at the time, he was "seen to be unable to read or write", and suffered with depression and alcohol addiction. He says the status of "student" is itself important for people who are used to being treated as outcasts（被遗弃者）
Some charities aim not only to help the homeless become independent but also to make them popular. The Homeless World Cup started ten years ago. Today the tournament draws teams from 48 countries made up of players-men and women-who are, or have been, living in the streets. It gives them a chance to become football heroes.
【小题1】The underlined part "take people off the beaten track" means "take people to______.”
| A．famous galleries | B．traditional sights |
| C．unusual places | D．public benches |
| A．By training them to be guides |
| B．By offering them different courses. |
| C．By keeping in contact with them. |
| D．By asking more students to help them. |
| A．wasn't treated as a normal student |
| B．had much confidence in himself |
| C．didn't want to study at school |
| D．left school because of depression |
| A．become football stars | B．improve life skills |
| C．gain self-confidence | D．find proper jobs |
| A．Confidence Back Now. | B．London Tour. |
| C．The Popular Homeless. | D．Football Heroes. |
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科目：高中英语 来源： 题型：阅读理解
Accidents happen almost every day. Some accidents are not serious and some are. We read about such accidents nearly every day in the newspapers. It is wrong for people to think that accidents take place only on the roads or highways, or even at work places. Home accidents are just as common. Because very few home accidents are reported, people come to think that there are few accidents which happen in homes.
There have been many cases where people fall to their deaths from high rise flats. Children often fall over while coming down the stairs. Old people may slip (滑跤) on wet floors if they are not careful.
Nowadays there are a lot of modern electrical appliances (电器) such as rice cookers which make life easy for the modern house wives. These appliances can kill if they are not used in the proper way. Gas stoves (煤气灶) used for cooking are also dangerous if they are not properly used. They may cause burns or, in more serious cases, even fires.
But all such accidents can be stopped if we are careful and follow simple rules of safety. For example, it is unwise for people to try repairing their own electrical appliances if they do not know how to. It is safer to get them repaired by an electrician (电工).
【小题1】Accidents take place ____.
| A．mostly in homes |
| B．mostly on roads and highways |
| C．mostly in factories |
| D．almost everywhere |
| A．People may fall to death from high buildings. |
| B．People may be knocked down by cars on the roads. |
| C．Gas stoves may cause burns or even fires. |
| D．People may be killed by an electrical appliance. |
| A．to avoid using electrical appliances |
| B．to repair their own electrical appliances |
| C．not to repair their own electrical appliances |
| D．not to get their electrical appliances fixed |
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科目：高中英语 来源： 题型：阅读理解
For those who make journeys across the world, the speed of travel today has turned the countries into a series of villages. Distances between them appear no greater to a modern traveler than those which once faced men as they walked from village to village. Jet planes fly people from one end of the earth to the other, allowing them a freedom of movement undreamt of a hundred years ago.
Yet some people wonder if the revolution in travel has gone too far. A price has been paid, they say, for the conquest (征服) of time and distance. Travel is something to be enjoyed, not endured (忍受). The boat offers leisure and time enough to appreciate the ever-changing sights and sounds of a journey. A journey by train also has a special charm about it. Lakes and forests and wild, open plains sweeping past your carriage window create a grand view in which time and distance mean nothing. On board a plane, however, there is just the blank blue of the sky filling the narrow windows of the airplane. The soft lighting, in-flight films and gentle music make up the only world you know, and the hours progress slowly.
Then there is the time spent being ‘processed’ at a modern airport. People are conveyed like robots along walkways; baggage is weighed, tickets produced, examined and produced yet again before the passengers move to another waiting area. Journeys by rail and sea take longer, yes, but the hours devoted to being ‘processed’ at departure and arrival in airports are luckily absent. No wonder, then, that the modern high-speed trains are winning back passengers from the airlines.
Man, however, is now a world traveler and cannot turn his back on the airplane. The working lives of too many people depend upon it; whole new industries have been built around its design and operation. The holiday-maker, too, with limited time to spend, patiently endures the busy airports and the limited space of the flight to gain those extra hours and even days, relaxing in the sun. Speed controls people’s lives; time saved, in work or play, is the important thing—or so we are told. Perhaps those first horsemen, riding free across the wild, open plains, were enjoying a better world than the one we know today. They could travel at will, and the clock was not their master.
