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. {#blank#}1{#/blank#}.

    You should listen actively to what the customer has to say by maintaining comfortable eye contact. {#blank#}2{#/blank#}.

    {#blank#}3{#/blank#}.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. {#blank#}4{#/blank#} 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. {#blank#}5{#/blank#}.

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.

    Is there anything more important than health? I don't think so. “{#blank#}1{#/blank#}” wise people say.

    If you have a headache, toothache, backache, or bad pain in the stomach, if you complain of a bad cough, or if you suffer from high or low blood pressure, I think you go to the doctor.

    The doctor will examine your throat, test your blood pressure, take your temperature, sound your heart and lungs, check your teeth or have your chest X-rayed.{#blank#}2{#/blank#} The only thing you have to do is follow his advice.

    {#blank#}3{#/blank#} to see the doctor. The man was very ill. He told the doctor about his weakness, memory loss and serious problems with his heart and lungs. The doctor examined him and said there was no medicine for his disease. He told his patient to go to a quiet place for a month and have a good rest.{#blank#}4{#/blank#} In other words, the doctor advised him to follow the rule:” Eat at pleasure, drink at pleasure and enjoy life as it is.” The doctor also said that if the man wanted to be well again, he shouldn't smoke more than one cigarette a day.

    A month later the gentleman came into the doctor's office. {#blank#}5{#/blank#} He thanked the doctor and said that he had never felt a healthier man.

    “But you know, doctor” he said,” it's not easy to begin smoking at my age.”

A. He also advised him to eat a lot of meat, drink two glasses of red wine every day and take long walks.

B. You can't be good at your studies or work well when you are ill.

C. After that he will advise some treatment or some medicine.

D. Health is the greatest wealth.

E. He looked cheerful and happy.

F. He was more worried about his illness.

G. Speaking about doctor's advice, I can't help telling you a funny story

    In the United Kingdom, vegetarianism(素食主义)is becoming very popular, with around 3 million people in the UK vegetarian{#blank#}1{#/blank#}However, here is France, I often struggle to find a meat-and-fish-free choice on a menu, which can make eating in restaurants a bit of a challenge.

People are often curious why I choose to limit my diet in the way I do. There are many reasons why people may choose to be vegetarian. Many people give up meat or fish simply because they do not enjoy the taste.{#blank#}2{#/blank#}They believe it has a bad effect on the environment or it is bad for health. Furthermore, many people are vegetarians to avoid wasting food. In addition, some religious beliefs forbid eating certain meats{#blank#}3{#/blank#}

    {#blank#}4{#/blank#}However, although sometimes vegetarian food requires a little more creativity, it is very easy to enjoy a healthy and a balanced diet as a vegetarian especially when meat substitutes(替代品)are becoming much easier to get.

    Meat-free Mondays is a campaign to encourage every family to eat just one main meal a week which does not contain meat or fish.{#blank#}5{#/blank#}This is a great challenge for anyone who would like to try out some vegetarian cooking and is a wonderful way to contribute to slowing down climate change.

A. Young kids prefer meat and fish than vegetables.

B. Some feel that killing animals for meat is wrong

C. Vegetarian food can be delicious and easy to prepare

D. The city where I grew up is known as the “vegetarian capital” of the UK

E. Overall, vegetarians usually have different reasons for choosing their lifestyle

F. The purpose of the campaign is to protect the environment and to improve health

G. A common misunderstanding about vegetarian food is that it is not tasty or healthy.

    Stress(压力) is a popular cause of major diseases affecting people worldwide. It is so common that people have begun to search for the best and easiest ways to reduce stress. {#blank#}1{#/blank#} 

    Exercise for a better life.

    Regular runners say that there is no better feeling than the one you get when you finish your daily run. Exercising is a good way for you to remove stress from your life. {#blank#}2{#/blank#} And it can also lift your mood. An additional benefit of exercising is that it keeps you fit and healthy!

    Organize it.

    Keeping your workplace and home organized is also a way for you to avoid stressful situations. Working in a messy(凌乱的) area keeps your brain thinking on several different things at the same time. {#blank#}3{#/blank#} 

    Manage your time wisely.

