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(贈券) 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.
小題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.
小題2:The author thinks that customer complaints _____________.
A．a(chǎn)re easy to deal withB．a(chǎn)re really quite annoying
C．can actually be avoidedD．a(chǎn)re sometimes beneficial
小題3:The underlined word “authentic” in Paragraph 3 most probably means _______.
A．touchingB．believableC．a(chǎn)ttractiveD．clever
小題4: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 attentively.

小題1:C
小題2:D
小題3:B
小題4:D

試題分析：文章是關(guān)于顧客投訴的。無論經(jīng)營哪一行業(yè)，都需要處理顧客遇到的問題。消費(fèi)者的投訴往往會反映出許多問題，因此，有效地處理投訴很重要。
小題1:主旨大意題。第一段最后一句提出主題后，下文接著分段介紹了五條處理顧客投訴的方法，由此判斷正確答案為C項。故選C。
小題2:推理判斷題。根據(jù)第一段第二句和最后一段可判斷作者認(rèn)為顧客的投訴有時是有益的。故選D。
小題3:詞意猜測題。由該句后的“…not an empty exercise.”可判斷作者認(rèn)為道歉要“可信”， 而非空洞。故選B。
小題4:細(xì)節(jié)理解題。由第二段可推斷作者認(rèn)為處理顧客投訴的第一步就是要認(rèn)真傾聽對方的投訴。故選D。
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科目：高中英語 來源：不詳 題型：閱讀理解

Who do you think breaks the law in our society? If you believe that only tough guys commit crimes, you may have to think again. Unlike in the movies, we can’t divide the world into bad guys and model citizens. Real life is much more complex. In the same way that diseases range from the common cold to fatal forms of cancer, crimes vary in degree. For example, smoking in an elevator will inconvenience people, but much less than threatening them with a gun.
In addition to breaking the law themselves, people tolerate various levels of crime. Why can we tolerate some crimes? It may be that, by seeing others do something, we accept it more easily. For instance, most people will find it easier to speed on a highway when everybody else is driving over the speed limit. When people celebrate a sports championship, if they see someone breaking store windows, they might start breaking windows themselves or even steal from the store. So the people around us influence how much law-breaking we can tolerate.
We must also wonder whether seeing violence on television or reading about it in the newspapers every day makes us tolerate crime more than we should. We become used to seeing blood on the news on television, or in full color in newspapers and magazines. Because we see thousands of dead people on TV, maybe we just try to ignore the situation behind the violence.
If so many citizens tolerate violence and crime, or even commit crimes themselves, it may simply be because of the human mind. Our minds may not care about specific laws. Instead, our minds may have a system of values that usually prevents us from hurting other people to improve our own lives. Yet, when it comes to respecting the rights of a mass of anonymous (不知名的) individuals, we might not be so responsible. While most people would not steal a wallet containing $50, they may not mind cheating on taxes, because cheating on taxes does not hurt any one person. It hurts society, but “society” remains an abstract idea that is not as real as a neighbor or a friend’s friend.
When we realize that so many people have misunderstandings of law-breaking, it is not surprising that so many people tolerate crimes, or even break laws, including me. But how could we improve the level of honesty in our society? Would strict laws help make our society better? Probably not. Honesty will have to come from social pressure: in the family, at school, on the job, each and every one of us can encourage honesty by showing which behavior is unacceptable. And teaching respect should become everyone’s responsibility.
小題1:According to the author, “Real life is much more complex.” probably means       .
A．there is a wide range of people and crimes in the real life
B．smoking in an elevator goes against laws in the real life
C．there are much more crimes than diseases in the real life
D．some model citizens sometimes break laws in the real life
小題2:What does the author think of the people who cheat on taxes?
A．They take no notice of the human mind.
B．They break the laws unaccepted in their minds.
C．They aren’t concerned about some particular laws.
D．They hurt other people to improve their own lives.
小題3:People tolerate violence and crime because       .
A．their behavior is the same as that of most other people
B．they pay no attention to the truth behind the crimes
C．most unlawful acts are not harmful to the individual
D．they hold mistaken beliefs about law-breaking
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A．To discuss whether laws are strict enough.
B．To remind people to behave with honesty.
C．To show people the importance of education.
D．To explain why many people have criminal records.

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科目：高中英語 來源：不詳 題型：閱讀理解



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Oh .forget Enron;
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A．New Yorkers have formed a habit of honking while driving
B．most New Yorkers enjoy sleeping late in the morning
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D．New Yorkers enjoy listening to the honking of horns
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B．Screamed at the driver.
C．Acted in a peaceful way.
D．Complained to the government.
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A．pointless
B．a(chǎn)bnormal
C．sensitive
D．a(chǎn)cceptable
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A．fierce violence in the Middle East is more of an issue worthy of concern
B．finding the solution to anti - honking is as meaningful as that to starvation
C．big issues are beyond our control while small ones are under our control
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A．Because online bookstores offer readers the latest books.
B．Because online bookstores offer readers more kinds of books to choose from.
C．Because online bookstores offer readers the lowest prices.
D．Because online bookstores offer readers more about their favorite authors.
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A．By comparing service.
B．By asking for discounts.
C．By reading online reviews
D．By asking booksellers for advice.
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C．pay for their books more quickly
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C．he is doubtful about mobile apps designed for children
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科目：高中英語 來源：不詳 題型：閱讀理解

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A．a(chǎn)n act of stealingB．something very cheap
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科目：高中英語 來源：不詳 題型：閱讀理解