【小题1】 What does the writer try to express in Paragraph 1?
| A．Travel by plane has speeded up the growth of villages. |
| B．Man has been fond of traveling rather than staying in one place. |
| C．The speed of modern travel has made distances relatively short. |
| D．The freedom of movement has helped people realize their dreams. |
| A．By giving examples. |
| B．By giving instructions. |
| C．By analyzing cause and effect. |
| D．By following the order of time. |
| A．they pay less for the tickets |
| B．they feel safer during the travel |
| C．they can enjoy higher speed of travel |
| D．they don’t have to waste time being ‘processed’ |
| A．They could travel with their master. |
| B．They needed the clock to tell the time. |
| C．They preferred traveling on horseback. |
| D．They could enjoy free and relaxing travel. |
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科目：高中英语 来源： 题型：阅读理解
It’s hard not to feel cheated and over-charged when you receive unexpected roaming (漫游) charges while traveling abroad—whether they come from making phone calls or checking e-mails.
Jeff Gardner received an $ 11,000 bill from Verizon after spending four days in Jamaica. Before the trip, Mr. Gardner, who runs a fly-fishing business in Grayling, Michigan, said he called Verizon to find out what it would cost to use his cellphone for calls and his wireless card to check e-mails while in Jamaica. He said he was told that calls would be about $ 2 a minute and that there would be no extra charges for data as he was on an unlimited plan. The latter part turned out to be wrong.
“I don’t mind paying a fair amount for fair service, but $11,000 for four days is ridiculous,” said Mr. Gardner, who used his phone carefully and economically on the trip. He also tried to check and send e-mails using his wireless card, but quickly gave up after the e-mails didn’t go through. Still, his Verizon bill said more than 500,000 kilobytes (千字节) of data was delivered while he was in Jamaica, an amount Mr. Gardner said is 100 times what he normally uses in a month.
As travelers increasingly use smart phones abroad in the same way they do at home—to check e-mails, update Facebook and Twitter and pull up online maps—many are facing costly roaming fees, which providers charge when customers use their phones outside their service area. In fact, roaming charges have gotten so out of hand that the Federal Communications Commission has proposed a plan that would require wireless companies to send their customers a voice or text message when they are approaching their plan’s limit, when they have reached that limit and when they are starting to result in roaming fees.
【小题1】Why did Jeff Gardner call Verizon before his trip to Jamaica?
| A．To hand over his business. |
| B．To check his cellphone bill |
| C．To find out information about Jamaica. |
| D．To find out information about roaming charges. |
| A．Extra charges were made for Jeff Gardner’s data delivery. |
| B．Jeff Gardner’s calls were charged over $2 per minute. |
| C．Jeff Gardner’s plan turned out to be limited. |
| D．Jeff Gardner had difficulty delivering data abroad. |
| A．was careless with phone use |
| B．delivered no more data than at home |
| C．received quite poor e-mail services |
| D．frequently used his wireless card to send e-mails |
| A．Make customers know when they’re outside their service area. |
| B．Get customers informed when they’re near the limit of their plan. |
| C．Stop serving customers when they’ve reached their plan’s limit. |
| D．Limit some services to reduce the amount of roaming charges abroad. |
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科目：高中英语 来源： 题型：阅读理解
What do you want to be when you grow up?
“When I grow up, I want to be...”
Almost all of us have thought about, or been asked to think about, our future careers. Our answers may differ greatly. Even now your aspirations(志向) may have changed from when you were in primary school.
However, it seems career options aren’t only based on personal taste. In a survey carried out by Teens, doctors, lawyers, and bankers were some of the most popular careers that people said they hoped to follow. This is in line with a similar survey carried out in the UK in May 2011 by job website monster. Co.uk, in which medicine was the top choice among UK teenagers aged between 13 and 17.
Medicine and law are two of the oldest and best known professions. Their prestige (威望) may come from the fact that doctors and lawyers are some of the most esteemed members of society, and they make good money. Joining these high-profile professions is often seen as a sign of upward social mobility.
It is equally unsurprising that banking is now one of the most common career choices. Youngsters worldwide think of banking and see the money rolling in. Wealth is increasingly becoming one of the most important indicators of a successful career. British young men list the UK tycoon Alan Sugar, Microsoft founder Bill Gates and Facebook chief Mark Zuckerberg as their top role models “for their wealth”. Just as Chinese teenagers see being a banker as a good and fun pathway to “wealth”.
However, not every child has the makings of doctor, lawyer, or banker. They are those who see fulfillment and happiness in other areas, and many teenagers dare to ink more individuality into their career options. As the Teens’ survey discovered, a variety of unconventional jobs---coffee shop owner, gourmet(美食家)，waiter at a fast food restaurant---are among teenagers’ career choices. They can be equally interesting and rewarding jobs.
With every choice comes responsibility and challenge, and all career paths require specific education and training, you have to learn to balance optimism and confidence with being realistic about your particular talents and skills.