    {#blank#}4{#/blank#} Sticking to(坚持) your schedule gives you focus and a goal to work on. It also helps you avoid missing out on deadlines which are a great source of stress. Managing your time wisely means managing your stress.

    In a word, we shouldn't let stress stop us living a normal and healthy life. Stress will naturally appear due to the modern way of life. {#blank#}5{#/blank#} Don't let stress get the better of you and make you lead an unhappy life.

A. Avoid stressed people

B. Know what causes your stress.

C. Plan your day ahead and stick to it.

D. Here are some ways to say goodbye to stress.

E. Regular exercise gives you time to think things.

F. And it gets hard to focus on (思想集中) just one thing.

G. But just like fire, if we control stress it can't hurt us.

    Radar is an electronic device that detects planes, ships, coastlines, landmarks, and even storm clouds. The name radar comes from the first letters of the words radio direction and ranging. As the human eye uses light waves to see, radar "sees" with radio waves. Without radar, planes could not land safely in bad weather and ships could not move safely in thick fog. {#blank#}1{#/blank#}

    In the 1800s it was discovered that radio waves could be reflected from objects. But scientists did not make great advances in radar research until the 1930s, when the world was threatened by war.{#blank#}2{#/blank#} It has been used widely in almost every conflict since then.

    Echoes make it possible for radar to work. When a beam of radio waves is sent out, it strikes on an object and returns an echo. This echo is picked up by radar and recorded on a screen similar to television screen. On the screen an observer sees a flash, or a blip, that shows the direction and distance of the object. {#blank#}3{#/blank#}

    Airport control towers use radar to guide planes in for safe landings. Almost all large ships depend on radar to prevent collisions with icebergs or other ships. {#blank#}4{#/blank#}Weather forecasters "see" the size, direction, and speed of storms on radar screens. Astronomers can even use radar to measure accurately the distance to the moon. Thus, the device has generated major advancements.

    {#blank#}5{#/blank#}Huge radar antennas have been installed all over the United States. They guard us against possible enemy attacks. We have ballistic—missiles (战略导弹)warning systems that can alert us to attacks when missiles are more than 1,000 miles away. Other radar systems warn us against enemy aircraft and even spying space satellites.

A. Police track speeders in radar-equipped cars.

B. These measurements are now highly accurate.

C. The device can be used in a wide range of fields.

D. It is therefore especially valuable to shippers and travelers.

E. During World War II many countries used radar effectively.

F. Today radar is used by commercial airliners and weather forecasters.

G. Strengthening national defense is one of radar's most important functions.

    {#blank#}1{#/blank#}It is a new term in today's tourism industry. But in an age of growing environmental awareness, it is not too difficult for us to imagine and understand this new form of holiday.

    Ecotourism, which is considered as a kind of responsible tourism, is typically defined as travel to places where special and unusual plants, animals and cultural heritages are the main attractions. {#blank#}2{#/blank#}Therefore, some natural and cultural spots also form a part of ecotourism.

    Ecotourism is developing at great speed. According to a recent report by the World Tourism Organization, ecotourism in recent years has enjoyed an annual growth of about 5% worldwide. {#blank#}3{#/blank#}They included bird watching, hiking, diving, photography and taking part in various kinds of local cultural events.

    {#blank#}4{#/blank#}However, it looks like some smaller towns and country areas may well become the new destinations for people to visit tomorrow because they are rich in ecological, cultural and historical resource.

    Ecotourism has been gaining increasing recognition and popularity mainly for the relaxing, natural and vivid experience it offers to tourists. People are attracted to nature and long to be close to it. However, a conflict between nature and human beings is unavoidable.{#blank#}5{#/blank#}

A. The definition of ecotourism is beyond words.

B. It takes ecology and culture into consideration.

C. You may not be very familiar with “ecotourism”.

D. More than 80 activities have been listed for ecotourism.

E. People can have great fun enjoying nature through ecotourism.

F. Big cities are still the major places that attract tourists in our society today.

G How to protect natural resources while taking advantage of them is of great importance.