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.

    Does your mood change with the seasons?

    Some people find that when the temperature goes down, so do their spirits.{#blank#}1{#/blank#}They eat more and gain weight. They have trouble sleeping. They can't think clearly. Here are some ways you can beat the winter blues：

    Get out in the sun. Some experts say that winter blues happen because we get less sunlight in the winter than we do in other seasons. Some say that the decrease in sunlight can make us feel sad{#blank#}2{#/blank#}

    Get some exercise. A walk or other exercise will make chemicals called endorphins (内啡肽）flow through your body. Endorphins are natural “feel good” chemicals.

    {#blank#}3{#/blank#} Avoid having too much sugar. If you crave sugary foods (like cookies or candy), it may be a sign that you need more protein (蛋白质), like meat, chicken, or fish.

    Avoid holiday stress. Cut back if you have too many things to do. Make sure you have some quiet time to yourself{#blank#}4{#/blank#} Get some rest. Studies show that most teens need about nine hours of sleep each night. The average teen, though, gets only about six or seven hours of sleep per night.

    Get help. Be cautious if you feel sad all the time and the feeling won't go away.{#blank#}5{#/blank#}Talk to an adult who you trust or get help from a doctor.

A. Eat more healthful foods.

B. Choose different foods in season.

C. Don't be so busy that you get run-down.

D. Those people sometimes feel sad for no reason.

E. You may have a bigger problem than the winter blues.

F. Getting extra sunlight each day can help brighten your mood.

G. A regular pattern of sleep is the most important thing to maintain.

Five Things Nobody Told Me about College

    As I type this, I am in my university dorm room. A year ago, when I was awaiting to hear the results of my college applications, I often went to websites for some type of insider look on what college would be like. However, there's only so much that prep books, websites, and older friends can teach. Here are the top 5 things nobody told me about college:

    {#blank#}1{#/blank#}

    Nobody entering a university knows exactly what they want to study. If they tell you otherwise, they're lying and will probably change what they want to purse within the first quarter of attendance. During my first quarter at University of California, Riverside (UCR), I thought that I wanted to study Political Science with its focus on International Affairs, so that's what I applied for. However, once I worked with statewide and local government, I realized that a better fit for me would be Public Policy, and now I am in the process of changing my area.

    {#blank#}2{#/blank#}

    In college, there are so many good chances for you to meet your expectations. However, there is a very important difference between wanting to do something and applying for something. In order for you to take advantage of the conferences, research, internships, and fellowships that your university offers, apply! Step into your academic advisor's office, introduce yourself, and begin making the valuable connections that are necessary to help during the rest of your college career. Great things happen when you step out of your comfort zone, and you would be surprised on how many chances exist if you just ask.

    {#blank#}3{#/blank#}

    College is where you meet your bridesmaids, neighbors, and potential bosses. The relationships you develop now will probably be linked to the ones you value later, so be wise about the people who you invest yourself in. You are only one person, and you do not have time to waste on people who would rather cause drama or mess up with your purpose. Surround yourself with uplifting individuals who challenge you to be better while loving you for who you are, and be patient to the people who are the complete opposite of that description.

    {#blank#}4{#/blank#}

    As a first-year, I was afraid to make any noise towards campus issues that I noticed. It was not until I became involved in student government that I gained the confidence to handle projects that I created with the help of ASUCR Office of the President. During my first quarter, I spoke directly to the Chancellor, asking him for support towards my initiatives, met with the Vive Chancellors, and cooperated with my teaching assistances to begin my undergraduate research protect. Nothing good will happen when you are silent.

    {#blank#}5{#/blank#}

    At my high school, there were about only four active club and organizations that students could be a part of. Imagine my surprise when I stepped foot onto UCR's campus, where over 400 organizations exist, ranging from political organizations to karate club. You are not paying all or your tuition(学费)to merely go to class, study, pass tests and graduate. Make something worthy out of your experience. Create that you will want to tell your grandchildren one day. It all begins here, by signing up to join an organization.

A. Get involved in student activities

B. Your voice is actually super important

C. There is a significant increase of opportunities

D. Stay in active communication with your friends

E. Get smart about the people who you spend your time with

F. Your major does not matter as much in your first of college

G. College life is meaningful.

    In our daily life, some people prefer to hold on to the past and play it again and again like a broken record. {#blank#}1{#/blank#}. However, those with no regrets let go of the past and live joyfully at present. They also live by the following principles.

    ⒈Following your unique path leads to greater achievements.

    We all have passions and inner guidance. If you follow your passions and inner guidance, your life will take on deeper meaning and fulfillment. {#blank#}2{#/blank#}.

    ⒉Let your interest guide you, not societal pressures.

    We all know the feeling of being interested about something. {#blank#}3{#/blank#}. But too often we allow societal pressures to control our feeling. To check whether your interest is guiding your life, start doing what you want to.

    ⒊Understanding happiness is a choice.

    We often think we will be happy once we get that job, or finish that course. {#blank#}4{#/blank#}. Everything outside of you is temporary(暂时的). Once it goes, so will your happiness.

    ⒋{#blank#}5{#/blank#}.

    We support others by our words and actions, while receiving others' support and love back. Expressing heartfelt feelings allows us to have no regrets for whatever tomorrow may bring. It may also be exactly what others need to face their current challenges.

A. Don't think twice about expressing love and appreciation

B. Try living according to what your inner knowing guides you to do

C. What is right for one person may not be right for another

D. They, in turn, live with regret, anger, and fear

E. Don't settle for less than what you want

F. The truth is that happiness comes from within

G. It guides what we are doing

Ted: Hi, Bob! Eating fried chicken? {#blank#}1{#/blank#}

Bob: Eggs and milk? I don't want to have them every day. {#blank#}2{#/blank#}

Ted: But don't have too much unhealthy food. {#blank#}3{#/blank#}

Bob: OK, I won't. By the way, I find some students throw away eggs and milk.

Ted: That's too bad. {#blank#}4{#/blank#}

Bob: Yes. But what do you think we can do?

Ted: {#blank#}5{#/blank#}

Bob: Let's have a try, then we may have different kinds of food every day.

    Negative thoughts we have about ourselves can destroy our spirits. Many of us have problems with negative thoughts. The negative thoughts lead to bad feelings and they make you believe that the bad things you are suffering are actually true. In short, they bring your focus on your failures, which will make you depressed. What can you do to avoid negative thoughts to affect you? {#blank#}1{#/blank#}.

    Recognize that actions always follow beliefs

    Whatever you believe, you'll experience more of them. {#blank#}2{#/blank#}. So start believing the best about yourself and believe that you're valuable person.

    Picture the good things

    If you want to change the negative tapes playing in your heads, you have to imagine yourself positively that means judging yourself right. {#blank#}3{#/blank#}. How would that look? Draw it in your mind and expand it.

    {#blank#}4{#/blank#}

    You may talk to yourself with statements like "if only" or "what if". The former keeps reminding you of the past with regret, while the latter keeps you fearful of the future. There is nothing you can do about the past and the future isn't here yet.

    Develop positive views

    Instead of always putting yourself down in your head, think of some things you actually like about yourself. Tell yourself " I am able. I'm good at it." instead of saying "I'm not good enough", {#blank#}5{#/blank#}.

    Thinking poorly gets us nowhere and is extremely self-limiting. Decide, today, to turn off the negative channel in your mind and develop your true possibilities.

A. Forget the past

B. Live in the moment

C. Here are some suggestions

D. Make friends with optimistic people

E. Imagine a picture about yourself

F. Always keep positive, rather than say something negative

G. You'll also find your actions are suitable for your beliefs