【小题1】What is the passage mainly about?
| A．Choosing a good job is very important. |
| B．The choice of career needs challenge. |
| C．Teenagers in the UK like doctors. |
| D．Careers in teenagers’ mind. |
| A．Medicine | B．Law | C．Bank | D．Education |
| A．respect from others | B．the oldest profession | C．high pay | D．upward social mobility. |
| A．Prestige | B．Fulfillment | C．Happiness | D．Wealth |
| A．According to your particular talents and skills, you can choose your favorite career. |
| B．Specific education and training can help get a good job. |
| C．Whatever career you choose, you should balance optimism and confidence with being realistic about your particular talents and skills. |
| D．Responsibility is the most important when you choose a goodjob. |
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科目：高中英语 来源： 题型：阅读理解
Even if you are naturally shy, these three tricks will help you to quickly build a new social circle in any new city.
1. Take pictures.
One of the great things about taking pictures at an event or party is that it gives you an excuse to get in touch with the person later. Everybody loves seeing pictures of themselves, and it’s very easy after taking a picture to say “If you’d like I can email it to you”. This can be the seed that leads to new connections. The next time you hear about a fun event, email your new contacts to let them know about it.
2. Eat alone in public.
You might feel self-conscious eating by yourself but it has an important benefit: you are much easier to approach when you are alone. People may be afraid of interrupting you or being rude if you are in a conversation with someone else. Bring a book or newspaper to read (this will make you feel less self-conscious). Plus, having an interesting book with you will give others an excuse to start a conversation if they’ve read it.
3. Join a class, sports team, or club.
Yoga, salsa dancing, volleyball, Toastmasters (a public speaking club), a class for work, etc. Take up a new hobby or continue an old one!
These are all great places to meet new people, primarily because you will be forced to see the same people over and over again in the class. You will automatically make friends with them if you have a common interest and are forced to see each other again.
Tips:
* In the beginning, never turn down an invitation from someone, even if it’s something you wouldn’t normally do.
* Email your new friends with fun things to do instead of always asking what their plans are. If they have a better plan you can drop yours and join them. This will help establish you as someone who is contributing value instead of just taking it (people want this in a friend).
* Don’t let little things in life upset you or be a negative person. People don’t want to be around someone like that!
【小题1】According to the text, which of the following is NOT mentioned as an advantage of joining a class?
| A．It helps you find out people who share a common interest with you. |
| B．It helps you find out your interest and take up a new hobby. |
| C．It offers an opportunity to meet the same people repeatedly. |
| D．It is a good way to meet new people and make friends in a new city. |
| A．Try to be outgoing and talkative instead of being shy. |
| B．Never turn down an invitation from your friends. |
| C．Offer suggestions on how to spend time together. |
| D．Always give a positive response to any request. |
| A．why you should change when you move to a new city |
| B．how you can make new friends in a new city |
| C．why you should make new friends in a new city |
| D．how you can keep in touch with strangers |
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科目：高中英语 来源： 题型：阅读理解
Two thirds of the singles looking for love in Britain turned to the Internet last year, according to figures made in public yesterday. Special sites offer introductions to smokers, to Roman Catholics, tall people, beautiful people, frequent flyers and vegans (素食者). Technology has brought about a great change in the dating game.
A survey by Parship, a British branch of Europe’s largest dating service with more than 1.5 million members, says that 65 percent of the 5.4 million Britons looking for a relationship used online dating services last year.
A spokeswoman for Relate, the relationship advisor, confirmed that a figure of two third feel it all right. “Doing it online allows people quite a lot of privacy, because they can do a bit of quiet research and look around from the comfort of their own home. You don’t have to meet a middleman or go to an actual dating agency office, which takes a lot of courage,” she said.
There are more than 100 independent online dating agencies in Britain. Parship says that 50 percent of single people believe they will meet a suitable partner through the Internet, up from 35 percent six months ago.
Mary Balfour, the founder, says that the Internet has changed the dating industry completely. “It’s like a return to old-fashioned love letters,” she said. “You don’t base your initial judgment on how someone looks or what his or her figure is like. You e-mail or talk before you actually see each other. Everybody you know who is single these days has at least had a good look at a dating website, introduction agency or personal ad. They have to, because all the old matchmaking institutions have gone. People work harder, settle down later and live more isolated lives. They’re much more likely to end the day with a DVD and a can of beer than by going to a village dance.”
【小题1】Singles in Britain can look for love online mainly because of ________.
| A．Parship | B．the help of go-betweens |
| C．technology | D．the revolution of dating game |
| A．1.5 million | B．3.5 million | C．5.4 million | D．65 million |
| A．don’t need to do any research at all |
| B．have to meet first before they can e-mail each other |
| C．don’t have to find a go-between. |
| D．must go to an actual dating agency office first |
| A．not all single people believe the Internet can help them find their partners |
| B．looking for love online needs a lot of courage |
| C．old-fashioned love letters become popular again |
| D．single people don’t like to look for their partners online. |
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