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.

    In the U. S., speaking more than one language fluently is not very common except in Los Angeles, California.

    The city has one of the largest population in the U. S. of young people between the ages of 18 and 34. This generation is often called millennials (新千年一代). More than half of millennials in Los Angeles are bilingual (双语的), which means they speak more than one language.

    Maria Elena Burgos is cooking a Mexican breakfast. She says making Mexican food is just one of the many traditions in her home. Another is speaking Spanish to her children.

    “We want them to be bilingual. We want to keep the Spanish somewhere in their learning too, not only at home.”

    When Ms Burgos first came to the United States from Mexico, she learned English. She knew her children would learn English quickly. So she wanted them to speak Spanish at home and study the language at school.

    She says being bilingual will give them more opportunities in the future. Knowing Spanish also means the children can talk with their relatives in Mexico.

“When we had our children, one of the decisions we as parents made was to name them with a name that was easily pronounced in English and Spanish.”

    Elizabeth wants to know her family's culture.” “The culture-to go back to our roots because that's part of who we are.”

    Monica wants to pass on the culture to her children.

    “It's nice to know our culture and then to be able to pass it onto our children and grand- children and everyone to let them know where we come from.”

    And, Monica says she does not speak only English and Spanish. She has even learned some Korean in school.

    Program fools humans

    Have you ever been so bored that you started a conversation with a “chatbot (聊天机器人)”? You probably discovered quickly that it wasn't much fun, because the things it says hardly ever make any sense and chatting with it doesn't provide the same kind of back-and-forth as a human conversation.

    That might have made you wonder: will a computer ever be able to talk like a human?

    That day is certainly getting closer now. A computer program named “Eugene Goostman” has successfully passed the Turing test – by fooling people into thinking it was a 13-year-old boy, reported AFP on June 9.

    While you may have never heard of the Turing test, it means a lot in the world of artificial (人工的) intelligence.

    According to USA Today, the test was first invented in 1950 by Alan Turing, a British computer expert best known for his code-breaking work during World War II. In his test, a group of human judges take turns having keyboard conversations for five minutes with two subjects – a human and a piece of computer software. If up to 30 percent of the judges fail to tell the two apart, the program is considered to have passed the test.

“If a machine is indistinguishable (无法区分的) from a human, then it could be said to be ‘thinking',” wrote Turing in his paper Computing, Machinery & Intelligence back in 1950.

    No computer had ever passed the Turing test before. But this time, Eugene Goostman, developed by two Russian scientists to simulate (模拟) a 13-year-old boy, managed to convince 33 percent of judges that it was human.

    Machines are close to “reaching the milestone of communicating with us in a way that we are comfortable with”, Professor Kevin Warwick of the University of Reading, UK, told The Telegraph. “This brings closer the time in which robots start to play an active role in our daily lives.”

    Some people feel a bit disturbed by the news. They worry that computers will outsmart humans in the near future and take over the world. But Warwick said that it is unlikely that this will happen any time soon. After all, computers have only just learned to have a five-minute conversation, while we humans can do so much more than that.

    A golf tournament (锦标赛) isn't held every day and thus, as an organizer, you have to put on a great show for those who wait for it.

    Preparations before the Tournament

    An important thing you need to note down at this stage here is that once you start advertising an event, the event has actually begun for the audience. At this stage, you need to decide what you are going to call this event. You should make the name and the advertisement special, so that people will give them a second look. Depending on your economic situation, you need to decide whether you want to hold this event for amateurs or for experts. The next thing is to choose a proper place to hold the tournament.

    Plan of Action during the Event

    While the players are on court, you have to make sure that everything they might need is made available to them. Since golf is a sport that is played in the open, guests should be given drinks from time to time, preferably a drink of their choice. There should also be enough dustbins to keep the court clean. The things the guests need, from extra equipment to drinks, should not be put off for any reason. Announcement of some contests, lucky draws and prizes during the event will add to the entertainment of the tournament. Another one of the successful golf tournament ideas is an auction (拍卖) of some particular things during the game. You can get some equipment signed from the players.

    Post Tournament Necessities

    Now that the tournament is over, you need to keep a small after-party in the form of a dinner. During this party, the guests can actually communicate with the players and congratulate those who won.

    My friends and I had one-week trip to Bali Island in June three months ago, which was really impressive.

    It wasn't the typical trip by the sea with swimming suit at the beach. {#blank#}1{#/blank#} The rest of the days we would practice what we had learnt from the video with our coach, first in the pool, and then in the sea. Every day we had to dress ourselves up in the tight diving suit and a jacket with a heavy steel tank on the back

    I wasn't how most people would imagine spending their holiday. {#blank#}2{#/blank#} Not only did we appreciate beautiful view under the ocean, but we also felt less like tourists and more like professional divers as we learn more skills each day. This was more than just diving in life jackets. We were able to get away and explore underwater, swimming with turtles and other beautiful sea creatures in the ocean. “There are no mobile phones down there, no emails, no keys to lose, no birthdays to forget… {#blank#}3{#/blank#} The ocean is the last quiet place on Earth,” as a US journalist wrote in his book DEEP.

    {#blank#}4{#/blank#} When we had to fully concentrate on our breathing, we started to realized how we had been taking it for granted. We had never truly “felt” ourselves breathe before.

    {#blank#}5{#/blank#} In fact, my friends and I are already planning another diving trip to the Red Sea in the coming winter holiday. Why not join us?

A. Of course we had dived in the sea before.

B. However, we really enjoyed every minute of it.

C. It's said that diving can be attractive yet I was unsure about it.

D. The experience also allowed us to get to know ourselves better.

E. All stress, noise and troubles of life are left at the surface of the sea.

F. I've become interested in diving and have no doubt about the attraction of diving.

G. Instead, we spent our first morning siting in a room watching teaching videos about diving.

    Babies born in summer are more likely to become short-sighted in late life, a study has shown.

    As many as a quarter of all cases of short-sightedness are caused by too great an exposure to sunlight in the first weeks of life, say eye experts.

    They are advising all parents to put sunglasses on their babies during the first weeks.

    Scientists had already established that over-exposure to sunlight caused shortsightedness in animals.

    Researchers who compared the months in which babies were born with whether they needed glasses later on say the principle also applies to humans.

    A study of almost 300, 000 young adults-the largest of its kind-showed that those born in June and July had a 25 per cent greater chance of becoming severely short-sighted than those born in December or January.

    Research leader Professor Michael Belkin, of Tel Aviv University, said it was because prolonged illumination(光照) causes the eyeball to lengthen-causing short-sightedness.

    Hence the more light a newborn is exposed to, the more the eyeball lengthens and the worse the short-sightedness will be.

    The mechanism which lengthens the eyeball is associated with levels of melatonin(褪黑激素), a pigment (色素) which protects the skin against harmful rays of the sun.

    In young babies not enough melatonin is released as protection, meaning they are more vulnerable to sunburn and changes to eyeball shape.

    Sight expert Professor Daniel O'Leary, of Anglia Ruskin University in Cambridge, said "At the moment we don't know the precise cause of why light exposure affects sight, but the evidence seems to prove that it is one of the reasons for people becoming shortsighted."