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小題2:In the studies mentioned in the passage, music is used to _____.
A．express people’s ideasB．change people’s moods
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小題3:According to the passage, people who are in a good mood _____.
A．can understand the musicB．have a good taste in music
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A．effort and successB．music and science
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科目：高中英語 來源：不詳 題型：完形填空

Tears slid down Ken's cheeks. Their newbom baby        was removed from life supprt, taken back to her and her  , Charlie. who held their baby. Austin was bom at 12:17 p.m. three months  than he should have been. The length of a school ruler. he weighed one pound. nine ounces. Doctors tried   that technology and medicine could offer at the     baby, but Austin did not respond well. Austin's lung tissue (組織) had probably   　 developing four weeks before. even still    . his mother, because of an accident Zero chance of    . It was time to let him go, and let him leave in his mother's arms － at peace and in no pain.
In the next few hours, Charlie's parents, and Ken's mother came to meet and say    Austin. Charlie and Keri       their eyes on the baby as he snuggled(依偎) into Keri's chest. The end, they believed. was coming 　 . Nurse Melissa walked in every so often to check Austin's        . If it was time for him t0      . his heart rate would begin to slow. After four hours,    , Austin was still breathing. His heart thumped(跳動) at a healthy 120 beats per       . He moved his head and wrapped his fingers and toes around the fingers of his         . Four hours became five, then six. Austin and his parents remained still     . Word about this baby had spread out. Everyone was talking about him. As the minutes and hours ticked away, Austin was going strong The tests showed a(n)      level of carbon dioxide in his blood. which meant he was       enough oxygen into his body. The clock passed midnight. Austin had       the next day. Miracle. a life miracle!
小題1:
A．MelissaB．CharlieC．AustinD．Keri
小題2:
A．husbandB．nurseC．doctorD．wife
小題3:
A．soonerB．fasterC．laterD．earlier
小題4:
A．somethingB．a(chǎn)nythingC．everythingD．nothing
小題5:
A．youngB．tinyC．bigD．sick
小題6:
A．startedB．stoppedC．delayedD．continued
小題7:
A．insideB．outsideC．besideD．with
小題8:
A．a(chǎn)rrivalB．a(chǎn)pprovalC．deathD．survival
小題9:
A．hello toB．sorry toC．goodbye toD．yes to
小題10:
A．putB．focusedC．tookD．had
小題11:
A．steadilyB．fastC．slowlyD．soon
小題12:
A．heartbeatB．mouthC．blood D．temperature
小題13:
A．washB．liveC．dieD．eat
小題14:
A．howeverB．thereforeC．meanwhileD．otherwise
小題15:
A．secondB．minuteC．hourD．day
小題16:
A．friendsB．sistersC．relativesD．parents
小題17:
A．cryingB．waitingC．sittingD．sleeping
小題18:
A．unsatisfiedB．unacceptableC．normalD．excellent
小題19:
A．losingB．gettingC．makingD．pouring
小題20:
A．lived intoB．waked upC．waited forD．suffered from

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科目：高中英語 來源：不詳 題型：完形填空

A man who knows how to write a personal letter has a very powerful tool. A letter can be enjoyed, read and   36 . It can set up a warm conversation between two people far apart (遠(yuǎn)離的);it can keep a   37  with very little effort.
I will give   38 .A few years ago my older brother and l were not getting   39 .We had been close as    40   but had grown apart. Our meetings were not   41 ; our conversation was filled with arguments and quarrels: and every effort to clear the air seemed to only   42  our misunderstanding. Then he   43  a small island in the Caribbean and we   44  touch. One day he wrote me a letter. He described his island and its people, told me what he was doing, said how he felt, and encouraged me to   45 . Rereading the letter, I was   46  by its humor（幽默）and clever expressions. These were all qualities for which I had   47  respected my older brother but   48  he no longer had them. I had never known he could write so  49  . And with that one letter we became friends   50 .
It might never have occurred to   51  to write me if he had not been in a place where there were no   52 . For him, writing was a necessity. It also turned out to be the best way for us to get back in touch. Because we live in an age of  53  communication（通訊）, people often   54  that they don’t always have to phone or email. They have a  55  . And that is to write.
小題1:
A．receivedB．rewrittenC．returnedD．reread
小題2:
A．recordB．promiseC．friendshipD．secret
小題3:
A．a(chǎn)n exampleB．a(chǎn) lessonC．a(chǎn)n experienceD．a(chǎn) talk
小題4:
A．throughB．togetherC．a(chǎn)longD．a(chǎn)way
小題5:
A．brothersB．childrenC．fellowsD．classmates
小題6:
A．normalB．necessaryC．pleasantD．possible
小題7:
A．deepenB．startC．expressD．settle
小題8:
A．touredB．stopped C．reachedD．moved to
小題9:
A．lostB．kept inC．neededD．got in
小題10:
A．thinkB．writeC．enjoyD．read
小題11:
A．drivenB．beatenC．surprisedD．honored
小題12:
A．neverB．seldomC．sometimesD．once
小題13:
A．realized B．judgedC．thoughtD．expected
小題14:
A．wellB．oftenC．muchD．soon
小題15:
A．laterB．a(chǎn)nyhow C．tooD．a(chǎn)gain
小題16:
A．us B．a(chǎn)nyoneC．someoneD．my brother
小題17:
A．mail servicesB．transport servicesC．phonesD．relative
小題18:
A．poor B．easy C．popularD．busy
小題19:
A．believeB．decideC．a(chǎn)rgueD．forget
小題20:
A． habitB．choiceC．methodD．plan

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